This is a list of typical FAQ’s Digital Product Marketers. You can use this as a starting point when managing your clients’ help desks, knowledge base or support emails.
How to Download a PDF File
To download a PDF file, you must have a PDF reader program such as Adobe Reader. Right-click on the PDF file link. Left-click to choose "Save Target As…" or "Save File As….” depending on what browser you use. A dialog box from your browser will appear asking you where you want to save the file. Choose where you want to save the PDF and click save.
You should then be able to open it from wherever you save it on your computer.
How to Troubleshoot Opening a PDF
If you have problems opening a PDF file, try these two options to see if they fix the problem:
Option 1:
– Close your current browser
– Open Adobe Reader or other PDF reader
– Go the the ‘Edit’ menu and select ‘Preferences’
– Select ‘Internet’
– Uncheck ‘Display PDF in browser’
– Click OK and try to open again
Option 2:
– Close your current browser
– Open the PDF with another browser
How to Download an MP3 File
To download an MP3 file, right-click on the link that points to the file and select "Save Target As…" or "Save File As…" depending on what browser you use. Choose where you would like to save the file and click OK. It’s usually easier to find the file if you save it to your desktop. After the download completes, move it to where you would like to store it.
How to Troubleshoot an MP3 File Download
In order to play an MP3 file, you must have some type of media player installed on your computer. Most computers running a Microsoft operating system come with Media Player preinstalled. If you do not have Media Player, you can find it and several other free audio players by doing a simple Google search.
After downloading the MP3 file, check the file name to ensure it ends with .mp3. Webmasters often upload MP3 files with a different extension such as .tar, .gz, etc. If it’s anything other than .mp3, you will have to rename it before it will play.
To rename it, right-click the file and choose “rename” then change the tar, gz, or other extension to .mp3 and it should then open by double clicking the file.
How to Request a Refund
Digital Products
To request a refund, make sure that you have read the refund policy closely and are within the time limit for the guarantee. If you qualify, submit your refund request to the customer service center.
Be sure when requesting a refund, you include as much information about the purchase as possible such as:
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Date of Purchase
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Name used when purchasing the product
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Copy of the receipt or receipt/order number
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Email address used when purchasing the product
This will help us locate your order and quickly issue a refund.
Physical Products
We must be notified of your intent to return the product prior to you shipping the item(s) back.
To request a refund, make sure that you have read the refund policy closely and are within the time limit for the guarantee. If you qualify, submit your return & refund request to the customer service center.
When doing so, be sure to include as much information about the purchase as possible. We will need items such as:
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Date of Purchase
-
Name used when purchasing the product
-
Copy of the receipt or receipt/order number
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How you purchasing the product (check, credit card, paypal, etc)
This will help us locate your order and quickly issue a return authorization number.
Please wait for a reply to your request before returning the item. Once the product is received, please allow 5 working days for your refund to be issued.
How to Unsubscribe from a Mailing List
You may unsubscribe from one or all of our mailings by clicking the first link at the bottom of your newsletter. You will then be taken to a page that shows a list of all your subscriptions. You can choose to unsubscribe from a single list or if you want to stop receiving all communications from us you would choose to unsubscribe from main database.
Did Not Receive My Digital Product
If you purchased a digital product and did not receive the download instructions, please submit a product ticket to our customer care center. Please include the following when doing so:
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Date of Purchase
-
Name used when purchasing the product
-
Copy of the receipt or receipt/order number
-
Email address used when purchasing the product
This will help us locate your order and quickly send your product to you.
Cannot Log In To Download My Digital Product
If you are unable to log in to a product download area, please try the following before submitting a support ticket.
1. Make sure there are no spaces before or after the user ID or password. Often times when copying and pasting this will happen.
2. Use all lower case letters unless your special login states “case sensitive” and shows upper case lettering.
3. The lower case L and the number one (1) look very similar in certain fonts, if one doesn’t work try the other.
4. Clear your temporary Internet files (under tools in your browser bar), close your browser and re-open it, then trying logging in again.
Note: Occasionally you may get a request to log in twice before actually gaining access, if so, just re-enter your information.
If after you’ve tried all of the above, you still experience problems, please submit a support ticket for assistance.
How Can I Get another Copy of My Product?
If you lost your product due to a system crash or other issue, please submit a support ticket to our customer care center. Include the following when doing so:
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Date of Purchase
-
Name used when purchasing the product
-
Copy of the receipt or receipt/order number
-
Email address used when purchasing the product
This will help us verify your order and quickly send a fresh copy of your product to you.