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  1. #1
    Newbie
    Join Date
    August 12th, 2008
    Posts
    9
    Can you please help out a newbaby
    Hello,
    I need your help, I have a customer that bought an item from my site & It never showed up as a sale at SAS. I filed a ticket, over 10 days ago, And have never heard back. So, Please a 2 part question.
    How long should it take to receive an answer from a ticket??
    My other question is, When a Sale does not show in your account, do you write to SAS, or to the merchant, about this matter.
    Any Help would be greatly appreciated.
    Many Thanks,
    Renee'

  2. #2
    Analytics Dude Kevin's Avatar
    Join Date
    January 18th, 2005
    Location
    Rochester, NY
    Posts
    5,904
    Definitely the merchant first. Contact them through the SAS interface perhaps, but definitely the merchant.

    That's not to say a good network like SAS doesn't care about such things, but it will be faster to talk to the folks that are supposed to ship the product

    Also, it's interesting that the customer contacted you. Were they unable to get a hold of the merchant?
    Kevin Webster
    twitter: levelanalytics

    Kayak Fishing
    Web Analytics and Affiliate Marketing

  3. #3
    Newbie
    Join Date
    August 12th, 2008
    Posts
    9
    Kevin,
    Thank you very much for such a quick & helpful response...
    Renee'

  4. #4
    http and a telephoto
    Join Date
    January 18th, 2005
    Location
    NYC
    Posts
    17,708
    Shareasale does pass that kind of ticket on to the merchant, it is up to the merchant to investigate and get back to Shareasale. Send a follow up message with your original ticket number. Then contact the merchant directly also.
    Deborah Carney
    TeamLoxly.com BookGoodies.com ABCsPlus.com

  5. #5
    Outsourced Program Manager Chris -  AMWSO's Avatar
    Join Date
    January 18th, 2005
    Location
    Bangkok
    Posts
    11,273
    Also good to check the ticket status for replies within the SAS interface, I had an open ticket this week which Nate had already replied to, but I didn't get an email telling me he had replied, only found his reply when I was going back to ask for an update

    Cheers

    Chris
    Affiliate Marketing by AMWSO. Skype - chrissanderson ::: TEL 1-720-336-1784 ::: www.amwso.net
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