How Can I Solve Missing Or Incorrect Crediting Enquiries?

How Can I Solve Missing Or Incorrect Crediting Enquiries?


Assumptions
  • The user submitted an enquiry using their personal incentive dashboard
  • A system alert was generated within Sales Cookie

General Approach
To solve missing / incorrect crediting enquiries, you must answer the following questions:
  • Does the transaction exist within Sales Cookie?
  • Does the transaction qualify for the plan period?
  • What amount should the user be credited with?

Does the transaction exist within Sales Cookie?
For crediting to be possible, the transaction must exist within Sales Cookie. 
  • If the user provided information about the missing credit, click on "Review possible matching transactions" (within the system alert) to find matching transaction. Otherwise, browse to transactions and perform searches to locate possible matches. You can use advanced search for more targeted searches.
  • If the transaction does NOT exist, the user may have incorrect information, you may need to import it. If your transaction imports are automated, also check the current synch status to make sure its current. 
  • Otherwise, if the transaction exists, make note of its transaction date and unique ID (if one exists)

Does the transaction qualify for the plan period?
Once you've confirmed the transaction does exist, you can check if it qualifies:
  • Check whether its transaction date falls within the plan period.
  • Check whether the plan has a transaction filter applied to it, as it could prevent the transaction from being considered.

What amount should the user be credited with?
Once you've confirmed the transaction qualifies, you can check crediting:
  • Does the transaction have a field mapped to the "Sold By / Owner" category?
    • Or "Team / Territory" category?
  • Do specified values correspond to the user's aliases?
    • Or aliases of teams the user is a member of?
  • Based on the plan's configuration, should the user be credited with the whole amount?
    • Ex: was a split rule used in the plan's configuration?
  • Check calculation logs for more details about crediting as it will include detailed information such as:
    • Currency conversions
    • Roll-up crediting
    • Split rules
    • Etc.

Here is a summary of possible corrective actions:
  • Import missing transactions
  • Explain why the transaction does not qualify
  • Explain why crediting is for a different amount than expected
  • Edit the transaction to ensure correct crediting (ex: amount, crediting fields)
  • Edit currency exchange rates to ensure correct conversions
  • Edit user or team aliases to ensure correct crediting
  • Resubmit the calculation

    • Related Articles

    • How Does The Crediting Engine Work?

      The crediting engine processes transactions to credit users or teams - so as to measure sales performance. For each plan, you can choose whether you want to measure sales performance by individual or by team. If you measure performance by individual, ...

    • Why Are Some Fields Missing When Viewing Transactions?

      When a transaction is imported, we store: Fields you provided during the import System fields calculated by the system using the above For example, suppose that you import transactions containing a field called "Total", with values such as "$12.34". ...

    • What Are Credits?

      Credits are the result of crediting sales transactions to specific users or teams (depending on how you configure your plan). When a user is credited with a sales transaction, it is recorded as a credit. Essentially the user has been assigned ...

    • How Can I View All Aliases?

      Here are the steps to view or search for aliases across all users or teams: Login to your workspace On the left pane, click on "Aliases > Review Aliases" Click on the "User Aliases" or "Team Aliases" tab Search for aliases To learn more about the ...

    • What Are The Effects Of Duplicate Aliases?

      You should avoid duplicate aliases as they prevent proper crediting of transactions to users or teams. Duplicate user aliases are problematic in the following scenario: A transaction refers to the duplicate user alias in a field mapped as a "credit ...