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 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:

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 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:

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.
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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 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.

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.

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.

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.

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.

To respond to a technical support 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 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.

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:

Step 7: Click the Save button.

This section contains the following topics:

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.

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.

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.
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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:

Step 7: Click the Save button.