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  1. #1
    Full Member clyderose's Avatar
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    Unhappy Need Some Help
    An affiliate in our program was ppcing our brandname, i asked him to stop and now he has taken off our banner from his site.

    He has made quite a few sales on our site.He has not been responding to my emails. Its been a while.

    What do i do, void his transactions or should i just remove him from the program (im not sure if this will void his sales)

    What do you guys think i should do?
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  2. #2
    What's the word? Rhia7's Avatar
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    Are there any guidelines in the TOS?

    Have you sent a serious notice of warning?

    I wouldn't remove the affiliate without fair notice.

    Can you ascertain the date of the problems? Can you remunerate the affiliate for the sales while he/she was within the guidelines of the TOS but then freeze payments for sales made definitely made while out of bounds?

    That's what seems like a proper course of action: freeze the payments and send a serious notice of warning. If the affiliate does not comply within a specified period of time the affiliate will forfeit the payments but you need to provide a fair notice.

    I predict that once you freeze payments a dialogue between you and the affiliate will open up quickly.

    Depending on the exact situation, "void" and "remove" might be too harsh and too permanent (right off the bat). "Freeze" allows the funds to flow once the problem has been solved.
    Last edited by Rhia7; April 28th, 2006 at 03:11 AM.
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  3. #3
    AM Navigator Geno Prussakov's Avatar
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    Quote Originally Posted by clyderose
    He has made quite a few sales... What do I do, void his transactions or should i just remove him from the program (im not sure if this will void his sales)?
    Clyde,

    I'd say it all boils down to the sellability of the brand itself.

    IF IT SELLS, BUT NOT AS WELL AS IT COULD:

    All depends on (a) what is more important to you (policy or affiliate performance) and (b) how flexible you are.

    (a) Is it more important for you to keep anyone and everyone from bidding on your brandname, or would you consider having him as an exclusive bidder on your brandname - sticking, for example, a clause into your "PPC Bidding Rules" that he/she can bid but can never outbid you - and keeping him as a top performer?

    (b) Flexibility is an important aspect here. It may totally eliminate point (a) if you have no way of changing the policy as it is just a company's policy and there are no ways to alter it within your affiliate program.

    IF IT SELLS LIKE CRAZY BY ITSELF:

    If your brandname is well-known and the company has invested thousands upon thousands of dollars into getting it well-known, then it is a no-brainder. It is then clearly the brand that sells, and you want to protect it by all means. Like Rhia said, if it (the policy and restrictions of PPC bidding) was in your TOS initially, and he had clearly violated it, I'd void the sales, but keep him as an affiliate... If it wasn't there and he didn't violate anything - different story.

    Geno

  4. #4
    Full Member clyderose's Avatar
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    hi Rhea n Geno, thankz

    no the TOS dont mention it clearly, but it will be revamped soon.

    i think i should let the sales go through but, i would have really appreciated the affiliate atleast responding to the mail and after checking his website the banner has been taken off.
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  5. #5
    notary sojac Herb ԿԬ's Avatar
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    Lightbulb
    If you didn't spell it out clearly from the beginning of the relationship with this affiliate, then you certainly left the door open.

    how is your customer retention? would it help to consider this guy's actions as bringing in some potential regulars?

    there are definitely different ways to look at this. and your policy.

  6. #6
    Full Member clyderose's Avatar
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    Hi Herb, thankz yes the door was open when i got here, im closing it slowly is all i can say

    our customer retention is very good. but thats the whole point u see a customer remembers Flora 2000 and types it in google. But then with ppc you show up in the sponsered link before ours its not fair. Just getting commission on sales that belong to us.

    The main reason that pisses me off is the reason that this affiliate actually knocked off our banner when he knew what he was doing wrong. It would have been so much better if he said see i know what im doing is wrong, ill stop doing it. Thats all i wanted to hear.

    BTW i really than ABW for everything it provides us. The learning never stops here and its moulding me into a better AM Thank you once again all of you who care!
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  7. #7
    Super Sh!t Stirrer SSanf's Avatar
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    If it was not against the TOS when he did it, he was NOT doing wrong. Pay him and write a better TOS.

    The fault is yours not the affiliates. So, accept the responsibility that you made a mistake and that you are still learning.

    The only thing unfair about this whole situation is that we aren't all born already knowing everything. Appologize to the affiliate and make your excuses.
    Comments are opinion unless otherwise noted. Remember, pillage first. Then burn. Half of all people in the world have IQs under 100. You best learn to trust ol' SSanf!

  8. #8
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    no the TOS dont mention it clearly, but it will be revamped soon.
    Then when and how did you inform your affiliates they weren't to do PPC on your brand name?

  9. #9
    Full Member clyderose's Avatar
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    @ webworker i had sent him a mail, which he dint respond to but removed our banner from his site.

    @SSanf....i wrote a couple mails to the affiliate with no response and from the tone of your posts, i really think u like butchering people.

    and both of you... i have not even frozen the sales as i know it was our mistake. My responsibility.... for new TOS....its going live on Monday its all ready

    Thank you, and Ssanf im really a peace loving person so i would like it if you would have a more pleasent tone please, with me atleast! Have a nice day

    Im off for the weekend from right now! C yall on monday
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  10. #10
    Super Sh!t Stirrer SSanf's Avatar
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    Quote Originally Posted by clyderose
    The main reason that pisses me off is the reason that this affiliate actually knocked off our banner when he knew what he was doing wrong. It would have been so much better if he said see i know what im doing is wrong, ill stop doing it. Thats all i wanted to hear.
    The affiliate was doing NOTHING wrong! YOU were the one who screwed up!!!

    You make it sound as if your lack of skills is the affiliate's fault. And, you have even considered withholding the money he earned because YOU made a mistake.

    Frankly, I do not blame him even a little bit for jerking your banners. You tried to impose special limiting terms on this one affiliate in retrospect. Nor, do I blame him for not answering your e-mails and jerking your banners. He clearly is disgusted and wants nothing further to do with you or your program.

    If you accused him of wrong doing, you owe it to him to own up to your error and apologize.

    You should have simply updated your terms and conditions and notified all the affiliates of the change instead of singling out one affiliate who was a bit smarter than you were.

    You may be a peaceable person but that is neither nice nor honest and you SHOULD be called on it.

    You started the thread seeking our support and consent to void his sales, thereby depriving him of his rightful due. I do not think that kind of thinking from a merchant deserves a polite response.

    Since you came in here thinking that, Goddess only knows how, you had been wronged by an affiliate simply reading your terms and taking you at your written word, things obviously needed to be spelled out for you.

    And, BTW, just because you would prefer to be treated with kid gloves in no way obligates me to treat you that way when you are clearly in the wrong and even contemplating treating an affiliate in a dishonest manner and have already treated him in an unprofessional manner. And, you still act as if the affiliate has mistreated YOU in some way by jerking your banners after you reneged on your TOS, accused him of wrong doing and probably implied that you were considering not paying him. Nope. That deserves quite blunt frankness and clearly stated disapproval, not kid gloves.

    If you think that is butchering you, then, I suggest you run away and tell your mommy, if I ever get mad at you, because this is one of my better days.
    Last edited by SSanf; April 30th, 2006 at 01:08 AM.
    Comments are opinion unless otherwise noted. Remember, pillage first. Then burn. Half of all people in the world have IQs under 100. You best learn to trust ol' SSanf!

  11. #11
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    webworker i had sent him a mail, which he dint respond to but removed our banner from his site.
    AFTER the fact. Sorry, but SSanf is 110% correct. Anyone would have removed every link to you in his place - and some things are beyond being able to respond to an email about and remain civil, they're so ludicrous.

  12. #12
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    If I'm reading this right, the rules changed AFTER the fact. The affiliate pulled the banner...what's the problem with that? He/she read your mail, likely was pizzed off but complied without responding with a nasty reply.

    "our customer retention is very good. but thats the whole point u see a customer remembers Flora 2000 and types it in google. But then with ppc you show up in the sponsered link before ours its not fair. Just getting commission on sales that belong to us."

    Sounds like the affiliate paid MORE than the company for the link so why isn't that fair?

    You can't change the rules after the fact and in good conscience do something (boot the affiliate) so that a person doesn't get paid and still maintain a reputation for fair treatment of affiliates.

    Pay the person. No need to boot someone who likely won't promote your products in the future anyway just because they didn't answer an email.

  13. #13
    Super Sh!t Stirrer SSanf's Avatar
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    Here is a suggestion for your TOS.

    "There may be things not mentioned in this contract that I may eventually think are unfair to me. Should that happen, the affiliate agrees that they will only have done what I come to think they should have done and not what I now say they can do or have omitted to say they cannot do. Should the affiliate have failed to do what I finally think they should have done instead of what this contract says they can do or have omitted to say they cannot do, they will forfeit commissions earned while not in compliance with my future thoughts at my discretion."
    Comments are opinion unless otherwise noted. Remember, pillage first. Then burn. Half of all people in the world have IQs under 100. You best learn to trust ol' SSanf!

  14. #14
    Full Member clyderose's Avatar
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    This kind of a discussion helps me see the affiliate side of the picture thankz ssanf. I dont wanna rob anyones commission if i wanted to cut his off i wouldnt have asked you guys for your opinions.
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  15. #15
    Super Sh!t Stirrer SSanf's Avatar
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    I understand that you are looking for answers and that you have no real malintent. That is why ABW is good for us all.
    Comments are opinion unless otherwise noted. Remember, pillage first. Then burn. Half of all people in the world have IQs under 100. You best learn to trust ol' SSanf!

  16. #16
    Full Member clyderose's Avatar
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    yes abw is something that has helpt me learn a lot Atleast thats something we can agree on haha Peace n Love to you all
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  17. #17
    Super Sh!t Stirrer SSanf's Avatar
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    Here is how another merchant is handling this.
    http://forum.abestweb.com/showthread.php?t=72878

    I guess that is the help you asked for.
    Comments are opinion unless otherwise noted. Remember, pillage first. Then burn. Half of all people in the world have IQs under 100. You best learn to trust ol' SSanf!

  18. #18
    Full Member clyderose's Avatar
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    yes ssanf thank you so much for that link ....extremly helpful ...pointers for me
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  19. #19
    Super Sh!t Stirrer SSanf's Avatar
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    While that post is new and happened to be timely, I think you need to look around and see who the really good AMs are and go back and read all the posts they have ever made. They cover almost all your questions at some point, I bet.

    See what the real pros are doing and you can get the hang of this FAST.

    You can start by seeing who was nominated for Affiliate Manager of the year for the past several years. Search for posts by those guys.

    Look at the nominees as well as the winners.

    http://forum.abestweb.com/showthread...iliate+Manager

    http://forum.abestweb.com/showthread...iliate+Manager

    http://forum.abestweb.com/poll.php?d...lts&pollid=333

    I think that is all the help you will need.
    Last edited by SSanf; May 2nd, 2006 at 08:26 AM.
    Comments are opinion unless otherwise noted. Remember, pillage first. Then burn. Half of all people in the world have IQs under 100. You best learn to trust ol' SSanf!

  20. #20
    Troll Killer and best Snooper!
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    Hey Clyde, the person who replied to your request for help was "Rhia" not "Rhea." I'm "Rhea." I would have replied but I don't do PPC so any advice I have would be pretty much useless.

    Anyway, thought I'd point out that there are two of us, although only one of us is NOT me.

    I knew it was just a matter of time before people started confusing the two of us. :grrrrr:


  21. #21
    Full Member clyderose's Avatar
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    Sorry Rhea , btw im a pink floyd fan as well

    Thank you once again SSanf, you have been really helpful to me. I deeply appreicate it thank u
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  22. #22
    Troll Killer and best Snooper!
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    Hey Clyde, I hate to tell you this but I've never bought a Pink Floyd album in my life. (Although I did once listen to Dark Side Of The Moon while watching The Wizard of Oz.)

    What made you think I'm a Pink Floyd fan? Was it the piggies?

  23. #23
    Full Member clyderose's Avatar
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    Quote Originally Posted by Rhea
    Hey Clyde, I hate to tell you this but I've never bought a Pink Floyd album in my life. (Although I did once listen to Dark Side Of The Moon while watching The Wizard of Oz.)

    What made you think I'm a Pink Floyd fan? Was it the piggies?

    Haha yes it was the piggies
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  24. #24
    Troll Killer and best Snooper!
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    Well the piggies are partial to polka while I prefer the blues. Music-wise we're an eclectic bunch.

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