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Investor's Toolkit Refund Request

Investor's Toolkit Refund Request

If a customer requests a refund for The Investor's Toolkit, we are happy to oblige within 30 days of purchase. 

The process for providing the refund will vary depending on if they purchased the digital-only version, or the digital and physical version. In order to determine which path you take you will need to first find out which version they got. (See Find Investor's Toolkit Version under Procedures to Know). 

Please see examples on how to handle each type below. 

Refund Policy Question Example

In this example, the customer has not requested a refund yet, but they want to know what our refund policy is. 

Question

Does the 30 day money back guarantee take effect upon my receipt of the package? If not, when does the 30 day countdown start?

Response

Hi [CUSTOMER FIRST NAME],
Your 30-day refund period begins at purchase because you have access to all the content immediately online.

Let me know if I can answer anything else for you!

To Engineering Your Success,   [YOUR NAME]

Digital-Only Refund Request Example

In this example we have already determined that this customer has they digital-only version of the Investor's Toolkit. To handle this request, we must...

  1. Refund the customer's order (See Refund Order in SamCart under Procedures to Know). 
  2. Confirm our actions with the customer. 

Question

How do i go about getting a refund?

Response

Hi [CUSTOMER FIRST NAME],
We're so bummed to hear this! We realize even the best programs may not always meet the needs of every person and we're sorry that the Investor's Toolkit did not meet your needs. 
I have gone ahead and refunded your order and revoked your access.
While we do offer a no questions asked guarantee, might I ask if there is a specific reason you’ve decided to cancel? We’d love to turn this experience around for you, if possible. Especially if you’re refunding due to a bug that’s soon to be resolved or feature we’re about to roll out. We're constantly working to improve our program. 
To Engineering Your Success,  [YOUR NAME]

Digital and Physical Refund Request Example

In this example we have already determined that this customer has they digital and physical version of the Investor's Toolkit. To handle this request, we must...

  1. Request the customer to return the product, see Response 1. 
  2. Put the ticket in pending status
  3. Monitor the products return status every 7 days until returned (See Check Return Status under Procedures to Know). 
  4. Upon return, refund the customer's order (See Refund Order in SamCart under Procedures to Know). 
  5. Confirm our actions with the customer. 

Question 

Hi I purchased the Investor's Toolkit recently and would like to use the 30-Day Guarantee. Unfortunately, I do not have time to get into this now.

Response 1

Hi [CUSTOMER FIRST NAME],
We're so bummed to hear this! We realize even the best programs may not always meet the needs of every person and we're sorry that the Investor's Toolkit did not meet your needs.
In order to process your refund, please send back the Toolkit, along with all of the materials; DVDs, CD, Bootcamp tickets and transcripts, in excellent condition, to the following address:
Land Geek 4610 Prime Parkway McHenry, IL 60050
Once received, we will issue your full refund.
While we do offer a no questions asked guarantee, might I ask if there is a specific reason you’ve decided to cancel? We’d love to turn this experience around for you, if possible. Especially if you’re refunding due to a bug that’s soon to be resolved or feature we’re about to roll out. We're constantly working to improve our program. 
To Engineering Your Success, [YOUR NAME]

Response 2

Hi [CUSTOMER FIRST NAME],

We have received your returned Investor's Toolkit. I have gone ahead and refunded your order and revoked your access. You should see the money returned to your original form of payment within 7 business days. 

Please let me know if there is anything else I can do to assist you. Thanks!

To Engineering Your Success,  [YOUR NAME]

Procedures to Know

Find Investor's Toolkit Version in SamCart

  1. Login to SamCart
  2. Tap Activity > Customers
  3. Search for the customer in the search bar using their email or full name. 
  4. Tap on the Customer ID
  5. Check the Product Name 
    1.  If the product name is The Investor's Toolkit (Digital) then it is the digital-only version. 
    2.  If the product name is The Investor's Toolkit then it is the digital and physical version. 

Refund Order in SamCart (Full Refund)

  1. Login to SamCart
  2. Tap Activity > Customers
  3. Search for the customer in the search bar using their email or full name. 
  4. Tap on the Customer ID
  5. Check the Product Name to see if it includes your product. 
    1. If it does, then continue to the next step. 
    2. If it does not, continue searching their subscriptions until you find it. 
  6. Next to the order item, tap Refund. 
  7. Select Refund Entire Order
  8. Tap Refund Again. 

Check Return Status

  1. Login to customers.disk.com
  2. Go to Reports
  3. Select Returns Report
  4. Select Your Date Range (to cover the last 30 days or so)
  5. Tap Search
  6. Look for your customer using their name or email
    1. If you see the customer, the return has been accepted
    2. If you don't, they have not received the return yet.