100% Money Back Guarantee for Downloads?

[stephenmunday]

Hi Everyone.

It is my understanding that having a 100% Money Back Guarantee is vital in building customer confidence and increasing sales.

The website I am working on right now will allow users to purchase and download an image of their name in Japanese kanji characters. They will then be able to use it to get a tattoo, or to put on a product at Cafepress or whatever.

My question is, should I offer an unconditional money back guarantee for this kind of product? My obvious concern is that people will download the data, save it, and then cancel the payment but keep the image itself.

Do you think the benefits of an unconditional guarantee will outweigh the risks of being defrauded like this?

[brian.mark]

You'll probably have a few people take advantage of you if you offer that type of guarantee, but most customers online are fairly honest. Obviously, every online business has to deal with some amount of fraud, but I know that if my name ended up looking like one of those balloons from a circus clown, I'd want my money back. But, for the most part, your increased sales should offset the number of people wanting their money back.

Is it something that you could generate a preview (small, with a watermark) before they buy and then give them a full-resolution image once they pay? That's all I'd need to see... gimme a thumbnail and all of my concerns are answered, so long as that thumbnail is really my name and not just a generic one.

Just my $.02

[flood6]

Originally Posted by brian.mark

Is it something that you could generate a preview (small, with a watermark) before they buy and then give them a full-resolution image once they pay? That's all I'd need to see... gimme a thumbnail and all of my concerns are answered, so long as that thumbnail is really my name and not just a generic one.

I had the same thought. Generate a small thumbnail with a watermark and let them see it before they buy.

[stephenmunday]

Thanks for the replies.

I was going to give them a generic large image and then have a text explanation of the meaning and pronunciation, but the fact that you guys are giving me the same message about having thumbnails of the actual image makes me think I should do that instead.