Yesterday at 9:12 am MST a major brand which runs its affiliate program on a major affiliate network sent out the following text to all of its affiliates:
We are scheduled to perform maintenance work on the [MerchantURL].com website and as such will be having an outage effective Monday August 8th from 10pm MST through Tuesday August 9th 6:00AM MST.
During this period we will not be able to take any orders through our website. We apologize for the inconvenience that this may cause. Please let us know if you have any questions.
Very seldom are the cases when merchants do something that shows they really care about affiliates. However sad this may be to admit, more often than not, it is the other way around — tracking goes down, websites go down… but merchants don’t say a word. While the affiliates of the above merchant would’ve benefited from a more advance notice (13 hours is cutting it really short), as some may be paying for the traffic they’re sending to the merchant, overall, I applaud the above step.
This incident also brings another possible scenario to mind. If it so
unfortunately (for affiliates) happens that a website outage or tracking downtime occurs, and before you know it a period of no-commission time elapses, you as a merchant (or program manager) want to retroactively compensate affiliates the commission they would’ve earned had the tracking worked properly. I’ve had this happen in my affiliate program management practice before. Affiliates don’t care who’s fault it is, and appreciate it when you show you truly care.