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  1. #1
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    affiliate accepts refund risk?
    I am looking into being a merchant on SAS, and I was wondering if it were possible to setup things so the affiliate has their commision taken away (or not payed) if the customer they send to me refunds his or her order.

  2. #2
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    Quote Originally Posted by Henry3902
    I am looking into being a merchant on SAS, and I was wondering if it were possible to setup things so the affiliate has their commision taken away (or not payed) if the customer they send to me refunds his or her order.

    That is how it works. Part of being an affiliate is having sales reversed for lots of different reasons. As long as the reversals are genuine and for a good reason, affiliates will not have a problem with them.

  3. #3
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    thanks!

  4. #4
    ABW Ambassador Ron Bechdolt's Avatar
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    But it should be noted, since you posted this in the SAS section, that you only have until about the 20th of the following month to decline any sales. Once the 20th of the following month roles around, all sales are locked and the affiliate will be paid. In my many years of experience with SAS, that has been ample time to find out about any refunds. If your refund period is longer than that, then you probably need to shorten it.

    Feel free to contact the great folks at SAS and they can give you a short course in how their program works. They are one of the most responsive teams of any affiliate network out there!
    Ron Bechdolt | Affiliate Program Management Consultant
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  5. #5
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    My refund date would be 30 days I think...

    So if the sale came in at say the 31st, I would have 20 days to decilne it?

  6. #6
    Beachy Bill's Avatar
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    Are you working in a vertical with a lot of expected refunds, such as clothing or shoes? Otherwise, why would someone return an item and/or ask for a refund?
    Bill / Marketing Blog @ 12PM - Current project: Resurrecting my "baby" at South Baltimore..
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  7. #7
    ABW Veteran Mr. Sal's Avatar
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    Are you working in a vertical with a lot of expected refunds,...
    I was wondering the same thing...

  8. #8
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    so you're trying to say I am scamming people?

  9. #9
    ABW Veteran Mr. Sal's Avatar
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    Quote Originally Posted by Henry3902
    so you're trying to say I am scamming people?
    Quote Originally Posted by Henry3902
    I am looking into being a merchant on SAS, and I was wondering if it were possible to setup things so the affiliate has their commision taken away (or not payed) if the customer they send to me refunds his or her order.
    I'm not saying anything, I am just wandering why you're so interested in knowing if it's possible to setup things so the affiliate has their commision taken away, even before you tell us what it's you're selling...

    This is the first time that we see that question before we know what the product might be...

    I also noticed this "There are currently 27 (5 members and 22 guests) Active Users Viewing This Thread", It looks like there are many lurkers interested on this thread, too.

  10. #10
    Beachy Bill's Avatar
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    Quote Originally Posted by Henry3902
    so you're trying to say I am scamming people?
    Not at all. Why would you think that? Some verticals have a lot of refunds. A classic example might be that someone buys three pair of shoes and returns two. Or maybe returns all three and orders another couple of pair - until finding "the keeper(s)."

    In some other markets/verticals there are less refunds. In our vertical, for example, there are very few refunds/cancellations/complaints. The only way I would do a reversal is for fraud. If an affiliate sends me a customer who makes a purchase, that affiliate has done their job and deserves a commission. If I can't keep the customer happy (for whatever reason), that would be my fault, not the fault of the affiliate - so I should not penalize that affiliate by canceling commissions. (Many merchants and/or affiliate managers do not feel the same as we do. YMMV)
    Bill / Marketing Blog @ 12PM - Current project: Resurrecting my "baby" at South Baltimore..
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  11. #11
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    I wanted to know if I will have to accept responsibility for the refunds... meaning will I have to pay them if the customer they send me refunds his order...

    Im not trying to take money from anyone

  12. #12
    Beachy Bill's Avatar
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    Quote Originally Posted by Henry3902
    I wanted to know if I will have to accept responsibility for the refunds... meaning will I have to pay them if the customer they send me refunds his order...

    Im not trying to take money from anyone
    Yes, as the merchant, you are responsible for refunds that you may get. Whether or not you reverse the commissions for the referring affiliate depends on how you value your affiliate relationships. That is entirely up to you - and might be (should be) influenced by the customary return percentages in your industry.
    Bill / Marketing Blog @ 12PM - Current project: Resurrecting my "baby" at South Baltimore..
    Cute Personal Checks and Business Checks
    If you are too busy to laugh you are too busy.

  13. #13
    Affiliate Manager GregRobert's Avatar
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    I think that Bill is correct. Some verticals can get ALOT of exchanges, refunds etc... and affiliates probably understand which verticals these are (shoes etc...) In the pet industry, the exchange and refund rate is low enough that its not even worth monitoring except in a cursory way.

  14. #14
    Affiliate Manager yourphotooncanvas's Avatar
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    I gotta say that this sounds a bit unfair. I'm a merchant that does an entirely custom (and somewhat subjective) product, but returns are part of our risk as a merchant. That should be calculated into the bottom line of the merchant, it's an inevitable part of business.

    Affiliates are kinda like sales staff. You give them the tools they need to make a sale, and you reward that. Penalizing your sales staff tends to create a negative environment that's bad for everyone. Considering how easy it is for affiliates to simply turn off your program, taking away their commission just seems like a bad idea.

    Call me crazy, but it sounds really unfair to take sales away from affiliates for something as uncontrollable and inevitable as customer indecision/unhappiness...you wouldn't do that for a traditional sales team, why do it for affiliates? Do merchants really take the time to even track this, anyway? Seems like that would take more effort than it's even worth!

  15. #15
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    Hi, this is my first post here. First... sorry for my english

    My company is very interested on SAS, but i need to ask also about refunds and so on....

    For us, the problem is not to refund, even i think we never did it. Our problem is different, we offer PayPal, Bank Transfer and Western Union as payment methods. Arround 90% of our customers choose PayPal, so it's not a problem with SAS. BUT, a lot of people make orders every day (different customers) by Bank Transfer and Western Union and then never pay. It's not a few orders, i'm looking our back system right now and we have 292 never paid orders in the last 4 months. People like to try our system, to calculate shipping fees, test the system... and someones place orders for nothing. Other customers don't know that an international transfer or Western Union transaction costs money . We say "our bank (HSBC) is in Hong Kong, and it's an international transfer" when they choose this option.

    There are more companies like ours on SAS, and i know they have same problem. Our company works very good and we want to apply this program.

    What can we do? We can wait 5 days and send an email to customer and finally delete every order that have more than 7 days (without pay). But we need to cancel affiliates payments as those sales never have been completed...

    Help?


    Thanks for your time and support
    Last edited by ImportAndGo.com; January 19th, 2010 at 01:05 AM. Reason: My english is very bad... ;-)

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