Sprusify

Troubleshooting & FAQ

This page lists common issues merchants and affiliates encounter and practical steps to resolve them.

Problem: Clicks appear but no conversions

  • Verify the tracking link included the affiliate parameters and that the cookie was set at the time of click.
  • Confirm webhooks are delivered (Settings → Webhooks) and that order-sync is enabled.
  • If the purchase happened on another device, check for coupon usage as a fallback attribution.

Problem: Wrong currency or totals

  • Ensure Sprusify currency and timezone settings match Shopify store settings.
  • Re-sync orders after changing currency or timezone to update historical reporting.

Problem: Payouts failing

  • Check Stripe Connect account status and any verification holds.
  • Validate payout bank details and that the platform account is in good standing.

Problem: Duplicate clicks or spam

  • Enable IP throttling and bot-detection rules in Fraud Prevention settings.

Problem: Affiliate not receiving magic link

  • Confirm email templates are configured and an SMTP provider or email relay is working (check email sending logs).

Developer troubleshooting

  • Verify webhook signature verification logic and WEBHOOK_SECRET value match partner settings.
  • Check idempotency handling: the app should ignore duplicate webhook deliveries with the same idempotency key.

Useful commands and checks

  • Re-run order-sync: Admin → Orders → Sync Now.
  • Replay a webhook: use Shopify Admin or your webhook testing tool to resend events.

If problems persist, submit a support ticket with affiliate ID, order ID, click timestamp, and any relevant logs.

  • Issue: Affiliate not credited for an order

    • Check: Attribution window and cookie expiration settings.
    • Fix: If the order used a coupon, verify coupon mapping in the app admin. For tracking links, confirm query parameters are arriving intact.

  • Issue: Webhook delivery failing

    • Check: Delivery logs in Settings > Webhooks. Confirm your endpoint responds with HTTP 200.
    • Fix: Temporarily set webhook to a public requestbin to validate payloads; update firewall or auth if needed.

FAQ

  • Q: How long does tracking persist?

    • A: Default attribution windows are configurable per campaign; common defaults are 7–30 days.

  • Q: Can I edit a transaction after it’s recorded?

    • A: Manual adjustments are available for disputes and chargebacks in the Transactions view.

If your problem persists, contact support with a timestamp, example affiliate ID, and sample order ID.