Payment problems

What this is

Affiliates can raise a payment problem case if they believe a payment was missed, incorrect, or not received, tracked with its own case number and status.

Why it matters

Resolving payment problems quickly keeps trust with your affiliates and avoids escalation to a formal complaint.

How to do it

1. If an affiliate raises a payment problem, review your own payment records on the Payments tab of Operations and compare them to what the affiliate reports.
2. Correct any missing or incorrect payment record by recording the accurate payment; see Recording and Confirming Payments.
3. Communicate directly with the affiliate using Messaging Affiliates to resolve the discrepancy.
4. If the issue cannot be resolved directly, either party can raise it through Getting Support and Complaints.

What happens next

A resolved payment problem should be reflected by an accurate, matching payment record on both sides.

Common mistakes

Do not leave a reported payment problem unanswered; unresolved payment issues are one of the events merchants can automate a reminder for. See Automation Rules.