What’s the Right Way To Ask For Your Money Back?
When you spend your hard-earned money on a product or service, you assume it will meet your expectations. Unfortunately, this isn’t always the case.
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Sometimes products and services don’t deliver, so you need to ask for your money back. You hope to go about this as politely as possible, because as a mature person, being unnecessarily rude isn’t your thing.
Jodi RR Smith, president of Mannersmith Etiquette Consulting, recently found herself in this situation. She ordered a product online, and upon arrival, it did not meet her expectations.
“Before getting too worked up about it, I called the customer service line,” she said. “After a long wait — 35 minutes — I spoke with a human who was sweet as pie. They emailed me a pre-paid return label while I was on the phone and explained the steps for a refund.”
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After returning the item, the full amount was refunded to her credit card.
She said this example illustrates the first step of properly handling a return — assuming positive intent.
“Contact the business with the presumption that they are not trying to cheat you,” she said. “Stay calm. Have all of the dates, order [number and] confirmation [number] ready.”
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Next, she said you should go into the conversation knowing what resolution would please you — i.e., a refund, gift card or a replacement product.
“Having an idea of what you want to happen will make speaking [and/or] negotiating with the business easier,” she said.
When it’s time to talk to someone from the company, Smith said it’s important to take notes.
“Whether speaking, emailing or live-text chatting with the business, jot down what they are saying and the name of the person,” she said. “You may need this later.”
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It’s possible the person you speak with will not be of much help.
“If your first point of contact does not resolve the issue, ask for the manager,” Smith said. Nicely — don’t be a “Karen.”
Sometimes even talking to a manager isn’t helpful. If this is the case, Smith recommended turning the tables on them and asking questions.
For example, she said you might ask “What do I need to do for a refund? If I was your cousin, what would you recommend?”
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She said staying calm and being inquisitive can often lead to resolutions.
If, after trying to work with the business, you still haven’t reached a proper resolution, Smith said it’s time to bring in reinforcements.
“From posting on social media to contacting your local investigative reporter, to reporting to the Better Business Bureau — or health department — to speaking with an attorney, you have options to draw attention to the matter,” she said. “Don’t forget to contact your credit card company, [because] occasionally they can be useful in dispute resolutions.”
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She said this is where those notes you took earlier might prove helpful.
Ultimately, you should never hesitate to request a refund if you’re not satisfied with a purchase. However, it’s important to go about this in a polite manner.
In most cases, the employee you’ll be speaking with is not personally responsible for your dissatisfaction with the product or service. Even if they are — or don’t reciprocate your kindness — remaining cool and collected is always the best option.
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Last updated: July 14, 2021
This article originally appeared on GOBankingRates.com: What’s the Right Way To Ask For Your Money Back?
