Holiday reminders.

[Nicholas]

Holiday Greetings To Our Loyal Affiliates!

Please take note of our holiday hours: our offices will be closing in the early afternoon on 12/24/08 and 12/31/08. We will be closed on 12/25/08 and 1/1/09. Our customer service department will still be open the Friday after each holiday between the hours of 6 AM to 5 PM PST and our normal Saturday hours of 7 AM to 11 AM PST.

We’d also like to announce the details of our incentive bonus offer for quarter one of 2009. The top ten affiliates to earn a minimum of $250.00 in commission per week between 1/1/09 and 3/31/09 with no reported chargebacks will receive a bonus in the amount of $1,000.00 (to be issued on 7/1/09). Good luck! Also, look for new products and more incentives in the upcoming year.

Finally, as the new year approaches, we ask that you please verify that the contact information provided in your back-end (e-mail address, phone number, etc.) is accurate and updated where necessary.

Have a fantastic holiday season.

[phillipyao]

I know damaged goods are a cause of chargebacks, but why do affiliates pay the price when we have no control on that.

[HSN-Andrew]

I know damaged goods are a cause of chargebacks, but why do affiliates pay the price when we have no control on that.

Actually, most customer that receive medication that is damaged in transit receive either new medication the next day or are given a credit not a chargeback. Chargebacks are initiated by the customer with their credit card company and the reason usually is stated it was an unauthorized charge. When this happens we charge the full amount to the affiliate until the chargeback mediation is completed by the bank. If the bank finds in our favor we credit the affilaite the amount.

[phillipyao]

Actually, most customer that receive medication that is damaged in transit receive either new medication the next day or are given a credit not a chargeback. Chargebacks are initiated by the customer with their credit card company and the reason usually is stated it was an unauthorized charge. When this happens we charge the full amount to the affiliate until the chargeback mediation is completed by the bank. If the bank finds in our favor we credit the affilaite the amount.

Sorry for the mix up then. So what is the rational, why affiliates commissions are adjusted when there are damaged goods?

Where in the logistics of the delivery is the goods usually damaged? Is it by FedEx or from the supplier?

[HSN-Patrick]

When a package is reported damaged by a customer. We don't grant commission on the damaged order because the medication is deemed unusable and its usually sent back to the pharmacy. We will grant commission on the replacement package.

[phillipyao]

When a package is reported damaged by a customer. We don't grant commission on the damaged order because the medication is deemed unusable and its usually sent back to the pharmacy. We will grant commission on the replacement package.

Some points of clarification:
1. Do you send a replacement package immediately after knowledge of the damaged order?
2. Do the replacement package get a new order number?
3. Is the commission credited/ given to the affiliate? If yes, how can we check via the tracker?

[HSN-Patrick]

Yes, it does.

[phillipyao]

It seems you replied while I was editing my post. Anyway here were additional questions I added.

1. Do you send a replacement package immediately after knowledge of the damaged order?
2. Is the commission credited/ given to the affiliate? If yes, how can we check via the tracker?

[HSN-Patrick]

Upon notice of a damaged package we do sent out a replacement order with the customers consent. To check if a order is a replacement order, just check the order processing details. The replacement order is given a new order number which makes it easy for affiliates to track. Affiliates will get the commission for replacement orders.

[phillipyao]

So do I use the order date of the damaged package as a starting point in searching for the replacement, then check all orders with the same name of the customer (greenberg for example).

If I do find an order w/ the same customer name, what specific info in the order processing details am I looking for? Will It say some thing like replacement order somewhere in the details & will its campaign ID be csr_order?

Thanks

[HSN-Patrick]

The order date is a good place to start. The replacement order will have a notes like "replacement order for 780***", and yes the order will be listed as a csr_order in your back end.