Sprusify

Disputes & Adjustments

This page describes the dispute lifecycle: how affiliates can raise concerns about missing earnings and how merchants should investigate and resolve disputes.

Affiliate-facing steps

  • File a dispute: affiliates can open a dispute from their conversion history, attaching notes and screenshots.
  • Provide evidence: encourage affiliates to include the click timestamp and any promotional post or coupon used.

Merchant investigation workflow

  • Locate the click: use affiliate_id, click timestamp, and any click metadata (IP, user-agent) to find the matching click log.
  • Match to order: check the Shopify order ID and discount code usage to validate attribution.
  • Review refunds/fulfillment: confirm whether the order was refunded, canceled, or adjusted.

Resolution actions

  • Approve credit: if the merchant finds the attribution valid, approve the credit and adjust affiliate pending/approved earnings.
  • Reverse credit: if invalid (e.g., refunded order), reverse the adjustment and communicate reasons to the affiliate.
  • Partial adjustments: sometimes partial reversals are needed if only part of an order is eligible.

Communication & audit

  • Keep a written record in the dispute ticket with timestamps and evidence.
  • Notify the affiliate via email template when a dispute status changes.

Developer notes

  • Store dispute metadata (evidence attachments, internal notes, status history) for auditability.
  • Provide an API to programmatically query dispute states for external CRMs or accounting tools.

Following a consistent, documented dispute process reduces friction and improves trust with affiliates.

What happens next

  • The store owner receives the dispute and can review logs, order metadata, and attribution details.
  • If the store owner accepts the dispute, they can issue a manual adjustment or reversal.

Adjustment types

  • Manual credit: add a positive commission adjustment to a transaction.
  • Reversal: remove a previously paid commission (used for refunds or chargebacks).

Tips for quick resolution

  • Provide clear evidence and the original link/coupon used.
  • If the dispute relates to a late reporting or webhook failure, include timestamps and request delivery logs from support.