Column · refund request

What a refund request tells you

2026-10-19 · InfoGap

Three kinds of refund

• The promise was wrong. They expected something else. This is a copy problem.
• The promise was right and the delivery failed. A defect, a delay, an unreadable output. This is an operations problem.
• They changed their mind. Nothing was wrong. This is a pricing or targeting problem.

Why to ask

Because the difference between the three determines the fix. Without asking, every refund looks the same and gets attributed to the same cause.

How to ask

One question, no defence: "What were you expecting that did not happen?" The answer is usually more useful than the refund was expensive.

The signal to watch

The refund rate by product. A high rate on a cheap product usually means the description oversold it; a high rate on an expensive one usually means the delivery depended on the buyer.

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