refunds/guarentee policy

[Timmins07]

I am new to the business and am would like to offer a refund policy/money back guarentee during the first 30 or 60 days after purchase. I was wondering how others implement this policy (as from what I understand it isn't possible to deactivate a game that has been unlocked) and thus you are never actually getting the product "returned" to you.

Thanks and it has been a big help to me to read the different boards on this site.

[Sybixsus]

There's no implementation, as far as I'm concerned. If they ask for a refund ( I can't specifically recall of anyone ever doing this, but it's probably happened once or twice ) then they get one. I don't ask them to sign anything or promise anything, they just get their money back. Ultimately, I don't see this as a big deal ( or even a small deal ) because they can just issue a chargeback, keep the game and get their money back anyway if they want. At least if they ask me for a refund, they're being honest, courteous and quite possibly giving me useful feedback on why they're not keeping it.

[Brandon-Apok]

First thing I want to ask is this: Are you talking about a casual game or a full-fledged game?

If you are talking about a casual game, and I assume you are, then the most you can really do is give them their money back, but implore them to remove the software from their computer. 99% of people won't do this, but it's at least worth asking. Also, putting something somewhere in the EULA regarding that is probably a good idea, and could open up a door for you if you really want to take it that direction.

As for a full fledged game, well, that's pretty self-explanatory, but if you need help, take a look at any major games EULA, and always make the game disc-dependent for Gameplay.

I know this probably didn't help much, but I gave it my best try :p :D

[jwc]

Since I've removed any money-back guarantee on my games, I can safely tell the usual "smart" customers (and there are PLENTY) that since there was the demo, they can't say "I don't like it" after 1-2 days they have got it.

I sell same amount as before and avoid a usual 2-3 "smart" refunds request a month, increasing my revenue.

[Timmins07]

Yes, I was talking about casual games. I appreciate the opinions and will think about what to do for my site.

[Sybixsus]

Since I've removed any money-back guarantee on my games, I can safely tell the usual "smart" customers (and there are PLENTY) that since there was the demo, they can't say "I don't like it" after 1-2 days they have got it.

I sell same amount as before and avoid a usual 2-3 "smart" refunds request a month, increasing my revenue.

You assume that no one buys the game without trying it first? I have quite a few customers who definitely haven't tried it before they bought it, because they come to me asking for a download URL after they get the key. I get a few with compatibility issues after they've bought it too, and since demo and fullversion are the same code, they definitely haven't played the demo.

[jwc]

I refer to those who say, I want a refund because:
"the demo was different"
"the demo was working but the full game doesn't start or has bug XXX" (inexistent)
"I didn't mean to purchase the game yet" (yes he filled all his info on a form and clicked proceed twice "by accident")

and so on. those are lame excuses. anyway I don't care. If I wasn't providing demo ok, but THERE IS. but honestly, never heard of anyone who buys without trying a demo!!

[Sybixsus]

Ok, I get you now.

I guess we have quite different games then, as a substantial portion of my games are sold before they try them. In fact, maybe that should tell me something.. Hmm..

[siread]

I recently added a 30 day time limit for refunds just to avoid occasional requests that come in months later. They have obviously played and enjoyed the game and then think, hey i can even get my money back!

One measure I have taken to locking the game down once a refund is issued (or a license key is leaked on the net) is to place the license key on a Black List. It's just a simple text file hosted on my website that the game looks up every time it is started. If the user's license key is on the black list then their save game is deleted and the game shuts down. It's pretty basic and can be circumvented by not being connected to the internet or by blocking net access through your firewall, but I have received numerous emails from people whose games don't work claiming they have bought the game when in fact they are using a leaked code.

[Jack Norton]

I have received numerous emails from people whose games don't work claiming they have bought the game when in fact they are using a leaked code.
Then you should reply telling them to buy it or you report to anti-piracy :D
Bah really this online business need some education and/or support from the governments... I mean, now seems "normal" to use a pirate copy and "stupid" to buy (I'm talking in particular of men from 14 to 60 years old, women seems more honest).
How far we can go if the majority of people keep thinking this way?

[cliffski]

well said, at the very least there should be a way to note the address or credit card details of such people and blacklist them. In the long term, something is going to have to be done to prevent web piracy, or the whole entertainment business model will collapse. Either that or we will all end up making console games.

[papillon]

Preventing all piracy isn't necessary, but preventing people from thinking they can just get away with it and demand your assistance on a game they didn't even pay for would be nice...

Sneaky bastards should be properly shameful and hide their faces while using their warezed copies! :)

<*offers to sell them tech support, for a price slightly higher than the original game... *>

[arcadetown]

Our policy is only provide support if a user is a paid customer. If we do not find their order we send out a standard response asking for more info. Mostly seems honest users making honest mistakes, such as multiple email addresses, buying from some other site and ending up here, etc.

But defintely there are sleazy users. Mostly trying to get free copies, get support for games they've already received refunds for, etc. Trying to get support for a warez'd copy, man what nerve!

[TMK]

On the few refunds we have got, they are mostly because the buyer bought two copies accidentally or because they wrote wrong email on the first order and thought the order hadn't gone through.

In such cases I'm just glad to refund :)

[siread]

well said, at the very least there should be a way to note the address or credit card details of such people and blacklist them. In the long term, something is going to have to be done to prevent web piracy, or the whole entertainment business model will collapse. Either that or we will all end up making console games.

Plimus allow you to do this. If someone gets a refund they automatically get blacklisted (and you can even ask for specific email addresses to be blacklisted) so that future orders get flagged and placed on a "order pending" list. These then have to be given the green light by yourself before a license key is sent out. :D

[tewe76]

Interesting...could you explain how to setup that option? You know, Plimus interface is so...

Or you mean it's automatic by default?

[cliffski]

yes indeed, that DOES sound interesting (as a plimus user especially)

[siread]

Hmm, I don't think there's any option on the Plimus control panel. I intially emailed them about placing 'chargeback' customers on a blacklist and they did. Now it seems to automatically place refunded customers on the blacklist. BTW, I cannot see the blacklist, i just get emails regarding orders awaiting approval.

Dear vendor,

We have received an order for your product(s) that even after a review by our staff we could not conclude with certainty if the order should be accepted or not.

In cases like this we will leave the ultimate decision to you.

Please log on to your account, after doing so, you will immediately see all the information about all pending orders, right from that screen you can Approve, Decline or Cancel an order.

The following is an explanation of the available actions:

-Add Comments
Use this to add comments to this order, these comments are ONLY visible to yourself and are not shared with the customer.

-Approve
Use this to approve a pending order, upon approval confirmation emails will be sent both to you customer and yourself.

-Decline
When pressed, you will be prompted to enter a "Decline Reason". An email will be sent to the customer which includes this "Decline Reason".

-Cancel
This option Cancels an order without sending any information to the customer.

Regards,
Plimus Sales