{"id":17962,"date":"2019-05-24T09:08:09","date_gmt":"2019-05-24T15:08:09","guid":{"rendered":"https:\/\/memberpress.com\/?p=17962"},"modified":"2019-05-29T13:02:10","modified_gmt":"2019-05-29T19:02:10","slug":"how-to-handle-refunds-in-your-membership-site","status":"publish","type":"post","link":"https:\/\/memberpress.com\/fr\/blog\/how-to-handle-refunds-in-your-membership-site\/","title":{"rendered":"Comment g\u00e9rer les remboursements dans votre site d'adh\u00e9sion ?"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Ce n'est jamais agr\u00e9able d'apprendre qu'un client de votre site d'abonnement souhaite \u00eatre rembours\u00e9. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Apr\u00e8s tous vos efforts, il peut \u00eatre frustrant et blessant qu'un client exprime son m\u00e9contentement \u00e0 l'\u00e9gard de votre produit. Cependant, quel que soit votre sentiment, la derni\u00e8re chose \u00e0 faire est de d\u00e9t\u00e9riorer la relation avec votre client et de l'emp\u00eacher de faire \u00e0 nouveau affaire avec vous. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Comment votre entreprise d'affiliation doit-elle g\u00e9rer les remboursements ? Dans cet article, nous allons vous donner quelques conseils sur la mani\u00e8re de g\u00e9rer les remboursements d'une mani\u00e8re \u00e9quitable \u00e0 la fois pour votre entreprise d'affiliation et pour vos clients !<\/p>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\"><strong>Garder la classe<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ne laissez JAMAIS une demande de remboursement \u00e9manant d'un client, en particulier d'un client m\u00e9content, vous amener, vous ou votre personnel, \u00e0 manquer de caract\u00e8re. Quelle que soit la difficult\u00e9 du client, soyez toujours aimable et courtois et traitez-le avec respect.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">N'oubliez pas que vous repr\u00e9sentez votre entreprise et que, s'ils voient un employ\u00e9 d\u00e9passer les bornes, les futurs clients en d\u00e9duiront que tous les employ\u00e9s d\u00e9passeront les bornes.  Gardez donc toujours votre sang-froid et restez professionnel, quel que soit le comportement du client.<\/p>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\"><strong>Comprendre le remboursement<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La premi\u00e8re \u00e9tape de la gestion d'un remboursement sur votre site d'adh\u00e9sion consiste \u00e0 comprendre pourquoi le client souhaite \u00eatre rembours\u00e9.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Les raisons pour lesquelles vos clients souhaitent annuler leur adh\u00e9sion et obtenir un remboursement peuvent varier :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Votre client a eu l'impression que votre formule d'abonnement ne r\u00e9pondait pas \u00e0 ses besoins ou qu'il n'\u00e9tait tout simplement pas satisfait du produit.<\/li><li>Le client n'a pas eu le sentiment d'avoir \u00e9t\u00e9 trait\u00e9 correctement ou d'avoir b\u00e9n\u00e9fici\u00e9 d'une assistance ad\u00e9quate de la part de votre \u00e9quipe d'assistance.<\/li><li>Le client voulait simplement tester votre service et a d\u00e9cid\u00e9 d'annuler pendant la p\u00e9riode de remboursement (si vous en avez pr\u00e9vu une).<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Quelle que soit la raison, c'est toujours une excellente id\u00e9e de se mettre \u00e0 la place de vos clients et de comprendre pourquoi ils ont estim\u00e9 que r\u00e9silier leur abonnement \u00e9tait la meilleure solution. Non seulement cela vous aidera \u00e0 comprendre comment am\u00e9liorer votre site d'abonnement, mais cela vous permettra \u00e9galement de vous pr\u00e9parer \u00e0 g\u00e9rer des demandes similaires \u00e0 l'avenir.<\/p>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\"><strong>Conna\u00eetre son m\u00e9tier<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La pire chose que vous puissiez faire en tant que chef d'entreprise est de traiter un client sans conna\u00eetre votre politique de remboursement !<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Non seulement cela montre que vous et votre \u00e9quipe faites preuve de professionnalisme et prenez votre travail au s\u00e9rieux, mais cela peut \u00e9galement contribuer \u00e0 prot\u00e9ger votre entreprise contre les clients qui cherchent \u00e0 profiter de la situation et veulent simplement tenter leur chance pour voir s'ils peuvent se faire rembourser (car, avouons-le, il y a des gens qui agissent ainsi). <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En r\u00e9sum\u00e9, restez toujours pr\u00eats et ne laissez jamais un client vous d\u00e9passer !<\/p>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\"><strong>Tirer les le\u00e7ons de la demande de remboursement<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Puisque vous avez pris le temps de comprendre pourquoi le client a demand\u00e9 le remboursement, vous pouvez maintenant tirer les le\u00e7ons de cette exp\u00e9rience. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Peut-\u00eatre avez-vous remarqu\u00e9 que les clients demandent des remboursements pour la m\u00eame raison, ou que ceux qui demandent un remboursement proviennent de la m\u00eame source de trafic (Facebook, r\u00e9f\u00e9rences, recherche Google, etc.) ? Leurs demandes de remboursement interviennent-elles \u00e0 peu pr\u00e8s au m\u00eame moment ?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Posez ces questions et laissez-vous enseigner. Apprenez \u00e0 am\u00e9liorer votre entreprise et ses processus. Bien s\u00fbr, il arrive que les gens veuillent annuler leur abonnement pour voir s'ils peuvent se faire rembourser, mais la plupart du temps, les clients ont une raison valable qu'il convient de prendre en consid\u00e9ration. G\u00e9rer un site d'affiliation est d\u00e9j\u00e0 assez difficile - permettez-vous d'apprendre et de vous am\u00e9liorer.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Lorsque vous cr\u00e9ez un site d'adh\u00e9sion, on a tendance \u00e0 mettre sa politique de remboursement au second plan, mais c'est pourtant extr\u00eamement important ! Une politique de remboursement inad\u00e9quate, voire inexistante, dans votre activit\u00e9 en ligne peut litt\u00e9ralement avoir un impact sur votre tr\u00e9sorerie et ruiner votre entreprise. Il est donc judicieux de mettre en place la politique de remboursement de votre entreprise d\u00e8s que possible !<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Avez-vous mis en place une politique de remboursement dans le cadre de votre activit\u00e9 d'adh\u00e9sion ? Racontez-nous dans les commentaires !<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\n\nSi vous avez aim\u00e9 cet article, suivez MemberPress sur&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/www.facebook.com\/memberpress\" target=\"_blank\">Facebook<\/a>&nbsp;pour plus de contenu. Vous pouvez \u00e9galement trouver MemberPress sur&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/twitter.com\/memberpress\" target=\"_blank\">Twitter<\/a>&nbsp;et&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/www.instagram.com\/memberpress\/\" target=\"_blank\">Instagram<\/a>.\n\n<\/p>","protected":false},"excerpt":{"rendered":"<p>It&#8217;s never a good thing to find out that one of your membership site customers wants a refund. After all of your hard work, it can be frustrating and hurtful when a customer expresses their dissatisfaction in your product. However, no matter how you may feel, the last thing you want to do is damage [&hellip;]<\/p>\n","protected":false},"author":20788,"featured_media":18096,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"_strive_editorial_status":"not-started","_strive_copy_of":0,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","_FSMCFIC_featured_image_caption":"","_FSMCFIC_featured_image_nocaption":"","_FSMCFIC_featured_image_hide":"","_strive_checklists":"\"\"","_strive_active_checklist":"62291e2bb2422","_strive_post_notes":"","footnotes":""},"categories":[69,144,134,102],"tags":[70],"class_list":["post-17962","post","type-post","status-publish","format-standard","has-post-thumbnail","category-advice","category-business","category-how-to-2","category-monetization","tag-membership-site","entry"],"acf":{"plans":["scale"],"is_featured":false,"download_source":"none","mothership_slug":"","download_url":""},"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 5.0.2 - aioseo.com -->\n\t<meta name=\"description\" content=\"So how should your membership business handle refunds? 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