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Hard paywall *and* reminders
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Responding to inquiries

Piano provides a streamlined process for you to address user inquiries about your site. Whether the user purchased the wrong subscription or has a question about your content, they’ll be able to communicate with you on the inquiries page.

When one of your users logs into their piano account – they are able to “Report a problem” and submit a message to you.

 

Consumer dashboardScreen Shot 2014-01-06 at 9.41.25 PM

Once they submit the message, you will get a notification on your publisher dashboard. Here is an example of an unresolved inquiry – just hover over and click on the right side gear to respond to the user and resolve the inquiry.

 

 Publisher dashboard

Screen Shot 2014-01-09 at 2.15.53 PM

 

Resolution options

To resolve an inquiry, hover over it and click on the gear on the right side. Once you click “resolve inquiry” there are a few different actions that you can take. It is helpful to think of Piano transactions in two groups: 1) Purchases of limited or unlimited access and 2) Recurring subscriptions.

For purchases of access (that do NOT recur), you will be able to choose whether or not to refund the payment, and whether or not to grant or revoke access for the time period of the original offer. It will look something like this…

 

Screen Shot 2014-01-09 at 2.39.45 PM

 

For recurring subscriptions, you’ll be able to choose whether to cancel, refund payment, or do both! Remember, if you decline the request, the user will get no response. If you mark as resolved, then you have fixed the situation and the user does not require any further action to be satisfied.

 

Screen Shot 2014-01-09 at 2.40.39 PM

 

*It is Piano policy that publishers respond to all inquiries within 72 hours of their origination, otherwise we may choose to refund their purchase for you. For more information about this, see Publisher Terms and Conditions.

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Welcome to Piano!

We're happy you found us! You may already be using Piano, or just starting to learn about it. Either way, we're excited to see you here. We love valuable content as much as you do - that's why we work day and night to make sure you can support your content business with beautiful and simple software tools.

Who are we?

Piano is a dedicated and professional organization comprised of professionals from journalism, advertising, design, and banking. We came together because we believe that in this digital world there should be more than one bookstore, more than one music store, and more than one video store. We are based in New York, and love to hear from our customers in person or on the phone.

What we offer

Piano is a flexible platform that can help you with things like raising money for charity, selling a web series, or creating a payment solution like the New York Times. Chances are, if you have a website, and you are trying to make money from it, Piano has a solution for you. Want to find the right product for you? Visit our Choosing a Solution page.

In addition to these software products, Piano offers you AND your users outstanding customer support from our New York office. We care about you and our product, if you ever have a suggestion or a problem, just email support@Piano.io or give us a call at +1 646-350-1999 and dial 0 for "Human Being."

The first step - signing up

Signing up for a publisher account is FREE and you are not committed to ANYTHING. If you are deciding between software products other than Piano, we encourage you to just type in a few things and sign up for an account so that you can poke around the publisher dashboard. Seriously... just sign up for an account. It's free, and you'll like what you see: https://dashboard.Piano.io/register

When you sign up for an account, you'll automatically be in trial mode. After you update your business information, then you can submit your application for review. It usually takes us less than 24 hours to approve/deny an application. For more information about our approval process, check out the Registration & Application section.

Getting paid

Thirty days after a transaction takes place, you can withdraw the money. We have this waiting period to protect you (and us) from dealing with refunds, chargebacks, and business disasters. You can get paid by check, direct deposit wire transfer, DWOLLA, or Paypal.

How does Piano make money?

"Wait, is it actually free?" Well obviously it's not free. We take a percentage of each transaction to cover payment processing fees. Please contact support@Piano.io for our fees. You may find yourself thinking I could be charged directly by the payment provider if I used Stripe or PayPal..."  But unlike those payment gateways, we let you control access to content, customize site experiences, set business rules, manage user accounts, view analytics, and provide end-user customer service.

Enterprise clients

Piano offers professional services and enterprise pricing to clients that meet a certain threshold. You know who you are, and if you are interested in talking to our enterprise sales team, just call +1646-350-1999 and press 1 for sales. In addition to our software, we also offer consulting services that we like to call Content Monetization Planning.

 

 

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