To Sum It Up
In today’s video I’m answering the question once and for all: Should you offer a refund for your online course or program?
The quick answer is a resounding YES!
Refund policies are a customer experience that’s become expected. And as a consumer, I’m sure that you can relate to using one at Old Navy, Target, Zappos or StitchFix.
No, just me?
The only exception might be instant access products, digital downloads like ebooks and iTunes song. But if you are dripping out weekly content, an online course refund policy is definitely in order.
But just because you offer a refund, doesn’t mean it has to be FOREVER long.
If you are running a program that’s just a few weeks long, you might wanna go with a seven or 14-day policy. But if you’re going longer, like 8-12 weeks, the more traditional 30-day online course refund policy might be in order.
The people who get in there, who actually do the work and realize the program is not a good fit for them, are going to let you know way ahead of the refund deadline.
And the ones who email you at the ninth hour were really just tire kickers anyway.
Now on to the real question you’re probably dreading…
What the heck do you do when you do get a heartbreaking refund request?
My first recommendation is to always push back, and ask why they want the refund or what particular aspects of the program weren’t working.
One of the most common ways is to have them submit their worksheets or proof of implementation. But if you have a more subjective course, you can also have them fill out a refund request form and evaluate their effort in implementing the workouts or habits.
Another option you have is to offer them a later start. If you launch this same online course or program a few times a year, and they wanted a refund because they were injured or had a death in the family, you can offer to push their enrollment to the next program start.
But whatever online course refund policy you do create for your students, just remember to handle it quietly, quickly and without a lot of love.
Your Turn
Have you ever had a positive or negative experience with asking for an online course refund from another infopreneur? Or tell me about your experience in handling them for your program.
Great video Jessica!! I’m thinking a 14 day window for an 8 week course but I know 30 days is the more traditional length. Should I just do the 30 day window with work submitted?
I went back and forth on my refund policy but decided to offer a 7 day refund on a digital download I sell for $97 just to remove any hesitancy to buy. When someone asks if the program is a fit for them I give my opinion but then say hey you can always try it out and if it’s not for you I’ll offer a refund. So far it’s been ok.
I think for an 8-week course, that a 14 day minimum would be fine. If they don’t like the first 2 weeks, it’s likely not for them! And I think your simple 7-day refund for your digital download is good to! You always get more sales if you can remove their hesitancy or worry.
“But whatever online course refund policy you do create for your students, just remember to handle it quietly, quickly and without a lot of love.” — Enough said. Perfectly stated. Couldn’t agree more!
Absolutely, Jessie! That’s the main key to refund requests for sure that will keep you and your customers happy.