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5 Tips for Keeping LearnDash Site Refunds to a Minimum

LearnDash Site

I just read this article, "How to Prevent and Manage Refunds" and I thought I would cover this topic in my blog. I mean you work so hard on your LearnDash site to host your membership and online course site and the last thing you want is to have someone ask for their money back or even cancel.

So what are the things you can do to keep that to a minimum.

Tip 1 - Offer a No Questions Asked Money-Back Guarantee

This may sound counter intuitive, but this makes a lot of sense. First off, when you offer a money back guarantee, your are telling your prospects you are that  confident about the results you believe you deliver. It minimizes the risk they take when buying from you. What you want to make sure to include is a period of time for the guarantee. Let's say you offer a 30-day money back guarantee. You are perfectly fine with refunds requested before 30 days, but after that things change.

This puts the burden on the buyer. You are giving them 30-days to decide. After that, they step over an agreed upon time period. You have given them a good amount of time to test the thing out. After that, they agree they have done their testing and like what they got.

This is a good way to get started with your customers.

Tip 2 - Offer Free Trials

Many times, members request a refund because they had expectations and your program didn't meet them. A free trial puts them into your system for either a set amount of time or with a subset of the content they get when they make a full purchase. When you offer a free trial, make it so members experience your program and can use that to understand what you program gets them.

If they had expectations that your free trial did not meet, they can drop out of the trial before they pay money and then want a refund.

Remember, you goal is not to get money from your members. It's to deliver on their expectation, get paid for what you deliver and end up with a satisfied customers that is more than happy to tell others about you.

Tip 3 - Respond Creatively to Refund Requests

I cannot tell you how many times I've seen membership or online course sites that allow members to cancel or request a refund without learning anything about what led to this. This is a prime opportunity to get feedback from people. They are motivated because they want out and want their money back.

I don't recommend making it difficult to cancel, but you don't have to make it super easy either. Make them work a bit. Consider a cancellation feature on your site as the beginning of a journey. It's a way for members to "request" a cancellation. They aren't quite cancelling yet, but are starting down that path.

It is not unreasonable to ask them to fill out a form explaining why they want out. If your product is a higher amount product, consider having someone on your team call the person and have a conversation with them. You might have your team prepared to offer alternatives to cancelling. Instead of having them cancel, offer them an extended period of time in the program to get what they want out of it. An option if you have other courses you offer your members is to give them access to other courses in your library that do get them what they need.

Sometimes you have jerks that only want the refund or cancellation and there's no option that will make them happy. You would be surprised how reasonable people can be when treated fairly and given options they may not have expected.

Tip 4 - Keep in Close Contact with Your Members

When you build a LearnDash site, it's easy to forget that these folks are out their learning in silence. They don't really have a relationship with you. You need to take steps to change that. There are a good number of options you can use.

An easy one is to email them. Send them out a message every week with a tip or just to check in asking them how they are doing. Finish your messages with an open ended question asking them to reply. Have them fill out a survey. Use that to get feedback and possibly address a shortcoming that could lead to them wanting to cancel or request a refund.

You could go a step further and set up a private Facebook group. Use that as a way to get your learning members talking to you and others in the program. Use that to keep a pulse on your learners. You may pick up on issues that can lead to customer dissatisfaction and address them proactively.

Our team and I build BuddyBoss sites, which includes making your sites into a mobile app, and that provides a number of community features that extend what you can do with a Facebook group. That would be another option to stay connected with your audience.

Tip 5 - Give People Refunds When they Demand It

I once did business with a company that had a 30-day free trial. Then I got billed on day 31. I reached out to them immediately explaining that I didn't mean to renew. I wanted to cancel my account and wanted a refund for the month's subscription. I tried and tried and tried, but they would not give me a refund.

The were following their terms and conditions. They had every right NOT to refund my payment. This company, who shall remain unnamed, markets to me incessantly. I get emailed from them and can't get off their mailing list. This was years back, but I will NEVER buy anything from them on principle. It was only $125, but I refuse to do business with an organization that is so rigid in it's decision making and refused to give a refund when I asked for it a day after their deadline.

Cut your losses with a refund and don't foster ill will from people unnecessarily. I work with an audience of customers that could use this product, but because of that experience I would never consider recommending them just for that reason.

 

Hope this helps.