Refund issue

[SandervG 1,521]

I very much disagree. There are lots of reasons why customers (or wannabe customers or lost customers) may need to be refunded. This is one of the critical points where you really need to show your commitment - in any case, it was the customer who first showed his/her commitment by sending you money. If the refunding process is smooth, you'll still get positive remarks and sympathy afterwards - and if you screw up, you'll get screwed.

 

I agree. It is a very important point in the 'customers' experience and both as the customer support department, and as a company as a whole, we do our best to speed up this proces while maintaining the structure to avoid mistakes or chaos.

That is why this is on our radar as something that needs to be improved (over time)..

But this has to go along side with other developments and that is why it can't happen overnight.

 

[Dim3nsioneer 557]

I very much disagree. There are lots of reasons why customers (or wannabe customers or lost customers) may need to be refunded. This is one of the critical points where you really need to show your commitment - in any case, it was the customer who first showed his/her commitment by sending you money. If the refunding process is smooth, you'll still get positive remarks and sympathy afterwards - and if you screw up, you'll get screwed.

 

I didn't say I wouldn't optimize it at all. But I would optimize primary processes first. It's true what you say about sympathy but a company cannot pay their employees with sympathy...