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I have never had an issue with Impact before. They have always been really great but this situation is beyond frustrating. I had an old legacy account that Impact no longer services and was told I needed to shut down that account. After the holidays we began the shut down and spoke with someone about having a new account within shopify. Well 4 weeks later Impact have not closed our legacy account and we can't open a new one so now affiliates have been waiting for 4 weeks?? All I get is someone will respond but nothing. No help from tech, customer service just nothing. I am guessing Impact no longer cares...
As of 2/19/25 - Our old account still has not been deleted - Nothing has been done all we get it will be fixed ASAP now 5 weeks later?
Hi Mukha Yoga Team -- Thanks for sharing your feedback. We're sorry for the delay in account closure, I have escalated your ticket and we will work to have the issue resolved ASAP.
I knew I made a mistake when the Impact team offered me a $100 gift card to provide a 5 star review immediately after I signed a 1 year contract. The Impact app and portal were not even set up yet for my store. Then I would learn that Impact would not provide any case studies or best practices with me. I only learned much later from agencies that started pitching me their affiliate management services through Impact that Impact doesn't provide any guidance like I was seeking but I was expecting based on the Impact sales pitch. According to one agency, they said I was mislead by Impact and that only the 3rd party agencies provide the guidance and support I was requesting. This was a terrible investment (about $6,500 for 12 months) for me as someone new to affiliate marketing.
Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience hasn’t met your expectations—we always strive to support our customers as they navigate our platform.
To clarify, we do not incentivize nor expect 5-star reviews; we simply ask for honest feedback on the onboarding process to help us improve. Impact.com’s platform is designed to help businesses of all sizes build and scale their affiliate and influencer marketing programs, and many have successfully done so without the need for an agency.
While the Essentials Package does not include a dedicated customer success manager, our team has provided ongoing email support, access to our free training courses through the Partnerships Experience Academy (PXA), and direct responses to your questions about best practices & case studies. Additionally, we’ve extended multiple offers for 1:1 meetings to provide personalized guidance but you have declined.
We’d still love the opportunity to help you get the most out of the platform, so I’ll have your onboarding manager reach out again to see if we can find a time that works for you. Please don’t hesitate to let us know how we can further assist!
Impact was very responsive and proactive during the contract signing and implementation stages. However, after using the service for over a month, I changed my mind. Once the contract is signed, Impact doesn't seem to care about its customers. I raised a minor issue with email synchronization a month ago and asked Impact to resolve it, but it remains unresolved until now.
Thanks, Rothea team! Happy to hear that you had a great onboarding process with us.
Overpriced. They lock you into 12 month contracts. Low quality affiliates in their marketplace. We started getting fraudulent orders for the first time in 6 years after signing up. I think if you're a large brand simply looking for a way to manage your existing affiliate payments, this would be adequate software, but you could certainly find a cheaper alternative on the Shopify app store if that's all you wanted. If you're looking to drive actual revenue from their affiliate partners, look elsewhere. So far this has been a huge loss of ROI for us. Wish we could cancel but they won't let us. We are not at all happy and they are forcing us to pay for this for another 9 months. Clearly a company that cares more about it's own bottom line than any customer satisfaction. Find an alternative.
Hi Otiem Team! Thank you for flagging this to us. Our team reached out to you directly to schedule time to review this feedback. Low quality affiliates and fraudulent orders are not the expected experience on our platform, and we understand why that could cause frustration with the length of your contract. Fraud is something that we take very seriously, and we'd like to review these affiliates and orders in detail with you.
To clarify our contract lengths - impact.com offers a month-to-month option for our Starter Edition, starting at $30/month for Shopify merchants. Our Essential and Pro tiers do come with 12-month contracts, and we do our best to be as transparent as possible about those terms during our sales process.
I can see that affiliates are not happy with the app based on Trustpilot reviews . Let me share advertisers' perspective.
They use covert fees that advertisers must pay for slot fees with publishers, which is basically a legal way of taking money from your account for literally nothing. When an advertiser gets 10 contracts a day from so called publishers they allocate 1000s of dollars to the publishers and get nothing in return. Stay away. I was foolish enough not to check the billing for over 6 months. This guys will drain your account . I only got 3 sales in this time and paid them 10x of the revenuer received from these orders.
Thanks for taking the time to leave a review, Gear UP Prepper. We understand how unexpected fees can be frustrating and apologize for your negative experience with us. We value your feedback and want to ensure a positive experience with impact.com moving forward.
impact.com will only ever charge fees that are explicitly agreed upon by the brand and will never allocate money to publishers without the brand's consent. From our review of your account, it appears this may be related to a publisher's fee structure in a contract that you signed with them.
To help resolve this further, we'd be happy to review the contract with you, as well as our partner recommendation and contract tools to resolve any questions. Additionally, we can offer guidance on how to best engage the publisher to address your concerns and avoid similar situations in the future. Please feel free to reach out by email or reengage with our Support team over live chat.
Where do we start? At $500/month, we were disappointed that they seem to enable fraudulent orders and payouts. They allowed an affiliate to get $5980 on fraudulent orders, not one of them was a valid order and the order was placed in a foreign currency. They blamed it on our system (which we do not believe since they did our onboarding).
The lack of customer service was surprising, considering we had been clients since 2020.
We've paid $250K in monthly fees since being on their platform, and they just lost a 7-figure client. Had they done the right thing, we would have stayed for years more.
There are many more honest platforms out there... keep shopping!
Hi Savor Beauty, thanks for your feedback. We appreciate your partnership over the past four years and want to ensure that this is fully resolved. Our records show that when you flagged this to impact.com, our compliance team conducted a thorough investigation. We reviewed the results on a call with your team, which showed that they were not fraudulent transactions but rather an error regarding the currency the transaction was made in, which impacted how it was reported to impact.com. We provided you with a solution to ensure that the currency error is not replicated.
Fraud is something that we take very seriously on our platform, and we do stand by these results from our investigation. We're happy to reconnect with you over the next steps we recommended and to revisit any questions that may have come up since our last call.
I was not going to write this review however it seems to be the only way that I can get your attention. I requested this account be closed on February 1st 2024. You guys refuse to close the account, and you are still trying to charge my account (March 15th) for the second time. I demand that this account be closed TODAY! I will be awaiting your response (yet again).
I will never work with them again. We had a ton of fraud orders costing us thousands of dollars and for months they said the money would be refunded and they have never sent the money. In the meantime, we cancelled our account and yet they KEEP BILLING US. We provided email notice - they say, you must submitted a formal ticket to close the account. This is a month after we sent them notice.
Hi Llama Naturals, thanks for sharing your concerns. It seems the charges were due to an outstanding balance on your account. We have a team looking into this, and our goal is to resolve this as quickly and smoothly as possible.
very confusing don't even know where to go from here even though it looks like ive completed all the steps
Hi there! Thanks for sharing your feedback. You should have received a packet of tips/tricks on being productive on impact.com's platform, but a member of our team will be reaching out to help get your program started on the right foot. If you have any additional questions, please don't hesitate to contact techpartners@impact.com
I've been using it for about 1.5 - 2 months, here's my realistic experience
1- Yes, some people apply to you for affiliate marketing, but the incoming traffic is 15 times a day.
2- As there was no sale, there was not even a cart addition.
3- Even though there was a $30 fee, they took $150 off my credit card for 1.5 months. I was not consulted. What do you say to those who make more money than you? And they don't ask anything
4- I asked for my money back and demanded that my account be closed. Of course, even though they said they would refund your money, 15 days passed and the money they took over did not go to my account.
5- my store format last week
I can share all the necessary information with you with screenshots. I warn you, don't expect too much. try to protect your money
Thank you for sharing your feedback. We’re sorry your experience working with us did not match your expectations, nor did you experience the service excellence we provide. We are looking into this issue and appreciate your patience as we work to resolve it. A member of our team will be reaching out to help address this issue with you directly. Please reach out to techpartners@impact.com should you have any additional questions.