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.
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.
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…
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.
*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.