Primoz Cigler on Business and Code

How I turned a refund request to a 5 ⭐️ rating

Today I want to share a little business trick with you. You can start using it today if you are a WordPress business owner, but it can be applied in many other cases as well.

It’s about the small victories you need in order to win on a long run.

Today, I received this refund request for our Webmarket theme on ThemeForest:

webmarket theme refund request screenshot
A refund request for a Webmarket theme

Only minutes after receiving this refund request the same customer left a positive ⭐️⭐️⭐️⭐️⭐️ review on our Facebook page:

screenshot of our fb page with 5 star review
5 stars review on our Facebook page

So how did I do this?

Envato has a knowledgebase article on refund rules and also a quite specific list of Reasons why a refund may not be given. The reason of the customer fits in one of these, so I could easily refund it and live with it. I am in a Slack group with many elite ThemeForest authors and most of them say they decline refund requests like these.

So what did I do? I took the facts above to my advantage. I approved the refund request from above with the following note to the buyer:

Other theme developers would simply reject this kind of refund request, telling you that this is not a valid refund reason according to ThemeForest refund policy.

But I understand your situation so I am approving the refund.

May we get a positive review on our Facebook Page from you?

Thank you!

The positive review came within 5 minutes after hitting the ‘Send’ button.

What can you learn from this?

Will this FB review have any significant impact on my business? No.

Am I leaving money on the table with approving such refund request? Maybe.

Does it help in a bigger picture for your business? I bet it does!

You can conquer big things with small victories. It might seem at first that these small victories individually don’t have any impact. But they do, and they are all small steps to your bigger goals.

You should follow me on twitter, here.

Author

Primoz

A software engineer transitioning to a digital marketer and entrepreneur. Walking the talk. Windsurfer, digital nomad.