Hmm, complaints about a merchant - what to do!

[smn2]

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Hi,

I've been (quite) busily promoting a merchant recently
and making a modest, but useful, income from doing so.

Now here's *my* problem: it seems that this merchant
is now receiving many complaints, and I'm not sure what
to do about it.

(I'm not even sure if I should post this message in this
forum, or in network-specific forum!)

I have sent an email to the merchant via one of the
contact email addresses (minutes ago), but the nature
of the complaints seem serious.

A little bit like Paypal, who some wouldn't touch with
a bargepole, the service this merchant operates could work
for the majority of people and it's just a few 'unlucky' customers
that are spending more money than they bargained for.

So, do I put copy on the page advertising this service to
urge caution?

Do I just stop promoting the merchant?

Or do I say "stuff it, it's not my problem"?

Maybe I worry too much - it has been said - but I would value
anyone's thoughts about this.

Cheers,
Steve

[Keith]

make it clear to your users that the service is subject to the merchants terms and conditions and any queries about the service should be directed to the merchant

[darrenw]

I agree with Keith, make sure it is absolutely clear that the merchant/service is nothing to do with your site.

Also, it might be worth having a chat with the merchant about some of the complaints, just to see what their reaction is, and the steps that they are taking to resolve the issues...

Cheers,
Darren.

[999gi]

Is it ringtones?

I know this is an area where user errors can rack up bills for them and create a lot of issues for any merchant.

[Mogga]

For ringtones I have standard emails for companys listing how to unsubscribe.
It saves lots of time answering email enquiries.