What types of questions can Customer Support help me with?
We encourage you to use the Search option (at the top of each page) here in the Publisher Help Center first for immediate help 24 hours a day, 7 days a week for your questions or issues before contacting Customer Support.
If you are not able to find the information you need immediately here in the Help Center, the Rakuten Marketing Affiliate Network Customer Support team is happy to respond to all of your inquiries. We cannot respond to individual questions in the Help Center. You may use Live Chat with a Customer Support representative, when available, by clicking the "Support" icon at the lower right side of any page.
Or you may submit a support request via phone or email.
We strive to respond to all email inquiries within one business day. Our phone support is available 24 hours a day, Monday through Friday. We cannot respond to specific questions about your account or technical issues here in the Help Center comments.
Our key area of support is for technical issues. Technical issues we can assist you with include items such as:
- Signing up as a publisher
- Publisher account login difficulties
- How to use features in the Publisher Dashboard
- Questions about getting started with Merchandiser product data feed
- Questions about using APIs and Web Services
- Questions about advertiser's programs information in the Publisher Dashboard
- Problems with running reports in the Publisher Dashboard
- Questions about your commission payments
There are certain, often requested, services and areas of advice that are not offered to you by Customer Support; however we understand these areas are important to you. You can find information on these topics in a variety of ways including information here in the Publisher Help Center, on our monthly publisher webinars and Office Hours, and additional outside resources we can direct you to.
- Website or website design support. Customer Support generally advises publishers that do not yet have a website to seek the services of a web developer or look into various website builder platforms to build a website from a template.
- Coaching in affiliate marketing best practices. When possible, Customer Support may provide broad advice about how to start building your advertiser relationships. However, we do not provide in-depth support to you regarding the following and similar concerns:
2) What advertisers generate the most commissions for publishers
4) Where to put links on your website
5) How you can increase your website conversions (earnings)
For helpful tips and best practices, check out the Grow - Best Practices & Tips section of the Help Center. Our monthly publisher webinars feature Office Hours Q&A time and coaching for new publishers. You can participate in the live event, or submit your question in advance and watch the recording afterward for the answer, plus keep up-to-date with your professional education in affiliate marketing. Also be sure to follow our Rakuten Marketing blog, read our Publisher Newsletters and attend Symposiums for the latest insights and tips.
Still have more questions? Use the SUPPORT tab at the top of the page or this link to find the email or phone Customer Support contacts for your location.