What Grinds My Gear?
One of my previous j.o.b.’s was working in the refund department for a fortune 500 company. Most of the time, the job was simple. Most customers making a return either didn’t like the way the item worked, or there was some defect and they simply needed a replacement. Detecting fraudulent returns was also part of that job.
The majority of customers making a refund were normal, genuine customers. However, some were complete idiots, and I have to admit… there were a large number of morons who tried to return items. Like the time someone tried returning a hair curler in a power drill case, or the time someone tried to return over $1000 dollars of used plumbing parts, or the time someone tried returning a generator after the power was back on after a winter storm.
Of course, you’ll find fraud like that in most places. Even in an online business.
For example, during the last special I ran, one person thought it would be a good idea to modify his PayPal receipt in order to receive a product of mine. I didn’t catch on to it right away, but looking at it a little closer, it was pretty obvious he had just changed the date. I suppose some people just live that way, being fraudsters, hoping nobody will notice.
Unfortunately, there’s no bullet proof method for preventing affiliate fraud. In fact, James Brausch is actually looking for help on ways to combat affiliate fraud. He’s even willing to send a gift with a retail value of over $1000 if he decides to incorporate anyone’s idea in his new affiliate management software. All that’s required is for you to leave a comment on his latest post titled “affiliate fraud” with your idea.
Here’s the link to that blog entry:
http://www.jamesbrausch.org/fighting-affiliate-fraud/
I encourage you to check it out.
- Aaron Brandon
I had some similar experiences.
I used to manage administration for a reasonably large online business.
We had a 14 day money-back guarantee – always.
Someone once called up wanting to return a product – it was around the 25 day mark. I politely explained we had 14 DAY guarantee – he swore I was wrong, and it was a 30-day guarantee.
I politely offered to accept if I was wrong – if he could show me where it said 30 days.
He told me in a letter that came with the parcel.
I said it shouldn’t have, and that the letter that is included in the parcel just thanks people for their purchase (read: politely suggested he’s a dirty great big liar
) – but I would honour any commitments we made.
A few days later, I received a parcel from him. It included the thank-you letter with a bit tacked on to the end – it was printed in Inkjet Printer ink (we only used Laser Printers) and read “Please Note Our 30 Day Guarantee Period”.
Leaves you in an interesting situation..
Do you spend more time arguing? (costing yourself more money in time)
Do you send the parcel back? (costing you postage)
Do you tell the customer to ship it back at their cost? (Which they probably won’t do, and will waste your time arguing over)
Do you just refund the parcel and be done with it?
Sooner or later your time is better (more profitably) spent on other tasks. I refunded the parcel, and was done with it.
I resold it the next day and made back the full refund amount.
Most people were honest though.
Comment by Brent Hodgson — March 13, 2008 at 9:01 pm