Applies to: JVZoo vendors and vendor support teams

Purpose: To help vendors resolve eligible refund requests promptly, protect customer trust, and reduce avoidable disputes and chargebacks.

Why This Matters

Many chargebacks do not begin with fraud. They begin with a customer who contacted support first, requested a refund within the advertised guarantee period, and lost confidence that the refund would be honored.

Once the customer contacts their card issuer, the vendor has less control over the outcome. The business may still lose the sale, but now it can also face a chargeback fee, administrative work, a higher dispute ratio, and damage to its processing history.

What to Do When a Customer Requests a Refund

Verify the purchase and confirm that the request falls within the refund terms shown on the sales page.

Review the customer’s reason for requesting the refund, when useful, to determine whether a simple support solution could resolve the issue.

Offer one reasonable solution if it genuinely addresses the customer’s problem. This may include showing them a feature they missed, correcting a misunderstanding, or directing them to the product they intended to purchase.

If the customer declines the solution and still qualifies for the advertised refund, process the refund without adding more obstacles.

After the refund is processed, request optional feedback that may help improve the product, onboarding, documentation, or sales messaging.

What Not to Do

• Do not make the customer repeat the refund request several times.
• Do not require the customer to complete more training, watch additional videos, wait several more days, or “try harder” before an eligible refund is processed.
• Do not cycle through multiple products, bonuses, coaching offers, or retention attempts after the customer has clearly declined.
• Do not make feedback a condition of receiving the refund.
• Do not introduce new refund conditions or limitations after the purchase.
• Do not assume that delaying the refund protects the sale. The sale may already be lost, while the processor relationship is still at risk.

How to Handle “No Questions Asked” Guarantees

A “No Questions Asked” guarantee should work as advertised. You may ask the customer for feedback, but answering should remain optional and should not delay the refund.

A useful approach is to process the refund first, then ask:

“Would you mind telling us what we could have done better?”

This keeps the guarantee intact while still giving the vendor an opportunity to learn from the customer’s experience.

Retention Offers

There is nothing wrong with making one relevant retention offer when it may genuinely solve the customer’s problem. The offer should be brief, useful, and easy to decline.

Once the customer declines and confirms that they still want the refund, end the retention effort and process the request. A guarantee should not depend on how many times a customer is willing to ask.

Make Sure Support Matches the Sales Page

The refund guarantee is part of the offer the customer relied on when deciding to purchase. Support teams should follow the terms exactly as they were presented before the sale.

Examples

The Federal Trade Commission generally expects advertising claims to be truthful and not misleading. If a guarantee has conditions, exclusions, or limitations, they should be clearly disclosed before the purchase, not introduced afterward. This article is operational guidance and not legal advice.

Business and Processing Impact

Processors evaluate risk using factors such as disputes, chargeback ratios, fraud, and overall portfolio performance. A refund reduces current revenue, but a preventable chargeback can affect processing costs, reserve requirements, and the vendor’s ability to maintain a stable processing relationship.

In practical terms, spending several days trying to save a small sale can create a larger financial and operational problem when the customer disputes the charge anyway.

Support Team Checklist

☐ Was the refund request submitted within the advertised guarantee period?

☐ Are there any conditions that were clearly disclosed before the sale?

☐ Have we offered no more than one reasonable solution to the customer’s actual problem?

☐ Has the customer clearly said they still want the refund?

☐ Are we asking for information that is genuinely required, or simply delaying the request?

☐ Does our response match the guarantee shown on the sales page?

Recommended Standard

Help customers when support can genuinely solve the problem. When an eligible customer still wants the refund, honor the guarantee promptly. The objective is not to become better at fighting refunds that were already promised. It is to prevent those refunds from becoming disputes.