Support
Contact hello@renewalhub.co.za for help with RenewalHub Commission Tracker. Include your store domain and a description of the issue; do not send customer details or access tokens.
Check an order
- Open the affected order in the app.
- Check attribution, paid state, test state and commissionable merchandise.
- Use Sync now if the Shopify order changed recently.
- Compare the calculation with your spreadsheet.
Does the app send money?
No. Mark paid records payment you completed elsewhere.
Why is an order unassigned or in Needs review?
An unassigned order has no matching active rule or manual assignment. Needs review means rules match more than one rep; choose the correct rep in the app. Exact tags ignore surrounding whitespace and case. Discount codes normalize to uppercase.
What changes commission?
Merchandise values after discounts and refunded or removed line quantities determine the base. Shipping, tax, duties, fees and gift-card line items are excluded. A shipping-only or amount-only goodwill refund leaves the merchandise base unchanged. Refunds after a paid payout create a pending negative adjustment.
How far back is import?
The app imports Shopify-accessible orders from the previous 60 days without extended all-order-history access. Records already imported stay in your ledger. Orders that Shopify no longer makes accessible cannot be re-fetched; contact support if an old order needs investigation.
Rates and plans
The first entered rate covers the initial import window. Later rate changes apply prospectively; refunds use the earning's original rate. Plans differ only by active-rep limit. Archive reps to resolve a downgrade; their reporting history remains available.
Renewal Hub Digital Services · hello@renewalhub.co.za