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  1. #1
    Member
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    January 18th, 2005
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    157
    Just a couple of questions, any help or advice is much appreciated:

    1) I've been receiving quite a few emails lately from irate customers not entirely happy with the goods they purchased thru our CJ merchants. Any suggestions on how best to respond to these? I don't really think letting the customers know that I do not actually sell those products would help. For the time being, I'm just ignoring them...^_^

    2) If a visitor clicks on a specific product link on my site, gets to the merchant site, but decides to check out more sites before buying. But in so doing, the visitor actually only manages to click on another affiliate of the same merchant, gets to the same merchant site, but thru a different product link. Now, my question is: who gets the commish if the visitor buys the first product or both products?

    And BTW, the CJ's December cheque is just out.

    Cheers,
    TianTian

  2. #2
    Newbie
    Join Date
    January 18th, 2005
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    223
    What I did when Catalogue City was swapping link destinations without telling me was to pass the query onto them. I learned something worth knowing - don't waste your time with Catalogue City.

    I think a lot depends on what kind of problem your customer has. Did they just order the wrong size, or is it something at the merchant end?

    I've never had a complaint about the product that arrived - only about the product not being at the end of a link. So.. is the same merchant appearing on the complaint list more than once?

    2nd question, I *think* the next affiliate gets the commission - after all that will be how WhenU carry out their theivery.


    f

  3. #3
    ABW Founder Haiko de Poel, Jr.'s Avatar
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    January 18th, 2005
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    New York
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    21,609
    TianTian,

    Welcome!<IMG src=http://www.abestweb.com/smilies/welcome.gif>

    1) I would direct the mail to the appropriate merchant and ask that they CC you their response.

    2) The second affiliate would be credited, as his/her cookie overwrites yours.

    Haiko

    [ Fixed smilie ]

    [ 12-19-2001: Message edited by: Haiko ]

  4. #4
    Member
    Join Date
    January 18th, 2005
    Posts
    157
    Thanks.

    Still, for question (2), I would think the first affiliate would be credited if the customer buys only the first product, since the qksrv codes used by both affiliates would be entirely different.

    Come to think of it, what if the two affiliates use two completely different sets of tracking codes, say qksrv and clickserve, like in the case of Catalog City, who's a merchant at both CJ and Performics, what then?

    And BTW (again), has anyone ever received any payment from PlugInGo? I have made a grand total of USD28 [img]/infopop/emoticons/icon_redface.gif[/img] in a year, but have never received any money for my troubles.

    Cheers,
    TianTian

  5. #5
    Full Member
    Join Date
    January 18th, 2005
    Posts
    339
    the sale goes to the owner of the last link clicked on even if there are 2000 sets of tracking codes, always the last link clicked on

    ive never heard of PlugInGo but if someone doesnt perform dump them, if someone doesnt pay dump em

    [ 12-19-2001: Message edited by: austin powers ]

  6. #6
    Resident Genius and Staunch Capitalist Leader's Avatar
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    January 18th, 2005
    Location
    Florida
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    12,817
    Commissions go to the link clicked last. And (except for scumware) this is how it SHOULD be--the affiliate whose pitch got the person to actually buy is the one who will be the link clicked last (again, except for scumware!) so that's where the credit should be.

    As for what to do about irate customers, I will suggest as always, get your e-mail addy off the site! Customer service is the MERCHANT'S job--it's one of the reasons they get 90% of the sale price per transaction, on average!

  7. #7
    ABW Ambassador
    Join Date
    January 18th, 2005
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    2,279
    I have to agree with Leader -- get your addy off there! I made the decision not to include my addy (except on one page where you have to really be hunting) after living with a high-traffic site for three years (with my email addy on every page). I get the absolute most assinine emails from people griping and b!tching about this and that and the other thing and my site is a FREE themed directory site (not affiliate links). I used to try and answer all the emails and then I gave up. It's too blinkin' ridiculous.

    So when I did the ecomm site, I refused to put my email there -- it hasn't seemed to hurt use of the site and it is peace of mind for me.

  8. #8
    ABW Ambassador
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    January 18th, 2005
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    Just do what CJ does with email - delete it.

  9. #9
    ABW Ambassador
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    January 18th, 2005
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    863
    On the occassion this has happened to me (rare) ... I simply say we are just an information and link sight and refer them to the Merchant.

    I agree with Leader ... I'm not customer support ... That's the Merchants job [img]/infopop/emoticons/icon_wink.gif[/img]

    Regards,
    Dave

  10. #10
    2005 Linkshare Golden Link Award Winner  ecomcity's Avatar
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    January 18th, 2005
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    St Clair Shores MI.
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    17,328
    Only e-mail complaints in 3 years were from Credit Card fraudsters trying to get me to privately sell them 25 systems -notebooks or the latest Intel CPUs after the affiliate computer merchants turned them down. One lady using Birthday Express claimed the cake shoe ordered was stale but the clown entertainment was OK. I'd ignored it if she said the pony crapped on the cake. They reimbursed the cake charge and all is well.

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