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  1. #1
    The slot machine that IS paid! Billy Kay's Avatar
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    Totally Cluless = Dangerous
    I joined a new merchant about a month ago. Their SAS EPC was zero - I assumed because they were new. But they were a perfect fit for one of my sites. And they offered a decent 15% commission.

    I spent a solid week adding their products. Sales start coming in. Cool thing was my exact sales were always their exact EPC - meaning I was their only sales.

    How do they reward their only salesman?

    Subject: ShareASale.com Commission Change Notification
    Date: Thu, 2 Feb 2012 13:40:20 -0500 (EST)

    This is an automated notification regarding a commission change for the Crystal Plus, Inc. ShareASale Affiliate Program.

    This merchant has made a change to their default commission rate.

    Previous Per Sale Commission: 15.00%
    New Per Sale Commission: 10.00%

    If you have any questions regarding this change, you should contact the merchant via your ShareASale account.
    I email them and give them crappp! I invested a significant amount of my time based on a promise of 15% - I wasn't gonna take it lying down. Why would they lower the commission of the ONLY affiliate sending them sales? I should be rewarded! Not penalized!!

    He responds - and blamed his staff:

    Hello Billy,

    Sorry about the confusion, our staff accidently change the percentage to 10%
    and we will correct that shortly.

    Best,
    Ken
    I let it slide until...

  2. #2
    The slot machine that IS paid! Billy Kay's Avatar
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    Yesterday I was denied by a merchant due to my excessive reversals. Huh? I've never gotten a reversal. I log into SAS and see this...
    Attached Images Attached Images

  3. #3
    ABW Ambassador beachcom's Avatar
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    Keep us up to date..this sounds interesting. Hope you get it all straightened out and get the money you've earned from these clowns.

  4. #4
    The slot machine that IS paid! Billy Kay's Avatar
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    I called shareasale and asked what a "self-referred sale" was. They said it means I used my own affiliate links to make a purchase, and a merchant can void these kinds of sales.

    Uh... I think I'd know if I made a purchase - I didn't.

    And... what kind of merchant would reverse any sale - no less ALL the sales - and not even bother to contact the affiliate? What does that say about the merchant?

    I contact the merchant and give them crappp.

    Once again, he blames the "nameless staff"

    Hello Billy,

    The reversal was only the sales that we enter our self, our sales enter the
    order on their computer but because they had click on the links from the
    affiliate which store the cookie in their computer. I believe that our
    staff just pick the wrong void reason. Sorry for the confusion.

    Thanks,
    Ken
    I'm fuming!!!

  5. #5
    ABW Ambassador beachcom's Avatar
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    Hmm..sounds like they may get voided anyway from the jest of Ken's reply. I would think staff would get trained on, and do a few dry affiliate sales test runs. But thats just me.

  6. #6
    ...and a Pirate's heart. Convergence's Avatar
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    Wow, ALL their staff went to your site and clicked on your affiliate links? Hmmmm...

    Thanks for point them out so we know to stay away!
    Salty kisses, Sandy toes, and a Pirate's heart...

  7. #7
    ABW Ambassador kse's Avatar
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    November 29th, 2005
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    I am just wondering if you "whited out" the "Banner was click from Page" information, our are they blank in SAS???
    MERCHANTS: Start showing your coupons directly on your site, that way your shoppers will stop leaving your site looking for them!! If not then remove your Coupon Box!!

  8. #8
    The slot machine that IS paid! Billy Kay's Avatar
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    There was no info on the banner clicked from are. I called SAS that day, and Emily showed me a report that showed they came from my site.

    Even if these were actual in-house sales (which my gut says they were)...

    ALL their staff shouldn't be spending their time on my site clicking links and setting cookies.

    ONCE is a faux paux - 10 times is cruel and unusual punishment

    As a merchant, if I had to do a reversal (which I don't), it would be discussed with the affiliate manager first, and it would be only logical to contact the affiliate

    If I had to do a reversal, I would make sure I put the right reason code

    Now I have to convince this merchant to write the merchant who denied me saying "Hi. Billy is an honest upstanding, good-looking affiliate. I am an inept merchant and all of Billy's reversals were the result of my my own ineptness. so please accept Billy into your program"

    Aargh!

  9. #9
    ABW Ambassador beachcom's Avatar
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    Maybe someone needs to point out to this merchant Geno's Affiliate Manager Handbook.

    Certainly couldn't hurt.

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  11. #10
    OPM/Moderator Hectic GHC's Avatar
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    You confused me. Just to be clear, ShareASale merchants cannot see pending affiliate's statistics from other programs. Any pending affiliates are all zeroes on the details page until they start working with that merchant.

    But I like that idea. I would love to see more than just feedback or "limited" or "full" status.
    Greg Hoffman
    Affiliate Marketing Advocate of the Year 2016; Best OPM/Agency - 2014; Best OPM/Agency, Five Years in a Row - ABestWeb.
    Visit Greg Hoffman Consulting

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  13. #11
    The slot machine that IS paid! Billy Kay's Avatar
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    I contacted them... I can't get thru to the actual affiliate manager as Ken says he filters all the company emails. Apparently, anyone and everyone there has access to the Shareasale login. Anyone there can void an aff commission.

    Are they bad apples? Nah - just ignorant... but sincere. I'll start substituting this weekend, and give them another look when they're not "green"

    OK Ken, I'm way confused. Your page at Shareasale doesn't actually say who the affiliate manager is(????). All I know is I hit the "Contact
    Merchant" link and you responded. But you're also the person who handles
    live customer chat on your site, so it's probably not you. So please
    forward this to the affiliate manager and the CEO.

    1. Are you saying people at CrystalPlus who are NOT in the affiliate
    department are clicking thru my site and setting cookies?

    2. Does the affiliate manager know people not in the affiliate
    department are doing this? If not, the only alternative is that the
    affiliate manager approves of non-affiliate department employees
    clicking on affiliate links(???)

    3. You're also saying employees - plural - outside the affiliate
    department have access to the Shareasale password and login? And someone
    other then the affiliate manager can delete and/or void affiliate
    commissions?

    4. Does the affiliate manager know about this? It's clear the order
    takers don't know that clicking affiliate links sets a cookie. Does
    he/she approve of order takers having access to and modifying Shareasale
    accounts?

    5. The link right under "VOID" in the Shareasale interface is "Contact
    This Affiliate". By every measure of ethics and courtesy, if someone
    voids hundreds of dollars in sales from a so-called partner, I'm
    wondering why no one at your company thought of emailing me about the
    situation?

    6. Lastly, the only thing mentioned on your Shareasale page is: "Most
    importantly, we see our affiliates as business partners and provide
    individualized pro-active support should you ave any questions or
    requests." How does that jive with my experience?

    Best,
    Billy
    Hello Billy,

    Sorry for the confusion, I filter the emails for our company that is why I
    am responding back to you. As you can see that we do have a live chat
    function that track where the customer coming from and our sales actually
    was just checking your website through one of your refer customer. Since
    we enter orders from other channel than online with the same computer, all
    of the void order was not from you site that is why we void only the one
    that our sales entered them self. You are correct that the order taker
    didn't know about the cookie that is why those transaction was charged by
    the affiliate without clear the cookie before enter the order. We do see
    our affiliates as our partners, as you can see we response back to you as
    soon as we can for you to know the reason, we will guarantee that this will
    never happen again. Sorry for the inconvenience.

    Sincerely,
    Ken

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  15. #12
    ABW Ambassador beachcom's Avatar
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    Has whoever is in charge reversed the reversals yet since they apparently know the sales are not fraudulent?

    Just looked at their stats on SAS..they have a 70% reversal rate.

  16. #13
    OPM and Moderator Chuck Hamrick's Avatar
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    I had a similar situation with an in-house program. The affiliate contacted me that they made a bunch of treadmill sales. As I investigated I found they were all from the same IP. It turns out that someone at the merchant was searching organic listings, clicked through an affiliate site then went about order testing. They apologized but I had to explain to the affiliate and reverse the sales. We gave the affiliate a bonus for her troubles!

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