How To Handle Refunds & Quick Update on WPcast – WPCAST038

In this episode, we we answer a listener question about refunds and discuss the future of WPcast.

The Changelog

• Zapier t-shirts received, pictures on Twitter:

.@Doug_Yuen @davidhme got my @zapier tshirt through the post today yay! Thanks guys! pic.twitter.com/K1VXaKQAjf

— Jonathan B Strong (@jonbstrong) February 3, 2015

Wearing my new @zapier t-shirt courtesy of WP Cast @davidhme pic.twitter.com/anhIcyiOI6

— Kyle Maurer (@MrKyleMaurer) February 1, 2015

• David: Easy Pricing Tables 2.0 is now out
• Doug: returning to the US for a while

The Core

Listener Question: How To Handle Refunds for a Premium WordPress Plugin

Part 1: “In your business, how do you handle customers who take a few hours of your (of your assistants) time and then ask for a refund?”

• Support should be built into the price of the plugin
• Sometimes you need to write it off as the cost of doing business
• Some people will be a lot of trouble, but most people will probably never require support
• Consider refunding people if they seem like they will require a lot of support work
  • See Episode 36 with Brad Touesnard

Part 2: “I am thinking I am going to separate the plugin from the support, so two products. The support will be optional. This way for people who don’t need support, I can offer a lower price. For those who do, and eventually need a refund. I still make money off the time spent on them, because support will not be refundable, only the plugin.”

• We don’t think this is a good idea – everyone expects at least a certain level of basic support
• Consider adding a priority support option like Easy Digital Downloads

WPcast Update

• We might go a while between episodes, since we won’t be publishing on a weekly schedule anymore
• Stay in touch – subscribe on iTunes
• Sign up for our list – we’ll be mailing the list when we post new episodes
• We’re looking for more listener questions and episode ideas
• We’ll continue to bring in interesting guests
• We’ll be doing quarterly reports on how we’re doing with our goals for 2015