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 directly message your customers.

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 Customers dashboard. You can unsubscribe or resubscribe them to your posts here by clicking the green checkmark.

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.

Gumroad can help with: You handle:
Download issues Physical good shipping information
Payment issues Product questions and feedback
Fraudulent products Refunds

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.

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. However, in some cases we will dispute them.

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 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 upfront 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. Note: Gumroad reserves the right to refund your customers if there exists the risk of a chargeback. 

How to refund customers

You can refund any purchase right from your Customers dashboard. 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. 

More resources

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