Sphinn - Should SEO Companies Offer Refunds?

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Sphinn It!

Went Hot: September 5, 2008 - 6:17 am
Posted By: Harith 303 days ago
Topic Type: News Story (Jump to http://www.seroundtable.com)
Category: SEO

A High Rankings Forum member who has been working on a yearlong SEO agreement is now facing new management with his client and they're requesting a refund for services (mostly because some project deliverables weren't actually delivered). Should this SEO comply and return the money?

11 Comments

Who Desphunn This (0)

Comments

from ljjones 303 days ago #

Votes: 2 | Vote:

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If the deliverables weren't delivered, then the company shouldn't have to pay for services. But truely it comes down to the contract and what was promised in it. I recomend having a solid contract and making sure you know up front what the seo company is going to deliver and execute on.

from DarkMatter 303 days ago #

Votes: 1 | Vote:

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big mistake not putting this into the contract, but I don't think it's right to charge people for services you didn't provide. I can understand being reluctant to refund because a client doesn't understand that seo is not instant gratification, but if you didn't deliver on your own promises then you should refund.

from paisley 303 days ago #

Votes: 1 | Vote:

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yes, don't put it in writing if you can't deliver, unless you have proof the company hindered that effort.

from Halfdeck 303 days ago #

Votes: 0 | Vote:

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75% no, huh?

Reading the HR thread my answer is no because the timeline is 12 months and the client should be flexible and not expect everything to happen according to plan on month 1.

from 5ubliminal 303 days ago #

Votes: 0 | Vote:

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If you can't do your job give the money back.

SEOs promise anything nowadays. And they should put their money where their mouth is.

In a world where any noob's a seo, they should pay for incompetence. It's damn easy to talk the talk but can you walk the walk?

PS: I like the poll results. Seems like legit SEO business owners have risen against the incompetents... or someone's playing with it!

from toprank 303 days ago #

Votes: 1 | Vote:

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There should be a solid agreement in place and if no work was performed, during a period for which payment was received AND the client wants to cancel, then it's best to refund the amount for work not completed.

Otherwise, work out a free month or extra services. Be first to bring up that a deliverable was not completed and paid for. There's no client I've worked with that doesn't appreciate that kind of honesty and dedication to their best interests.

In 10+ years of delivering Internet marketing consulting services I've only had 1 request for a refund and it was within the first 30 days. None was given because the person never paid in the first place. That's often the type that wants a refund anyway.

from iBrian 303 days ago #

Votes: 0 | Vote:

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Lesson here is to provide a SLA which details what work you will be doing. If you think any of your processes may change over the time period, then make allowances for that in your SLA.

A lot of this is simply about communication - ensure the client knows what you'll be doing from the start, so misunderstandings are less likely to arise.

from oldschool 301 days ago #

Votes: 0 | Vote:

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There is a huge difference between not providing a guarantee for SEO and promising an SEO deliverable and not delivering it. The former is a matter of business practice, and the latter is a matter of bad business (or fraud).

Unless I am missing something, I am not sure why there is a debate going on about a company that clearly has failed to do it's job by not delivering on a promise (of an actual deliverable). Secondly, I am not sure who in good conscience would think they are entitled to get paid for not delivering what they promised. Can someone tell me what I am missing here?

The intro states "some" of the deliverables were not delivered, so I think we would need a clarification of that to make a true judgment call.

from Jeeb90 301 days ago #

Votes: 0 | Vote:

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Should an SEO firm offer refunds?

Does a lawyer refund your money if you lose?

Does an ad agency refund your money if the tv ad they created for you doesn't bring you as much business as you think it should?

No. No. No.

Well, about #2, some lawyers don't charge you unless you win (personal injury ones), but that's not the same as a refund.

from robwatts 300 days ago #

Votes: 0 | Vote:

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I haven't read the thread or seen the contract, but the bottom line is that if you are an SEO and are saying to company x yes we will get you an x position result and charge you y then, crikey, why are you offering to provide on something that you have no real control over?

I'd understand if the keyphrase was so easy peasy that my cat could get you to rank, but for anything competitive and by that I mean PPP or Insurance or Travel or other markets with lots of affiliates and lots of people all competing for the same space then I'd say no way pedro.

A lot of work goes into a good SEO campaign. A lot of analysis, a lot of groundwork a lot of reporting a lot of work, a lot of feedback, a lot of application of industry knowledge, splashes of genius and inspiration of what works and what doesn't. That costs, SEO's shouldn't give that away free, especially on the basis of what a search engine could for all manner of reasons, take away at the drop of a hat.

Companies need to do due diligence, they need to get companies to pitch and weigh it all up, ask for references. Heck they could even factor a performance aspect to the campaign. Tracking tools enable for all manner of forms of tracking, meaning that sales and conversions can be measured to the nth degree and where met, paid out on in a win win way.

Of course, some companies might be reluctant to sign up for something that might just eat into some stratespheric profit predication that a #1 serp could provide and for that reason fewer of these kinds of deals happen than should.

We need to remember too that seo companies and agencies have staff and bills to pay. As the guy above said, in most cases a lawyer wouldnt dream of a no win no fee deal, unless perhaps they knew they were on to a sure fire winner.

Competitve SERPs aren't ever sure fire winners, unless perhaps you happen to be gifted with a product or company so kick ass its destined to win regardless. Those kinds of gigs are few and far between. Most companies dont 'get it' , some only implement a fraction of what you suggest or are unwilling/incapable of going with what you say they need to be doing, some have awful development companies or hosts that make huge blunders that mess with your work, its just not as straightforward as promise X and deliver Y. If you over promise and under deliver then its your own fault. People need to manage expectations.

2 cents

from Jeeb90 298 days ago #

Votes: 0 | Vote:

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There's really a very simple answer this question. HELL NO.