If an order from one of your pre-existing customers comes through on Airgoods with the commission, it usually indicates that the retailer didn't use your Airgoods Direct link when ordering. If this happens, we're happy to help you update your order's commission to reflect the pre-existing working relationship you have with this retailer.
If you notice an order that should not have a commission because they are an existing stockist or lead of yours, you can request an update to the source of the customer by going to the customer's page and clicking "Update". Then, you'll be prompted to select if the customer is a stockist or a lead, and upload the respective qualifications (see below).
Please note that all commission adjustments must be requested prior to your order payout date. We cannot issue refunds for the commission on orders that have already been paid out.
What can I attach as proof of a stockist or lead relationship?
A stockist is established if the retailer has previously ordered from you prior to your relationship starting on Airgoods.
Stockist Qualifications:
They have ordered in the last 12 months.
You have an invoice to submit as documentation that clearly shows (1) the date and (2) the retailer's store name AND contact name or shipping address as it appears on Airgoods.
A lead qualified for Airgoods direct is established if you have encouraged the retailer to order through Airgoods.
Lead Qualifications:
Within the last 12 months, you've encouraged the retailer to order through your Airgoods Direct link, and they responded.
Within the last 3 months, you've encouraged the retailer to order through your Airgoods Direct link, even if they didn't respond
You can submit one of the following as documentation for a lead:
Marketing email campaigns
Emails to individual retailers
Social media direct messages
Social media comments from the retailer (e.g. retailer comments on the brand's post)
Text messages
Examples of documentation we don't accept:
Phone calls
Customer lists
Retailer business cards
Wholesale application forms
Here are some examples of prior communication that do not follow our guidelines and do not qualify for commission removal:
Screenshot of the retailer liking or commenting on a social media post
Screenshot of the brand reaching out to a retailer without any response
Plain text from an email exchange copied and pasted into your commission update request - a screenshot of the email exchange must be attached to your request
Phone or in-person conversations. Please ensure to always follow up via email with leads who you meet with in person so you have proof of contact to provide