I recently started selling my ebook using ClickBank as my payment processor. Today I saw a book sale and was extremely happy. An hour later the person called ClickBank for a refund.
When I emailed the individual to ask if there was a problem, they indicated there was no problem what so ever. In fact, they thought the material was great but they said they were living paycheck to paycheck and realized they could not afford the book.
My book sells for $19.95. I was ****
ed! They basically have my book on their desktop for free. I did some research and found a compiler that can shut down access to a book if this happens.
Do the developers of Activ E-Book ever think this can be a feature in our software? It made me mad that my hard work is being stolen so easily.
We don't currently have that feature. Possibly in future.
I'm sure it's annoying and disheartening, but hopefully this should be only be a tiny minority of customers.
For our own sales, we have only a tiny percentage of refunds, and this is even though we remind the customer more than once they can have a refund. Most of the refunds are people who change their mind or whatever - although I do remember a case where a lady said (she also wrote direct to ClickBank) that she couldn't pay her rent!
Hopefully this should not happen too often to you.
By the way one plus side to having a liberal refund policy is that charge-backs (which cost you a refund and then some) should be very rare. I can't remember the last time we had one.
I don't want to throw cold water on the idea but be aware it would introduce a new risk to you.
Consider if you had some kind of lock option: a dishonest customer might be incentivized to go thru their CC company to charge-back rather than request a refund. For you, the end result of a charge-back is worse. For them it is "better" - their copy of the book gets locked eventually - but they might get some weeks or months to read it before the charge-back appears in your account statement.
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