Hello. How can I help you?
13:01
Hi Jane,

Yesterday I spoke with someone else from the support team. Basically the issue is that we have a SaaS business and using Stripe for payments plus your software to manage affiliates.. Issue is that your software doesn't calculate refunds automatically, they remain pending

13:02
Every refund we had since the time we were using your tool remained Pending and didn't calculate it in the pay affiliates tab
Is there something wrong with integration or? how can we fix this so it doesn't happen in future. Or your tool doesn't actually automatically approves refunds?

13:03
We had a refund in december and it remained pending for 3 months. We had to pay our affiliate $300+ even though referral who purchased it requested a refund

13:03
Hey Tibor , let me check the last chat you had with us yesterday
If the payment was approved then the refund should be also approved and not pending.

13:05
I understand however it's not. Customer Support rep from yesterday told me that you don't keep logs that old however here is a recent one affiliate email: kim.ford90@gmail.com .. user who purchased it fedklimer@yahoo.com  Order ID is : in_1BjspgCqKxB7r9fkcBtx9jyP

13:06
checking that
13:07
Purchase was created on 01/13/2018 and in transactions refund was pointed out, however it's not approved so when I go to pay affiliates tab it says that we need to pay $34.50 to affiliate..Here is a screenshot : https://i.imgur.com/78nGGmm.png
Thanks Jane

13:11

I see the issue here Tibor, but this needs to be investigated by our senior technicians as it should be approved for sure . I do not see the issue why it is not approved but for sure something is not working correctly . .

13:13
just few minutes please , they are checking that

13:15
Thank you, I'll be here and wait for your reply.

13:15
Thank you

13:23
I am really sorry but you need to approve it manually . At the moment you have manual approval of commissions selected so all commissions are saved as Pending and you use a plugin to automatically approve commissions after 60 days, however this plugin doesn't work with commissions of type "Refund" or "Chargeback" so yes at the moment you would need to filter out all refunds and chargebacks via advanced search in Transactions->Commissions and approve them.

13:25
Hi Jane,

Thank you for your reply. Is there any way we can set this up so it's automaticall approval of comissions?

13:26
Sure, you can change that to Automatic approval as showing on screenshot attached

Edit campaign Merchant Panel Post Affiliate Pro.png
(159.1kB)
Download

13:27
sorry but can you advise me where to access the Sale Comission tab to change this? thanks

13:27
Just edit campaign > 50% recurring commissions you have activate now in your panel by clciking on a pencil on the right side  ,go to Commission settings tab and  edit there Sales tracking
do you see it ?
13:28

Campaign manager Merchant Panel Post Affiliate Pro.png
(155.8kB)
Download

13:29
yes, thank you. So I just switch this to Automatic and next refunds will be automatically approved and recalculated in pay affiliates tab or?

13:29
yes it will be approved automatically :)
13:30
and no need to use the plugin?

13:29
What plugin you mean pls ?

13:30
you said above that we use a plugin to automatically approve 60 day payments?

13:31
so if I set Sale Comissions to be automatically approved refunds will also be approved, right?

13:34
yes if you set Sale Comissions to be automatically approved refunds will also be approved, so you do not need anything else to be set up to have your refunds to be manually approved .

13:35
automatically approved I meant :)

13:36
That plugin > "Automatic approval of commissions" doesn't approve refunds so it doesnt have correlation with the refund at this moment.

13:40
okay and also one more question.
When I set this up to automatically approve payments. After how many days payments will be approved?
Right now since we use that plugin it approves them after 60 days
Can I set it up so it approves them automatically after 60 days

13:46
Payment will be approved based on your set up, as you set it up to 60 days that's how it will work

ks a lot Jane, great support!!

13:47
you very welcome Tibor :)
13:48
also quick question. I'm afraid I don't understand about that plugin. Do I need to disable it or ?

13:47
no, keep it active