How to say NO?

Bryan Le · 04-08-06, 06:11 PM

Hey guys,

I'm having a troublesome client, who seems to be very young, and is acting very immature. He purchased a forum skin from ForumShock, apparently without doing any type of research on the product.

Upon purchasing and downloading, I recieve an email from him saying that "he does not know how to install it, and would like to pay the extra $10.00 option to have us install it for him. I give him the paypal and he sends the money. I aptly install it, but there seems to be a problem, so I let him know that we will do what we can to repair over the course of the next three days. He understands, and asks that we also make a graphical change to the banner. I let him know that we do not customzie it, and that we charge extra, but in reference to the "problem" we are fixing, we will do this to make up for it.

He agrees and says thank you, and understands about the problem and is OK with this. A couple hours later, he sends another email asking further questions:

Quote:

So you do update your skins? do you do it for free and how long is this skin up on your server for? how many times or weeks can I download it. Some other companys update their forum skin for free and the files are on their server 24/7

I let him know that we DO convert our skins, but we do not offer FREE upgrades. They must re-purchase a different skin, or pay an "upgrade" discounted cost. Basically, these are all questions that he should've asked before ordering with us. I also let him know that the download link is availble for two days.

He then asks for a FULL REFUND.

Quote:

Hello,

Could it be possible if I get a full refund, I'd really apreasiate it if you could.

Thankyou.

He sends an email requesting a full refund. I ask for a reason, and I also state that per our Terms of Service (that they must check in agreement too before purchasing) and in the .zip's readme.txt file that states (once this file has been opened, you may no longer return it).

He sends an email stating the following:

Quote:

Hello,

Hello, I would like a refund as I can only download the skin for two days and I have to pay for the skin to be updated.

This may be a expensive due and I don't have the money to do this.

Obviuosly, this is the buyer's fault, and there is nothing I can do about this. He already has access to the files, and has already installed it. There is nothing I can do but say no.

What is the best response to this type of email? I plan on just stating that "Sorry, but by purchasing and installing, you've already agreed to the terms of service stated here: (link to TOS page) and the Read Me file in the .zip file (located here)".

Is this the right course to take? Should I refund him the money?

Thanks,
Bryan

g1c9 · 04-08-06, 06:38 PM

No don't refund. Just act serious about it and say something like,

Quote:

sorry but due to the terms you agreed to here and here, (see 1.4b and 5.7a), your refund request has been legally denied.

sounds to me like the kid is 12 and has no idea what hes doing, a little legal talk will get him to shut up, but more importantly you, legally, dont have to refund his money. just saying that once and for all is all thats neccisary. to avoid sounding jerkish, throw in a sorry and explain why and where it says he cant get his money back.

enjoy,

cameron

ps: please check out the site i posted about in business-startups that i made becuase i was inspired by your success.

04-08-06, 07:34 PM

Yeah, your best bet is to serve him with a bunch of legal mumbo-jumbo - and he'll likely shut up.

JustinG · 04-08-06, 07:42 PM

What Ed said. I mean if he has already had acess the files then why does he want a refund? I mean since he has the files you'd basically being giving him money back and letting him keep the files.

Stay strong and just say no.

iTechSmart · 04-08-06, 08:42 PM

It sounds like to me he doesn't realise that the skin needs to be updated like software and such and if thier were any updates the updates would be very long apart.

When you say no to him, also add that there is no real need to have the download link open 24/7 and that he doesn't require updates with the skin, only the software. If he's using a free forum then it won't cost him money and if hes using a paid forum then they usually give a year free updates.

Anyway try to explain to him why not to worry and not to stress out and perhaps give him a few links where he can go and read up on about forums etc.

Shane

g1c9 · 04-08-06, 10:51 PM

iTechSmart brought up something we all forgot: be helpful.

lol

**Baby Boy** · 04-09-06, 02:14 AM

Yeah, or you can offer him like a $5.00 discount on upgrades or something, but don't do it man, don't refund, I've been scammed like that so many times. Tell him he must have a legitimate excuse for a refund, unfortunately the one provided isn't a good one.

Mike C · 04-09-06, 12:18 PM

Don't give him a refund. He shouldn't have been so careless as to neglect to Read Me file and the policy on your site. It's his fault for being irresponsible; you're not liable for his actions.

Super Mod · 04-09-06, 01:12 PM

I tend to just refund these kinds of people because it's more of a hassle if you don't in the long run. They stick around and make themselves a pain in your ass and it's just best to get rid of them and not to worry about it anymore.

Vi5 · 04-09-06, 01:41 PM

Offer the upgrade for free seeing as he was confused. You keep your sale and he has lost his grounds for a refund.