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  1. #1
    The slot machine that IS paid! Billy Kay's Avatar
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    GAN's Lack of Support is Laughable
    Since the day Performics became GAN, when I log in the first thing I see is the list of invalid clicks. When I click a link to see which one it is, I get "You must be on the GAN network to view this"

    Uh, I obviously AM on the GAN network, or I couldn't log in.

    And yes, I DID merge Perfomics with Adsense when they told me to.

    So I ask their support:

    From: (me)
    Subject: Affiliate Network publisher inquiry
    Date: Wed, 30 Sep 2009 12:14:26 +0000

    message: Referral URLs: View (note: requires a Google Account)

    What does this error message mean?

  2. #2
    The slot machine that IS paid! Billy Kay's Avatar
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    They didn't bother to confirm I already did the GAN merge, and hope I'll go away by sending me a pat response:

    Subject: Re: [#518401765] Affiliate Network publisher inquiry
    Date: Thu, 01 Oct 2009 20:29:03 -0000
    From: Publisher Support <affiliatesupport@google.com>
    To: (me)

    Hello,

    It means that you can't view referral data unless you have updated your
    Google Affiliate Network account to a Google Account.

    Follow the prompt at the top of your homepage to update your Google
    Affiliate Network account to a Google Account.

    Regards,
    Affiliate Publisher Support
    Google Affiliate Network

  3. #3
    The slot machine that IS paid! Billy Kay's Avatar
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    I ask for an actual response

    From: (me)
    Subject: Re: [#518401765] Affiliate Network publisher inquiry
    Date: Thu, 01 Oct 2009 15:50:39 -0700

    I see GAN support is still dismal

    What prompt? What does it say?

  4. #4
    The slot machine that IS paid! Billy Kay's Avatar
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    On October 5th, they reply that they have confirmed that I did upgrade my account - must be a bug - they'll "escalate" it:

    From: "Publisher Support" <affiliatesupport@google.com>
    Subject: Re: [#518401765] Affiliate Network publisher inquiry
    Date: Mon, 05 Oct 2009 19:00:09 -0000

    Hello,

    You have updated to a Google Account and you should now be able to view
    referral data, the fact that you are unable to view referral data
    indicates a bug.

    We have escalated this issue to our Engineering Team for further
    assistance and will update you promptly as soon as we receive any
    information.

    Regards,
    Affiliate Publisher Support
    Google Affiliate Network

    Visit our online Help Center
    http://www.google.com/support/affiliatenetwork/

    Visit our Help Forum
    http://www.google.com/support/forum/...enetwork?hl=en

  5. #5
    The slot machine that IS paid! Billy Kay's Avatar
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    I yell at them - sorry, don't have the email... they want screen shots

    Subject: Re: [#518401765] Affiliate Network publisher inquiry
    Date: Mon, 05 Oct 2009 22:01:41 -0000
    From: Publisher Support <affiliatesupport@google.com>
    To: (me)

    Hello,


    In order for us to further investigate this issue, we require a
    screenshot.

    Please follow these steps:
    1. Login to your Google Affiliate Network account.
    2. Go to Messages
    3. Click on the link for the "Referral URL"
    4. Take screenshot of the error that you are receiving.

    Once we receive this screenshot we will be able to distill this issue
    further.


    Regards,
    Affiliate Publisher Support
    Google Affiliate Network

    Visit our online Help Center
    http://www.google.com/support/affiliatenetwork/

    Visit our Help Forum
    http://www.google.com/support/forum/...enetwork?hl=en

  6. #6
    The slot machine that IS paid! Billy Kay's Avatar
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    Subject: Re: [#518401765] Affiliate Network publisher inquiry
    Date: Thu, 08 Oct 2009 02:07:15 -0000
    From: Publisher Support <affiliatesupport@google.com>
    To: (me)

    Hello,

    Thank you very much for replying with screenshots, they will assist our
    Engineering Team immensely.

    Our Engineering Team is actively working on fixing this issue and we will
    update you as soon as we receive any information.

    Thank you again for your cooperation and patience in this matter.


    Regards,
    Affiliate Publisher Support
    Google Affiliate Network

  7. #7
    The slot machine that IS paid! Billy Kay's Avatar
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    Subject: Re: [#518401765] Affiliate Network publisher inquiry
    Date: Tue, 20 Oct 2009 16:46:35 -0000
    From: Publisher Support <affiliatesupport@google.com>
    To: (me)

    Hello,

    Are you still unable to view Referral data?

    Our Engineers have employed a fix that should have resolved this issue.
    Please confirm that you are able to successfully view Referral data in the
    interface.

    Regards,
    Affiliate Publisher Support
    Google Affiliate Network

  8. #8
    The slot machine that IS paid! Billy Kay's Avatar
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    I respond with no/nothing's fixed

    Subject: Re: [#518401765] Affiliate Network publisher inquiry
    Date: Wed, 30 Dec 2009 04:43:52 -0800
    From: (me)
    To: Publisher Support <affiliatesupport@google.com>

    1 clicks Clearance

    Tracking URL: http://clickserve.cc-dt.com/

    Referral URLs: View (note: requires a Google Account)


    No, amazingly 2 months later, I still can't see referrals.

    Billy

  9. #9
    The slot machine that IS paid! Billy Kay's Avatar
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    Amazingly, they respond with "You must be a GAN aff to view it"

    Now why does that sound familiar??

    Subject: Re: [#518401765] Affiliate Network publisher inquiry
    Date: Wed, 30 Dec 2009 22:26:44 -0000
    From: Publisher Support <affiliatesupport@google.com>
    To: (me)

    Hello,

    To view referral data, you must update your username to a Google Account.

    Until you update your Google Affiliate Network account to a Google Account, you can login here: http://www.connectcommerce.com/globa...n.html?ll=true

    Forgot your password? Try using the “Forgot your Google Affiliate Network password?” link.

    Once you are able to login to your account, simply follow the prompt at the top of your homepage, it will lead you through the Google Account update process.

    Regards,

    Affiliate Publisher Support
    Google Affiliate Network

  10. #10
    The slot machine that IS paid! Billy Kay's Avatar
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    Subject: Re: [#518401765] Affiliate Network publisher inquiry
    Date: Sat, 02 Jan 2010 09:20:10 -0800
    From: (me)
    To: Publisher Support <affiliatesupport@google.com>

    Dear Unnamed and Extremely Useless "Support" Rep

    I upgraded to a Goog account 4 months ago, and GAN "Support" confirmed
    that fact in an email...

    (I copied email here)


    So what's you next useless response to a question that i've been asking
    for FOUR MONTHS now???

  11. #11
    The slot machine that IS paid! Billy Kay's Avatar
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    Far be it for me to tell the mighty Goog how to run their business, but you have the reference number of the support ticket. Find out WHO responded each time, and put these reps out to pasture.

    They are useless, ignorant, unhelpful... and they cost Goog, your merchants and your affiliates to loose money.

  12. #12
    ABW Ambassador isellstuff's Avatar
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    Just to be clear... There were two actions that you needed to take with your GAN account.

    1) Start logging in to GAN with a gmail address (there was some prompt when I logged in and I followed the steps)
    2) Link your adsense account to your GAN account (this was a different prompt, again, when I logged in)

    For me, the two steps were not related. It sounds like they are telling you log into GAN with a gmail e-mail address?
    Merchants, any data you provide to Google Shopping should also be in your affiliate network datafeed. More data means more sales!

  13. #13
    Comfortably Numb John Powell's Avatar
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    when I log in the first thing I see is the list of invalid clicks.
    Sometimes I can't relate the bad link to anything on my site, even with the feature you find missing.

    Related Support Dead End:
    I opened a support ticket back on 10/22/2009 to find out why Mantels Direct showed a transaction with no dollar amount. They fired off a note to the merchant with
    The order populated in our interface, but you guys did not include the
    amount in the tracking pixel. Can you check as to why the pixel would
    fire on an order with no amount?
    I've done a couple of followups and even got some help from Jamie, but no resolution.


  14. #14
    ABW Ambassador
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    I know in the past people were asking for referring urls - http://forum.abestweb.com/showthread...=expired+links

    So in March 2009, it wasn't available yet. Not sure when they became available but I just checked and am seeing referring urls for most of my out of date links but not all of them. A little suggestion tho -

    Referral URLs: View (note: requires a Google Account)

    Make it like CJ, where they just show the referring url. No sense in having an extra click to see it.

    Need more people to check and see if they're having the same problem.

    After checking some more, it's working for me I would say 95%+ of the time. Sometimes I get a :

    "Sorry, we cannot process your request at this time. Data for this link is not yet available. This data is typically available by 6 a.m. central time but appears to be delayed; please check back later. If you continue to see this message please contact support."

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