Results blurring
September 4, 2023
People are lying, and this influences your business. Is it fair 🧐
Surprisingly, I experienced that people are ready to lie and pretend to be stupid to justify their actions.
As an example: in the health & fitness app, with onboarding with 55 screens and a paywall, where you have to enter your email and payment details — they make the payment, and after a few days, contact us with inquirie to refund the money!
Nothing is wrong with the refund when you follow all the money-back policies you agreed to.
The question here is: they ask for a refund with messages:
- I didn't mean to buy it; I bought it by accident;
- My granddaughter bought it;
- It was my cat;
- I didn't buy it, and you charged my bank account;
- And much, much more...
For sure, before buying, people agreed with all the policies, terms & conditions, and money-back policies, entering their email and card details. Then they decided it was a mistake and wanted a refund immediately.
And immediately means precisely this one, not 5 minutes 😎
Anyway, this one is fine — we can handle that, we can talk to people, and more clearly, bring all of our policies before the purchase.
The thing I dislike most — is that they calling the bank and saying IT WAS A SCAM. After 55 onboarding screens, entering email, walking cats by the phone, and granddaughters nearby!
After the call, the bank must issue a dispute, which you have to process if you want to keep your money (otherwise, you'll pay for the dispute extra fee and product price back, too). The problem is that your dispute rate is increasing independently of dispute resolution.
Another example is when people enter an email and agree to receive promo materials, and when they receive an email, they mark it as spam.
Yes, this is a fantastic mechanism to prevent fraudulent activity on your email (which is actually still not working well), and at the same time — this one is not letting businesses (especially small ones) send you all the messages. When you haven't email in your inbox, you call your bank and claim a dispute for a scam...
This is how it works today. SCAM'N'SPAM!
At the same time, for businesses who truly deliver the products and who fulfill all the agreements, these scam'n'spam activities are very harmful.
Results blurring
What can you do? Ah, yeah, blur the results : )
It is simple & obvious — you have to keep all your ratios within the specific range, let's say 1 spam email per 1000 good ones... So if somebody is marking you as spam — you have to send extra emails to keep your ratio within the acceptable diapason.
The same goes for payments.
The question — where can you have extra buyers and email addresses to do so? Here you should use your imagination and ingenuity!
PS: Use it only when you follow all your agreements and your product corresponds to its description. Otherwise, you are playing the same unfair game from another side, which will not bring the world to the next level.
I believe, in the end — it will be world full of trust and love.
chill,