Interacting With Customers
Communicating with your customers
We believe that as the owner of your business, you should own the relationships you have with your customers. This is why we provide the email addresses (among other information) of all of your customers so that you can build your own email list. You can download a CSV list of your customers, or use our interface to message your customers directly.
On your Posts dashboard, you can publish posts on your Gumroad profile or send emails to customers. You can send them immediately or schedule them hours, days, weeks, or months in advance.
With our Workflows feature, you can create automated sequences of messages to be sent after a customer makes a purchase.
To see if a customer is signed up to receive posts from you, click their name on your Audience dashboard. You can unsubscribe or resubscribe them to your posts by clicking the green checkmark.
When issues arise, Gumroad support (firstname.lastname@example.org) 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.
|Gumroad can help with:||You handle:|
|Download issues||Physical good shipping information|
|Payment issues||Product questions and feedback|
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 that they can email you with questions or requests. If you wish to use a separate email for handling support issues, you can add one in your Settings.
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. However, in some cases we will dispute them.
There are a few reasons why you might see chargebacks:
This is the most common reason for chargebacks and includes identity theft, stolen cards, and other unauthorized card use.
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 received were not as advertised.
How to prevent 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 the description on your product page is clear and accurate. Adding a cover image, video, or audio preview that clearly shows your product can also help customers understand exactly what they're purchasing. It also helps to clarify to your customers that the charge on their statement will be from Gumroad, not your business name.
Be clear about your refund policy
As the owner of your business, you are in charge of setting your own refund policy. To help avoid conflict, ensure that your receipt text and product description are open about your refund policy.
PLEASE NOTE: As per our terms of service, Gumroad reserves the right to refund your customers if a risk of a chargeback exists.
How to refund customers
You can refund any purchase right from your Audience dashboard. You can also issue partial refunds if a full refund isn't justified.
Just click on the email address or name of your customer, and click refund next to the name of their purchase. 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.