Find a missing referral, reward or payout

Start in the company where the program lives. Keep the customer, partner and order IDs from your business records when asking your developer to investigate.

I cannot find my program or partner

If you have more than one company, check the company name at the top of the sidebar first. Then open Programs or Partners. Use Search partners to find a partner by name or email.

If you cannot edit a record, check your role with an owner or admin. Editors can manage programs, partners and reward review. Owners and admins also manage Settings and payouts.

A link opens but no referral appears

A working link or QR code only confirms that its destination opens. Your website must capture the referral, and your backend must attach it to the customer or purchase, depending on which orders the program rewards.

Open the partner's details and check the Program and Page the link opens. Ask your developer whether that exact destination page has tracking connected and whether the customer stayed on the same referral through checkout. Mobile installs need their own attribution setup.

Do not send your server key to a customer to try to fix tracking. Give your developer the integration guide.

A customer paid but no reward appeared

Check these in order:

1. Make sure the program is Active and the partner belongs to it.
2. Confirm that the referral was recorded before the qualifying purchase and inside the Referral window.
3. Check which orders earn under For how long? on the program's What people get tab, and under Which orders earn on Advanced if it shows. With Only orders made with their link or code, each purchase needs its own link capture, scan or code, including returning customers' purchases. For first-purchase durations, Grizzlee counts purchases after the referral if your integration sends customer newness. Otherwise, it uses its own purchase count for your company, including purchases without a referral. Ask your developer which history your integration uses.
4. Check Order categories, reward caps and any custom terms on the program.
5. Look in Commissions, including Pending and Needs review. A reward may be waiting for approval.

Your developer can inspect the order result for the decision that explains why a reward was skipped. They should also check that the confirmed payment was reported once with the correct customer and currency. Send them the order ID, payment reference and partner details, rather than creating another payment event yourself.

My partner has not been paid

An Approved reward can still be unpaid. Check the program's delivery setting and the payout under Payouts.

• A manual payout needs you to send the money and choose Mark paid with its payment reference.
• A scheduled merchant payout may be waiting for its due date, minimum amount or approval hold period.
• If the schedule waits for a Stripe account, a partner without one has no payout yet. Check their details under Partners. Their rewards carry over until an account is added and the next due date arrives.
• A Stripe payout can be processing, failed or waiting for someone to confirm a transfer. Read its error and check Stripe before sending another payment.
• Store credit needs checkout support. It is not a cash transfer.

See the payout guide for the process that matches your program.

A refund has not changed the reward

Confirm that the customer refund succeeded in your payment system. Open the reward's History. If the refund is missing, ask your developer whether it was reported to Grizzlee.

Fixed rewards can keep their full amount until the order is fully refunded, depending on the saved program rule. Changes to today's program do not change yesterday's rewards. See handling refunds.

Give your developer useful information

Send the company name, program name, partner name or ID, customer ID, order ID, confirmed payment or refund reference, and the approximate time. Include the dashboard status or error you saw. Do not include passwords, server keys or webhook secrets.

A partner code is missing or rejected

Check Referral codes under Sharing on the program's Advanced tab, and the partner's enrollment and status. A referral code identifies the partner and does not create a discount in your provider.

For provider codes, check the Provider promo codes section in partner details. Creation needs an active Stripe or Shopify connection and a supported friend offer. Grant Coupons write and Promotion Codes write in Stripe, or write_discounts in Shopify. The error names missing access or a rule the provider cannot express. Choose Retry creation to resume a pending operation. Do not create a different code to retry the same operation.

Turning provider attribution off does not stop the provider's discount. Choose Deactivate code for each existing code to stop future redemptions. Orders from an already discounted checkout can finish after deactivation and still credit the original partner.

Stripe returned a partner transfer

Check the returned amount in Partner payouts. A reversed payout keeps its original transfer reference. Only returned cash becomes payable again, and any outstanding refund debt is reduced first. Ask your developer to confirm that the merchant Stripe endpoint subscribes to transfer.reversed and that the connection is active. A missed event leaves the old balance until Stripe delivers it.