Help

Reviews and support should feel fair, clear, and useful.

This page sets the MerchantDrafts direction for review requests, support recovery, goodwill gestures, hosted credit grants, feature unlocks, and the escalation path when a buyer has a bad experience.

How support is handled

MerchantDrafts support should first solve the real issue: setup confusion, expectation mismatch, runtime friction, credits, plan confusion, or workflow gaps. A gesture is a follow-up layer, not a replacement for support.

  • Clarify the actual issue before offering a gesture.
  • Prefer a direct operational fix over generic reassurance.
  • Use credits, unlocks, or early access only after the problem is understood.

Review request policy

Review asks should be aimed at satisfied users after a concrete success moment, not dropped into every conversation or tied to explicit quid-pro-quo language.

  • Ask after a clear positive outcome, not before.
  • Keep the tone light and non-transactional.
  • Do not frame rewards as payment for changing or leaving a review.

Recovery after a bad review

Recovery should be practical. If a user is frustrated, MerchantDrafts should first address the cause, then decide whether a goodwill gesture makes sense.

  • Fix or explain the underlying issue first.
  • Use larger support gestures only when the user actually had a poor experience.
  • Invite follow-up by email when a deeper recovery path is appropriate.

Goodwill gestures

The working MerchantDrafts direction is to use low-risk gestures that cost little unless the user remains active: hosted credits, unlocks, and early access.

  • Silent hosted credit grants as the default fallback.
  • Temporary feature unlocks where entitlement control is feasible.
  • One-time content unlocks where the reward feels additive and concrete.
  • Early-access flags for power users, LTD buyers, or strong positive signals.

When to move the conversation off-platform

MerchantDrafts can use its email list and direct support channels when a user is receptive and a deeper next step is needed. That gives room for credit promos, unlock announcements, recovery follow-up, partner/LTD updates, and launch offers without turning the public thread into a negotiation.

For current direct contact, use Contact. For product support orientation, use Support Hub.