Why a brand declined your order on ConvertSocial

  • Updated

Brands can decline

  • orders being verified by the brand
  • orders that were confirmed earlier

Below are descriptions of possible reasons why your orders might've been declined. Rewards are not paid for declined orders.

 

The order was canceled or returned by the customer

A user performed a target action, but changed their mind later and either canceled the order while it was being processed or delivered, or returned it after it was received.

In this case, the brand will decline the order.

The order violates brand rules

For example, a brand only pays rewards for orders from certain countries, like Russia and Ukraine, but your lead is from Germany.

The brand will decline an order like this.

You can find the list of eligible countries and other terms in the brand rules. Where to read brand rules

The action was attributed to another source of traffic (another advertising channel)

A customer landed on the brand website following your referral link, but didn't place an order.

Later, the same customer visited the website after clicking a retargeted ad published by the brand, and this time placed an order. If this action gets registered in your reports, the brand will decline it because the order was placed after clicking the brand's ad, not your referral link.

Everything is working as it should: an action is always attributed to the last paid source's link that the user clicked before making a purchase.

How you find out an order was declined

If a brand declined an order that was being processed,

  • the reward for that order will move to the Declined earnings column of the Reports section
  • the reward for that order will disappear from the On hold area of the Balance section

If a brand declined an order that had been confirmed,

  • the reward for that order will move to the Declined earnings column of the Reports section
  • the reward for that order will be removed from your ConvertSocial account balance. You can find such transactions in the Balance history section with the Debit for order ID*** reason and Debit transaction type indicated. Learn more about this section

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