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Hi, one of our affiliates did not receive his commission for his sales. I can see that the leads that have signed up for service came from his unique affiliate link, but none of his sales are registering to his account. How do I fix this?
It is likely that one of the following happened:
1) The customers used one browser to click on the affiliate link. Then made a purchase on a different day by using a different browser.
2) The customer cleared all the browser cookies between the referral and the purchase period.
3) There is a setup mistake somewhere.
Please enable the debug option in the plugins (both estore and wp affiliate) then do an affiliate referred test transaction. This will reveal if the plugins are setup correctly and if the referral tracking is working fine or not. That will be a good starting point for troubleshooting.
ok i will try the troubleshooting method. but what would the best way to avoid problem 1 and 2? If i create a promo code for my affiliate, that should solve the problem right? He could just tell his customers to use the proper code.
Yes, what you explained with the promo code should work but first you should determine what the actual issue was. Generally you don’t have to worry about 1 and 2 as most of your customers aren’t going to do that. On rare occasions when it happens you can manually adjust it (if you want to).
Also, this is how all affiliate system works so 1 and 2 is expected behavior. For example, if you are an amazon affiliate and a visitor you referred cleared all his cookies before purchase, you aren’t going to get the commission.
You can add an explanation to your terms and conditions so your affiliates understand this.
ok i will implement the promo code solution.
I have turned both the debug settings on (wp affiliate and store), but i cannot find the “affiliate referred test transaction”. Can you please explain how to do this?
Basically, you will do a test transaction as a customer after clicking on an affiliate link. The following documentation should help:
https://www.tipsandtricks-hq.com/wordpress-affiliate/how-to-test-the-wp-affiliate-platform-plugin-35
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