I believe I’ve been incorrectly charged on my commission for a particular order – how do I request a refund?
If for any reason you feel you’ve been mischarged for an order, please reach out to support@klickly.com or click on the pink ‘Support’ tab within the dashboard and supply the following info: Klickly order number, date of order, commission amount charged, and a brief description as to why you feel you were mischarged. We will review on our end and make sure to get back as quickly as possible with a solution.
I have wholesale customers and I am being charged a commission on these orders –– what do I do?
We have many brands that have wholesale customers. Typically your e-commerce platform does a good job of making sure wholesale orders aren’t charged a commission via Klickly. If, however, any wholesale orders are charged a commission, simply send a CSV file of ALL wholesale customers’ emails and we will block these on our end.
A customer bought a product after clicking on our marketing email – why is Klickly taking a commission?
If Klickly has shown an ad to one of your customers, they will be put into a funnel. If that customer purchases your product during a specified time window after interacting with or viewing the ad, Klickly will claim attribution since we helped to sell your product.
Imagine a scenario where you send a marketing blast to your customer list – a customer might get your email, but not yet be motivated (or forget) to buy. The next day, Klickly may show an ad to remind that customer about your brand, thus driving them to go open the email and use the code you sent. This is just one example of why multi-touch marketing is valuable.
When this or similar circumstances occur, Klickly isn’t able to see that the order was placed after additionally opening a marketing email. We can only see that we drove the consumer down the purchase funnel.
If this is an issue you are seeing a lot, you have the ability to adjust your commission to reflect the percentage of impact you feel Klickly has on your orders. (I.E. simply lower your commission.)
One of my coworkers bought a product and Klickly took a commission –– how do I request a refund?
If one of your coworkers was served or interacted with our ad before purchasing your product, Klickly will take a commission as if they were normal customers (after all, we don’t know who your employees are).
To request a refund, reach out to support@klickly.com or click on the pink ‘Support’ tab within the dashboard with the following info: Klickly order number, date of order, the commission amount charged, and a brief description detailing that this was an internal purchase. We will review on our end and get back as quickly as possible. To avoid this in the future, please send us over a CSV file of any internal emails who will be purchasing to make sure we don’t take a commission on those orders in the future.
A customer placed a subscription order for the 2nd time — why is Klickly taking a commission?
Many affiliates take ongoing commissions from the subscriptions they drive. This could mean you’re paying a rev-share for the duration of a subscription’s lifetime. Klickly does not do this.
For subscription orders enabled by Klickly we only take 2 months of commissions – the 1st is the applicable acquisition fee; the 2nd is the applicable campaign commission.
As an example: If Klickly drives a subscription from a Cold Customer (someone who has never purchased/been to site) the payout might look like this:
1st order: $[cold customer commission]
2nd order: %[campaign commission]
3rd order: no payout
If Klickly drives a subscription from an existing customer (for example, someone who previously purchased a one-off product but has now gone on to buy a subscription), the payout might look like this:
1st order: %[campaign commission]
2nd order: %[campaign commission]
3rd order: no payout
Note that commission is only charged on the purchase amount, not shipping.