How do you handle disputes with affiliates?
1. Establish Clear Terms and Policies Upfront
- Create a detailed Affiliate Agreement outlining commission structures, payment schedules, attribution rules, and content guidelines
- Define what qualifies as a valid lead, sale, or conversion
- Clarify refund handling, cookie duration, and termination clauses
- Make these terms easily accessible on your affiliate dashboard or website
- Prevents confusion and serves as a reference point during disputes
2. Maintain Transparent and Consistent Communication
- Respond to affiliate concerns promptly and professionally
- Use email or scheduled calls to address issues directly and calmly
- Be open to hearing their side and provide specific evidence or reports as needed
- Maintain a tone of collaboration, not confrontation
- Document all correspondence for future reference
3. Use Accurate Tracking and Reporting Tools
- Rely on reputable affiliate platforms (e.g., PartnerStack, Impact, FirstPromoter) with real-time analytics
- Share dashboard access so affiliates can verify performance data themselves
- Monitor clicks, conversions, and payout history to validate or refute claims
- Helps resolve issues like missing commissions or disputed attributions with evidence
4. Investigate Fairly and Resolve Based on Policy
- Review affiliate activities, content, traffic sources, and timelines
- Check for tracking errors, fraud, or miscommunication
- Uphold policy terms fairly, even if it means rejecting invalid claims
- Offer partial resolution (e.g., bonus credit, one-time payout) if appropriate and justified
- Communicate the final decision clearly, citing the agreement and data
5. Prevent Recurrence and Maintain Program Integrity
- Use disputes as a chance to update your policies or FAQs for better clarity
- Offer additional training or documentation to avoid future issues
- Remove or suspend affiliates in cases of repeated policy violations or unethical behavior
- Maintain a feedback loop to improve affiliate experience and minimize future conflicts
- Focus on long-term partnerships with trustworthy affiliates
