Dave Lovelace Internet Marketing Blog header image 2

Secret To Preventing Refunds and Keeping More Money In Your Pocket


If you’re not doing this, you’re losing money unnecessarily. And you won’t believe how simple this is!

When you receive a refund request for a downloadable product, contact the buyer and tell them that you’re sorry it didn’t work out and you can process their refund right away or..  let them know you would be happy to offer an exchange instead of the refund :-)

Give them a list of products that they can choose from that may be related to their purchase at a price equal to, or greater than, the price they’ve already spent.

I generally offer a product that is priced slightly greater than their original purchase. 99% of the time, this saves the sale, makes the customer happy and gives me an instant payraise (that adds up at the end of the year) that I wouldn’t have had otherwise!

It’s easy. It’s simple. It costs you nothing but a few minutes of your time to reply, respond, and send the download link(s) to the customer for the exchange.

Note that I use this primarily with products sold via PayPal.  It’s risky using this with Clickbank where people can rip you off and not hold up their end of the deal.  But you don’t have much to lose either way when selling digital products. If you want to use this in your business, here’s a sample email you can steal from me to use right away..


I’m sorry the product didn’t work out for you. I can process your refund right away per my guarantee.  But before I do, I would like to say that I appreciate your business and want to keep you as a happy customer.

So I would like to ask if you would entertain an exchange instead of the  refund?  If you agree, I would be happy to offer an exchange for either of these quality products related to your purchase:

URLHERE.com (Sells for $___)
URLHERE.com (Sells for $___)
URLHERE.com (Sells for $___)

Please take a look at these options and let me know if the exchange is agreeable, and if so, which product you would like to access and I’ll rush over the download details. Otherwise, confirm your wish for a  refund and I’ll take care of that promptly.

Thank you for your business,


Give this a try right away and let me know if this helps.

Good luck!

Tags: Articles

3 responses so far ↓

  • 1 Steve Wilkins // Feb 13, 2010 at 1:36 pm

    Hi Dave,

    Great post! This I am sure will save a few people a fair few dollars over the business year and is a great way to keep your customer happy and money in your pocket!

    I have downloaded the swipe email incase I ever need it. Fingers crossed I won’t just yet :)

    Steve Wilkins.

  • 2 Brent // Feb 15, 2010 at 11:56 am

    Just came across your website. Lots of good info. How do you get the pop up window on your site to show up when the mouse moves away from your page?

  • 3 JennyLee Watson // May 8, 2010 at 9:44 pm

    Thanks, Dave!
    I am just about ready to start selling info products, and this will help me greatly in dealing with the inevitable requests for refunds.

    It’s generous of you to share this and I appreciate you!

Leave a Comment