Every once in a while we get a customer request like this:
"I have not been using your service but I have been billed multiple months for it without having the option to cancel in my account.[1]
How can I proceed with a refund? [2]
At least the last 2 months need to be refunded and also my account closed. I will be using it again when ready. Thanks"
[1] This is not factual, since all users have easy and intuitive access to cancel their accounts via their Account Settings, and our cancellation() is seen working daily...luckily not more than 1-2x per day + it is unit-tested.
[2] We have a 0 Refund Policy. This is stated clearly on our Home page > FAQs, Pricing page, TOS, and Help Wiki, that we do not offer any refunds.
https://VisualSitemaps.com
https://app.VisualSitemaps.com/pricing/
Having said that, we have been known to make exceptions especially early on in our platform's lifetime when it was not performing as expected. We have improved ten-fold since those early days.
We are open to reconsider our policy.. if there is data that it is better long-term for the business. Also what happens to your Stripe account if you issue a lot of refunds? Can this be an issue?
Any advice would be great. thanks
People do this all the time, consumer and B2B. They'll sign up, use it a little then forget to cancel and get busy and it wasn't a big enough pain point cost wise so they let it roll a couple of months then say hey I couldn't cancel 2 months ago when I tried so please refund my 2 months. As long as I could honestly say the user didn't try, and that the system was operating appropriately during that time my response was always simple. We got your request, however on your account page there is always a way to cancel and I'd explain how. Since we give you that option and it stops billing that month (or whatever you do) we have a no refund policy as part of the agreement you accepted when signing up. Then direct them to cancel their account through the app.
If someone pushes back nicely after that I might give a 1 month one time courtesy refund but never more than one month. If they are being douchy it is always a no. Trying to keep people from complaining by giving refunds is a losing battle I have learned. Look at Amazon, one of the easiest companies to get a refund/return generally and they seriously ask so few questions about it yet people complain that they are unfair and bullies etc. You will always have someone complain, so trying to "buy" their quiet through a refund doesn't work IME, just be fair, honest and try to be understanding but firm on the rules you setup.