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Dealing with disappointment: Reimbursement, compensation and understanding

Around the world, events and celebrations are being cancelled or postponed as we all work together to stop the spread of COVID-19. While social distancing measures have been instrumental in controlling the impact of the virus, the knock-on effect is that many businesses are finding themselves in situations where they are unable to fulfil all intended services or products to their customers.

While we can all appreciate the bigger picture and view our own small setbacks with the right amount of perspective, it’s human nature to feel disappointed. It’s important for businesses to recognise and understand this very human response and manage letdowns with care.

If you’re in a situation where you’re unable to deliver an intended product or service, here are a few tips to help you retain customer loyalty in the long run.

Communication is key

We’re in uncharted waters indeed. With health restrictions and guidelines changing every day, constant communication and flexibility is essential. With consumer anxiety at an all-time high, the best tactic it to adopt a “more is more” approach.

  • Answer questions – get in front of the inevitable onslaught of questions and provide all the answers you can upfront.
  • Be transparent – don’t answer questions if you don’t know the answer, it is perfectly acceptable to be open and honest about this.
  • Communicate concisely – the situation is complex enough without the addition of technical terms.
  • Use every platform – make the most of every communication channel you have at your disposal.

Provide reimbursement or compensation quickly

If you need to deliver reimbursement or compensation, it pays to do it quickly and with minimal fuss. Edge’s Mobile Pay platform makes it easier than ever to deliver refunds or compensation instantly and remotely. Mobile Pay is completely digital with funds delivered directly to customers mobile wallets via email or SMS. Customers can then use their Mobile Pay digital Mastercard to shop instore or online. Fast, simple and secure, Mobile Pay can be used for one off or bulk transactions and can even be customised to your brand.  Find out more about Mobile Pay.

Use rewards to show you care

Small rewards or an unexpected treat can go a long way in showing your customers that you care. Think about what your customers are going through and find a reward or special offer that’s really going to help them during this difficult time. Digital rewards can be a great way to show support – consider shaping your promotions around streaming services, gaming or e-books to keep kids happy (and parents sane) at home, or digital gift cards for food delivery services for an unexpected treat. Find out more about digital rewards like our Digital Retail Gift Cards and SwitchIt Gift Cards.

Move it online

We're lucky enough to live in a world where technology can make all sorts of things possible. Now's the time to think outside the square, get creative, and take advantage of the tools we have. So before cancelling an event, consider re-creating the experience online. There are a range of conferencing platforms which make holding business, social and community events possible. Make it feel special by treating everyone to lunch with a digital Uber Eats Gift Card, or send out a digital goodie bag with one of our Digital Gift Cards or SwitchIt Gift Card to choose their own reward.

Above all, be kind.

While cancellations and setbacks are an inevitable consequence of vital health and safety precautions, it’s important to allow your customers to feel sad or disappointed. Now’s the time to double down on sensitivity, patience and kindness. Listen to feedback with empathy and be ready to answer the same question multiple times, more often than not, your customers are looking for someone to listen.

To find out more about our fast, simple and cost effective digital and mobile solutions, get in touch today.