ClickBank Duplicate/Double Entry in Sales Report

12 replies
Woke up this morning to an email from a ClickBank customer.

He complained he didn't get the download. I've sent it to him now. It may of course simply be that he didn't click thru to the thankyou page (it happens), I don't know.

However there is an additional twist:

My inbox contain 2 identical sales notification emails from ClickBank (same receipt number, etc.) for this order

When I logged into ClickBank and look at my sales report, I also see 2 copies of this order (same receipt number, time, etc.)

Is this just a reporting glitch, or has the customer been double billed?

(already opened a ClickBank ticket on this order)
#clickbank #duplicate or double #entry #report #sales
  • Profile picture of the author seasoned
    As you said, it happens! Who knows why. He probably WAS double billed, maybe because he was impatient, or had problems. Only CLICKBANK can really say if he was billed twice.

    Steve
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  • Profile picture of the author Steve Garratt
    My Clickbank stats has been all over the place in the last few days. Double purchases, recurring billing not recurring, 2 weeks worth of refunds on the same day, hop stats hopelessly innaccurate. I hope it all sorts itself out in the end.
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  • Profile picture of the author bretski
    yeah.. I think they've been having issues since the time change. I will give the credit though... any time things get messed up they do make good. I've even had a situation where a vendor's site got hacked and I was later sent a check for sales that I hadn't been credited for.
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  • Profile picture of the author SunilTanna
    Yes it was a double bill. Clickbank refunded one.

    I hope this won't add to my risk level, but I have a feeling it might.
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    ClickBank Vendor?
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    • Profile picture of the author Alexa Smith
      Banned
      Originally Posted by bretski View Post

      I think they've been having issues since the time change.
      Yes, this certainly seems to be so. It'll all come out in the wash, as the saying goes.

      Originally Posted by SunilTanna View Post

      I hope this won't add to my risk level, but I have a feeling it might.
      I think that might be the "default", but if you discuss it with them, it can have a different outcome - and I would do that, myself. They're aware that they have a problem or two at the moment, and are friendly and cooperative.
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    • Profile picture of the author Harvey Segal
      Originally Posted by SunilTanna View Post

      I hope this won't add to my risk level, but I have a feeling it might.
      I would not worry unduly.

      If you look at the UPDATE section at

      https://support.clickbank.com/entrie...ds-Chargebacks

      it would appear that
      - fees based on risk levels will not be imposed
      - Marketplace Star rankings might not be implemented for a while

      .
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  • Profile picture of the author Steve Garratt
    Originally Posted by Chris Kent View Post

    I'm surprised you haven't seen this before. As a vendor, I've seen this many times from customers who ordered twice (for whatever reason).

    I usually refund one immediately and email them to explain. This prevents them from filing for a refund on both, a month down the road.
    As an affiliate I can't understand why all vendors or even CB themselves can't do exactly what you do Chris. The scenario is very familiar. Customer orders twice and refunds both sometime later when they can't remember buying at all. When it happens with recurring products it can take months for the customer to realise then they refund the lot.

    When I suggested to Clickbank that they do proactive refunds they said that the customer may have intended to make multiple purchases!
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    • Profile picture of the author SunilTanna
      Originally Posted by Steve Garratt View Post

      As an affiliate I can't understand why all vendors or even CB themselves can't do exactly what you do Chris. The scenario is very familiar. Customer orders twice and refunds both sometime later when they can't remember buying at all. When it happens with recurring products it can take months for the customer to realise then they refund the lot.

      When I suggested to Clickbank that they do proactive refunds they said that the customer may have intended to make multiple purchases!
      There are many circumstances when the customer buying the same product twice is legitimate.

      Consider a site selling graphics that are tailored to the customers requirements, for example banner ads, or ebook covers.
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      ClickBank Vendor?
      - Protect Your Thank You Pages & Downloads
      - Give Your Affiliates Multiple Landing Pages (Video Demo)
      - Killer Graphics for Your Site
      SPECIAL WSO PRICES FOR WARRIORS + GET THE "CLICKBANK DISCOUNT" TOO!
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  • Profile picture of the author SunilTanna
    Originally Posted by Chris Kent View Post

    I'm surprised you haven't seen this before. As a vendor, I've seen this many times from customers who ordered twice (for whatever reason).

    I usually refund one immediately and email them to explain. This prevents them from filing for a refund on both, a month down the road.
    No, this was not the customer ordering twice (which would have different times and receipt numbers).

    It was the customer ordering once, and cb processing the order twice. Both orders had the same time down to the second, and the same receipt number.

    I was worried if I refunded 1, the system might actually refund both.

    I think I have seen the same issue a few years ago, but I honestly can't remember what happened or what I did.
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    ClickBank Vendor?
    - Protect Your Thank You Pages & Downloads
    - Give Your Affiliates Multiple Landing Pages (Video Demo)
    - Killer Graphics for Your Site
    SPECIAL WSO PRICES FOR WARRIORS + GET THE "CLICKBANK DISCOUNT" TOO!
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