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Poor support and unresolved technical issues
I’ve been really disappointed with the support from Awin. I was advised to provide a product feed, but affiliates are unable to properly pull the product details because there appears to be no way to map the product categories correctly.
As a result, product names are pulling through incorrectly, including displaying my company name instead of the actual product name.
I contacted support for help and provided screenshots showing exactly what is happening on both my side and the affiliate’s side. Despite this, I’ve essentially just been told that the problem isn’t on Awin’s end.
That’s extremely frustrating when the screenshots clearly demonstrate the issue and the feed is not functioning as it should.
For a platform that relies on merchants and affiliates being able to access accurate product data, I expected much better technical support and actually having someone investigate the issue rather than simply dismissing it.
At this point, the lack of support is making it very difficult to use the platform effectively.
The whole thing feels like a scam.
We took over a business that was already using this service. From what I could tell, they simply distribute our discount codes and take a percentage of sales whenever someone uses one of those codes.
I turned the service off through our account dashboard and haven’t seen any decline in sales since. When I later tried to cancel, I found out the contract renews in six-month terms and is extremely difficult to get out of.
Based on our experience, I would not recommend this service to any business.
Hi Out&Back Outdoor,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience with Awin didn't meet your expectations.
We'd like the opportunity to look into your concerns regarding your contract and overall experience. Please contact us at https://www.awin.com/gb/contact with the subject line "Shopify Review" and include your account details so our team can investigate and assist you further.
Thank you for your feedback.
Best regards,
The Awin Team
Affiliates are not permitted to use my brand name in coupons, headlines, or SEO content. This is clearly stated in the program’s policy. Awin cannot guarantee that ‘Picatshirt discount’ will not be used, which means they have violated the policy and damaged my brand.
Picatshirt has received 243 impressions on discount‑related searches through Awin over the past 7 days (e.g., “picatshirt discount”), even though we do not offer any discounts. This has resulted in zero clicks, which indicates that the traffic generated via Awin is not relevant for our brand.
For this reason, I would like the program to be closed as soon as possible. I should not have to explain a policy violation to an automated chatbot.
Thank you for your feedback, and we’re sorry to hear about your experience.
We take brand protection and policy compliance very seriously and understand your concerns. We’ve reviewed your previous cases with our support team and appreciate the time you’ve taken to raise these.
We’re sorry to see you go and will ensure your request is actioned promptly. We truly appreciate your partnership with us, and should you reconsider in the future, we’ll be here to support you and deliver a better experience.
Best regards,
The Awin Team
Sadly, we have had nothing but disappointment with this application. It is broken. After wasting a month, trying to get Shopify to help, and google to help, it turns out that both Shopify and Google have advised me only AWIN can fix this issue. Well, we have lost a month, lost sales, lost credibility, lost top publishers due to the feed not updating and spent around £1000 setting up. Not to mention hundreds of hours lost, staff costs etc. So far its been a waste, I really hope AWIN take this message serious and fixes the issues and prevents such things from happening in future.
Hi InStock,
We’re very sorry to hear about your experience. This is certainly not the level of service we aim to provide.
We understand how frustrating and costly this situation must have been, given the time and resources you’ve invested. Issues with feed updates can have a significant impact, and we take this very seriously.
Our tech team is currently investigating this issue and will be in touch with you shortly. We appreciate you bringing this to our attention and are committed to resolving the issue as quickly as possible. We’ll keep you updated on progress and ensure this is addressed.
Thank you again for your patience.
Best regards,
The Awin Team
I had a very frustrating experience with Awin, especially when trying to cancel their services. After deciding to close my account, I reached out multiple times via email with no response. It feels nearly impossible to get in touch with their support team when you actually need them.
Hi Sassy Jones,
We’re sorry to hear about your experience and the difficulty you faced when trying to get in touch with our support team. That’s certainly not the experience we aim to provide.
We’ve since reviewed and localized your previous conversations with our team, and we can confirm that your request has now been addressed. If there’s anything further you need or if any questions remain, please don’t hesitate to reply directly to our colleagues. They’ll be happy to assist you.
Thank you for your feedback, as it helps us improve our processes and support.
Best regards,
The Awin Team
The so-called “Essentials Service” from AWIN is a huge disappointment. It consists of just two emails explaining how to link your shop, with no meaningful support beyond that. The service fees are exorbitantly high and the billing process is confusing. After over a month of use, I’ve seen zero effective traffic or conversions from AWIN. Completely ineffective and not worth the cost.
Hi Best Ceramics,
Thank you for sharing your feedback.
We're sorry to hear that your experience with the Essentials Service did not meet your expectations. We strive to support all of our partners effectively and did make multiple attempts to engage both before and after the program went live. This included outreach during the setup phase, a dedicated Launch Call offer (which was declined in favor of email communication), and timely responses with detailed guidance and resources. While we regret that these efforts did not lead to the results you were hoping for, we remain committed to helping our partners succeed and are always open to further collaboration or feedback to improve the experience.
If you need assistance, please don’t hesitate to contact our support team directly: https://success.awin.com/s/contactsupport?language=en_US. We’re here to help and ensure you get the most out of the service.
Best regards,
The AWIN Team
Achtung: Extreme Kostenfalle! Die beworbene Funktion
"Du brauchst deine Transaktionen also nicht mehr manuell zu genehmigen oder abzulehnen"
existiert so nicht! Nur komplett stornierte Bestellungen werden übertragen, nicht bezahlte oder retournierte Bestellungen werden ignoriert, wodurch schnell große Summen zu hoher Provision gezahlt werden. Ich habe den Support auf dieses Problem hingewiesen, woraufhin man mich nur damit vertröstet hat, das Problem "weiterzugeben". Was auch immer das bedeuten soll: Die Problematik ist also bei Awin bekannt, aber wird trotzdem weiter beworben. Unseriöse Geschäftspraktik.
Edit: Zur Antwort auf die Rezension: Ihr Support ist leider überhaupt nicht hilfreich gewesen und hat den Hinweis auf falsche Informationen in Ihrer Bewerbung ignoriert. Zusätzlich hat er keinerlei Informationen bereit gestellt, wann die eigentlich versprochenen Funktionen bereitgestellt werden und sich auch geweigert, mich darüber auf dem Laufenden zu halten. Eine Entschädigungszahlung zu in der Vergangenheit aufgrund der Falschinformationen entstandenen Schäden wurde auch nicht gezahlt. Ich muss daher dabei bleiben: Leider ein unterdisch schlechter Support von Awin.
Lieber Advertiser,
vielen Dank für das konstruktive Feedback.
An dieser Stelle möchten wir hervorheben, dass wir das konstruktive Feedback an unsere Produktentwicklung weitergegeben haben und durchaus ernst nehmen. Aktuell können wir jedoch keine konkrete zeitliche Einschätzung treffen, inwiefern weitere Updates erfolgen werden. Gleichzeitig möchten wir betonen, dass wir den Feature-Umfang sehr intensiv im Rahmen der bisherigen Kommunikation erläutert haben und es laut unserem Verständnis zu einer unterschiedlichen Auffassung kommt, welche Funktionalitäten das Plugin aufweist.
Viele Grüße
Dein Awin Team
I've spent months talking to Awin support explaining that this app doesnt work for syncing product feeds and they keep just sending me documentation to the set the app up. I've already set it up but IT DOESNT WORK.
We're really sorry to hear about the ongoing frustration you've experienced with syncing your product feed. We understand how discouraging it is to keep receiving setup documentation when you've already completed the steps and the issue still isn’t resolved. That’s not the level of support we aim to provide.
We’d like to take a closer look at your specific case to better understand what’s going wrong and ensure it’s escalated to the right technical team. Please reach out to our Support team via https://success.awin.com/s/contactsupport, using the subject line "Shopify Review", and include your account ID and a brief description of the problem. We'll do our best to assist you more effectively.
Best regards,
The Awin Team
ok I do not know how to describe awin.
- They take attribution of pretty much all the sales they can possibly can, even if they are not driven by awin.
- Even if you cancel the commisions for the affiliates, they will try to charge you.
- we have had custom made orders from customers that we had for years that they attribute themselves, claiming that the customer had a "cookie".
i do really believe is a bit of a scam, we will not recommend.
Dear Velodrom CC,
Thank you for taking the time to share your experience. We're truly sorry to hear that you've encountered these issues, and we understand how frustrating this must be.
We take concerns about attribution and billing very seriously, and what you’ve described is not the standard we aim to uphold. We’d really appreciate the chance to investigate this further and clarify what happened. Please reach out to our Support team via https://success.awin.com/s/contactsupport using the subject line "Shopify Review" and include your account ID along with a summary of the issue. This will allow us to escalate the matter and ensure it’s looked into promptly by the appropriate team.
We want to be fully transparent and work with you to resolve any misunderstandings or errors. Thank you again for your feedback, it helps us improve.
Warm regards,
The Awin Team
Absolutely disappointing service! The commission was suddenly miscalculated without any changes from our side, I can only guess that the app caused the issues. Unfortunately, I never received any answer to all of my urgent emails seeking support.
We're really sorry to hear about your disappointing experience. This isn't the level of service we aim for, and we apologise for any inconvenience caused.
To get to the bottom of the commission miscalculation swiftly, we'd appreciate it if you could email: dach-technicalclientsupport@awin.com and share more details.
We're committed to making things right, and your feedback is crucial in helping us improve.
