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Ebook Issue - How Should I Respond?

jb.sites
Posts: 40
Joined: 18 Mar 13
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Ebook Issue - How Should I Respond?

Hi all,

I promote several ebooks on my site as an affiliate and I just received this message about one of them:

I placed an order for what I THOUGHT was a hard copy of your cookbook…ya know like the pictures show. CavemanFeast Cookbook… You have no Idea how seriously disappointed I am to find out this is an e-book….For me (and I’m sure I’m not the only one) showing a picture of a hard copy book and asking me to click here to ‘place order’ is grossly misleading. E-BOOKS ARE OF NO VALUE TO ME. I have requested citi-bank to cancel my order through order ######## .
I do want your hard copy but am frustrated because I cannot find a link to order a hard copy nor any real way to ensure that I am really sending this email to the correct company.
Please advise me on how to proceed


Has anyone ever had a complaint like this? In my sales copy, I have the word "ebook" everywhere including in the title:
http://glutenfreecuisine.org/products/e ... bel-james/

And the actual creators of the Caveman Feast refer to this as an "ebook package" throughout their own copy:
http://cavemanfeast.com

There isn't a hard copy of this book, and the authors created the usual 3-d image of their ebook like most of us do when we create a digital product.

Any advice would be greatly appreciated.
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PremiumMember
cterao
Posts: 939
Joined: 18 Aug 09
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It's not your job, as the affiliate, to provide customer support for the ebook. Tell them that you only recommend the ebook, but do not provide support for it, and that they should contact the product owner with any concerns.
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Clayton
I did AffiloBlueprint for one year - http://www.journeyofmyown.com/welcome-affilorama-friends/

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aletta
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Joined: 09 Jul 06
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I agree with Clayton. I'd also add: don't take it personally. It can be a little freaky when you get complaints, particularly if you've tried to be good and upfront and diligent and honest. The internet is full of all kinds of people though, and some put more effort into writing grumpy emails than they might put into reading the sales pitch in the first place.
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jb.sites
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Joined: 18 Mar 13
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Thanks so much for your responses. I appreciate the help.
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cecille.l
Posts: 7013
Joined: 25 Feb 11
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I agree with Clayton and Aletta that as an affiliate it's not our concern, especially since you've done your homework and made it clear that the product is an eBook. I would take the time though to write the customer a nice email that politely straightens out the confusion. I will end it by saying they contact the merchant directly with a link to the merchant's contact form or the support email address.

Aletta is right. Don't take it personally. Keep in mind that these are people who visited your site and have purchased through your link. Maybe it's the years of customer service training embedded in me that's talking but in away, they are your customer too, and it pays to maintain a good relationship with them.

My two cents. Have a good day!
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Cecille


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jb.sites
Posts: 40
Joined: 18 Mar 13
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cecille.l wrote:I agree with Clayton and Aletta that as an affiliate it's not our concern, especially since you've done your homework and made it clear that the product is an eBook. I would take the time though to write the customer a nice email that politely straightens out the confusion. I will end it by saying they contact the merchant directly with a link to the merchant's contact form or the support email address.

Aletta is right. Don't take it personally. Keep in mind that these are people who visited your site and have purchased through your link. Maybe it's the years of customer service training embedded in me that's talking but in away, they are your customer too, and it pays to maintain a good relationship with them.

My two cents. Have a good day!


Thanks for your response, Cecille. I did exactly as you suggested and also copied the author on the message.
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Site Admin
cecille.l
Posts: 7013
Joined: 25 Feb 11
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You're welcome! :) I hope everything gets straightened out.

Have a great weekend!
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Cecille


Step by step guide to "Penguin-proofed" sites : www.affilorama.com/affiloblueprint


Add us on Google Plus: http://www.affilorama.com/googleplus
 
qaymeias
Posts: 25
Joined: 31 Mar 10
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I agree with Cecille on writing to the customer...Your writing back to her , nicely of course, tells her that you care enough about your product to explain things to her.
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http://www.getresponse.com/index/kaymeis GetResponse...Email Marketing Made Easy
 

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