Troubleshooting Customer Issues

When a customer has difficulty accessing your product, you can take several steps to help them.

The following subjects are covered in this article:

Resending Customer Emails

When a customer purchases a digital product that is delivered using ClickBank's content delivery, we send the customer an email with the download details. If the customer cannot locate the email with the download link for your digital product, you can resend the email through the user interface.

It can also be helpful, when resending this email, to remind the customer to check their spam folder or any other folders, and to verify that they entered their email address correctly.

  1. Log in to your ClickBank account.
  2. Click the Reporting tab.
  3. Click Transactions.
  4. Locate the relevant order.
  5. In the Actions column, click the magnifying glass icon.
    The order details page is displayed.
  6. Click Purchase Detail.
    The purchase detail email window is displayed.
  7. Verify the content. You can add comments before or after the original message.
  8. Click Send Email.
    The email is resent.

See the Content Delivery article for more information about content delivery.

Emailing Customers Directly

You can contact a customer directly using email.

  1. Log in to your ClickBank account.
  2. Click the Reporting tab.
  3. Click Transactions.
  4. Locate the relevant order.
  5. In the Actions column, click the email icon.
    A blank email to the customer is displayed using your local email client.

Contacting ClickBank

If a customer is having issues that you need assistance to solve, you can contact ClickBank.

You can contact ClickBank Client Services by emailing support@clickbank.com, or by creating a support ticket.

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