Interacting with Customers

Your customers are your business. We help you understand who they are and interact with them in more interesting ways.

Message your customers

We believe that you own the relationships you have with your customers. This is why we provide the email address, among other information, of all of your customers. You can download a CSV list of your customers, or use our interface to directly message your customers.

With our Updates feature, you can send out immediate updates to customers, or schedule them hours, days, weeks, and months in advance. Get your Christmas cards taken care of early!

With our Workflows feature, you can create automated messages and updates to be sent after a customer makes a purchase.

Benefit: Creators publishing their second product on Gumroad typically see an increase in sales versus their first product, as they have a following to announce the new product to.

In your Customers tab, you can verify whether or not a customer is receiving updates from you. You can unsubscribe, or resubscribe them to your updates. 

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Updating a product

You can update a file at any point in time, and send an update to your customers immediately. Doing this will not affect the URL of your product or its existing customers in any way. 

You can also choose to message your customers later through your Customers tab, with scheduled updates. Learn more about sending updates here!

Support issues

When issues arise, Gumroad support (support@gumroad.com) is here to help. Below is a breakdown of what questions we can help answer, and which questions you'll need to. You can also tweet @GumroadHelp for real-time support.

GumroadCreator (that's you!)
Download issuesPhysical good shipping information
Payment issuesProduct questions and feedback
Fraudulent productsRefunds

When a customer buys your product, the email address you use for your Gumroad account will be visible to them in their receipt headers, so they can email you with questions or requests. If you wish to use a separate email for handling support issues, you can put that in your Settings page.

Chargebacks

When a customer disputes a charge with their bank, the bank takes back money from the merchant and charges the merchant a small fee. This reversal of funds is called a chargeback. A customer has a specified amount of time, usually 90 days, from the date of sale to request a chargeback.

Chargebacks exist to protect customers and help protect against card charges that occur without the consent of a card owner. Gumroad, as the merchant in this situation, cannot prevent chargebacks from happening. No merchant can. But we do dispute them, and sometimes win.

There are a few reasons why you might see chargebacks.

Fraud

This is the most common reason for chargebacks and includes identity theft, stolen cards, and other unauthorized card use.

Quality disputes

A customer claims that they did not receive a product or the good as promised (most common in cases of physical goods), or that the goods they did receive are not as advertised.

Preventing chargebacks

When a chargeback occurs, Gumroad works with you to fight it. There are a few simple steps you can take to help minimize chargebacks as well.

Accurately describe your product

Make sure that it's apparent what the customer will receive from the description on your product page. Adding a cover image that shows your product helps with this. It also helps to clarify to your customers that they are being charged by Gumroad, not by you personally.

Learn more about adding products on Gumroad

Be up front about your refund policy

Yes, you can set your own refund policy. Just make sure that your receipt text and product description are open about your refund policy. Learn how to edit your receipt here. Be aware that Gumroad reserves the right to refund your customers if there exists the risk of a chargeback. On that note!...

Refunding customers

You can refund any purchase right from your dashboard. Just click on the email address associated with a purchase and click refund. There is no fee for refunding a purchase. Typically, it takes a few days for the funds to show up in the customer's account. Learn more about refunding here.

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