Tips & Tricks - Sample Customer Service Replies

To aid you in providing customer service to your end users, we've compiled a list of responses you can use to answer some of the most common questions your app support team might encounter.

Note: If you encounter a problem you can't solve, please do not refer your customer to Mag+ support as we will not be able to provide service to them. Instead, have your app support lead contact Mag+ with a history of the problem and we will aid you in resolving it, so that you can remain the face of support for your brand's users.

Problem: User has lost access to back issues they've purchased.

Sorry for your trouble. When you upgrade your system or when a device runs low on memory, it can sometimes wipe the memory cache where in-app downloads are stored. If you go to your Issues screen and tap the gear icon, you can use the “Missing Issues?” link to sign in with the iTunes or Play account you used to buy the content originally. This should reset your subscription and issues, and you won’t have to pay again.

Problem: User is confused about how to get content.

Sorry for the trouble you’re having. When you purchase a subscription or a single issue of content, it should appear in your "Issues" screen. This is accessed by tapping the Issues button in the navigation menu. You can bring up the navigation menu by single-tapping the screen. In the Issues screen, you should see a grid of content with a “Download” button shown on it.

Once an item is downloaded, you can tap the “Read” button to open it.

If content you've purchased does not show up on the Issues screen, you can tap on the Gear icon there and select the “Missing Issues?” option. This will ask you to sign in with the iTunes or Play account you used to purchase your content. The app should then reset your permissions and make that content appear for download.

Problem: User is upset about auto-renewal of a subscription.

Unfortunately, Apple's App Store, Google Play Store's, and Amazon App Store's terms and conditions state that all subscription purchases are considered final, including those that automatically renew. We have this information on our app page under the “Description” of our app.

Here is that information:

AUTOMATIC RENEWAL FEATURE:

Your subscription will automatically continue unless auto-renewal is turned off at least 24 hours before the end of the current period. Your credit card will automatically be charged for another subscription period at the current subscription price. You can manage your subscriptions and turn off auto-renewal by going to your mobile device's settings after purchase. For more information, read our privacy policy and terms of use. [insert URL to your company's privacy policy.]

We are unable to refund your card, as we do not have access to the transaction. Our app simply fulfills what the marketplace store tells it was purchased.

In the future, to make sure that your subscription does not auto-renew at the end of the term, you should turn off auto-renewal on your device.

Sorry for the confusion.

Problem: Customer would like a refund.

I’m sorry for all the trouble you are having. Unfortunately, per the terms and conditions of Apple, Android, and Amazon's App Stores, all purchases are considered final, and developers are not allowed to refund customers. Your transaction was with the marketplace directly, so we do not have access to the transaction record or credit card you used to purchase.

To make sure that your subscription does not auto-renew at the end of the term, you should turn off auto-renewal on your device.

Note: Some of Mag+'s customers offer users a marketplace gift card in lieu of a refund.

Problem: User would like to access content on a second device.

You can access the same subscription on multiple devices as long as you are signed into the same account the subscription was originally purchased with. You can simply download the app on your second device, go to the Issues screen, and tap the gear icon where you will see a “Missing Issues?” option. You'll then sign into the account you used to purchase the subscription or content originally – that should reset your permissions.

Problem: User is getting message that they need to "Purchase the app before they can purchase the issue."

This can happen if you are signed into a different account than the one you used to download the app initially. If you need to sign into a different account, quit out of the app entirely and follow the instructions from the appropriate article below:

You can then go back into the app and attempt your purchase again.

Problem: Missing Issues link does not restore their content OR user did not receive the most recent issue.

Sorry for your trouble. If you are a subscriber, each new issue should automatically download to your device and appear in your in-app Issues screen, which you can access by tapping the screen to bring up the navigation bar at the bottom. Sometimes a communication error prevents this from happening, in which case you might have to download the content manually by tapping the Download button associated with the issue.

If the problem persists, do not purchase the content again—you will be charged for it and, per the app marketplace terms and conditions, we will be unable to refund you. Instead, tap the gear icon on the Issues screen and select "Missing Issues?" When prompted, sign into the account you originally used to purchase the content or subscription.

If the account you sign in as is not the same as the one that purchased the content, the restore will not work. If you need to sign into a different account, quit out of the app entirely and follow the instructions from the appropriate article below:

Then go back into the app and attempt to restore again by tapping the "Missing Issues" button.

Problem: App is crashing repeatedly.

First, try restarting your device and then relaunch the app. If this does not work, check your operating system by following the directions in one of the articles below:

There is a known error with our app and iOS/Android/Kindle Fire version x.x.x. If your device is running this version, please upgrade to x.x and restart the app. You may have to go to our app's Issues screen, tap on the gear icon, and select the "Missing Issues?" option to restore your purchases when you restart the app.

Problem: User is complaining about a slow or stalled issue download.

Sorry for the inconvenience. Unfortunately, there is not much we can do about the slow speed. There are many variables that can affect download speed. It could be that the server in your area (where we store our content) is suffering performance problems at the time you were downloading, or your internet service provider (ISP) is throttling your bandwidth on large downloads.

The best thing there is to do is try again later. Hopefully, it was just slow at that particular time.

Note: Your content should keep downloading even if your device goes to sleep, but not if you quit our app.

We hope this helps.

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