One of our members, Joe, asked: “I have an installment plan offer for a physical product: pay the $60 plus S&H today, and a 2nd payment of $60. Unfortunately, my payment processor makes canceling easy. Do you have a suggestion to either get a product returned or get the 2nd payment?”

RESPONSE

Joe,

That’s such an annoying problem and I have empathy
for your situation.

Here are a few ideas for you:

1. If you absolutely MUST get the product back, I would
send a pre-paid return package to them. (Which just kills
your profit, which is why I’m not sure I would do it unless
absolutely necessary. It would make a big impact on the
actual returns of your product, though, because few
people will get your return package and refuse to use it.

To save yourself one of the shipping charges, one option
is to include a return shipping label with instructions in the
physical package they originally receive. (Many bigger
companies do this for simplicity.)

2. Adding a special email/mail sequence for people who
only pay once may be the easiest. For example, if a
payment is missed/canceled, stick them in a new sequence
such as this one:

• Email 1: Oooops! Looks like the 2nd payment didn’t
  go through. (Give them the benefit of the doubt, and
  lay on a little bit of guilt while you demonstrate that
  you’re taking the high road.)
• Email 2: Checking in… (Repeat first email if no
  response within the first 24-48 hours.)
• Email 3: Need a refund? No problem. (Let’s stay
  friends, here’s what I’ll do: refund your money.
  Here’s what you do: send me the product back.
  Attached is a shipping label — with or without
  pre-paid postage.)
• Email 4: Did you get the shipping label?
• Email 5: Just wanted to say thanks for sending…
  (Even if they didn’t yet, assume they did.)
• Snail Mail: In case you haven’t send it back,
  here’s a shipping label I prepared just for you…

3. If you DON’T need it back, try simply putting in your
guarantee: you can cancel your 2nd payment and still
keep the product, or ask for a full refund and send the
product back. That way, at least you accept what is
happening and let them know you don’t feel bad about
it — as long as they don’t want the original payment back.
(I’d still put them in a sequence so that you can bridge
any bad feelings they may have and possibly get another
order from them of equal or greater value.)

4. If you really prefer the money, try sending a special
bonus (or gift) to the client once you know the 2nd
payment isn’t coming. Include a little “personal note”
to solicit the next payment without placing blame on
them and clearly stating the numerous reasons the
payment may be delayed or forgotten about.

5. If the product isn’t that great, try sending a series
of bonuses or gifts (even small is okay) by email or
mail so that they’re received within 3-5 days of the
2nd payment as inducement to discourage cancellation.

These are just a few ideas — there are plenty more ideas
that you will come up with on your own just by reviewing
my suggestions.

Good luck, Joe.

- William Clements