Troubleshooting

No ledger entries appear.

• Is Commissions switched on?
• Was the order paid online, or marked Complete? COD orders are recorded at completion.
• Is the product sold by a seller (not by your own store)?

The commission is 0.

No active rule matched. Check you have an active rule with empty Vendor and Category, or one for this seller.

My category rule is ignored.

Category rules only apply when category fees are switched on for your store. Contact CartWhizz support. Also check its priority is higher than your default rule.

My seller-specific rule is ignored.

Check the Vendor ID is the seller's long ID, and its Priority is higher than the default rule.

A seller's money isn't available to pay.

The order must be Complete and the payout hold must have passed.

A returned item still shows commission.

Reversals happen when the refund is recorded on the order or return. Check the return was refunded in Sales → Returns.

I can't find sellers' payout requests.

Open /admin/payouts in your admin; it isn't in the menu yet.