Raising a dispute
If a sale you drove was not credited, or a reversal looks wrong, ask us to review it. We give a first answer within 5 business days and show the status on the earnings line.
Did a sale you drove not show up, or did a commission you already earned get reversed? Ask us to review it. This page covers how to raise a dispute, what we check, and where it goes from there. You earn the commission the brand sets, in full, and the record should match what you drove.
A dispute is a request for review. It does not change your standing with the brand.
When to raise a dispute
Raise a dispute when the numbers do not match what happened. Common reasons:
- A sale is missing. You drove a purchase through your tracking link, but no commission shows up for it.
- A reversal looks wrong. A commission you earned was reversed and you are not sure why, or the amount seems off.
- An amount looks off. The commission credited does not match the program's terms.
Some things are not disputable, because they are the brand's call or a program rule, not an error:
- The commission the brand set. Each brand sets its own commission per program. We do not change it.
- A closed or paused program. If a brand pauses or closes a program, that is their decision.
- A reversal that follows the refund window. A refund inside the program's refund window reverses the matching commission, pro-rated. That is the rule working as intended, not a mistake. To understand that flow, see why your commission reversed.
How to raise a dispute
You raise a dispute right from the earnings line in question, so the context comes with it.
- Open your earnings. Go to your athlete dashboard and find the sale or reversal you want reviewed. For a missing sale with no line yet, start from the program.
- Choose "Request review." This opens a short form attached to that line.
- Add what you know. The more detail, the faster we can match it. Helpful details:
- When you shared the link and where (so we can check the click).
- When the order happened, even roughly.
- The order number or customer email, if you have it.
- Submit. Your dispute goes straight to the Harmonia team.
A missing sale is often a timing gap
Attribution is matched server-side after the order arrives from Shopify, so a brand-new sale can take up to a day to appear. If it is still missing after that, raise the dispute and we will trace it.
What we review
When you raise a dispute, our team checks the facts behind the line. For a missing sale, we look at:
- The click. Did a click on your tracking link land before the order?
- The match. Did the order come through with your
?ref=attribution? Attribution is first-party and server-side, matched through the brand's Shopify store, with no discount code for the customer to enter. - The window. Did the order fall inside the program's attribution window? Credit holds for that window even if the customer comes back and buys a few days later.
For a reversal, we check the refund against the program's refund window and confirm the pro-rated math.
We tell you what we find in plain terms, with the dates and the numbers, so you can see the reasoning.
What happens next
Your dispute routes to the Harmonia ops queue, where a person triages it. From there it follows the same dispute and write-off path the platform uses for every commission question, so the outcome lands on your ledger correctly. Possible outcomes:
| Outcome | What it means |
|---|---|
| Credited | We found the match. The commission is added to your earnings. |
| Partial credit | Part of the claim matched. We credit that part and explain the rest. |
| Denied | We could not find a match (for example, no click inside the attribution window). We tell you why. |
| Waiting on the brand | We need order details from the brand's store. The line shows this status while we wait. |
A credited dispute flows through your earnings the same way any commission does. You earn the full commission the brand set; the 20% platform fee is billed to the brand, so it is never taken out of your payout. To see how a credited amount moves toward a payout, see understanding your earnings.
Confirmed fraud does not touch your legitimate earnings
We score click quality and watch for fraud signals. A click quality score is a sortable signal brands can use, never an automatic clawback and never a gate on your payouts.
- No auto-clawback. Even when fraud is confirmed, the platform does not automatically pull back commissions you legitimately earned. Confirmed cases route to the same human review path, where a real outcome is decided.
- Your real sales stand. Commissions from genuine sales you drove are not reversed because of a fraud flag elsewhere.
Why we tell you this
No automated system pulls money from your balance on its own. A person reviews every confirmed case, and a clawback only happens through the same human dispute and write-off path described above.
FAQ
A sale I drove is not showing, what do I do?
First wait a day. Attribution is matched server-side after the order comes in from Shopify, so a sale can take a little time to appear. If it is still missing after that, raise a dispute from the earnings line (or from the program if there is no line yet) and include when you shared the link, roughly when the order happened, and the order number or customer email if you have it. We check whether the order matched your tracking link within the program's attribution window and tell you what we find.
How long does a dispute take?
We aim to give you a first answer within 5 business days. Some cases take longer when we need order details from the brand's Shopify store; when that happens, the line shows "Waiting on the brand." The status stays on the earnings line until the dispute closes.