Introduction
When a consumer on a cash back or loyalty site makes a purchase but does not receive their expected reward, they file a cash back claim on the website. Our transaction inquiries system similarly allows you to submit information about sales or orders referred by your site that do not appear as credited in your reports. Advertisers are notified of all inquiries that you submit.
Transaction Inquiries Page
The Transaction Inquiries page in the Publisher Dashboard is where you can add new inquiries and track them once they are submitted. To access the page, go to Account in the navigation header and click Transaction Inquiries.
You can add transaction inquiries individually if you are submitting between one and ten or in bulk if you need to submit a higher number.
Track Submitted Inquiries
The table on the Transaction Inquiries page displays all the inquiries you submitted. Use the search and filter capabilities to refine the results; click the + for more information on the options available for these capabilities:
- Resolution Status (Unresolved, Approved, Denied)
- MID
- Order Date
- Inquiry Date
- Resolution Date
- Requested Order Amount
- Currency (of the advertiser)
- Inquiry #
- Order ID
Use the Choose Columns icon on the right to customize how results are displayed:
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To download a CSV file of the results for further analysis, click the Export icon:
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Resolutions
The Status column in the table provides a quick answer to your inquiries. Each transaction inquiry displays a status: unresolved, approved, or denied.
Unresolved means the advertiser has not yet acted on the inquiry; click the + for more information on approved and denied statuses:
Use the data in the following columns for more information on an approved transaction inquiry:
- Requested Order Amount: The amount you submitted with the transaction inquiry.
- Approved Order Amount: This is an order-level calculation. It is based on the total sales amount for all transactions in an order that are commissionable. Transactions that are non-commissionable or bad are not included in the total. Run a Non-Commissionable Sales Report to view why a transaction did not result in a commission.
Note
There is no commission column, so you must use commission data from reports. Remember, cancellations, edits, or additional transactions may have been added to the order.
Look to the Resolution Reason column to learn more about a denied transaction inquiry. It will provide you with one of the following reasons:
- Auto-Resolved
- Return days exceeded
- Transaction referred by another affiliate
- No data due to the age of the transaction
- Non-commissionable
- Non-commissionable coupon code used
- Order credited to another channel
- Order not yet shipped
- Order was cancelled
- Cannot locate order ID
- The merchant to contact the affiliate directly
- The merchant previously paid
- See comments
Details Page
Click a number in the Inquiry # column on the Transaction Inquiries main page to access the details page for that inquiry. This information is similar to what is displayed on the main page.
This page is split into three sections:
- Resolution Details: The response provided by the advertiser.
- Initial Order Details: The information you provided when submitting the transaction inquiry.
- Comment History: The reason submitted with the transaction inquiry, any comments left by the advertiser when resolving the transaction inquiry, and any comments generated by our system. It is impossible to send additional messages to the advertiser in this section.
Next Steps
View the instructions for submitting inquiries individually or in bulk.
Comments
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