Onboarding was self service. They charge you for an onboarding fee though. The staff was not prepped for our onboarding meeting either. They did all their prep live on the call with us. Example: "Next I will show you something really helpful for your account.... Oh, you've already done that" or "It would be really good for your profile if we put x in the profile, Oh, I see you've already done that" The Shopify integration instructions were not clear for what we needed to do as far as the testing event went. Once you did the testing, there was no confirmation that your testing was in process or complete. We ended up doing it live on a zoom with the integration specialist. If one field in the form was wrong on submission, it wipes the entire form and makes you type and re-attach everything again. This happened 2-3 times on one screen with 15 inputs. The form should hold the information and only show you the errors. Very frustrating to have to enter the information multiple times. Lastly, the app cannot handle "ranking up" when an affiliate reaches certain milestones. This was a key reason for switching to Impact. We wanted everything automated. Now we have additional admin work that needs done every week. We are 10 days into the program so we don't have much experience on the rest of their services yet.

I reviewed quite a few affiliate platforms before settling on Impact, and it quickly became chaos from the start. First the sales rep I spoke with promised me the world only to not deliver on most of what was promised when we finally signed on. From there, my first year with Impact was riddled with problems, all of which were easily surmountable except for the fact that I couldn't get any support from Impact directly which is the main reason for the rating of my review. I had some technical issues that I needed Impact's help to resolve which persisted for months while their support team either replied with ramblings that clearly showed they didn't understand the problem and completely missed the point or left me high and dry for weeks at a time. My first year with Impact was down more than it was up, and they are by far one of the most difficult companies I've ever had to work with. I also lost a lot of business from affiliates that were frustrated and not willing to wait months for me to resolve tracking issues, and I don't blame them. I still believe Impact, from a pure software standpoint, is one of the best affiliate programs out there and the platform is capable of some great things, but none of that matters if the platform doesn't work. If anything goes even slightly wrong and you need support, everything will quickly fall apart. If you have your own development team that can autonomously solve problems, then this app is likely a good fit for you. Otherwise be weary, any issues that crop up will likely cripple your program for months on end.