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Commissions and payouts

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Understand your balance and pending balance, check commissions per customer or for all customers, and request a payout.

As a channel partner, you earn commission on what your customers pay. Commission first lands in your Pending balance, then moves to your Balance, which you can withdraw.

Balance and pending balance

Section titled “Balance and pending balance”

Both figures are at the top of the My Account page.

Figure What it is
Balance Commission you’ve earned and can be paid out.
Pending balance Commission waiting to move to your Balance.

Commission is held as pending to allow for credit card chargebacks, billing disputes and postpaid billing.

When pending commission becomes available

Section titled “When pending commission becomes available”

Pending commission moves to your Balance in monthly steps, with a delay of 3 months. On the 1st of each month, commission on charges made before the 1st of the month three months earlier moves across.

For example, on 1 January, commission on charges made up to the end of September moves across. Commission on October charges is still pending on 1 January and moves on 1 February.

Check commission for one customer

Section titled “Check commission for one customer”
  1. Go to My Account.
  2. Above the Transactions list, choose a date range and the Customer, then click Filter data.

The totals are in Transactions summary for selected period at the bottom, including Commissions/Services cleared and Payouts. The Balance Transactions report under Reports shows the same information.

You can also check a customer’s transactions and commission on their Account Balance tab. See Customer billing.

Run a commission report for all customers

Section titled “Run a commission report for all customers”
  1. Go to Reports › Commissions report.
  2. Choose the date range. Leave Customer empty.
  3. Click Search.

The report shows, for each customer, calls, services and equipment commissions (pending and transferred), rebates and agent commissions applied, funds transferred to customers, the totals pending and transferred, and profit. Choose a Customer to see one customer only.

Request a payout

Section titled “Request a payout”
  1. Check that you can request a payout. You need a minimum number of active, unrelated customers on your partner account, and a Balance of at least the minimum withdrawal amount. Both minimums are in your reseller agreement.
  2. Prepare a tax invoice:
    • description: “Reseller services”;
    • your bank account details;
    • your relevant tax number.
  3. Go to My Account and click Request payout next to your Balance.
  4. In Request payout, enter the Amount you want to withdraw.
  5. Attach your tax invoice under Invoice and click Send request.

If you don’t meet both minimums yet, clicking Request payout shows Payout not available with the minimums that apply to you. Your commission doesn’t expire: you can request it once you meet them.

Check it works

Section titled “Check it works”

After the payout is processed, your Balance goes down by the amount paid.

Next steps

Section titled “Next steps”