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  1. #1
    Newbie
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    August 13th, 2013
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    Problem with AT&T LinkShare Tracking
    Hi,

    I have been trying to get in contact with someone at LinkShare or AT&T for weeks for help resolving a tracking issue with my site. My site sends thousands of visitors per month to the AT&T site, but while my clicks per month have gone up every month, my commission has shrunk from thousands of dollars per month to almost nothing.

    I am convinced the links aren't tracking correctly, as our other cell phone carriers that we use across other affiliate platforms such as CJ are converting just fine. My site is a large site with a large sample size of clicks, so there is no way that visitors I send to AT&T's site are not converting into customers.

    I do not know what else to do as I have tried troubleshooting this myself for weeks, and nobody will contact me from LinkShare or AT&T in order to get this problem resolved.

    Has anyone faced a similar issue, or can anyone help?

    Much appreciated,
    Logan

  2. #2
    Affiliate Network Rep Krystyna Lijek's Avatar
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    April 30th, 2012
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    New York City
    Posts
    217
    Hi Logan,

    Have you reached out to Publisher Support directly?

    You can message them here: LinkShare Publisher Help Center :: Contact Us

    Or call:
    +1 888 880 8430 or dial
    +1 646 943 8200 and select 7

    Please provide as much detail as possible including SID, name, email account, etc.

    Thanks!
    Krystyna Lijek
    Marketing Specialist
    [URL="http://www.linkshare.com/"]Rakuten LinkShare[/URL]
    [URL="http://www.facebook.com/LinkShare"]FaceBook[/URL]|[URL="http://twitter.com/#!/linkshareblog"]Twitter[/URL]|[URL="http://blog.linkshare.com/"]Blog[/URL]|[URL="http://www.linkedin.com/company/rakuten-linkshare-corporation"]LinkedIn[/URL]

  3. #3
    Newbie
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    August 13th, 2013
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    Called Linkshare at the number above. They told me all my links are tracking correctly. I know this to be false. Here is the data year to date from this year, compared to the same time period in 2012:





    Nothing has changed on my site. In fact, conversion rates have gone up across all networks (Commission Junction included for other cell phone providers), but I'm supposed to believe that my commission just fell for no reason for AT&T, even though I have more clicks this year.
    Attached Images Attached Images

  4. #4
    ABW Ambassador LinkShare Moderator's Avatar
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    January 18th, 2005
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    1,316
    Hi loganabbott,

    Can you please message me your SID so I can look into this further?

    --Ranae

  5. #5
    Newbie
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    August 13th, 2013
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    Hi Ranae,

    Thanks for the reply. How do I message you? When I try, it says I don't have sufficient permissions.

    Thanks
    Logan
    Last edited by loganabbott; August 14th, 2013 at 04:52 PM.

  6. #6
    ABW Ambassador LinkShare Moderator's Avatar
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    January 18th, 2005
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    1,316
    Hmm ok - you had mentioned that you had reached out to support - was it via email? If so, can you please provide that case number here?

    --Ranae

  7. #7
    Newbie
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    Quote Originally Posted by LinkShare Moderator View Post
    Hmm ok - you had mentioned that you had reached out to support - was it via email? If so, can you please provide that case number here?

    --Ranae
    Sure here it is:

    [Incident: 130730-000118]

    Thanks
    Logan

  8. #8
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    Quote Originally Posted by loganabbott View Post
    Sure here it is:

    [Incident: 130730-000118]

    Thanks
    Logan
    Hi Ranae,

    Just wondering on an update.

    Thanks
    Logan

  9. #9
    ABW Ambassador LinkShare Moderator's Avatar
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    January 18th, 2005
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    Hi loganabbott,

    Unfortunately, I am also not getting an update. I was told that ATT will be reaching out to you regarding this matter. On a side note, I have requested the team to investigate further on this matter for the links on the website.

    --Ranae

  10. #10
    Newbie
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    August 13th, 2013
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    Hi, I got this email from LinkShare today:

    We wanted to inform you that upon further investigation into AT&T’s transaction reporting, we have concluded that certain transactions were missing from our processed data due a change in the AT&T servers during September of 2012. To make up for the oversight, we will be paying commissions on those missing orders according to the current offer you are in, instead of the lower commissioned offers you may have been opted into throughout this period of time. You will see these orders when you log into your interface, as they have been processed today. Please let us know if you have any questions or concerns, and we look forward to continuing our partnership with you in the AT&T program.

    So it looks like I was right the entire time. However, looking back to September 2012 in my account it does not look like they credited me for all the sales I made. I also still don't believe that my conversion rate is only .21% because my site (MyRatePlan) is set up to convert very well, and all my other advertisers convert at a much higher clip than this.

    Dealing with LinkShare has been a VERY frustrating experience and I wish AT&T would just move over to Commission Junction where everything works just fine, and their customer support responds in a timely manner instead of weeks and months later after ignoring 20 emails.

  11. #11
    ABW Ambassador LinkShare Moderator's Avatar
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    January 18th, 2005
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    loganabott,

    I apologize for the experience however this was a unique situation that the support team was not given feedback to provide a response to you.

    --Ranae

  12. #12
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    August 13th, 2013
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    Well hopefully they continue to monitor this situation because it seems to me there are still plenty of sales and commissions that I am not being given credit for.

  13. #13
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    August 13th, 2013
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    Still nothing from LinkShare and AT&T as publishers around the world are sending them free sales for free. Terrible way to do business

  14. #14
    Newbie
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    I still can't believe more people aren't complaining about AT&T essentially getting free advertising and leads and sales from publishers who are not receiving commissions. Has anyone else encountered this?

  15. #15
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    Can I get an update on this?

  16. #16
    ABW Ambassador LinkShare Moderator's Avatar
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    January 18th, 2005
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    Hi loganabbott,

    We are working with ATT to get you a resolution.

    --Ranae

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