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Affiliate selling: How do you deal with complaints?
londrum




msg:4482324
 7:52 pm on Aug 6, 2012 (gmt 0)

i dont do a lot of affiliate selling, but i've got a few bits and pieces on my site. and i had a situation recently where i made a mistake in the description of the product. Totally my fault. but the customer then went on to make a purchase through the advertiser, realised he got the wrong product, and complained.

the advertiser gave me a few options. i could either do nothing (because the advertiser's description was obviously correct, which he would have seen before he made the purchase), cancel the sale, or upgrade him and dock the difference out of my commission.

i went for option three, seeing as it was my fault (and it wasn't a lot of money anyway). but technically i suppose i could have stuck with option 1, and done nothing.

i was just wondering... do affiliates have a legal obligation to do anything? because we aren't actually making the sale, i guess we don't.

how would you handle it, if a mistake cropped up like that?

 

wolfadeus




msg:4484248
 11:45 am on Aug 13, 2012 (gmt 0)

It obviously depends on how the affiliate program is incorporated into your site and to what extent you feel committed to your users, but in the past, I did not respond to complaints other than pointing at the responsible company behind the service.

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