What is a transaction query
Transaction queries are transactions manually added to the system by partners when they believe commission hasn’t been tracked/awarded to them correctly.
Most commonly these are raised by customer facing partners including cashback and loyalty, but any partner can raise a transaction query.
Types of transaction queries
There are three types of transaction queries and circumstances when they are raised:
Untracked: Partner hasn’t seen the sale track within their pending transactions. There are different reasons that this could happen, for example tracking being down, user blocking third party cookie, the sale tracked to another partner (but customer believes they should receive cashback so will raise this to be checked).
Incorrect: Partner wants to dispute the commission amount of the sale that has tracked within pending transactions.
Declined: The original pending transaction has been declined, however the partner would like to dispute this as they believe it to be a valid transaction.
How to manage transaction queries
Transaction queries that have been raised for your program, can be found in the platform under Commission > Validate > Validate Transaction Queries.
It’s important that you review these in the same way you process your pending transactions.
Transaction queries will be automatically approved after 75 days of being raised if you don’t review them.