Refunds and returns

["Anna Gosling" <agosling -at- ts -dot- checkpoint -dot- com>]

Dear Tech Writers:

I'm the content editor for my team here at Check Point. We create training
manuals, and one of our dilemmas has been how to handle returns/refunds. We
recently put out three books, and our customers hollered about the order of
the content. We're doing a revision, and my manager wants to know how other
organizations - specifically Microsoft and Cisco - handle returns/refunds.
I'm hoping some of you work for Microsoft and Cisco, so I can read your
responses :-}

Here's what we're thinking of doing to help our customers:

* Charging our customers a $20 restocking fee
* Giving our customers replacement books and vouchers for our exams; our
customers buy our certification exams from us directly. Each course we
create generates a certification.

The main thing is this: While we based our content on industry standards, we
also didn't notify our customers of major changes we made in our content
flow from a previous revision. So, we're trying to make our customers happy,
while not losing too much revenue. It costs us $20 to print books, so we
lose $20 each time we replace one of our existing books with new books. 

I hope that makes sense. I appreciate your feedback.

Thank you.
 
Anna Gosling, Content Editor
Education Services
Check Point Software Technologies Ltd.
2505 N. Highway 360, Suite 800
Grand Prairie, TX 75050
www.checkpoint.com <http://www.checkpoint.com/> 
 


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