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We hope that 99% of your clients will not be asking for refunds, as has been our experience thus far. But occasionally you may need to process a refund.
If someone purchases one of your events or products through your Prolific Writers Life (PWL) Store, and requests a refund, you can issue a refund directly through the PWL Store system for a limited time, until you’ve been issued payment on Monday for the prior week.
Once you have been paid out on Monday, then it’s your responsibility to process any refunds on purchases that happened prior to PWL issuing your Host earnings.
One of the best ways to handle a refund is to offer the customer a store credit on one of your shop items or future events. This can be as simple as sending them the Zoom link for another event or a link to one of your virtual products. You can also issue refunds through PayPal, Venmo, or whatever other means you and your customer agree upon. See more on this in Step 5 below.
But within the time frame when a refund is still an option within the PWL system, here’s how to issue a refund:
In order to issue a partial refund, click on the quantity (QTY) dropdown (2) and change it from 0 to 1 (or more if the single order included multiple products/events); this will prefill the refund amount in the TOTAL field (3), but you can type in a different amount or use the up/down arrows to enter a different amount for the refund you want to issue. When you refund a purchase through PWL, PWL will also refund the 20% admin fee; hence you see in the screenshot above that the entire order purchase price (COST) can be refunded. We recommend you enter a brief statement in the “Refund Requests Reason” field (4), such as “Sorry, you missed the workshop; I hope you’ll sign up for another soon.”If you want to offer less than the 100% refund, make sure that you have clearly spelled out your refund policy in the “Store Policies” Settings area of your PWL store setup, which people can view at prolificwriters.life/host/your-host-store-name/policies/, and you should reference that policy in your “Reason” explanation (4).
TIP: How to minimize refund requests. Pay attention to your Orders page. If you ever notice that a customer has accidentally processed two transactions for the same event, you can contact them and see if you need to process a refund right away.
Imagine yourself in your customer’s position. The goal is to maintain high customer satisfaction so they want to keep coming back to purchase more of your events and products. Hopefully, you won’t have to manage refunds very often, but when the situation comes up, do your best to treat the customer as you would want to be treated.
We’re doing our best to keep these tutorials accurate and up to date, but if you notice anything that you think should be edited, please leave a comment below. And if you got stuck, click the “Still stuck? How can we help?” link below to submit a support ticket.
About this Tutorial:
This tutorial was created for Prolific Writers Life by Ted Altenberg, owner and principal web designer at Agora Media Services. Ted was an educator (teacher, curriculum specialist and administrator) for 32 years, and has been doing web design for over 20 years. Until his retirement from education in the summer of 2019, web design was his “side gig;” now that he’s retired, Agora Media Services is his second career. Ted is also a host here at PWL, and has a number of offerings of technical training and coaching on WordPress and other topics related to website hosting, security, design and any other tech support you need.
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