Customer support tickets are one of the primary ways customers communicate with ClickBank users. In order to be successful in building their enterprise, ClickBank users (or authorized Clerks) must diligently review and manage their customer support tickets.
NOTE: Ticket management is done through your primary ClickBank account. If you have not linked your account nickname to a primary ClickBank account, do so now before proceeding with this article.
There are three different types of customer support tickets that can be managed from the Ticket Management page: tech support tickets, refund tickets, and cancellation tickets. The management process for each type of ticket is similar and the terminology used for each type of ticket is the same.
Step 1: Log in to your primary ClickBank account.
Step 2: Click the Tickets tab.
Step 3: Locate the customer support ticket queue.
NOTE: The customer support ticket queue is located below the ticket search fields. This is the area where all of your open tickets are displayed. You can manage which tickets you see in your queue by narrowing the search based on search by Vendor (aka seller). To do so, select a specific ClickBank account that is linked to your account in the vendor search field located at the top of the Ticket Management page.
Step 4: Select a ticket to manage.
The first column of the customer support ticket queue displays a ticket number. The ticket number is a unique identification number that is created when a customer submits a customer support ticket. Clicking this number will open the ticket in a new window. The type of customer support ticket will be indicated in the first section of the ticket. It will either be a tech support ticket, a refund ticket, or a cancellation ticket.
- Tech Support: A tech support customer support ticket is opened by a customer who needs assistance with their order.
- Refund: A refund customer support ticket is opened by a customer. A ticket will be categorized as a refund ticket for any type of refund. To learn more about what kind of refunds ClickBank Sellers can offer their customers, check out this Knowledge Base article.
- Cancellation: A cancellation ticket applies to customer subscriptions. If a customers wishes to cancel their subscription, this request will come through as a cancellation ticket.
Step 5: Review the ticket.
- Status: A customer support ticket can have an open or closed status. If the ticket is listed in the ticket queue, then the ticket is open. You can search for closed tickets using the search function at the top of the "Ticket Management" page.
- Expiration: The "Expiration" section of a ticket indicates how much time is left until the ticket is considered "inactive." Once a ticket is inactive, it will be closed. You can reopen the ticket by searching for it using the search function.
- Opened: The "Opened" section of the ticket shows the date and time the ticket was opened.
- Type: The "Type" section of the ticket lists whether the ticket is a tech support ticket, a refund ticket, or a cancellation ticket.
- Source: The "Source" section of the ticket provides information regarding who opened the ticket.
- Locale: The "Locale" section of the ticket displays what language the ticket is in.
- Transaction: This section provides the receipt number (also known as an order number) of the transaction and at what time the transaction was made.
- Vend / Affil: This section provides the Account Nickname of the ClickBank Seller that made the sale.
- Status: This field typically always states that the customer support ticket is in reference to a sale.
- Purchase: This field shows the monetary amount of the sale.
- Payment Method: This field indicates how the customer paid.
- Product Type: The specific type of product.
- Customer: The name of the customer is provided in this section.
- Email: The customer's email is provided in this section.
- Description: A description of the purpose of the ticket is provided in this section.
- Note: Additional information from the customer, seller, or clerk can be found here.
NOTE: Checking the "Escalate" box will allow for a ClickBank Customer Service Representative (CSR) to issue a refund is the ticket is more than 90 days old.
Step 6: Action the customer support ticket.
Using the information you have gathered from the customer support ticket, decide on a best plan of action. For more information on customer support ticket best practices, check out this tactical article. Every time the customer or ClickBank user make changes to a ticket, both the customer and the seller are informed via email.
NOTE: When actioning a ticket, you must enter a minimum of 6 characters into the "Comments" section to complete the procedure.
Step 7: Repeat Step 3 through Step 6 for the open customer support tickets in the queue.
Keeping up on your customer support tickets is a critical element of succeeding as a ClickBank user. Customers communicate their needs and wants through customer support tickets. Neglecting tickets is the same as neglecting your customers, so make sure you stay current on your ticket queue.
Once a refund is initiated, it will remain in the queue for 24-48 hours until the refund is finalized. During this time, do not change the status of the ticket to "Closed." Once the refund is processed, the ticket will be automatically removed from the queue.
Additional Resources & Related Articles
VIDEO: How to Handle Customer Service as You Scale
KNOWLEDGE BASE ARTICLE: Using the Customer Support Ticketing System