Every DistroKid Direct order confirmation and shipping email sent to your customers includes instructions on how to get help if there is an issue with their order. In most cases, customers report problems by replying directly to one of those emails.
Common issues include:
A package that was lost in transit
An item that arrived damaged
General dissatisfaction with print or product quality
When a customer follows the instructions in the email, the issue is routed to us and handled with our fulfillment partner.
If a Customer Contacts You Directly
Occasionally, a customer may reach out to you instead of replying to the order emails. If that happens, you can ask them to reply to the email they received to contact us.
Please include:
The order number
A brief description of the issue
Any photos the customer shared (if applicable)
Once we receive this, we will escalate the issue to our fulfillment partner and coordinate the next steps.
Redeliveries and Refunds
Depending on the situation, we can arrange:
A redelivery of the item, or
Support for a refund, if the customer prefers
If a refund is requested, you will need to issue it to the customer, since you receive the full payment for each Direct order. We will work with you to recover the manufacturing and shipping costs from the fulfillment partner so you are not left covering those expenses.
This process ensures customers are taken care of quickly while keeping you in control of refunds and communication with your fans.
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