Lots of fellow developers have asked us "how do you guys handle refund-requests? Especially, the "fraudulent" requests - when someone buys you software, gets a serial number and immediately asks his money back?"
We do not get that many refund requests, to begin with. It happens 2-4 times a month. But when it does - we fulfil all the refunds we get.
90% are fulfilled with no questions asked. We do try to talk people out of it (with some simple question "how can we make you change your mind?"), but that's it. The remaining 10% are the "fraudulent" refunds.
A refund is considered "fraudulent" judging by many factors: user location, license price, for how many days had the person used the software, the "fraud-score" assigned to the transaction by our payment processor etc.
We still issue those 10% refunds as well. But we ask the customer to fill out the following form. Which, in most cases, makes the customer change his mind.
Feel free to use it
REFUND REQUEST FORM THE FORM MUST BE SUBMITTED VIA FAX, VIA MAIL OR VIA EMAILED SCANNED DOCUMENT. Do NOT cancel your credit card payment - we will refund it. All other refunds will be made with a check. Letter of Intellectual Property Destruction This AGREEMENT (the "Agreement") is made and entered into by and between Jitbit Software and the Customer as named below. The Customer agrees to take the necessary measures to delete and destroy the intellectual property described below and licensed to Customer. Jitbit Software shall refund the purchase price of the product to the Customer once this letter has been executed by the Customer and received at Jitbit Software. Customer acknowledges that any continued use of the software product would constitute willful copyright infringement for which customer may be liable for civil damages of up to $100,000. This form must be filled out completely to ensure proper credit. Product Title: ______________________________________ Order Number: ______________________________________ (please see your order acknowledgment email for this number) By Customer: _________________________ Date: ________ (Signature) ______________________________________ (Print Name) Address: ______________________________________ ______________________________________ ______________________________________ Email Address: ______________________________________ Reason for Return: (optional) _______________________________________________________________
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