Customer Service

Customer support you don't have to think about

When a fan has a question about their order - shipping status, sizing, refund request - they expect a fast, helpful response. But managing customer service for potentially thousands of fans across multiple time zones isn't something most artists, managers, or labels have the capacity to handle in-house.

Music Glue takes this off your plate entirely. Our dedicated customer service team handles all fan-facing support on your behalf, operating as an extension of your brand.

Fans get fast, specialist help and you don't need to hire, train, or manage a support team.

Around the world

Music doesn't have borders and neither does our support team. We operate across time zones with staff who can assist fans. Whether a fan in Tokyo has a shipping question at midnight UK time or a fan in Los Angeles needs help with a ticket purchase on a Monday at 9pm, someone is there to help.

An extension of your team

When fans contact customer support, they're interacting with your brand, not a generic call centre.

Our team is trained in the specifics of music industry ecommerce - they understand tickets, pre-orders, bundles, fan clubs and merch fulfilment. They speak with knowledge and authority, providing the kind of specialist support that generic customer service platforms simply can't offer.

This matters because every customer interaction is a brand touchpoint. A positive support experience turns a frustrated fan into a loyal one. A poor experience can lose them forever.

What we handle

Our customer service team manages the full range of fan queries, including:

• Order tracking - where's my package, when will it arrive
• Shipping issues - delays, lost packages, wrong address
• Refunds and returns - processing within your store's policies
• Payment queries - failed transactions, billing questions
• Ticket support - access issues, event changes, transfers
• Product questions - sizing, availability, pre-order timelines
• Account help - login issues, subscription management

For anything that requires your direct input - like a policy decision or a bespoke request - our team escalates to you with full context so you can respond quickly.

Rated 4.8/5 on Trustpilot

Customer satisfaction isn't just something we claim - it's something fans confirm.

Music Glue's customer service is rated 4.8 out of 5 on Trustpilot, based on thousands of reviews from real fans across the world.

This rating reflects consistent, high-quality support across a wide range of artists, products and territories. It's a level of service that builds trust with your fans and protects your brand reputation.

Frequently Asked Questions

What hours does customer support operate?

Our customer service team operates 24/7 on weekdays across multiple time zones. Fans can reach support at any time, regardless of where they are in the world.

How do fans contact customer support?

Fans can reach support through the contact options on your Music Glue store. Queries are routed to our team and handled on your behalf, with responses sent under your store's branding.