If customers encounter issues with fonts purchased from MyFonts, they work with a member of our customer support team to resolve the issue. Our expert customer support teams are trained in font technical support and licensing, and - most importantly - love fonts too!
If one of your fonts has an issue reported by a customer, our customer support team will investigate the issue, write a bug report, and send to you via email. If you have any questions, feel free to follow up with the customer support team member you're working with. Once you've fixed the files, you will send them back to the support person who will check the fonts. Provided your new fonts fix the issue, they will get them to the customer, and transfer them to the foundry support team who will update the font files in the MyFonts system so that past and future customers will get the new font files with the bug fixed.
If customer support emails about an issue and does not hear back from you within a few days, they'll follow up again. After about a week, if there is still no response, they will follow up for a third and final time. After this point, if no response or update is received within a timely fashion, customer support may be required to refund the customer for their purchase. In order to ensure that we’re not selling broken fonts on MyFonts and to prevent customers from encountering this issue in the future, we will evaluate if we need to remove your product(s) from sale through the MyFonts storefront, and any of our sister websites.
All of this is to improve quality control on MyFonts, and make sure customers are having the best experience possible. In general, we are trying to avoid selling broken fonts on MyFonts. Foundries who sell on MyFonts are expected to have the skills and tools to fix any issues reported to them by customer support.
In order to create the best, most seamless, and consistent customer experience on MyFonts, we manage all customer support and then coordinate with our foundry partners, rather than sending customers directly to foundries. Customers prefer to work with MyFonts directly rather than an unknown third party, since they purchased the fonts through MyFonts.