The conversion didn't register - what to check

There was a click, there was a purchase - but the conversion isn't showing. It's almost always one of five things. Go through the list in order - it's arranged from the most common cause to the rarest. There's a part for affiliates and a part for businesses.

If you're an affiliate

1. Was the click even counted?

Check in the dashboard that the click appears. If there's no click - the buyer probably reached the site another way (a Google search, a different link), in which case the sale really isn't yours. Only clicks through your tracking link are credited to you.

2. Was the purchase within the attribution window?

Every offer has an "attribution window" - how many days after the click a sale is still considered yours (usually 30 days). A purchase after the window closes is not credited - that's not a bug, it's the offer's rule.

3. Same browser, same device?

Tracking works through the browser where the click happened. A buyer who clicked on their phone but then bought from the work computer - the link between click and purchase is lost. This is a limitation of all affiliate systems, not just ours.

4. Maybe the sale was cancelled?

If the conversion appeared and then disappeared or is marked "reversed" - the customer received a refund, and the commission was deducted. This appears in your report.

5. None of the above?

Contact the business whose offer you promoted, with: the click date, the purchase date (if known), and the order number if you have it. The business has a full log of every report that arrived - it's possible to trace exactly what happened.

If you're the business

1. Was the integration even tested?

If you've never seen a single conversion - your site's technical connection probably wasn't completed or isn't working. Give your developer the technical troubleshooting guide (English) - it goes issue by issue with solutions. The basic test: click one of your own tracking links, place a test order, and see that the conversion appears.

2. Clicks but never any conversions?

This pattern almost always means your site doesn't "remember" the click through to checkout, or the report call doesn't fire at order completion. The most common cause: orders that close via an update from the credit-card company/PayPal (not from the customer's browser) - in that case you need to store the click identifier on the order itself. This is explained in the technical guide, and the fix is short.

3. A specific conversion is missing?

Check in order:

• Was the order actually completed? An order stuck in "pending payment" is not reported.
• Is the purchase within the offer's attribution window? If not - you got a log line for it ("rejected - window expired"). If this happens a lot, consider extending the window.
• Did the buyer even arrive through an affiliate link? An organic purchase shouldn't generate a conversion - and that's fine.

4. The conversion appears but the commission is "not available for payout"?

On vendor offers (an external seller in your network), the commission to the affiliate is released only after the vendor has settled its share with you - the "paid-when-paid" principle. This is intentional, so you don't pay out of pocket for a sale you haven't yet received money for.

5. None of the above?

Collect: the order number, the approximate date and time, and which offer - and contact support. Every report that reached our servers is logged, even if rejected, so it's possible to reconstruct exactly what happened.