CB ticket system woes
What's up guys? I am a CB vendor with a few sites in the CB network. I recently noticed that ClickBank has "upgraded" to a new ticket system. I don't know about you guys, but this thing is starting to become a pain in the neck.
Here is basically what is happening. A customer requests a refund. According to CB, the system now allows an opporunity to save the sale. I use the opportunity to save the sale by contacting the customer directly (not with the ticket system), and when everything sounds ok I make a note in the ticket & close it. Then CB, not the customer, comes back reopens the ticket so it can be process as a refund, because the ticket was originally a refund request.
So in reality what can we do? We can't tell a customer NO you can't have a refund. And if a customer is actually looking for support and not a refund, the system only adds that much more of a burden on the part of the publishers. It might not sound like such a big deal but using the ticket system is just one extra uncessary step that doesn't add any convenience for publishers, and is not necessarily easier for customers either, especially when you also have customers contacting you directly via email. And now, with the new upgraded system, we have to keep up with two systems instead of one (CB tickets and regular emails). It's not necessarily that its hard to use the system, but I think my point is that CB used to be a transparent system and it seems like they are increasingly becoming much more obtrusive. I find this a bit annoying especially when CB sends email receipts that virtually shout to the customers "click here for a no questions asked refund", and refunds are 100% automated.
Ok, so its clear that I don't find this system to be helpful whatsoever. I know that refunds are often justified, but there are also many potential customers out there that have the mind set that "I can just buy this and request a refund". In my view CB has done nothing to combat this problem, and have only added to the problem with the new cleverly disguised but completely automated system. Anyone who is a CB publisher knows the issue of refunds has always been a problem.
But then again, CB doesn't refuse refunds so what's the difference? They might as well automate it for themselves..... :confused:
What do you all think about this? Does anyone actually like these changes or found a way to use them to your advantage?
I'd be very interested to know how other publishers are handling handling these changes with CB....
- wb1
Here is basically what is happening. A customer requests a refund. According to CB, the system now allows an opporunity to save the sale. I use the opportunity to save the sale by contacting the customer directly (not with the ticket system), and when everything sounds ok I make a note in the ticket & close it. Then CB, not the customer, comes back reopens the ticket so it can be process as a refund, because the ticket was originally a refund request.
So in reality what can we do? We can't tell a customer NO you can't have a refund. And if a customer is actually looking for support and not a refund, the system only adds that much more of a burden on the part of the publishers. It might not sound like such a big deal but using the ticket system is just one extra uncessary step that doesn't add any convenience for publishers, and is not necessarily easier for customers either, especially when you also have customers contacting you directly via email. And now, with the new upgraded system, we have to keep up with two systems instead of one (CB tickets and regular emails). It's not necessarily that its hard to use the system, but I think my point is that CB used to be a transparent system and it seems like they are increasingly becoming much more obtrusive. I find this a bit annoying especially when CB sends email receipts that virtually shout to the customers "click here for a no questions asked refund", and refunds are 100% automated.
Ok, so its clear that I don't find this system to be helpful whatsoever. I know that refunds are often justified, but there are also many potential customers out there that have the mind set that "I can just buy this and request a refund". In my view CB has done nothing to combat this problem, and have only added to the problem with the new cleverly disguised but completely automated system. Anyone who is a CB publisher knows the issue of refunds has always been a problem.
But then again, CB doesn't refuse refunds so what's the difference? They might as well automate it for themselves..... :confused:
What do you all think about this? Does anyone actually like these changes or found a way to use them to your advantage?
I'd be very interested to know how other publishers are handling handling these changes with CB....
- wb1
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