Sometimes a reader will email you instead of us when they need help. Learn how to avoid these emails by getting out ahead of them.
What to do When Readers Contact You
If you still receive emails after implementing the tips linked above, you can reply to your reader and ask them to click the Help link at the top of the page.
We prefer it when readers submit a help request because it identifies their exact device, click history on your page, and what trouble they are having, which can make our support reply seem magical in its accuracy and efficiency. Also, help requests never get lost or end up in the wrong inbox.
Please don’t submit a help request on behalf of your reader, as that inserts your device history into their email log.
If a reader is frustrated, you can reply to them and CC firstname.lastname@example.org in that reply. Please include the full email thread in the reply so that we have as much information as possible, including the entire message you originally sent out with the download link. Please do not email us without also CCing the reader. They need to know the email address we will be replying from, and we want to lower the chances that our reply will go to their junk/spam folder. Help requests are strongly preferred because all of the email back-and-forths while information-gathering can further irritate an already frustrated reader.
Not sure what to say in the reply?
“I’m sorry you are having trouble, $name! I’m sending you right over to the friendly folks at BookFunnel. They handle my book delivery and will help you get the book downloaded so that you can start reading!”