refunds

[bananaboy]

Hi guys,

Just signed up - great board you've got here! I'm not really an indie developer just yet, more a hobby games programmer wanting to get into the games industry, and perhaps do a little business on my own at some point in the future.

I've seen a few people say that offering refunds is a Good Thing in that it gives people confidence in their purchase, because if they're dissatisfied, they can return it. THat sounds reasonable to me but how do people handle this with a download system (or even when they get a boxed package)? It's possibly that people will buy the game, make a copy, and then demand a refund with some vague excuse. I guess if everyone starts doing this you just have to make an executive decision to remove the refund scheme..

cheers
sam

[EpicBoy]

That's a common fear, but in practice it never works out that way. I've never heard of an indie developer who offered a money back/refund policy and was scammed into poverty.

[Sergey Komar]

It's true! Those who want their money-back will do a chargeback procedure even if you have refunds.

[Tom Cain]

Just as anecdotal evidence, I've never had a customer request a refund even though I offer a guarantee. I've had plenty tell me they appreciate that the guarantee is there.

[Sergey Komar]

It's true! Those who want their money-back will do a chargeback procedure even if you have refunds.

DO NOT have refunds, of course

[EpicBoy]

Hmm?

(message is too short blah blah blah blah)

[Sergey Komar]

:) I mean even if one says "no refunds in the house" the customer may still go to his bank and do a chargeback. Regnow (or any other vendor) will give them money back and fine the account holder.

[EpicBoy]

Oh sorry, I didn't see you were quoting yourself. I'm dumb, drive through. :)

[GBGames]

Actually, on the topic of chargebacks, if you offer a refund, and someone opts to do a chargeback, do you just let it go? Do you inform the customer "Hey, I see you did a chargeback, but I had a money back guarantee here you could have used."?

[Jim Buck]

Unless it's possible to undo the chargeback, I can see no good that can come of it. (And even if it IS possible, it's probably not the best use of time.)