What is a non-tracked order?
Non-tracked orders can happen for a multitude of reasons. You will see that a majority of non-tracks come from loyalty Affiliates. This is because their customers track every time they purchase through them to make sure they get their cashback, miles or points. As a merchant, you know it’s important to make sure customers are satisfied with their purchases. If they shop through loyalty programs, you know they’re a savvy shopper who expects to be rewarded.
From time to time you will be contacted by any of our Affiliates or our customer service asking you to check an order that didn’t track. When this happens, we ask that you check your records to see if the sale was attributed to a different Affiliate or channel. If not, it is then up to you to decide to accept the missing order and apply a bonus for a make-good. We ask that you please respond to these requests in a timely manner as customers are the ones waiting on the sideline for a response.
How do I process a non-tracked order?
The Non-Tracked Orders Report lists all of the inquiries that have been submitted to your program.
To start the response phase click on Take Action, that will pull up a new screen with the submitted order information (see below). The order information will include time, date and order number- you can use this to research against your databases. If you find this was a valid order click Yes and then Submit.
When you accept an order, you’ll also have to enter a bonus to pay the Affiliate for the order. Bonuses will be listed in your Transaction Detail report and marked as a manual transaction for your records. If you find the order isn’t valid, choose No and click Submit, and you need to do nothing further.