Customer Service & FAQ Template

1. Where is my product? I didn’t get my [access details, download link, etc.]

• First, please make sure that you have submitted your e-mail address correctly for delivery purposes.
• Second, please check your email “SPAM/Junk” folder to see if the e-mail has been held by your anti-spam filters. The delivery e-mail was sent to you from YOUR COMPANY NAME “EMAILADDRESS.com.”
• Third, you may contact our representatives for assistance at EMAIL ADDRESS OR
• LINK TO TICKET SYSTEM

2. I am having trouble with the download[downloading, opening a zip, the files, etc.]

• PDF Troubles: You are probably experiencing technical difficulties with the PDF links because you do not have the latest version of Adobe Acrobat Reader on your computer. You can download the free version by visiting Adobe.
• ZIP Files: To access a ZIP file, an ‘unzipping’ program is required. Such a program then ‘extracts’ the set of resources from the ZIP and puts them onto your computer for normal use.
• As suggested on the site, we recommend using (ZIP EXTRACTION SOFTWARE, for example, WinZip)

3. Do you have an affiliate program?

• We do have an affiliate program. We’ve partnered with NAME OF AFFILIATE
  • MANAGEMENT SYSTEM YOU USE. (For example, JVZoo)
  • Once you signup and are accepted to our program, you can log in at any time to get our banners and links, find out about commissions earned and even learn about how many impressions each of your links has received.
  • Visit LINK TO YOUR AFFILIATE SIGN UP PAGE.
  • We manually review all applications within NUMBER OF business days. Once your application is approved, we will send you setup instructions as well as banners and text links that you can put on your web site.

4. Where can I find my affiliate ID?

• Log into your account and navigate to the affiliates’ area, where it says, “get banners and links.” You will find all the affiliate links listed there to promote our individual products or to send people directly to our home page.

5. When are affiliates paid?

• Commission payments are made by the DATE YOU PAY each month following the month of sales. For example, commissions you earn in December will be paid out in January.

6. How are affiliates paid?

• Affiliates are paid once a month through PAYMENT SERVICE NAME. (For example,PayPal) You can sign up for an account with PAYMENT SERVICE NAME account at THEIR LINK

7. Can I get your free report branded with my affiliate link?

• If you’d like to brand our free report with your affiliate ID, EMAIL/SUBMIT A CUSTOMER SERVICE TICKET along with the name of the item you would like branded and your affiliate link. We’ll brand it for you.

8. What marketing materials/resources do you provide affiliates?

• We work hard to support our affiliates and update our participant care FAQ.
• We provide:
  • List the materials you do provide
    • For example, banners, emails, graphics/logos, content/articles

9. What is your refund policy?

• Digital Product Refund Policy Template:
  • Given the nature of downloadable digital items, we do not generally offer a refund or credit on a purchase. If you would like to request a refund or credit, please fill out this participant care FAQ form.
  • (NAME OF FORM). We will assess your request. However, we do not offer refunds or credits for the following situations:
    • List the potential reasons
    • Why you wouldn’t offer
    • a refund. They might include things like
    • you have changed your mind about an item; you bought an item by mistake;  you have lost the digital file.
• Retailer Refund Policy
  • If you are not 100% satisfied with your purchase, simply contact us for a refund or a replacement within (number of days). (Note: If you have shipping costs, you might deduct those from the refund.)
• Subscription or Membership Site Refund Policy
  • Subscription/membership fees are non-refundable; however, you may cancel renewed subscription by contacting (Name of company) within (Number of days) after renewal date to receive a full refund of the new subscription fees.

10. This is not what I ordered.

• If you’ve ordered our products/services by mistake, please visit LINK, create a ticket, and a customer support person will get back with you within TIME-FRAME.

11. Why should I buy PRODUCT/SERVICE?

• We’re so happy that you’re interested in purchasing from NAME OF COMPANY. Our PRODUCT/SERVICE:
  • List five to seven benefits in your participant care FAQ
  • To buying from your company
  • And using your products/services
  • Finish your list with a link to learn more
  • Or to make a purchase

12. Can I change my payment method?

• You can change your method of payment by
• List the steps required
• To change their payment method
• In the event of a membership, it may be as simple as logging into PayPal
• Or payment system.

13. Your password reset isn’t working

• We’re sorry you’re having trouble resetting your password. Please repeat these steps:
  • List the steps
  • To reset passwords
  • Including a link to the login/password reset
    • If this process still doesn’t work for you, please contact us at (PHONE/EMAIL) and a customer service representative will reset it for you.

14. How do I suspend or cancel my subscriptionon?

• We’re sorry to see you go. Before you leave, please let us know why and how we can improve our business. CUSTOMER SURVEY LINK To end your subscription, Include the steps necessary To cancel or put their membership On hold.

15. Which of your products is best for me?

• We’re delighted that you’re interested in working with NAME OF COMPANY. The majority of our customers begin with NAME OF PRODUCT.
• If you’re uncertain about where to start, please contact us (EMAIL/PHONE) and a customer service representative can offer the best suggestion for your needs

16. I forgot to download last month’s content

• Did you forget to download last month’s content? Not a problem. Visit LINK and submit a ticket to our customer service department. They will give you access to the content you missed.

17. What rights do I have? Can I ___ [edit, resell, share, etc.] your product

• List your rights or copyright policy here. If you do have resell rights or a variety of purchase options, consider publishing them on a separate page and linking to that page. For example, “Your content rights depend on the package/membership you purchase. Please visit LINK to learn about our items as well as what you can do with each package/membership.

18. Why did I get billed again?

• Your membership automatically renews 30 days from your original purchase date. If you cancel, you’ll (Your monthly content/information/access will be available for the remainder of your paid term). Your subscription will not be renewed after that term expires. Should you wish to come back in the future, we’ll be happy to have you! You can always log in to your canceled account to view
  • (CONTENT/LESSONS/MATERIALS). You’ll also have the option of reactivating your subscription.

19. How do I unsubscribe from your mailing list?

• We’re sorry to see you go. You can click on the unsubscribe button in the footer of every email message. Or you can visit LINK to manage your subscription settings.

20. How do I renew or restart my subscription?

• We’re delighted that you’re considering renewing/restarting your subscription. You can always log in to your account to view (CONTENT/LESSONS/MATERIALS). Once you’re logged in, you also have the option of reactivating your subscription.
  • If there are steps to restart subscription o List those steps here including
  • The link they need to sign into their account

21. I missed the deadline. Can I still get your special offer?

• We’re sorry, that promotion is over. However, if you are signed up for our email newsletter, we’ll send you notifications and announcements for future offers and product launches. You can also talk to a customer service representative to find the best option for your right now.

22. The ___ [coupon, buy button, etc.] didn’t work

• We’re sorry you’re having difficulties. Please contact our customer service department at PHONE NUMBER/EMAIL and someone will help you right away.

23. What payment methods can I use[PayPal, 2Checkout, etc.]?

We accept payment from:

• List your payment
• Options here
• If you only have one, PayPal for example,
• Share what payment options are available via that system
• For example, PayPal takes Visa, MasterCard, check payment and so on.

24. I missed last month’s content, how do I get a copy of it?

• Oh no, you missed last month’s content? Not a problem. Log in to your account. As long as you’ve paid for that month, you should be able to access and download it. You can also contact our customer service department (EMAIL/PHONE/TICKET LINK) and a representative can help you out.

25. My computer crashed, how do I get access to my previously purchased products?

• Technology problems are a bummer. But no worries, you can access your previously purchased products by (LOGGING INTO YOUR ACCOUNT/SUBMITTING A TICKET/CONTACTING OUR CUSTOER SERVICE DEPARTMENT).

You’ll need your:

• List the information they will need
• To access their old purchases
• For example, their Email
• Password or Order number

26. Why do you ask for my address and phone number?

• We ask for your address and phone number as a secondary source of verification should we need it. We live in a technologically advanced world and sometimes it’s good to have backup information if we need to get a hold of you or verify your information.

OR

• We occasionally like to reach out to our customers. Your address and phone number provide us with some old-school methods of communication. Who knows, maybe we’ll send you a birthday card.

27. My subscription was accidentally cancelled.

• Making financial changes to your PayPal account such as credit cards expiring or changing your banking information will cancel your monthly membership subscriptions. This is a not something we can control nor can we update it for you. To restart your subscription, follow these steps:
  • List the steps your subscriber
  • Needs to take to restart their membership · For example, log in to your Go to Renew Subscriptions.
  • Select the product you wish to restart and click the order button
  • Follow the payment process to complete the payment.
  • Note: If you were paying a different rate than our current price AND your subscription was canceled within the last NUMBER OF days, please contact customer service/issue a support ticket. Once we verify your details, we will try to reinstate you at the previous rate. If it has been more than NUMBER OF days since the cancellation, you will need to re-subscribe at the current rate.

28. I have a product I’d like you to promote. How do I do that?

• We appreciate that you want to work with us and we review all new requests, however due to the large number JV requests we receive, it is impossible for us to accept every one.
• Please review our site to ensure that your product is something our audience would be interested in. When you contact us, please share your ideas on how you would like the JV partnership to work. Include URLs to view the product. If you feel we are a good match, please submit a ticket with the details of your offer. We will get back with you as soon as possible.

29. Do you offer any guarantees on your work?

• Include your guarantee policy. For example, a service provider’s policy may be no guarantee. “We pride ourselves on quality work. We consult with you to ensure we complete your project to your specifications. In addition, we offer one optional rewrite with each project.”

30. I forgot my login/password

• Visit the login page and click “forgot my password/username.” Follow the instructions. If this process doesn’t work, please submit a ticket/contact our customer service department and someone will help you out.