Ok, so I get a submission to a top category and the web site (I won't post the url) clearly doesn't belong there. I could find at least 3 sub categories which were better suited... So as per the terms of my site, I reserve the right to transfer the site into any category I see fit. Now to give you an example of this, lets say the site was selling engine parts... the guy submits to 'Cars' and I move it to a sub category 'Parts' or 'Engines'. So it's not like I am changing it to 'Boats'! So process the submission and 10 minutes later get an email... which basically reads along the lines of, I paid for my link and I selected 'Cars' please put my link in 'Cars'. I politely reply explaining that he actually paid for me to review his web site and that I deemed it more suitable to the category I had placed it therefore it would not be changed. Another 10 minutes go past... then it gets charged back :sigh:
Arrogant and ignorant. What can you do? I'll bet 99% of complainers don't read the guidelines/terms of service. Sometimes it's easier to just refund the fee and delete the listing.
I know, I was thinking about it after sending a response... should've just deleted, refunded and told him to read the guidelines in future... but I hate refunding money after I have done the work
People obviously think they are paying directly for top-category links, which is totally going to mess up your directory structure. I've heard of mostly free directories reserving the top categories for paid links. There is certainly some argument for having tiered payments according to the category depth. That might cut out some of this trouble (although it wouldn't suddenly turn idiots into people who read the guidelines).
Very true. Mostly they just see the PR of the site and than the category for which they are submitting. For them, guidelines are just there to use Scroll button of mouse. I feel for you. Luckily for me, I don’t get that much trouble.
Depends.... If he paid featured price he can do as he chooses within reason after the review. If he got a regular link then i reserve the right more than anything and will move it if not ill send him a refund. thx malcolm
I hit up on this every once in a while. I have found that this is really an opportunity to upsell. My email back to the customer usually goes something like this. I thank them for contacting us and explain that their satisfaction is very important to us. I explain that the TOS can be found at http:/xxx.com Then I explain why the editorial process is crucial to our customers success (aka putting your boat page on our car page will hurt you and our other customers) I then provide them with links to resources that help drive the point home Then, I explain that if they would like to be placed on the "cars" page then if they upgrade their listing we will work with them to create a listing that is appropriate for that page. 8 times out 10, the customer upgrades their listing and ends up buying listings at our other directories. If done right, it is a great way to establish a great relationship with a customer. However there are some customers that just won't be happy, and we just refund them and wish them the best. Morty
Well, at least you can explain to them about the TOS. Some will listen. But in all seriousness, this kind of incident happens very rarely right?