5 years ago, refund requests were extremely rare, but over the past couple of years, the number has been rising significantly. This is across a number of different applications, some old and some new.
The reason is usually the same - the user never bothered downloading and running the trial. They make a purchase, and then find that they don’t want the app, or that something isn’t there that they need, or that there’s some other problem.
The common denominator is always that they buy first, and then they try out the software. If they’d bothered downloading the trial, they would have discovered the issue and not bought.
We’ve made a number of site changes to try and combat this - big messages right next to the buy buttons telling people to download the trial first, but it makes no difference.
We’re not selling impulse buy priced software either. It’s all $40-$80 consumer apps. My feeling is it may be experiences based on small priced phone app purchases, where users get used to buying on impulse rather than trying things out, are making them treat desktop apps the same.
Is anyone else finding this?