by Sophie Alvsaker
Posted: Wednesday 23rd October 2019 | Updated: Monday 25th May 2020
Here at ShoutOut we successfully track over 2 million referred orders per month on behalf of merchants, and we're trusted by some of the world's largest brands.
We scan and triple check every order to ensure if an affiliate is due commission, the appropriate credit is applied to their account.
We understand from time to time, an affiliate may claim commission was not duly credited to their account, or if you're the merchant, you may need to understand why, for a particular order, ShoutOut did not record a commission.
Rest assured, in all cases there will be a valid reason, and we're happy to investigate any order in more detail and provide some answers.
Before asking us to investigate an order, here are the most common reasons that may help you to self assess a particular situation further:
If after reading the above list you're still needing some answers as to why a particular order did not attract commission, we'd be more than happy to help investigate.
To allow us to look into an order we require the Shopify order data as it will clearly identify the referral tracking ID, or a coupon code that matches an affiliate in ShoutOut. If either is missing then the order was NOT correctly referred by an affiliate!
To allow us to view the order data please follow the instructions below:
Send us the order details URL shown in your browser
Please also let us know the name of the affiliate you believe should have been credited the referral commission, and also your Shopify store handle e.g. yourstorename.myshopify.com or primary email address on file with us.
We look forward to assisting you further if needed.