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we are receiving complaints - should we redirect them to our affiliates?

by BobanV
12 replies
3rd party is promoting our email offer and we started receiving complaints.

Should we take care of this or the responsibility is on our affiliate who had this contact in list? And redirect complainers to AM who can follow up?

Best,
Boban
#affiliates #complaints #receiving #redirect
  • Profile picture of the author Ben Friedman
    Request the opt-in data from the affiliate to find out information about the affiliate's mailing list. This should include the time and date the user opted-in to receive communication and the URL of the opt-in as well as the users IP Address.

    If they cannot supply this information then they should not be emailing the customer and may be the reason for the issue.

    I always vet new email affiliates to make sure that they have a compliant list before letting them email on behalf of our website or any clients.

    What kinds of complaints are you getting?
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    • Profile picture of the author BobanV
      Originally Posted by Ben Friedman View Post

      Request the opt-in data from the affiliate to find out information about the affiliate's mailing list. This should include the time and date the user opted-in to receive communication and the URL of the opt-in as well as the users IP Address.

      What kinds of complaints are you getting?
      We do request opt-in info, but still got one user passed the details to Information Commissioner's Office.
      The problem here is cause affiliates are using only our brand as From Line. They cannot disclose their company name to list and they cannot use From lines "Our Brand & Their List Name". So we have full responsibility as 3rd party was not mention in From Line.

      My team is saying to me that affiliates are responsible and they need to have someone from complaint team who can take care of this.

      I am not sure that can work..
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      • Profile picture of the author Ben Friedman
        You are ultimately responsible in this case. What are they complaining about? Are they saying that they never opted in?

        Ask the affiliate for the evidence for that customer and if they can supply the proof of the opt in then you will be fine because you can prove that they had accepted the terms to receive the email.
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  • Profile picture of the author EPoltrack77
    Its your responsibly. Pre screen and quality affiliates and I would boot that person out! For example the clickbank offer Doggy Dans Dog Training was going through the exact same thing. He now pre screens all his affiliates.... Which is good today because most marketers out there are shady and just look for the money and do not care about anything else.
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  • Profile picture of the author yukon
    Banned
    Originally Posted by BobanV View Post

    3rd party is promoting our email offer and we started receiving complaints.

    Should we take care of this or the responsibility is on our affiliate who had this contact in list? And redirect complainers to AM who can follow up?

    Best,
    Boban


    Nuke the affiliate If they don't get their act together.

    What are the complaints?
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  • Profile picture of the author Kay King
    The problem here is cause affiliates are using only our brand as From Line. They cannot disclose their company name to list
    That sounds a little strange - but if the problems reported are listing YOUR brand...the complaints are your problem. Not sure if you own the email software or have a list you are renting out.

    3rd party was not mention in From Line.
    So the mailings may be a bit deceptive - and the affiliates have nothing to lose because they can hide behind your brand name.

    My team is saying to me that affiliates are responsible and they need to have someone from complaint team who can take care of this.
    Your team can't fix it for you - either strengthen the rules for affiliates or enforce the rules in place by banning affiliates harming your brand.
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  • Profile picture of the author ChrisBa
    Originally Posted by BobanV View Post

    3rd party is promoting our email offer and we started receiving complaints.

    Should we take care of this or the responsibility is on our affiliate who had this contact in list? And redirect complainers to AM who can follow up?

    Best,
    Boban
    IMO, you should take on the responsibility and follow up with both the person complaining and the person who caused the complaint.
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  • Profile picture of the author PrincePatridge
    It's better to deal with the complaints yourself and know what caused those complaints. Then take appropriate actions.
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  • Profile picture of the author JohnMcCabe
    A former US President famously displayed a sign on his desk that said "The Buck Sops Here."

    That meant that he was the top of the food chain and ultimately responsible for problems in his administration.

    I think you are in the same situation. The buck stops with you. Deal with the complaints. If that means firing an affiliate who won't fly right, so be it.
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  • Profile picture of the author BobanV
    Re post - We got opt - in data from Affiliate.

    However, the site complainer originally opt in has been now shut down.

    He said that data have been fabricated using valid email addresses and then sell the data on.

    The questions is - Is it illegal to use his data when original site has been shut down?
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    • Profile picture of the author Ben Friedman
      As long as there is opt-in data and proof that they opted in to receive the communications then there shouldn't be any problems. The fact that the website it no longer running would only matter if the opt-in specifically named the website as the sole source of marketing materials.
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  • Profile picture of the author dburk
    Hi Boban,

    You can delegate authority, but you cannot delegate responsibility. If your name is on the product, and you are paying your affiliates, you are responsible.

    You are responsible to your customers, they don't get to decide which marketers you affiliate with, you do.

    Your affiliates are responsible to you, not to your customers, you set the standard for your service as well as your marketing practices. Only you can hold an affiliate marketer accountable for how they market your product or service.

    You can ask, or demand, the affiliate to fix the issue, but in the end, you are the one responsible to the customer if they do not comply.
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