My users complain that comissions don't award

[cyxou]

Hi, We use WooCommerce (v2.3.11) and WP Affiliate Platform (v5.8.5) for about a year and got almost 3000 users which are all our partners and sell digital products – subscriptions.

For the third time we recieve a complain stating that partner comission had not been awarded to a user though some of his referals made purchases and I can confirm that.

I’ve tested the WP Affiliate Platform with a fake user and the commission was awarded properly but I don’t understand why it does’n for some of our users.

We accept payments over PayPal through WooCommerce’s standard PayPal integration and Yandex.Money through a [http://saphali.com/woocommerce-plugins/woocommerce-yandex-money-wp-plugin]. When I test both payments methods, the commission rewards as expected but my users are still complaining.

Could you please investigate on this problem?

[admin]

If you tested it and it is working fine then the system is working correctly. There is likely a user error happening somewhere. One of the main things people forget is to click on an affiliate link properly before making a purchase. Keep the debug option enabled in the plugin. Then next time someone complaints, we will be able to analyze the log file and verify if the user purchased the item AFTER clicking the affiliate link.

[spoizner]

I have a similar problem. I have my first affiliate and they made two purchases on their own account. I saw that because I say the paypal notice saying they paid. They paid for two members to my membership website. When I first checked WP, on that very day, it said that they had earned no commission. I also didn’t get a notice from WP Affilate saying that my affilates had earned commission.

Today I looked again, and commission for one of the two purchases has been noted, but not the other.

What’s going on?

So my questions are:

1. How can I ensure WP Affilate notifies me when an affilate has earned a commission

2. Secondly, how can I trace back which payments were those that earned them commissions

3. What would explain them only getting one comission even though they made two purchases?

Thank you! Susan

[spoizner]

Ok this is getting weirder. I just did a test payment and registration directly through my own website (www.orchardpeople.com) and have found that it gave one of my affiliates a commission! I didn’t go through their site at all!

Thanks for your help.

Susan

[wzp]

I just did a test payment and registration directly through my own website (www.orchardpeople.com) and have found that it gave one of my affiliates a commission! I didn’t go through their site at all!

Erase all of your browser cookies. If you ever visited their site, chances are their affiliate ID cookie got placed in your browser cache.

[cyxou]

Hi!

[blockquote]One of the main things people forget is to click on an affiliate link properly before making a purchase.[/blockquote]

Why do they have to click on an affiliate link if they are already referrals of their corresponding referrers? My users complain that they don’t get commission awards for subsequent orders of their referrals.

I’m thinking about a tool (a script) that could be run on demand or on schedule that goes through all the latest purchases and awards proper commission to corresponding referrers. I could make an agreement with my users that the affiliate commissions are awarded once in a week or something. But the point is I want my partners to receive their money.

[admin]

They don’t have to click again if they have already clicked it and they have the cookie in the browser. But some people will erase cookies which will remove the referral info. The referral data is kept in the browser cookie (this is how any affiliate tracking system operates). So if they erase the cookies, the info will be lost. Or lets say you have set your referral cookie to be valid for 30 days. If they are purchasing after the 30 days then that data won’t be valid and the plugin will reject the commission (since you set it that way).

[Author]

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