I submitted for verification – how long does it take?
I submitted for verification – how long does it take?
A customer used my promo code and I didn't get a commission
Why didn't I get awarded a commission?
If a customer used your promo code and you didn’t get awarded a commission, then it’s most like one of the two common issues we see:
- Your promo code isn’t assigned to your affiliate profile
- The customer didn’t actually use your promo code
To test whether option 1 is the issue, just:
- Go to Dashboard
- My Promo codes
- Check the promo code is in this section
If the promo code you’ve been posting is not in this section of your account, then the promo code is not assigned to you and we will not attribute sales to the promo code.
To test whether option 2 is the issue, you will need to reach out to the contact who manages the account with the information required. They will investigate what has happened with the sale that was produced, but you will need to provide:
- Customer name
- Customer email address
- When the customer made the purchase
This will allow the merchant to search their store for the sale and pinpoint any issues there are.
What if the issue is with the tracking?
Our team tests integrations every week to ensure all programs are reporting sales correctly, but if the issue is to do with tracking, we will investigate and retroactively assign the sale and commission back to your account.
To start this investigate, you’ll need to contact the merchant directly and notify them of any issues. They will then open a support ticket with us.
This process can take up to 5-working days and depends on the speed the merchant can get us the information, but we can retroactively assign commissions up to 3-months prior. We will then notify you and update your account with the necessary information.
Aaaaaand breathe….
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Explore other posts related to this article below, or head back to Affiliate Support.
How often do commissions get paid?
Confirmed commissions are paid on the 15th of the month for the previous months billing cycle.