Overview
Providing customer service is a critical element of your success as a ClickBank Seller. Refund, tech support, and cancellation tickets submitted by your customers can be managed and actioned from your primary ClickBank account. If you have not linked your account nickname to a primary ClickBank account, do so now before proceeding.
Sellers can provide customers with their specific customer service email, phone number, or website for customers to contact them directly regarding any issues they may have with their product. However, customers are always permitted to contact ClickBank directly with refund requests, cancellation requests, or technical support issues.
This article contains the following sub-articles. Click the hyperlink of the article that best suits your needs.
- The Customer Support Ticket System
- Ticket Management for Linked Accounts or Accounts Created After 10/29/19
- Ticket Management for Single Accounts Created Before 10/29/19
The Customer Support Ticket System Overview
The customer support ticket system allows ClickBank Sellers to view and respond directly to all support requested submitted by customers, including refund and cancellation requests. Any communication sent via the ticket system between a seller and a customer is monitored by the seller and is the seller's sole responsibility to action and manage. ClickBank is not responsible for managing a seller's tickets.
When a customer has an issue with a product that was sold through ClickBank and requests assistance, their issue is tracked via a ticket in the customer support system. Tickets can be created by ClickBank users, the customer, or a ClickBank customer service representative.
Every time a ticket is created or updated, the seller will receive an email notification at their customer service email. If no email has been specified as a customer service email, the email notifications will be sent to the seller's account email address. Instances that prompt an email include:
- Opened ticket
- Ticket reply
- Ticket change
- Closed ticket
- Ticket inactivity warnings
It's a good idea to specify a customer service email address that is different from your account email address. This will keep ticket updates separate from communications from ClickBank.
Each ticket is classified into a type. There are three types of customer support tickets:
Refund Tickets
Refund tickets are created when a customer requests a refund. When a customer requests a refund on a digital product, the refund is issued within 24 hours. If the refund is requested on the same day as the purchase, the refund is typically issued within 5 minutes. When a customer requests a refund for a physical product, the following refund schedule is applied:
- Refund requested on the same day as order, and order has not been shipped: 5 minutes
- Refund requested after they day of the order, and the order has not been shipped: within 24 hours
- Refund requested after the order has shipped: tech support ticket to the vendor
When a seller creates a refund ticket it is processed within five minutes.
Before issuing a refund, sellers are encouraged to try and "save the sale" by offering assistance to the customer. If the customer is satisfied with the service that the seller has provided, sellers can close the ticket. If the support will take longer that 24 hours, the seller can change the status of the ticket to Technical Support.
Related: Managing Refunds and Chargebacks
Sellers are not permitted to change the ticket type without the customer's consent. If sellers close or change the ticket type without the customer's approval, ClickBank will revoke the seller's ability to manage tickets and issue requested refunds automatically.
When a refund ticket is processed, either because the wait time has elapsed or because the seller has issued the refund, a confirmation email is sent to both the seller and the customer. Then, the ticket is closed.
If a customer has requested a refund on a recurring product, only the last charge is refunded and the subscription is automatically canceled.
If a customer submits a refund ticket through the customer support website manually closing the ticket will not issue a refund. The ticket will close 24 hours after the refund has been issued.
Cancellation Tickets
Cancellation tickets are tickets that are created when a customer has requested to cancel a recurring subscription. A cancellation ticket halts any further subscription, but does not issue any refund.
When a customer or seller requests a cancellation, the cancellation is typically finalized immediately regardless if the customer or the seller creates the cancellation ticket.
Sellers are encouraged to contact customers in order to save the subscription and offer assistance. If the customer responds to the seller's message stating that they are satisfied with the support, sellers are permitted to close the ticket. If the assistance will take longer than 24 hours, sellers may change the ticket type to technical support.
ClickTip: Sellers are not permitted to change the ticket type without the customer's consent. If sellers change the ticket type without the customer's approval, ClickBank will revoke the seller's ability to manage tickets and issue requested refunds automatically.
When a cancellation ticket is processed, either because the wait time has elapsed or because the seller has issued the refund, a confirmation email is sent to both the seller and the customer. Then, the ticket is closed.
If a customer submits a cancellation ticket through the customer support website manually closing the ticket will not cancel a subscription. The ticket will be automatically closed 24 hours after the subscription has been canceled.
For more information on selling recurring products, CLICK HERE.
Technical Support Tickets
Tech support tickets are tickets that are created when a customer is experiencing difficulty using a product that they ordered from ClickBank. Common issues include problems logging in to a subscription site, problems downloading the product, or problems receiving the product.
When a tech support ticket is created, the issuer of the ticket will provide specific information about the issues they are experiencing. If the seller does not respond to the ticket within 48 hours, both the seller and the customer will receive an inactivity warning email. A second inactivity warning email will be sent after four days. If, after six days or no activity, the customer support ticket system will close the ticket automatically.
If the customer does not respond to a seller's response within seven days, they will receive a reminder email. After seven more days, the customer support ticket system will close the ticket automatically.
Primary (aka "Master") Account Ticket Management
How to Open a Customer Support Ticket
To create a customer support ticket as a seller, follow the instructions below.
Related: How do I search for a specific transaction ticket from my primary account?
Step 1: Log in to your ClickBank account.
Step 2: Click the Transactions tab.
Step 3: Search for the transaction that you wish to issue a ticket for.
To search for a transaction, use any of the fields with a red asterisk to narrow your search.
Step 4: Click the Create Ticket button.
Step 5: Select the type of ticket you wish to create from the Type section.
You can choose to create a technical support ticket, a cancellation ticket, or a refund ticket. For more information on ticket types, check out the Customer Support Ticket System Overview section of this page.
ClickTip: The comments added to any ticket are publicly visible.
- Technical Support Ticket
If you are creating a technical support ticket, you can provide the reason for the cancellation and any additional comments in the appropriate sections.
Do not open a technical support ticket on behalf of your customers. The customer support ticket system will delete the ticket after 24 hours. You can change a refund or cancellation ticket to a technical support ticket only after you have received a message from the customer giving consent to do so. - Refund Ticket
If you are creating a refund ticket, make sure to select the quantity of the items refunded (if necessary). If you have enabled the partial refunds feature, select whether you wish to issue a full or partial refund. - Cancellation Ticket
If you are creating a cancellation ticket, you can provide the reason for the cancellation and any additional comments in the appropriate sections.
NOTE: The comments added to any ticket are publicly visible.
Step 6: Select a reason for the ticket from the Reason dropdown menu.
Step 7: Add any additional comments in the Comments section.
Step 8: Click the Save button.
How to Respond to a Technical Support Ticket
To respond to a technical support ticket, follow the instructions below.
NOTE: If a seller has an issue with a ticket and requires ClickBank's assistance, there is the option to check the Escalate to ClickBank box on the ticket. Checking this box sends the ticket to the Customer Support Team for additional review
Step 1: Log in to you ClickBank account.
Step 2: Click the Tickets tab to navigate to the Ticket Management page.
Step 3: Select the account you wish to search in the Seller dropdown menu.
Step 4: Click the Find Tickets button.
Step 5: Select the ticket you wish to respond to from the ticket table by clicking the hyperlinked ticket number.
Step 6: Respond to the initial customer issue in the Comments field.
Step 7: Click the Save button.
NOTE: To keep the ticket open, make sure that you do not select the Close Ticket radial button. Selecting this button will immediately close the ticket and the customer will not be able to add or review comments. If this is the final correspondence and you wish to close the ticket, select the Close Ticket radial button.
How to Update a Customer Support Ticket
If you need to update or edit a ticket, follow the instructions below:
Step 1: Log in to you ClickBank account.
Step 2: Click the Tickets tab to navigate to the Ticket Management page.
Step 3: Select the account you wish to search in the Vendor dropdown menu.
Step 4: Click the Find Tickets button.
Step 5: Select the ticket you wish to respond to from the ticket table by clicking the hyperlinked ticket number.
Step 6: Select the action you wish to perform on the ticket from the radial button bank.
Depending on the ticket type, the radial button options may include:
- Change to Refund
When you select the Change to Refund radial button, the ticket will be changed to a refund ticket and refund will be issued to the customer. If you wish to issue a partial refund, make sure you specify that in the ticket. - Change to Cancel
Use this option when you wish to change a ticket to a cancellation ticket. This will cancel the customer's subscription. - Close Ticket
ClickTip: It is not necessary to manually close a ticket. Tickets are automatically closed after 24 hours lapses since the last seller action. For example, once a refund is issued, the ticket is closed 24 hours later. - Change Locale
When you select the Change Locale radial box, you can select a new language to display to ticket in from the adjacent dropdown menu.
Step 7: Click the Save button.
Ticket Management at the Nickname Account Level
This section contains the following topics:
Creating a Ticket
If you have a single, unlinked, ClickBank account that you created before 10/29/20, here is the process for creating tickets.
Step 1: Log in to your ClickBank Account.
Step 2: Click the Reporting tab.
Step 3: Click the Transactions tab.
Step 4: Locate the transaction you wish to create a ticket for in the transaction table.
Step 5: Click the T icon under the Actions column.
NOTE: To view the receipt for the order, click the receipt number under the Receipt column.
Step 6: Select the ticket type.
Step 7: Select a reason from the What problem are you having? dropdown menu.
Step 8: Add any additional comments in the Additional Comments field.
Step 9: Click the Send button.
Responding to a Technical Support Ticket
If you have received a customer support ticket from a customer, you must respond to it promptly. To do so, follow these instructions.
Step 1: Log in to your ClickBank account.
Step 2: Click the Reporting tab.
Step 3: Click the Transactions tab.
Step 4: Locate the transaction you wish to create a ticket for in the transaction table.
Step 5: Click the T icon under the Actions column.
Step 6: Provide a response or assistance in the Additional Comments field.
Step 7: Click the Send button.
Updating a Ticket
To update or manually close a ticket, follow the instructions below:
Step 1: Log in to your ClickBank account.
Step 2: Click the Reporting tab.
Step 3: Click the Transactions tab.
Step 4: Locate the transaction you wish to create a ticket for in the transaction table.
Step 5: Click the T icon under the Actions column.
Step 6: Update the ticket as necessary.
Depending on the type of ticket, you may see the following options:
-
Reply
This option allows the seller to reply to the customer or save the sale or subscription.
-
Close Ticket
This option will close the ticket and the response or actions will no longer be visible to the seller or customer.
-
Change to Tech Support
Use this option if you wish to change the ticket type to tech support. If the customer has agreed to cancel their refund or cancellation request in writing, sellers can use this option to stop the cancellation or refund.
-
Change to Refund Type
Use this option if it is necessary to issue a refund for the order that the ticket is in reference to. Once the ticket type is changed, a refund will be issued and the ticket will be closed 24 hours later. -
Change to Cancellation
Use this option if it is necessary to\ cancel the subscription that the ticket is in reference to. Once the ticket type is changed, a refund will be issued and the ticket will be closed 24 hours later.
Step 7: Click the Save button.
Additional Resources & Related Articles
- KNOWLEDGE BASE: Troubleshooting Customer Issues
- KNOWLEDGE BASE: Managing Refunds and Chargebacks