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Customer Support Guidelines for Vendors

These guidelines explain the minimum requirements for customer support when you sell through the Digistore24 resellers

  • Digistore24 Inc.
  • Digistore24 Ltd.
  • Digistore24 MSLW Limited

Which reseller am I selling through?

Click the user icon in the upper right corner and Edit account details and scroll to Reseller contracts. There you can see which resellers you have a contract with.

If you sell through multiple resellers, you can check under Product setup > Product configuration in the Approval column to see which reseller a product is approved for.

Our customers matter, and so does customer satisfaction. Good support helps prevent frustration and reduces chargebacks. Our goal is to keep communication between all support teams smooth - so customers receive clear, helpful answers as quickly as possible.

What you must provide (required)

Please make sure we have the following information and that it stays up to date.

1) Your correct customer support email address

We need your best support email address so that:

  • customers receive a prompt response, and
  • Digistore24 can contact your support team directly (not an account or admin email by mistake).

2) Your customer support helpdesk (if you use one)

If you use a helpdesk system (for example Freshdesk or Zendesk), please ensure it is set up in a way that allows smooth communication with Digistore24.

Important: If you use Freshdesk/Zendesk, make sure your system does not place ours support emails on any suppression list:

Otherwise, you might not receive our messages (and we might not receive yours).

3) Tracking access (physical products)

If you sell physical products, our teams must be able to provide tracking information immediately when a customer asks.

4) Return address for refunds (physical products)

If you sell physical products, we need the correct return address so customers can return items when a refund is needed.

5) Your US holiday schedule

We serve US customers, and we need to know your holiday schedule so customer support coverage stays reliable for US customers.

How working with Digistore24 Support will look

When Digistore24 asks you for help

Sometimes Digistore24 will email you because we need your input to resolve a customer request.

  • Please respond within 48 hours from the time you receive our email.

If we do not receive a response:

  • Digistore24 will send up to 2 reminders, and then
  • you must respond within 24 hours.

If there is still no response, we will escalate the case to your Account Manager.

Very important: keeping Digistore24 in the loop

To avoid missed updates and unnecessary escalations, please follow these rules whenever you reply:

Why this matters: Digistore24 is the Merchant of Record, so we must always be included in customer-related communication. If Digistore24 is not copied, we may assume there was no vendor response.

What escalation means

Please note:

  • Customers that reach a vendor’s Account Manager are already treated as “Potential Chargebacks” because they have not received a resolution or timely response.

Also, if we continue to see customer support issues - such as missing responses, delayed replies, or high chargebacks - Digistore24 will take over handling all support inquiries.

If you have an Account Manager

Your Account Manager is your first point of contact for these customer-support-related topics:

Shipping delays or shipping issues

  • If there is a delay of more than 10 days, you must clearly communicate proper shipping time frames on your Thank You page.

Inventory issues

  • See shipping delays above.

CRM / Freshdesk / Zendesk issues

For example:

  • emails not received by Digistore24,
  • emails not received by you,
  • messages going to the wrong place.

Updates to your vendor information

Such as:

  • a new support email address, or
  • a new return address.

You can update these yourself, or your Account Manager can help.

Other issues that may affect customers or your product

If anything could impact the customer experience, your Account Manager should be informed.

Account Managers will also proactively reach out when the Digistore24 Customer Support Team notices support-related issues.

Backup support (highly recommended)

If you handle support yourself, please make sure you have a backup person or team available (for example, during illness, travel, or peak times). If needed, we can recommend external support teams.

Please remember: if we continue to see customer support issues - such as missing responses, delayed replies, or high chargebacks - Digistore24 will take over handling all support inquiries.