Insane amount of refunds with plimus !

Discussion in 'Indie Business' started by jmc, Nov 18, 2009.

  1. jmc

    jmc
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    I have been selling some affiliate games for a while now and the amount of refunds via plimus is just incredible, it seems that people buy and claim an instant refund. Is that normal or is it just me ?

    I've been mainly switching to the bfg affiliate program and stopped affiliating plimus products because of that.

    Am i alone to experience an incredibly high % of refunds ?
    Jmc.
     
  2. Jack Norton

    Indie Author

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    Same experience with direct sales here. I still use Plimus for few affiliates that still wants to use it with custom builds, but my main vendor is now BMT (luckily!!).
    The refund rate / chargebacks/ fraud orders of plimus right now is probably x100 higher than any other vendor I've ever tried.
     
  3. Indinera

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    Am i alone to experience an incredibly high % of refunds ?

    What is the %?
     
  4. puddinlover

    puddinlover New Member

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    It means percent
     
  5. GolfHacker

    GolfHacker Member

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    That hasn't been my experience. I've affiliated dozens of games through Plimus, and I've never seen one refund.

    Granted my volume is probably lower than most - I sell 10-20 affiliated games through Plimus each month.
     
  6. dewitters

    Original Member

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    Oh that's what it is! I was wondering what that modulus operator was doing there? ;)

    Seriously though, I also don't have any problems with that. Only had a partial refund so far, but my numbers can be compared to those of GolfHacker.
     
    #6 dewitters, Nov 18, 2009
    Last edited: Nov 18, 2009
  7. Indinera

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    I know what % is, I just want to know the actual figure in % of those refunded sales.

    "Incredibly high" to me is also incredibly subjective.
     
  8. Jack Norton

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    When I was using both vendors, I had a refund request a week. After talking with the person, was CLEAR just an attempt to get a free game. Lot of them were like "I didn't like the game" (a classic, what is the demo for?) or "there is a bug" (which then they were unable to describe).

    I know there can be problem when you start having a decent volume of sales: but I wasted hours trying to reply them all through the great plimus panel (login/send message/logoff and repeat), while all those (false) issues could have been easily solved in 5minutes by email!!! (what happens now)
    So isn't about the % of refunds request, is about MY TIME LOST. With BMT, I don't waste more than a few seconds replying by email.

    I told them 100 times that the font size=128 "ASK FOR REFUND" button on TOP of receipt (yes, even before the serial code!!!) was a BAD IDEA. But they ignored me (and many other vendors).

    So far me, phelios, cliffski and a few others I don't remember moved to BMT a few years ago after they introduced this great new feature.
     
  9. Maupin

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    As a customer I'll never, ever, ever use Plimus again after they called me with that creepy robotic phone call to verify my purchase.

    Wasn't there mention a while back that, after every purchase, Plimus sends the customer an email message with an obvious refund link? I know their high rate of refunds has been mentioned before.

    Edit: Ah yes, I see Jack's message. Sending a refund link to the customer before they've even seen their unlock code is ridiculous.
     
  10. Indinera

    Moderator Indie Author

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    I personally dislike the BMT control panel which looks messy to me.
    The one in Plimus is neat (but the site is horribly slow).
    All in all I like the Plimus features better.

    I agree it's a bit silly to tempt customers with a big sized "ask a refund" link. :confused:

    EDIT:
    Indeed..... :/

    Someone needs to email this thread to the Plimus staff. :)
     
    #10 Indinera, Nov 18, 2009
    Last edited: Nov 18, 2009
  11. Jack Norton

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    Well even if they move the button down, putting a refund link in the same confirmation email is not good anyway. They should just let developer handle it as they want.
     
  12. Thomas@BMT

    Thomas@BMT New Member

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    Just a mention that we released a new control panel this summer. :)

    Thanks,
    Thomas
     
  13. cliffski

    Moderator Original Member

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    The lowdown:

    Plimus:
    Awesome features
    slow customer service
    Very high refund rate and chargebacks.

    BMT:
    Awesome customer service
    Average features & website

    Fastspring:
    Great website charting stuff
    Good customer service

    It depends what is important to you.
    Obviously the charges and costs and so on are also a factor.
     
  14. Indinera

    Moderator Indie Author

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    What's the interest of Plimus to keep a refund feature? Any idea?
     
  15. Jack Norton

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    If they don't have changed it: when they refund, they KEEP their fee. So they lose nothing, while the devs lose their commission fee (and time).
    I agree on what cliff said. Is amazing to see a vendor doing a sort of self-suicide with just "ONE FEATURE". If they didn't had this high refund/chargeback rate, I probably would still be using them.
     
  16. Indinera

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    Yeah they keep their fees but look at the bigger picture: you went away because of the chargebacks, so did others. I'm not sure "keeping their fee" on each chargeback makes up for this.

    So the question still stands - why keeping a refund option?
    It seems to me they would have more vendors without it.
     
  17. Jack Norton

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    Well I asked them several times but apparently was an essential feature that they couldn't remove. So, I decided to move away :)
     
  18. GolfHacker

    GolfHacker Member

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    I've been meaning to purchase a copy of one of the Lux games from Sillysoft, so I decided this was a good time so I could check this out for myself. Apparently the big refund button is gone. Both my receipt and my registration e-mail were text-only. There was no refund button or link, just a link to the online order locator page. So it appears that Plimus did fix this problem.

    Here was the basic text of the customer receipt e-mail:

    The purchase complete page that I was redirected to at the conclusion of the transaction did not have a big refund button either.
     
  19. Indinera

    Moderator Indie Author

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    That is good news, thanks for checking. :)
     
  20. Jack Norton

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