Last week I told you about the trouble I was having with a reversed commission from Hostgator in my Commission Junction affiliate account. $100 is a lot of money, but beyond that like a lot of you mentioned, it is the principal of the thing.
As a last-ditch effort, I contacted Hostgator through their direct affiliate program they have on their website. For some reason they have two programs, their direct program only pays $50 per sign-up where the Commission Junction one pays $100. Easy to see why I chose to go through CJ.
Anyhow, Hostgator responded in less than an hour after I emailed them telling them about my issue. They apologized for my trouble and were able to track down the problem. The person who had emailed me telling me that they signed up through my link must have clicked through to Hostgator from someone else’s affiliate link within 30 days prior, because someone else got the credit. They said my reversed commission was from a sign-up that cancelled within the 45 days or whatever so they got a refund and I do not get my commission. They even told me the domain that cancelled.
I went back and forth with them via email for about an hour, they answered all my questions, apologized again and told me to feel free to contact them directly in the future should I have any questions. They told me that Commission Junction does not have the same access to the info they do, but it does not excuse why they didn’t bother to respond to me through CJ. After my dealings with CJ, however, I wonder if their system even works right to begin with.
So, while I am disappointed about the lost commission, I am pleased with the detailed responses I received from Hostgator when I contacted them directly.