Troubleshooting your link
A sale that did not track usually has one of four plain reasons. Here is how to spot which, fix link and sign-in issues, and when to open a dispute.
A sale you drove did not show up, or your link looks like it is not working. It is almost always one of a few plain reasons. This page walks through why a sale might not attribute, how to fix link and sign-in issues, and when to open a dispute.
First, the part that does not change: you earn the commission the brand sets, in full. The 20% platform fee is billed to the brand, so it is never taken out of your payout. Sorting out a tracking question is about getting a sale credited to you, never about losing a cut.
Four reasons a sale might not attribute
Attribution is first-party and server-side through the brand's Shopify store. When someone clicks your tracking link and buys, the order is credited automatically, with no discount code for the customer to enter. When a sale does not credit, it is almost always one of these four:
| Reason | What happened | What to do |
|---|---|---|
| No ref on the order | The buyer reached the store some other way, so there was no ?ref= to match. | Share your tracking link directly. Avoid sending people to the brand's plain homepage. |
| Outside the attribution window | They clicked, then bought after the program's window closed. | Check the window on the program page. It is set per program. |
| Already credited elsewhere | An earlier click from a different link won the attribution. | Nothing to fix. Only one link can be credited per order. |
| Order not posted yet | The sale is still settling and has not reached us. | Give it a day. Recent orders take time to appear. |
The attribution window is per program
How long after a click a sale still counts is set by each brand on its program, so it differs from one brand to the next. It is also separate from the refund window, which is the period during which a refund can reverse a commission. You can see the attribution window on the program page before you apply.
How to tell which reason applies
- Check the program's attribution window first. If the buyer clicked, waited a week, then bought, and the window is shorter than that, the sale falls outside it. That is the most common case.
- Confirm they used your link. Attribution needs the
?ref=your link carries. If someone searched the brand and bought from the homepage, there was no ref to match. - Look at the order timing. Recent orders can still be settling. A missing sale from this morning is often too early to show.
Link and sign-in issues
Most "my link is broken" reports are a sharing or sign-in issue, not a tracking fault. Work through these in order.
The link itself
- Copy it from Details, do not retype it. Open your link's Details in the dashboard and use Copy or the QR code. Retyping a
shrr.app/<slug>address by hand is where typos creep in. - Run the test-link. Details includes a test-link that routes you to the brand's store the same way a buyer goes. Use it to confirm the link works before you share it widely. For the full walkthrough, see creating and sharing tracked links.
- Use one link per program. Your tracking link is per program, not per product. To point at a specific page, add a destination path or anchor tag to the same link rather than making a new one. The
?ref=carries through either way.
Signing in
- Reset your password from the sign-in screen. If you cannot get in, use the password reset on the sign-in page. A reset link goes to your account email.
- Use your invited email. Your account is bound to the email your invite was sent to, so sign in with that same address.
- Check you are on the athlete portal. If you also have a brand account, make sure you are signing in to the athlete side.
A working test-link rules out half the problem
If the test-link routes correctly and tracks, your link is fine. From there, a missing sale is an attribution question, which means one of the four reasons above, not a broken link.
When to open a dispute
If you have checked the four reasons and a sale you clearly drove is still not credited, or a refund clawback looks wrong, you can ask us to review it. Open a dispute when:
- A sale you drove was not credited and it was inside the attribution window.
- A refund clawback looks wrong, for example the amount reversed does not match the refund.
- A commission you expected is missing and the order has had time to post.
Hold off when the answer is already clear from the four reasons. A sale bought outside the attribution window, or one with no ref on the order, will not credit, and a dispute will not change that. Give recent orders a day to post before filing.
File a dispute from the "Request review" button on the earnings line in your dashboard. Have the link click time, the order reference, and the customer email if you know it. For what to include and how the review works, see disputing a commission decision.
FAQ
Why didn't my sale track?
Most often it is timing or path. The buyer may have clicked after the program's attribution window closed, or reached the store some other way than your tracking link, so there was no ref to match. It can also be a brand-side gap, like the Shopify app being uninstalled, or the order is still settling and has not posted yet. Run the test-link from your link's Details to confirm your own link works, give recent orders a day to post, then open a dispute if a sale you clearly drove is still missing.
My link isn't working. What now?
First confirm you are sharing the right one. Open the link's Details in your dashboard and use Copy or the QR code rather than retyping the shrr.app address. Use the test-link there to check it routes to the brand's store and tracks. If the link itself is fine but a specific sale did not credit, that is an attribution question, not a broken link, so check the four reasons above. If you are locked out of your account instead, reset your password through the sign-in screen.