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  1. #1
    Newbie
    Join Date
    July 16th, 2008
    Location
    Thailand
    Posts
    27
    Unfair VOIDED Commission
    To: Brian Littelton (ShareAsale CEO),
    Subject: Unfair VOIDED Commission

    With good and long term relationship with SAS, I really need help with an Unfair VOIDED Commission. Before promote products of merchants, I always read TOS carefully. I was so happy that I got a big commission transaction from a merchant in SAS. Therefore, I put more effort with my advertisement.
    About a week later, I was shocked with voided transaction from the mrechant. The explanation is as below:
    VOIDED Other - Sale through Old /Existing Customer who makes regular purchase from us since last few years. Sale - 383

    Locked
    VOIDED
    Merchant: 20615 Acha Co., Ltd. Site Address: www.achadirect.com

    In TOS, they never mentioned that they will not pay commission for their Old /Existing Customers. Generally, the old customers should order their products by calling or direct visitting to their website. But, their old customers seach from the net and click my advertisement for purchasing.
    I hoped that the merchant will treat their partners ethically and fairly.
    I also contact direct to the merchant but they did not give me any response.

    Please kindly help to get my commission back.You have to help me.

    Best Regards,
    Athikhom

  2. #2
    ABW Ambassador La_Valette's Avatar
    Join Date
    September 25th, 2005
    Location
    The Pale Blue Dot
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    841
    We find this to be a common problem on SAS.

    Suggestion to SAS: Clamp down on merchants violating their own TOS, not just affiliates. An easy way to detect such offenders is simply to tabulate merchants and sort them by their reversal rates. Merchants with unusually high reversal rates should be scrutinized and carefully audited.
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  3. #3
    ABW Ambassador
    Join Date
    November 1st, 2005
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    2,064
    An easy way to detect such offenders is simply to tabulate merchants and sort them by their reversal rates. Merchants with unusually high reversal rates should be scrutinized and carefully audited.
    sounds like a good tip...
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  4. #4
    Outsourced Program Manager Chris -  AMWSO's Avatar
    Join Date
    January 18th, 2005
    Location
    Bangkok
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    11,273
    In TOS, they never mentioned that they will not pay commission for their Old /Existing Customers. Generally, the old customers should order their products by calling or direct visitting to their website. But, their old customers seach from the net and click my advertisement for purchasing.
    As merchants look for more ways to save money I believe this will not be an uncommon tactic used to make claims as to why a commission will not be paid.

    However it MUST be in the T&C as a clearly stated reason, so that everyone can see that this is the case, and choose with the full facts in hand whether or not they want to promote that merchant. If not and they are voiding sales then it needs to be reviewed by Shareasale as a violation of their own T&C

    Cheers

    Chris
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  5. #5
    Newbie
    Join Date
    April 22nd, 2007
    Posts
    36
    How do they prove to SAS or to you that this was an old customer?

    I remember I asked CJ how do they protect affiliates when merchants decided to just void the commission because lets say they slept on an open window yesterday and they need the money for antibiotics. The answer was they have a contract and won't do that.

    Well, the contract is good when you can prove that the other party violates the rules. Obviously such practices went beyond the fair business.

  6. #6
    The "other" left wing davidh's Avatar
    Join Date
    January 18th, 2005
    Location
    Boston
    Posts
    3,492
    Old customer or not, fact is, they were shopping around and made a conscious decision not to go straight to this vendor to make a purchase. The affiliate did the legwork of recovering the erstwhile customer.
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  7. #7
    Newbie
    Join Date
    July 16th, 2008
    Location
    Thailand
    Posts
    27
    SAS cannot Help
    Dear All,

    Up to now, Merchant: 20615 Acha Co., Ltd. Site Address: www.achadirect.com
    still do not pay me. Actually, this amount of money need to go for charity. They did not cheat on me. But, they cheat on charity organization. What goes around comes around. Let's see.

    God Bless You All,
    Athikhom

  8. #8
    Merchant & ABW Ambassador
    Join Date
    May 31st, 2006
    Location
    Houston TX
    Posts
    4,731
    Existing or old customer T&C is a bit harsh.

    I understand if it is a lead generation or co-reg program as that is done to deter fraud

  9. #9
    ABW Ambassador
    Join Date
    January 4th, 2006
    Location
    USA
    Posts
    2,477
    Athikhom, you should contact Carolyn Tang @ SAS. She's very helpful on this type of issues.

    I had a couple of voided commissions from a merchnat @ SAS a few months back with the same reason: existing customers.

    To me, that just nonsense! If the "existing customers" couldn't even remember your(merchants) names/sites and came to my site and make the purchase, then they are not your "existing customers". They are new customers I refer to you. Plus, there is no where in the merchant's terms states that the sales from "existing customers" don't count.

    I tried to contact the merchant a couple of times and got no response. So I asked Carolyn for help. She was all over it and made the merchant correct the commission back to my account.

    I would like to publicly thank Carolyn Tang for her extra effort on helping affiliates. I highly recommend you to contact her if your "Unfair Voided Commission" issue have not been resloved yet.

  10. #10
    Newbie
    Join Date
    July 16th, 2008
    Location
    Thailand
    Posts
    27
    Thanks mayfly. I am sending an e-mail to Unfair VOIDED Commission as your suggestion.
    Hopefully, the charity will get this money back.

    God Bless You,
    Athikhom

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