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  1. #1
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    January 18th, 2005
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    429
    Todd,

    Someone needs to explain "Reversals" and
    "Extended" to Graffiti Online. I have
    emailed CJ's support yet don't have
    a lot of faith since, well they just aren't
    very supportive (in my experience).

    I emailed Graffiti Online regarding
    several Reversals. Graffiti Online emailed
    back explanations. One transaction
    Should Not have been Reversed & one
    transaction should have been changed from
    Reversed to Locked -- Below is the Exact
    explanation Graffiti Online gave me for
    the Reversed transactions (I have X'd out
    the Trans#'s) ...

    >>>>I looked back into the orders and here are the reasons for reversal:

    xxxxxx96 - declined
    xxxxxx28 - back ordered
    xxxxxx60 - didn''t have the sizes that the customer wanted, needed to e-mail- now it is shipped
    xxxxxx56 - declined
    xxxxxx71 - declined
    xxxxxx93 - declined

    Hope this helps you out....
    Cynthia [img]/infopop/emoticons/icon_wink.gif[/img]
    Customer care Graffiti Online
    custserv@graffitionline.com
    >>>>>>

    Transaction "xxxxxx28 - back ordered"
    Should be Extended.

    Transaction "xxxxxx60" - didn''t have the sizes that the customer wanted, needed to e-mail- now it is shipped"
    Should be changed from Reversed to Locked --
    yet it Has Not.

    I don't think this is purposely being
    done -- I think Graffiti Online Just doesn't
    know they can 1) Extend Sales when they
    are backordered and 2) Change the Reversed
    Trans. to Locked.

    If they are doing this to me, they are
    doing this to All Publishers.

    And, I have a feeling there are Alot of
    Advertisers at CJ that are doing this
    as well!

    Both CJ and Advertisers are Losing Money
    here.

    Anne

  2. #2
    Ad Network Rep ToddCrawford's Avatar
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    January 18th, 2005
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    Santa Barbara, CA
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    Anne,

    I will have compliance look into your concerns.

    Thanks for the post.

    I don't know if you actually sent an email or used our support feature but in the future, please do not email CJ, instead use our online support feature, "ask a question" in the members area. We are trying to get everyone to use this feature more so we can provide better service to our members.

    Thanks again,

  3. #3
    ABW Ambassador Ron Bechdolt's Avatar
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    Todd,

    Can you get Support Services at "Ask A Question" to speed things up? I recently had one simple question take over two weeks to get answered. I can't tell you how frustrating that is.

    Thanks.

  4. #4
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    January 18th, 2005
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    Todd,

    Sorry I wasn't clear -- I used
    CJ's "ask a question"

    The reference number for the question
    regarding above is '020612-000008'.

    Anne

  5. #5
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    January 18th, 2005
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    Todd,

    No One from CJ has contacted GraffitiOnline
    Below is an email I received from
    Cynthia of GO yesterday ...
    >>>>>>>>>>>>>>
    HI Anne-
    Sorry that they weren''t changed...I wasn''t aware that you could do that. Could you please let me know how to chage the prices when we can ship half of an order and how do I extend it if its back ordered? Thanks for your help.

    Cynthia [img]/infopop/emoticons/icon_wink.gif[/img]
    Customer Care
    Graffitionline.com
    custserv@graffitionline.com

    --- Original Message Separator ---
    >>>>>>>>>>>>>>>>>>>>>>>>

    I was right in thinking they were not
    aware they can extend or adjust
    transactions.

    If you will give me a CJ email address
    for Cynthia to write to regarding
    how to Extend and how to adjust
    transaction amounts, I will email
    her back as to where she can find
    out how to complete the adjustments.

    Also, I Have Not received an "answer"
    to the initial "ask a question"

    Again, If GraffitiOnline is doing this,
    I'm sure Many other Advertisers are
    doing this -- not because they are
    trying to cheat us, but because they
    are Not fully trained or aware of how
    the CJ system works.

    As a consequence, Publishers and CJ
    are Losing Money.

    Anne

  6. #6
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    January 18th, 2005
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    96
    gettnthar!!
    thanks for figuring that out. But I believe that on the end of cj.com " everything is normal". :rolleyes: :rolleyes: :confused: :confused:
    Jonny

  7. #7
    ABW Ambassador webmarm's Avatar
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    January 18th, 2005
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    Anne,
    The guy from Zappos always says he will credit partial returns,so supposedly he knows how to do such things. You may want to try to get this info out of him for your other merchant if cj does not prove helpful (a sad thing, if it happens).

  8. #8
    ABW Ambassador
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    Yes Todd, any chance of improving the response times on the 'Ask a question'thingy?

    I've submitted questions previously which went completely unanswered. When every single SmartZone on my site died I got a response about four weeks later that baiscally said it's working now - but I already knew that :rolleyes: Not much of a response I'm sure you will agree.

    Slightly off topic - sorry, but I think it's relevant.

  9. #9
    Ad Network Rep ToddCrawford's Avatar
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    I will get the manager of client services to read these threads. I am confident that he will be able to determine how to speed up responses from client services.

    Thanks for the input.

  10. #10
    ABW Ambassador
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    Todd,
    Just curious as to what type of support CJ offers its merchants. I can't blame Graffiti on-line if she was never informed on what to do. I find it very odd that a merchant is asking an affiliate how to credit partial transactions, etc. It is obvious she didn't know...what does CJ do to 'educate' merchants on the procedures.

  11. #11
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    What a disgrace.

  12. #12
    2005 Linkshare Golden Link Award Winner  ecomcity's Avatar
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    Most merchants affiliate managers are not very computer literate. CJ and the networks do need to constently Show & Tell them how to use the creative interfaces and various report editing features of the ASP interface.

  13. #13
    ABW Ambassador Packy's Avatar
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    I agree with Guest 100%!! What a disgrace

    Todd, this is totaly unacceptible. How many other merchants don't know about extensions and partial credits. What the hell is going on at CJ's. How many millions of dollars were not credited to us because CJ doesn't have some kind of system in place to allow merchants to automaticaly report partial orders instead of having to manualy submit them. When will this BS end. When are you going to get a compliance department?

  14. #14
    Full Member
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    I wrote GraffitiOnline back and advised
    Cynthia to Call CJ's 1-800 # -- hopefully
    someone can talk her through the different
    adjustments available to Advertisers. I also
    gave her Zappos Affili. Mgr's email (Thanks
    Webmistress).

    Yes, it is Alarming that GraffitiOnline
    was unaware of being able to extend or
    adjust transactions.

    Maybe CJ can create a Memo for ALL Advertisers outlining the different
    transaction adjustments. Advising them
    to contact CJ if they are confused in
    any way.

    Anne

  15. #15
    Outsourced Program Manager Bryan Rhodes's Avatar
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    quote:
    Originally posted by gettnthar:
    I have emailed CJ's support yet don't have
    a lot of faith since, well they just aren't
    very supportive (in my experience).

    Anne[/QB]


    In my experience and from a merchant point of view, CJ's customer service reps are not very supportive. Everytime I present them with an idea to improve our program and make life easier for our affiliates, they just say no we can't do that.

    There is an Account Manager handbook, but it just defines what all the tabs do and is very basic. Obviously written for us computer illiterate affiliate managers! [img]/infopop/emoticons/icon_wink.gif[/img]

    Other support has been minimal. About a year ago we got a cold call from CJ and thought we were going to receive some real insight on how to improve our program. But five minutes into the conference call we realized it was a sales pitch and they wanted us to sponsor a section. There is some support, but it is pretty minimal.

    Hope that adds some perspective from the other side.

    Bryan

  16. #16
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    Todd,

    Apparently your staff is not responsive to your directions.
    See thread:
    http://abw.infopop.cc/6/ubb.x?a=tpc&...9&m=7666033641

  17. #17
    2005 Linkshare Golden Link Award Winner  ecomcity's Avatar
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    Brian I can feel your pain. Three of my clients came on board CJ well before they improved things for newer merchants like you. It was me who had to run the merchant interface for them. At least you now have EPC and merchant payout $$$$ and Ad space to help recruit. Back then a merchant who sold 1 product for every 15 clicks was buried in a pile of loosers.

    WebMaster Mike

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