How can I improve support for my product buyers?

Providing excellent support is essential to strengthen the relationship with your buyers and ensure a positive shopping experience. We understand that questions and requests are part of the daily life of those who sell digital products. Therefore, having efficient support can make all the difference for your audience's satisfaction and the success of your business.

In this article, you will find ten helpful tips every creator needs to know to optimize support provided to their buyers. Check them out below:

❯ How to resend product access information

If the buyer hasn't received or has lost the product access information, you can easily resend it from your account. Follow the steps below to help the buyer regain access:

1. Log into your Hotmart account using this link: https://app.hotmart.com/. 
2. In the left sidebar, click on Sales and then on My sales.
3. Use the available filters to locate the desired transaction.
4. In the Actions column, click on the option to Resend access.

After following these steps, the buyer will receive an email with the necessary information to access the product again. This ensures they can enjoy the purchased content without interruptions.

❯ How to resend access through the members area

Resending access to your product in the members area is a great way to ensure your buyers receive the necessary information to access their purchased content. If you need to resend access, you can do so directly in your product's members area by following these steps:

1. Access your product’s members area.
2. In the left sidebar, click on Products.
3. Select the product for which you want to resend access.
4. Click on the Users tab located at the top of the screen.
5. Enter the buyer's email to locate their profile.
6. Click on the three-dot menu next to the user's profile and select Resend access.

If you need to resend access in bulk to several users, select them all from the list, click on Actions, and then Resend access. Confirm the action by clicking Ok in the confirmation pop-up that appears. Once these steps are completed, your buyers will receive a new email with all the product access information.

Important: For bundle purchases, each product is treated individually. Therefore, access needs to be resent separately for each product included in the bundle.

❯ How to request or approve a purchase refund

At Hotmart, you have the autonomy to request or approve a refund directly from your account. Here's how to proceed in each case.

To request a refund for your buyer:

1. Log into your Hotmart account using this link: https://app.hotmart.com/. 
2. In the left sidebar, select Sales and then My sales.
3. Use the Filters option to enter the transaction code or the buyer's email. Make sure to set the correct period corresponding to the purchase date to locate it more easily.
4. After applying the filters, select the transaction you want to refund.
5. In the Actions column, click on the three-dot menu and select Refund buyer.

To approve a refund requested by the buyer:

1. Log into your Hotmart account using this link: https://app.hotmart.com/. 
2. In the left sidebar, select Sales and then Refunds.
3. Use the filters to locate the desired transaction.
4. In the Actions column, click on the three-dot menu and choose Approve.

After the refund is processed, if the buyer has questions about receiving the funds, you can guide them to find more information in this article.

❯ How to cancel a buyer's subscription

Canceling a buyer's subscription is a straightforward process you can do directly from your account. This procedure is used when you want to stop future charges on an active subscription without refunding any previous charges. Here's the step-by-step guide:

1. Log into your Hotmart account using this link: https://app.hotmart.com/. 
2. In the left sidebar, select Sales and then Subscription management.
3. In the Reports menu located on the right, select the Subscriptions card.
4. Use the filters to locate the subscription data you wish to cancel.
5. In the Actions column, click on the three-dot menu and select the option to Cancel subscription.

Important: The subscription can be canceled at any time, and cancellation prevents future charges. However, refunds for completed transactions are only available within the guarantee period and only apply to the first transaction of the subscription. If you need to process a refund that fits this scenario, follow the steps above and select the Refund buyer option in the Actions menu.

❯ How to reactivate and charge a subscription 

If a subscription has been canceled and the buyer wishes to reactivate it, you can do this from your account as the creator. Reactivation can be done with or without immediate charge. Here's the step-by-step process to perform this action:

1. Log into your Hotmart account using this link: https://app.hotmart.com/. 
2. In the left sidebar, select Sales and then Subscription management.
3. In the Reports menu located on the right, select the Subscriptions card.
4. In the filters, look for the Subscription status option and select the options related to canceled subscriptions.
5. In the canceled subscriptions report, locate the subscription you wish to reactivate.
6. Once found, click on the three-dot menu located in the Actions column and select the Details option.
7. In the subscription details window, select either Reactivate or Renew and charge, according to your preference.

If you need to reactivate subscriptions in bulk, simply check the boxes of the subscriptions you want to reactivate and click on Bulk actions. Then, choose between Reactivate or Renew and charge.

For more information on this process, refer to the article on how to reactivate a subscription by clicking this link.

❯ How to guide the buyer to reset their password

If a buyer needs to reset their access password to Hotmart, you can guide them with the steps below:

1. Access the password reset link: https://app-vlc.hotmart.com/password/forgot. 
2. Enter the email you registered.
3. Check the email inbox (including the spam folder) to find the password reset email.
4. Click on the link received in the email and create a new password.

The new password must be between 7 and 20 characters, must contain at least one letter and one number, and spaces are not allowed.

Note: It is only possible to request a new password every 30 minutes. This allows enough time for the password reset email to reach the buyer's inbox.

In the steps above, we give you the option to provide the buyer with a direct link to the password reset page to make the process easier.. However, the buyer can make this change by following the instructions available in this article.

❯ How to request an email change for the buyer

If the buyer needs to update the email registered with their purchase, you can make this change directly through your account. This will ensure the buyer continues to have access to the product without issues. Follow the steps below:

1. Log into your Hotmart account using this link: https://app.hotmart.com/. 
2. In the left sidebar, click on Sales and then on My sales.
3. Access the Transactions tab to locate the buyer whose email you wish to change.
4. In the Actions column, click on the three-dot menu and select Change email linked to the purchase.
5. Go to Customer’s information and click on Edit email.
6. Choose the reason for the email change and enter the buyer's current email.
7. Include the new email and repeat it to ensure no typing errors.
8. Click on Change email address to complete the process.

Once the change is completed, the buyer will receive an email with the updated information and can access the product with their new registered email.

Important: There are specific conditions for the email change to be processed. We recommend you consult this article for all the details. Additionally, the buyer can make this change by following the instructions available in this article.

❯ How to resend the check-in email link for in-person events

If a buyer hasn't received the email with the check-in link for an in-person event, you can resend it by following the steps below:

1. Log into your Hotmart account using this link: https://app.hotmart.com/. 
2. In the left sidebar, click on Products and select My products.
3. Select the product related to your in-person event.
4. In the product panel, click on Tickets and participants.
5. On the tickets screen, use the search magnifying glass to identify the participant.
6. At the top of the screen, locate the Check-in enabled field and click the arrow next to it to select the check-in status as Pending.
7. In the Actions column, click the three-dot menu and select the option to Send email with check-in link.

These steps will ensure the buyer receives the necessary email again to perform check-in at the event.

❯ Get feedback from your buyers

Listening to your buyers is essential for enhancing the user experience with your product. Feedback in the form of reviews, suggestions, and even complaints provides valuable insights into areas for improvement and opportunities for innovation.

Therefore, keep an eye on the messages received through support channels, comments within your members area, and reviews buyers leave about your products. Paying attention to these communication channels will not only help improve product quality but also strengthen your relationship with your buyers.

❯ Offer an active support channel

An active and available support channel is crucial for building trust and a good reputation for your product. It will serve as the primary point of contact between you and your buyers. To optimize the support offered, remember to:

• Provide the support email from your product's registration.
• Regularly monitor this channel.
• Promptly respond to received inquiries and requests.
• Record the main requests to improve your service over time.

Efficient support not only enhances the user experience but also contributes to the ongoing success of your product.