How to get a ClickBank Refund

by Tom McEwin on 15 April, 2010

In this post, I’ll be looking at the steps involved in the Clickbank refund process – for when a product purchased via ClickBank just doesn’t deliver.

While there are some great products sold via the ClickBank affiliate program that live up to every word on the vendor’s sales page, unfortunately there will always be some which don’t live up to what is promised.

ClickBank Refund Policy and FAQ

While the ClickBank Refund Policy and FAQ provide some guidance, they don’t go into much detail regarding the circumstances in which ClickBank will refund a product purchased through the ClickBank network.

The key part of the official ClickBank refund policy is:

ClickBank will, at its discretion, allow for the return or replacement of any product within 60 days from the date of purchase. For recurring billing products, returns for more than one payment may be provided if requested within the standard 60 day return period.

This is very broad and leaves things completely up to ClickBank regarding whether a refund will be given or not.  In addition to applying for a ClickBank refund within 60 days of purchase, we would need to show a ‘valid reason’ for requesting a refund.

What Might Constitute Valid Reasons for a ClickBank Refund

So what are the sorts of reasons which ClickBank might consider ‘valid’?  Some hints are to be found in the ClickBank terms and conditions:

  • if the way a product is advertised is inaccurate, misleading or deceptive – this is prohibited by clause 2(d) of the ClickBank Client Contract;
  • if the product infringes on another person’s copyright, trademarks or other intellectual property rights – this is prohibited by clause 2(b) of the ClickBank Client Contract; and
  • if the product is ‘unsatisfactory’  for reasons completely beyond ClickBank’s control – the ClickBank Refund Policy identifies this as a basis where Clickbank may not bother trying to solve technical issues before issuing a refund.

There are also a few other reasons which can be selected when lodging a ticket to get a refund (more on how to do this below).

The ClickBank Refund Process

The typical steps in the ClickBank refund process are:

  1. Go to the ClickBank Customer Support Page
    The easiest way to do this is to find the email receipt that ClickBank sent – this will include a link to the  particular order.  The other option is to manually enter the details on the ClickBank Support page. Either way you should then be able to view the details of the order.
  2. Lodge a Customer Service Ticket and specify the reason for refund
    From the ClickBank order page, there will be the option of lodging a ticket requesting that the product be refunded. There are a number of different reasons which can be selected, one of which is “I was not satisfied with the product. / Product did not meet expectations.”  There is also a text box where specific details regarding the issue can be entered.
  3. Wait for at least 24 hours
    Under the ClickBank Customer Support Ticket System, a refund will be automatically granted after 24 hours have lapsed, provided those hours don’t fall on  a weekend, unless the vendor attempts to save the sale by offering assistance to help utilize the product or service.  If the vendor doesn’t respond within this period then the refund should be processed.
  4. The vendor may make contact to try and save the sale
    What happens from here on will really depend on the circumstances surrounding the product, purchase and vendor. If the vendor makes contact to provide technical support, either the customer or the vendor can change the ticket to a ‘technical support’ ticket.  But the vendor should only do this with the customer’s consent – otherwise the matter can be escalated to ClickBank for review.

The ClickBank refund process is very simple to use, and is quite generous to the customer.  There doesn’t appear to be any need to contact the vendor directly before seeking a refund straight from ClickBank. However, there are few of other things worth noting regarding the ClickBank refund process, which are outlined in the ClickBank Refund Policy and FAQ along with the explanation of the ClickBank ticketing system:

  • Refunds will be for 100% of the purchase price.
  • If a refund is requested after 60 days from the date of purchase, then you will be referred to the vendor for technical support, and the vendor may seek a refund on your behalf for another 90 days.
  • ClickBank will only credit returns back to the account used to make the original purchase, so if the original account has been closed, then no refund will be forthcoming.
  • ClickBank vendors are not allowed to make any guarantee that conflicts with the ClickBank return policy.  If you spot this sort of a conflict then bring it to ClickBank’s attention as it may help your case.
  • Customers requesting serial or repeated ClickBank refunds may be blocked from making further purchases.
  • If the refund request was for a subscription product, only the latest bill in the subscription is refunded, and the subscription is cancelled.

I hope you found this post useful, and good luck with any ClickBank refunds you end up applying for.

© Tom McEwin
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{ 14 comments }

1 David Moloney April 18, 2010 at 12:07 PM

Good succinct points Tom. As long as you’re doing the right thing and your concern has merit, I’d like to think that Clickbank would come to the party and refund your money. Then if need be, take the appropriate action against the provider, which may mean reassessing whether the product is fit for promotion.
.-= David Moloney´s last blog ..Your Logo: 3 Design Fundamentals You Must Conquer =-.

2 Tom April 19, 2010 at 10:20 PM

Thanks David. It certainly seems that the ClickBank refund policy is quite generous to the customer – as if a vendor doesn’t try to save a sale within 24 hours then a refund it is automatically processed. Although there is the risk that this could be abused by the unscrupulous – hence the warning to serial refund seekers.

But in those situations where the customer has been misled then I certainly think it is appropriate that ClickBank either force a change in the adverts or remove that product from the ClickBank network. Vendors / affiliates agree to this as part of the ClickBank Client Contract (clauses 2(f) and 3(d) refer).

3 Eileen April 19, 2010 at 5:51 PM

Hi Tom,
I have actually used clickbank for a refund and because it was recurring I was not sure if I had gotten a total refund. There were “no questions asked” though and yes, I do believe they look after their customers in that respect. When I followed up about my refund, it was handled in a timely fashion.
Thanks for the read Tom.

Eileen.
.-= Eileen´s last blog ..Chronic headaches =-.

4 Tom April 19, 2010 at 10:30 PM

Hi Eileen – from my reading of the terms regarding the refunding of products involving recurring charges, the refund only seems to be for the most recent billing, rather than all billings charged.

Still, I found that the ClickBank refund I sought was quicker and easier than I was expecting, given the vendor didn’t try to save the sale. I specified plenty of legitimate reasons in the refund ticket (and spent a while compiling these), so would probably have had a strong case even if the vendor had responded.

It was an interesting process to go through, and one that gives me a fair amount of faith in ClickBank, although frankly I’d rather that the product I bought lived up to the sales page.

5 Cade May 26, 2010 at 1:07 PM

Hi David,
Its certainly comforting from a consumers point of view, to have a course of action to get your money back should the product not meet your expectations, or be not as described, while buying things online.

I know other sites such as Ebay have similar policies & processes to help instill customer confidence to buy products online. Some sites even have insurance as on option to protect you from damage during transit.

If buying products from other countries (like China) sight unseen, it is best to do so thru these sites like Clickback and Ebay, to ensure you have a course of action, if the purchase does not go smoothly.

I have heard some sad stories, where people choose to buy products directly from the overseas supplier, via email and internet transfer, bypassing these sites and either have not received the product at all or was unable to get any response about poor product complaints.
.-= Cade´s last blog ..Technical Analysis of Stock Trends #3 – Price Chart Indicators =-.

6 mike@uk job search November 17, 2010 at 11:07 AM

Thanks for the info, I’ve ordered a digital product, but the download link doesn’t work, it sends me to a site which requires a log in I don’t have. I can’t say I’m very impressed with Clickbank, let’s watch this space to see whether I get the refund.

Thanks

7 Tom McEwin November 18, 2010 at 9:57 PM

You’re welcome Mike. Sounds like it might be more of a problem with that particular merchant rather than the Clickbank network. I’d be interested to hear how you get on – lodging a Clickbank refund request should help resolve things one way or another.

8 karthikeyan December 24, 2010 at 7:57 PM

I requested for a refund and I got a reply that my refund request was closed and I will get my refund in 5 business days. But I didnot get my refund until now. Please tell me how get the refund bank.

9 Tom McEwin December 24, 2010 at 8:25 PM

Hi karthikeyan,

It’s difficult to say without knowing more. My recollection (and it is little while now since I wrote the post) is that ClickBank refunds brought within the refund period go through automatically after 1 business day unless the seller stops them.

So it seems that either:
1) the refund was brought out of time (and the seller refused to let it in); or
2) the seller responded and the refund request was deactivated.

Depending on the reason for seeking the ClickBank refund, when the refund was sought and any reason the seller gave for refusing a refund, it may be possible to escalate the matter to ClickBank itself for review.

Hope this helps.

10 karthikeyan December 25, 2010 at 12:12 AM

Thank you for your response.
Actually asked for refund within one week after buying the product. I got the confirmation email that my refund was closed and I was told that my account will be credited within 5 business days. But, My account was not credited so far.

11 Tom McEwin December 27, 2010 at 8:39 PM

Hi karthikeyan,

I received a similar message when my refund was successfully processed.

If your account details have changed (eg a new credit card expiry date), or the account you paid with has been closed, then this could cause a problem. Other than this, all I can suggest is to contact ClickBank directly (rather than the merchant) to see what the issue is.

Cheers, Tom

12 Mike Wagner October 12, 2012 at 2:55 PM

So what recourse do I have when EVERYONE involved is ignoring me, not reading my e-mails, and not sending me a refund as I have requested on several occasions. I bought the “Power4Home” video, and the dvd/cd was scuffed and unreadable, so I wrote the seller. He ignored me, so I wrote again, several times, all were ignored. I finally sent the cd back to the address on the folder with a signature required via USPS, they received it, and all are STILL ignoring me and my e-mails. It’s for over $50, and I’m retired and can’t afford to lose that much money! Why are they just ignoring me?? I paid with PayPal, but they won’t touch the claim either… am I just screwed?? They have their product back (damaged or not) and I have nothing but a bunch of automatic e-mails from Clickbank telling me to change it to a refund, but don’t tell me how to do that. I sent them the tracking number, but apparently that’s not what they want. I need the money!!

13 Tom McEwin October 13, 2012 at 6:01 PM

Hi Mike, It’s unfortunate when things go bad on clickbank.

In order to request a refund, just follow the link I outlined in step one of my post – under the heading “the Clickbank refund process”. I’ve tested it and it still goes to the right place. You’ll need the original order number. It should be on the email you got when you purchased the product.

I recommend doing so pronto, so the refund period doesn’t run out.

Regards, Tom

14 Mike Wagner October 24, 2012 at 6:45 PM

Someone apparently finally read one of my e-mails, because I was e-mailed that I was getting a refund, and it actually showed up in my bank account a few days later!!! I couldn’t believe it! So perhaps they monitor this website! I was ready to accept defeat, but they finally came through!

Now to remember not to buy things like that ever again!!! I should have known better, actually. I’m just too gullible to be buying on the Internet!! I bought a Kirby Vacuum cleaner from a door-to-door salesman…..paid nearly $3000 for it! There’s NO VACUUM on this planet THAT good!! But it shows how vulnerable I am!

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