Duplicate Clickbank Orders

[keyon]

I'm a Clickbank vendor, and have recently started getting multiple purchases of the same product from the same buyer on the same day. I was able to contact one of these buyers, and he told me the order process was confusing and that he was never quite sure if his order went through -- thus explaining the multiple purchases.

Am I being too skeptical to wonder if the affiliate (or Clickbank) is purposely making the order process vague to encourage duplicate orders?

[MilesBaker]

They don't do it on purpose. If they did it would only cause havoc and increase refunds and chargebacks, something they don't want.

[Alexa Smith]

Originally Posted by keyon

Am I being too skeptical to wonder if the affiliate (or Clickbank) is purposely making the order process vague to encourage duplicate orders?

Yes.

That outcome doesn't suit ClickBank at all: it clearly isn't something they have an incentive to facilitate.

[tonyb23]

I've had customers buy the same products a few times the same day and when I emailed them if they meant to do it, they said they wanted to get a copy for a friend or relative.

[Harvey Segal]

Originally Posted by keyon

Am I being too skeptical to wonder if the affiliate (or Clickbank) is purposely making the order process vague to encourage duplicate orders?

This reminds me of the person who accused me of putting a false download link to my free book (with no opt-in) so that he would have to raise a support ticket which would allow me to capture his email address.

.

[Steve Garratt]

My affiliate account went from "Good" to "Unacceptable" overnight because someone purchased a recurring product twice, waited 2 months for both subscriptions to renew twice then charged back the lot!!

And yes I see multiple purchases and subsequent refunds/chargebacks a lot. I just had someone do a double purchase in the same minute today. I feel powerless as an affiliate because I have no contact details for the buyers so I can't ask them if they meant to do it or not.

[Alexa Smith]

Originally Posted by Steve Garratt

My affiliate account went from "Good" to "Unacceptable" overnight because someone purchased a recurring product twice, waited 2 months for both subscriptions to renew twice then charged back the lot!!

Annoying. But if you discuss issues like that with ClickBank's staff, they can be friendly, understanding and co-operative about it. (More so than they ever used to be, anyway, about other issues).

Originally Posted by Steve Garratt

I feel powerless as an affiliate because I have no contact details for the buyers so I can't ask them if they meant to do it or not.

Yes, I hear you there.

[Steve Garratt]

Originally Posted by Alexa Smith

Annoying. But if you discuss issues like that with ClickBank's staff, they can be friendly, understanding and co-operative about it. (More so than they ever used to be, anyway, about other issues).



Yes, I hear you there.

Yes Alexa, I'm with you there too. I emailed Clickbank earlier today after I had collected all the tracking evidence to support what I was saying.

[bkkmma]

Happens way more often than it should.

Perhaps instead of the overhaul they did, they could do some back end work on preventing double orders from being so common. Ask any vendor and they'll agree, for the most part, I think. I don't know any who haven't had to deal with multiple orders, and not to mention with the new fees for refund and chargebacks... HMMMM.

[keyon]

Originally Posted by Steve Garratt

I feel powerless as an affiliate because I have no contact details for the buyers so I can't ask them if they meant to do it or not.

I don't know about you, but the email that ClickBank sends me (after an affiliate has sold my ebook) includes an email address for that buyer. I tried contacting ClickBank first, to ask how to best deal with the problem, but I didn't want to wait two days for a reply. So I wrote the customer directly and explained the situation. Better to let him know now, instead of letting him discover the mistake on his CC statement later (he mistakenly ordered 4 copies!!!).

[keyon]

Originally Posted by MilesLotsBaker

...it would only cause havoc and increase refunds and chargebacks, something they don't want.

That's assuming that most buyers would catch the mistake. Lots of people never look at their CC transactions.

[Steve Garratt]

Originally Posted by keyon

I don't know about you, but the email that ClickBank sends me (after an affiliate has sold my ebook) includes an email address for that buyer.

That's because you are a VENDOR. Clickbank ceased providing this information to affiliates in 2010 :-(

[Steve Garratt]

I have received a reply from Clickbank. They are aware of the multiple purchase problem and are focusing on providing a solution. Hopefully the situation will improve.

[keyon]

Originally Posted by Steve Garratt

That's because you are a VENDOR. Clickbank ceased providing this information to affiliates in 2010 :-(

Oh...gotcha. So what's the reasoning behind that? It's okay for vendors to know who the customer is, but not affiliates? I'm probably overlooking something obvious

[keyon]

Originally Posted by Steve Garratt

I have received a reply from Clickbank. They are aware of the multiple purchase problem and are focusing on providing a solution. Hopefully the situation will improve.

I think it's fairly obvious that a mistake has occurred when a customer buys four copies of a downloadable PDF within just a couple minutes (still not sure how someone actually does that though!). Seems like Clickbank could set up some automatic triggers to warn customers of a duplicate order. Thanks for contacting them!

[djleon1]

I have had this issue as an affiliate where I see people using paypal and then a cc to pay for the same product. Can you redirect the buyer back to a thank you page after they purchase and have the funnel set-up so they understand the purchase went through or is all of the duplicate purchasing strictly a clickbank/purchaser issue with no vendor role?

[rkaiser5]

I have the same problem. Today for example I had to generate 6 refunds from people buying the product more than once. One person bought it 3 times using different names each time, and different credit cards. One of the names was Master Card. I felt very suspecious of these transactions and refunded them all. I feel like a vendor that wants to get rid of me could have done that and then put in 3 chargebacks to hurt my standing with clickbank.
Out of 1865 transactions in the last 60 days I had 115 refunds and 2/3 of them were for duplicate purchases. It doesn't seem right that I get punished by clickbanks system because their system lacks a check and balance to catch duplicate purchases. These are generally done in the same time frame so that should surely throw up a red flag. It is very frustrating because you work hard to support your product and there is nothing you can do to stop these duplicate and triple purchases.

[keyon]

Originally Posted by rkaiser5

I feel like a vendor that wants to get rid of me could have done that and then put in 3 chargebacks to hurt my standing with clickbank.

My concern exactly! I can accept the notion of someone accidentally placing ONE duplicate order -- but not 2, 3, or in my case 4.

And it's interesting that I never had a problem (as a vendor) with duplicate orders until I started getting more exposure at Clickbank. In the past, no one knew I exisited.

[keyon]

Originally Posted by rkaiser5

Out of 1865 transactions in the last 60 days

WOW... I must be in the wrong niche