• High Rankings Forum , Wednesday, September 3, 2008 1:17 PM

How do you handle refund requests? Have you received any lately? What happens if a current client underwent a management shakeup and now the new powers that be are asking for a refund for previously unmet goals? That's the situation one High Rankings Forum member is facing, and is seeking advice for how to handle it.

While the particular SEO's issue may be unique, it raises the larger question of how refunds are handled in the space. SEO services fall into a gray area when it comes to results--as unless both parties are extremely clear on what the tangible goals are (i.e. attaining the third spot on the SERPs or increasing site traffic by 25%) there can be tons of wiggle room.

One thing is clear--in this SEO's case, there was no written refund policy, and that's a big mistake according to one respondent. "It's always been my policy that everyone [should have] a written refund policy, even if the policy is simply No Refunds," he says. "People who are truly dissatisfied are going to stop paying and/or want some money back. But by limiting how far they can go back on the monthly charges you're controlling your risk and putting the onus on the client to do what they need to do."

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