A sale did not track. What now?
Work through the causes in order: your own order never pays, the buyer may have used a different device or browser, and a commission that exists but shows as pending is normal until the order is delivered.
Updated 2026-08-27
Step by step
- Check it was not your own order
If the order email matches your partner account, no commission is ever paid. The order and its discount work normally; only the commission is skipped. This is the most common cause by a wide margin, and it is deliberate.
- Check whether the commission exists but is pending
Open Earnings in your dashboard and look for the order number. A row showing “pending window” has tracked correctly — it is simply not claimable until the order is delivered and the returns window closes.
- Ask which device they bought on
Tracking is a cookie in one browser. If they opened your link on a phone and completed the purchase on a laptop, or used private browsing and closed the window, the click cannot follow them. Nothing is broken and nothing can recover it automatically.
- Ask whether they typed a different code
A code the buyer types at checkout beats a cookie set earlier. If they entered another partner’s code, that partner earns instead. An ordinary store promotion does NOT remove your credit — you still earn on that order.
- Check the order is not cancelled or refunded
A commission on an order that is later cancelled or refunded is withdrawn and shows as void. That is correct: a refunded order is not a sale.
- Contact us with the order number
If none of the above explains it, send us the order number and roughly when it was placed. We can see exactly why an order did or did not credit a partner, including cases where the buyer used a different device, and we can credit a sale manually where it is genuinely yours.
Clicks but no sales
This is usually not a tracking problem. Clicks count every open of your link, including people who look and leave; sales are a much smaller number by nature. If your click count is rising and your earnings are not, the honest reading is that the traffic is not converting yet rather than that something is broken. If clicks are also zero after you have shared the link, check you copied the whole thing — a truncated link loses the code.
The amount looks wrong
Commission is worked out per product, not as one flat percentage of the order. Each product has its own pool, and shipping and any cash-on-delivery fee are excluded because those are costs the store pays out rather than revenue. A basket of two different products will therefore rarely be a round percentage of the total.
Nothing has moved for weeks
Commissions sit in the pending window until the order is delivered AND the returns window has passed. For an order that took time to arrive, several weeks between the sale and the money becoming claimable is normal.
Common questions
A friend definitely used my link but there is no commission.
Ask two questions: was the order placed from your own email, and did they buy on the same device they clicked from. Those two account for nearly every report of this. If neither applies, send us the order number and we can check the record and credit it manually if it is genuinely yours.
Can you add a sale that did not track?
Yes, where it is genuinely yours. We can credit an order to a partner after the fact, and it is paid by exactly the same calculation as an automatic one. Send the order number.
My earnings went down.
An order was cancelled or refunded, so its commission was withdrawn. The row will show as void with the order number, so you can see which one.
My dashboard shows clicks from people I did not send.
Link previews and bots also open links. Automated traffic is filtered out of your counted clicks, so the number you see is already conservative.
Do I earn on the shipping charge or the COD fee?
No. Those are costs the store pays out rather than revenue, so commission is worked out on the goods only.
Nothing has moved in my dashboard for weeks.
Commissions sit in the pending window until the order is delivered AND the returns window has passed. For a slow delivery, several weeks between the sale and the money becoming claimable is normal.
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