Finance questions with the right references
Payout and commission questions are easiest to resolve when they include exact order, transaction, date range, and amount references.
This guide avoids guessing payout schedules or fee percentages because those can depend on your partner terms and account setup.
Use a Partner Care request when the dashboard does not match your records or a payout appears delayed, withheld, reversed, or incomplete.
Do not send bank logins, full account numbers, passwords, or Stripe credentials. Use transaction references and screenshots with sensitive details hidden.
What to have ready
- Shop name and partner account email.
- Payout period or date range.
- Order numbers or transaction IDs.
- Amount expected and amount received.
- Screenshot of the dashboard discrepancy with sensitive data hidden.
- Whether the question is about commission, payout timing, refund offset, chargeback, or account setup.
Best first step
- Check the partner dashboard for the relevant transaction first.
- Compare order total, commission, shipping, refunds, and any adjustment.
- Open a Payouts & Commissions request when a specific mismatch remains.
- For Stripe onboarding issues, include the exact onboarding step and any non-sensitive error message.
Frequently asked questions
Where do I ask about a payout?
Open a Payouts & Commissions request and include the payout period, order or transaction IDs, expected amount, and what looks wrong.
Why might a payout amount differ from the order total?
Possible reasons include commission, payment processing, refunds, shipping, adjustments, chargebacks, or other partner terms. Provide references so we can review.
Should I send Stripe login details?
No. Never send Stripe credentials, bank logins, full account numbers, or passwords. Send the error message or dashboard screenshot with sensitive details hidden.
What if a refund affected my payout?
Include the refund order number and payout period. Refunds or adjustments may affect payout totals.
What if my payout is delayed?
Check whether onboarding, verification, bank details, chargeback review, or account restrictions may be involved. Open a request with the date range and current status.
Can Captain Greek provide tax documents?
If required by law and applicable thresholds, tax documents may be provided. Keep your taxpayer information accurate in your partner account.
What if I have a negative balance?
Negative balances can occur from refunds, chargebacks, or fees. Open a payout request with the transaction references you want reviewed.