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I think so. I'm very happy with my return rate percentage. My video courses (tech courses on programming / ops) are a one time purchase and I offer a 1 year mo

by nickjj 8y ago

I think so. I'm very happy with my return rate percentage. My video courses (tech courses on programming / ops) are a one time purchase and I offer a 1 year money back return policy, no strings attached. The only reason I even put a time limit on it is because without putting one, then it's not clear on how returns work or would require too many words to describe a lifetime return policy. I'm a developer myself and having a 30 day return policy for information seems like a high pressure bullshit tactic. People live busy lives and trying to force someone into watching a 10 hour course RIGHT NOW otherwise they can't get a refund later on feels dirty. In other words, I optimize for the happy path. I want to focus on making the experience as good as it can be for people who are interested in learning whatever topic they signed up for and aren't the type of person who will buy it, consume it and then return it. The dishonest person who will buy your stuff, consume it, and then ask for a refund will do that with a 5 day, 30 day or 365 day return policy. That's just the type of person they are.

tobtoh 8y ago
> People live busy lives and trying to force someone into watching a 10 hour course RIGHT NOW otherwise they can't get a refund later on feels dirty. Absolutely. This is something I think companies get wrong so often. As an example, Country Road (a clothing store in Australia) offers loyalty discounts based on your purchases - $10 reward voucher per $100-249 spend, or $35 per $250+ spend. Except, those vouchers expire after 30 days. If I've just spent $250 on clothing, I'm unlikely to make additional purchases in the next 30 days. Their reward system doesn't encourage me to buy more clothes (there is only so much I can buy in a short period of time), and it does the opposite of encouraging my loyalty - it just makes me 'bitter' that I'm missing out on rewards.
- verall 8y ago
  But they're not after you - they're after people that absolutely will get an "itch" to buy more clothes within 30 days, and they want to be the retailer picked. Now, CVS receipts on the other hand -- often discounts expire within a couple days and I don't know anyone who shops for toiletries that often. I don't get it.
  - clan 8y ago
    Pass it on to a friend who will now shop at CVS. Primitive (but I think effective) viral marketing.
    - verall 8y ago
      They have a system where the receipts are married to your account so you also need to give your phone number to your friend. It's a maniacal system.
wolco 8y ago
What is the return policy for video issues (not playable?) or do you offer refunds if someone didn't like the content? If it's the second the person would need to consume to make a judgement
- nickjj 8y ago
  I've never had a situation where someone couldn't watch the videos due to a technical issue that wasn't possible to solve. I also allow people to download the videos locally so they can watch them offline (again optimizing for the happy path). If they don't like the content, then I still issue the refund even if they watched the whole course. This type of refund is extremely rare in my case. Most people know what they're getting into before they buy the course because the sales page has a video going over what we'll cover and the page itself has a detailed description of what's included.

by nickjj 8y ago

tobtoh 8y ago

> People live busy lives and trying to force someone into watching a 10 hour course RIGHT NOW otherwise they can't get a refund later on feels dirty. Absolutely. This is something I think companies get wrong so often. As an example, Country Road (a clothing store in Australia) offers loyalty discounts based on your purchases - $10 reward voucher per $100-249 spend, or $35 per $250+ spend. Except, those vouchers expire after 30 days. If I've just spent $250 on clothing, I'm unlikely to make additional purchases in the next 30 days. Their reward system doesn't encourage me to buy more clothes (there is only so much I can buy in a short period of time), and it does the opposite of encouraging my loyalty - it just makes me 'bitter' that I'm missing out on rewards.

verall 8y ago
But they're not after you - they're after people that absolutely will get an "itch" to buy more clothes within 30 days, and they want to be the retailer picked. Now, CVS receipts on the other hand -- often discounts expire within a couple days and I don't know anyone who shops for toiletries that often. I don't get it.
- clan 8y ago
  Pass it on to a friend who will now shop at CVS. Primitive (but I think effective) viral marketing.
  - verall 8y ago
    They have a system where the receipts are married to your account so you also need to give your phone number to your friend. It's a maniacal system.

wolco 8y ago

What is the return policy for video issues (not playable?) or do you offer refunds if someone didn't like the content? If it's the second the person would need to consume to make a judgement

nickjj 8y ago
I've never had a situation where someone couldn't watch the videos due to a technical issue that wasn't possible to solve. I also allow people to download the videos locally so they can watch them offline (again optimizing for the happy path). If they don't like the content, then I still issue the refund even if they watched the whole course. This type of refund is extremely rare in my case. Most people know what they're getting into before they buy the course because the sales page has a video going over what we'll cover and the page itself has a detailed description of what's included.