Part of being a product vendor is that no matter how great your product is, you’ll occasionally receive return requests. ClickBank tries to make it as easy and painless as possible to handle these requests and attempt to save the sale. This article will describe how return requests and chargebacks work, and gives some tips on how to avoid them altogether.

How Returns Work

If a customer requests a refund of their purchase, a customer support ticket will be created in the ClickBank Customer Support Ticket System. From there, you have 24 hours to attempt to save the sale by providing support directly to the customer. After that time (which does not include weekends) has elapsed, ClickBank will automatically process the refund. For more information about the Ticket System and how to interact with it, please see Customer Support Ticket System.

For more information about ClickBank’s return policy and how it affects you, please read out Return & Cancellation Policy.

Preventing Returns

Since no vendor wants to lose sales to returns, here are some ways you can try to prevent returns from taking place:

• Make sure that any claims on your Pitch Page are realistic, and that you’ve set expectations for clients regarding your product, such as how and when it will be delivered, what format it is in, etc.
• Respond promptly to any customer support requests, either through the Ticket System or directly through email or the phone. You can prevent many returns by quickly providing good customer service.
• Analyze your product for any parts that may confuse your customers or not be clear enough for them to understand and act on. Some customers may need more instruction and assistance than others, especially if they’re new to a topic, so try showing your product to friends or family to see if there are parts they don’t understand that could frustrate customers and result in them giving up on your product and requesting a return.

Chargebacks- What They Are and How to Avoid Them

A chargeback (also known as a revoked sale) takes place when a customer’s bank claims that a purchase was unfunded, unauthorized or fraudulent. Customers may also initiate a chargeback through their bank or credit card company if they feel they’ve been unsuccessful in getting a refund directly from the retailer. Chargebacks cost ClickBank money and harm our reputation as a reliable product retailer. In these instances, there is a charge assessed to the vendor for each chargeback received. For more details, see our Accounting Policy.

Since chargebacks harm both ClickBank and you as the vendor, we recommend the following practices to help prevent chargebacks:

• Remind the customer that your product brand name and website URL will not appear on their credit card statement. Instead they will see “CLKBANK*COM,” since we are the product retailer.
• Make it very easy for customers to contact you for technical support. Prominently display your email address on the page so that they can write it down. If you have a business phone number, provide them with that too.
• Add your customer service email address and customer service phone number (if you have one) within your ClickBank account, as well, so that ClickBank can refer customers back to you if they contact us directly.
• Let customers know that the product is backed by ClickBank’s guarantee of quality customer service and that ClickBank will be happy to help them if there is any problem with their purchase.

Related posts:

1. Customer Support Ticket System