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Contents 1 Frequently Asked Questions by Publishers - Admin 2 Administrative Issues 2.1 How long will it take my application to be approved? 2.2 Why has my application to become a Publisher been rejected? 2.3 How do I retrieve my login details? 2.4 How do I change/update my account details? 2.5 Where can I find information on Advertiser commission rates? 2.6 How do I find out why a commission has been declined? 2.7 Is it possible to add an additional website under one account? 2.8 What is the difference between an Impression and a Click? 2.9 Why are my Text Links not recording Impressions? 2.10 Why can I not find the details of an Advertiser’s program? 2.11 Why have I been rejected by an Advertiser? 2.12 Why was this commission rejected by an Advertiser? 2.13 What is the Pay Per Click (PPC) policy for an Advertiser? 2.14 How can I close my Publisher account? 3 Financial Issues 3.1 Untracked sales 3.2 Can I get a receipt for the £5 joining fee? 3.3 Why aren’t my pending sales being approved? 3.4 When do Awin pay publishers? 3.5 My commission has been validated; why haven't I been paid? 3.6 What are the payment thresholds? 3.7 What currency is commission paid in? 3.8 I haven't received my BACS payment. What should I do? 3.9 I am an international Publisher, can I be paid by bank transfer? 3.10 I have recently become VAT registered, can I get any VAT back? 3.11 Where have the commissions that I had pending in my account gone? 3.12 How long do commissions remain pending? 3.13 Incorrect commission rates 3.14 When is the next payment? 3.14.1 Do we not have what you are looking for?

Frequently Asked Questions by Publishers - Admin

Administrative Issues

How long will it take my application to be approved?

We aim to approve all Publisher applications within two working days. If you have not received an email to the email address that you registered with following this period, please contact Awin Publisher Success For more information on the approval process, please see our Sign Up Guide

Why has my application to become a Publisher been rejected?

Please click here for further information regarding Awin rejection reasons.

How do I retrieve my login details?

If you have forgotten your password, visit http://ui.awin.com, enter in your e-mail address and then click on the ‘Forgotten Password’ link. This will send a temporary replacement password to your registered email address.

If you are unable to use this facility, please contact Technical Services via email at support@awin.com for further assistance.

Once you have accessed your account using the temporary password provided, go to the drop-down menu under "Hello, user name" on the upper right-hand side of your interface, and select "user authentication" to change your password to something more memorable.

How do I change/update my account details?

All changes to your contact, address, company, bank and VAT details can be made through your account.

If you are unsure on how to do this, please contact Awin Publisher Success.

Where can I find information on Advertiser commission rates?

Advertiser commission rates can be located on the Advertiser's profile page.

How do I find out why a commission has been declined?

Select Report > Transactions and filter by 'Month'. In the 'Transaction Status' box select 'Declined' and click 'Generate Report'. Any declined commissions for that month will be reported here. You can find the reason for the decline by hovering your mouse over the circles on the left-hand side. If you require further explanation we suggest you contact the Awin Account Manager listed for the specified Advertiser.

Is it possible to add an additional website under one account?

You do not need to create additional Publisher accounts to promote Advertisers on other websites that you may manage. You can add details for all of your sites on your Publisher profile by going to https://ui.awin.com then clicking on ‘Account’, and ‘Promotional Spaces’. On this page, you can add new sites, and categorise and describe each one in detail.

What is the difference between an Impression and a Click?

An Impression is recorded when one of your web pages is loaded and a banner is displayed to the User. Every time a banner is loaded your Impressions count increases. A Click is recorded when a visitor to your site clicks on one of your linking methods and is referred to an Advertiser site.

Why are my Text Links not recording Impressions?

It is not possible for us to track Impressions on a Text Link. Impressions can only be recorded when a Publisher uses an Advertiser’s banner.

Why can I not find the details of an Advertiser’s program?

It could be that the Advertiser has closed on the network or that they are hidden to prevent new Publishers joining their program. Search under the Advertisers > Join Progams tab and you will be able to see if an Advertiser's program is active.

Why have I been rejected by an Advertiser?

This could be for many reasons such as the content of your website or your methods of promotion. If your application to join a programme has been rejected you should first read the Advertiser's program description and terms and conditions to see if they make reference to Publisher types not allowed to promote the program. For an exact reason as to why your application to join an Advertiser’s program has been rejected, please contact the Awin Account Manager listed on the Advertiser profile explaining your site/methods of promotion.

Why was this commission rejected by an Advertiser?

A commission may be rejected for a number of reasons. The most common reasons for rejecting commissions are:

• The order was cancelled by the customer.
• The order was returned by the customer in accordance with the Advertiser's returns policy.
• The commission was duplicated. Commissions can appear duplicated if the customer refreshes or prints the confirmation page.
• The transaction was fraudulent.

If you believe a commission was rejected when it should have been approved, please contact Awin Publisher Success with the following information:

• Advertiser ID/Name
• Banner/Link used
• Sale amount
• Commission amount or item purchased
• Order Reference
• Date and Time ordered
• Click Ref used if available

This information will then be sent on to the Advertiser for review, please allow 75 days for validation. If you do not hear anything before this time for this transaction, your untracked query will be auto-approved.

If you would prefer to upload the details you wish to query directly please contact Awin Publisher Success and state that you would like this to be enabled on your account. Once enabled you can follow this guide: Publisher_Transaction_Queries

What is the Pay Per Click (PPC) policy for an Advertiser?

You can check this by looking in the Advertiser's program description via your Publisher account. Most Advertisers will include a section referring to their Paid Search or keyword policy. This information may also be included in the Terms and Conditions that are applicable. A link to these can be found underneath the program description.

How can I close my Publisher account?

Please notify the Publisher Success Team by emailing Awin Publisher Success - we shall aim to close your ticket and ask Finance to send through any relevant payments.

Financial Issues

Untracked sales

Unfortunately from time to time you may encounter an Untracked sale. This may happen for a number of reasons such as anti-virus packages, certain software used for content filtering and removal/deletion of cookies. If you believe that your sale should have been tracked as a Publisher link was used, please provide us with the following information in an email to Awin Publisher Success:

• Advertiser ID/Name
• Banner/Link used
• Sale amount
• Commission amount or item purchased
• Order Reference
• Date and Time ordered
• Click Ref used if available

We will send this information on to the Advertiser for review, please allow 75 days for validation. If you do not hear anything before this time for this transaction, your untracked query will be auto-approved.

If you would prefer to upload the details you wish to query directly please contact Awin Publisher Success and state that you would like this to be enabled on your account. Once enabled you can follow this guide: Publisher_Transaction_Queries

Can I get a receipt for the £5 joining fee?

We do not raise invoices for the £5 deposit when you join Awin.

Th £5 deposit is credited to your account when you join the Network and is paid back within your first Publisher commission payment (this will occur when you have met the pay threshold). Once the threshold has been met, a payment is generated in the system and can be viewed in Reports > Payment > History. You will be able to view the details of the payment including the individual commissions, which will also include the £5 subscription fee. This is the self-billing invoice that we raise enabling us to make payment on commissions. You can print this once your first payment has been generated.

Why aren’t my pending sales being approved?

It is up to the Advertiser to determine if a commission is approved or declined to a Publisher. We do ask Advertisers to validate as regularly as possible to ensure Publishers receive commission as quickly as possible. Some Advertisers approve on a daily basis and some monthly. Please allow until then end of the month before contacting the relevant Awin Account Manager regarding commission validations.

When do Awin pay publishers?

1st - 15th validated commissions (e.g. June 2010) Payment generated on 1st July (or first working day after)

16th - 31st validated commissions (e.g. June 2010) Payment generated 15th July (or first working day after)

My commission has been validated; why haven't I been paid?

Please click here for information regarding our Advertiser Payment Statuses and your Payment Details page.

What are the payment thresholds?

• GBP Bacs minimum £20 Threshold – to credit Publisher's bank account after three working days.
• GBP International minimum £20 Threshold – self billed invoice (payment date in payment history) generated 1st May (or first working day after) – can take a bit longer to credit Publisher's bank account.
• Euro minimum €20 euro Threshold – self billed invoice (payment date in payment history) generated 1st May (or first working day after) – can take a bit longer to credit Publisher's bank account.
• US Dollar ACH minimum $20 Threshold – self billed invoice (payment date in payment history) generated 1st May (or first working day after) – can take a bit longer to credit Publisher's bank account.
• US Dollar International minimum $20 Threshold – self billed invoice (payment date in payment history) generated 1st May (or first working day after) – can take a bit longer to credit Publisher's bank account.
• US Dollar Cheque minimum $20 Threshold – self billed invoice (payment date in payment history) generated 1st May (or first working day after) - Cheque authorised and posted out same day.
• Canadian Dollar International minimum $20 Threshold – self billed invoice (payment date in payment history) generated 1st May (or first working day after) – can take a bit longer to credit Publisher's bank account.

For all payment methods and tracked currencies the Publisher must reach the threshold by the 15th or the last day of the month to receive payment for that respective half of the month, otherwise it will rollover to the next period.

If a Publisher selects to be paid monthly (rather than twice monthly) they will only receive payment in the second half of the month i.e. commissions up to 30th April will be paid on 15th May.

Awin recommends ACH payments for all Publishers based in the USA.

What currency is commission paid in?

Awin pay commission in NOK, DKK, SEK, PLN, CHF, AUD, EUR, USD, CAD, and GBP.

I haven't received my BACS payment. What should I do?

Please check when the payment was sent to you in your Payment Details section. If the payment was by BACS and was not received within 4 working days please contact Awin Publisher Success. Please also check that we have your correct bank details, address or payment details via the ‘Update account details’ section within your Publisher account. This also could be due to the Advertiser's payment status. This can be checked by viewing the colour of the 'traffic light' under 'Payment Status' on the Advertiser's information page. For more information on this please see: Advertiser Payment Statuses

I am an international Publisher, can I be paid by bank transfer?

Awin can only pay non-UK accounts by international wire transfer and ACH transfer.

I have recently become VAT registered, can I get any VAT back?

When you get your VAT number you can enter the information into the payment details section of the Publisher provider area. The self-billed invoices generated each month will then automatically add VAT.

If there are payments already made before you were able to enter the VAT details then you can be paid back-dated VAT. In order to do this you need to supply us with a copy of the certificate and then raise an invoice to Awin just for the VAT amount.

Where have the commissions that I had pending in my account gone?

If you notice that you no longer have pending commissions in your account this will be because they have either been approved or declined. Please check the Transactions Report and use the filters on the report to show commissions either confirmed or declined.

How long do commissions remain pending?

Validating commissions is the responsibility of the Advertiser and commissions will remain pending until an Advertiser validates them. If the commissions remain pending for a long time, please inform Awin by emailing Awin Publisher Success so that we can ask the Advertiser to validate them.

Incorrect commission rates

If you have checked the program description and commission rates of an Advertiser's program and find that you have generated enough sales to warrant being awarded the next tier of commission, please email Awin Publisher Success. Please provide as much information as possible.

When is the next payment?

Please check your Publisher account for the details on your next payment. Please select Reports > Payment Overview which will direct you to a page containing current and previous invoices along with details of when your next payment is due.