I just got this email :
I can't seem to download Betty's Beer Bar. I have already paid for it
I recognize the email address, she signed up for our newsletter.

The problem is... she did NOT pay for the game. There's no matching order. For now, asked her to forward me her order confirmation email in order to "generate a re-download link".

So... what do you think about this?

With SWREG, there are times when the order notification email doesn't go out properly (they claim it's due to the inherent instability of email).

So check your online accounting and sales data with your e-commerce provider to see, if infact, someone did pay, but you didn't get the email notification, and neither did she consequently.

That's the first thing I did. Neither eSellerate nor RegNow have any trace of this order.

Originally posted by ggambett
That's the first thing I did. Neither eSellerate nor RegNow have any trace of this order.

I would have her check with her credit card company to see if money was actually deducted. If she says it has then have her provide a transaction number.

That's what I do with customers at work at least.

Well it could be that she thought the order was completed but wasn't. Is it possible she ordered through bigfish?

Originally posted by svero
Well it could be that she thought the order was completed but wasn't. Is it possible she ordered through bigfish?
You were right. She ordered from Big Fish, using a money order. The question is how she got to contact us...

ggambett,

BTW, what number is this customer for the month?

(Curious how BigFish is doing for you in terms of sales + exposure)

Originally posted by mogul
BTW, what number is this customer for the month?
(Curious how BigFish is doing for you in terms of sales + exposure)
I don't know. BigFishGames is not an affiliate, so we get a sales report at the end of the month (we expect the first at the first days of december)

About exposure... our Apache logs exploded (12x), mostly because the game has an online high score table on our site. So there are people playing the game.

So, for now, all the sales figures I have are our direct sales. For Betty's Beer Bar, I really haven't started listing it in download sites, I just listed it in 5 or 10 sites. However, we already got 3 sales this month (out of 200 downloads!!! Most of which weren't from potential customers but from other developers in the SDL mailing list).

Originally posted by ggambett
I don't know. BigFishGames is not an affiliate, so we get a sales report at the end of the month (we expect the first at the first days of december)
About exposure... our Apache logs exploded (12x), mostly because the game has an online high score table on our site. So there are people playing the game.
Hey, I just noticed you're #5 in the top downloads list on BigFish. Congrats! Let's hope you get even higher!

Originally posted by mkovacic
Hey, I just noticed you're #5 in the top downloads list on BigFish. Congrats! Let's hope you get even higher!
Hey, I didn't see that :) Thanks :)

Although I believe it's just marketing. Yes, we are #5 today, and we are the "top pick". We weren't yesterday, and we probably won't be tomorrow. I think they just rotate their titles there.