What can I do if the commission on my order is incorrect?

If an order from one of your pre-existing customers comes through on Petspace with commission, it usually indicates that the retailer didn’t use your Petspace Direct link when ordering. If this occurs, we’re more than willing to assist in updating your order’s commission to reflect the pre-existing relationship you have with this retailer.

Should you find an order that shouldn’t carry a commission because they are an existing stockist or lead of yours, please let us know by emailing us at [email protected].

It’s important to note that all commission adjustments must be requested before your order payout date. Unfortunately, we cannot issue refunds for commission on orders that have already been paid out.

What can I attach as proof of a stockist or lead relationship?

A stockist is established if the retailer has ordered from you before your relationship started on Petspace.

Stockist Qualifications:

– Their first order was before your relationship started on Petspace.
– They have ordered in the last 12 months.
– You can submit an invoice as documentation that clearly shows both the date and the retailer’s store name AND contact name or shipping address as it appears on Petspace.

A lead qualified for Petspace direct is established if you have encouraged the retailer to order through Petspace.

Lead Qualifications:

– Within the last 12 months, you’ve encouraged the retailer to order through your Petspace Direct link, and they responded.
– Within the last 3 months, you’ve encouraged the retailer to order through your Petspace Direct link, even if they didn’t respond.

You can submit one of the following as documentation for a lead:

– Marketing email campaigns
– Emails to individual retailers
– Social media direct messages
– Social media comments from the retailer (e.g., retailer comments on the brand’s post)
– Text messages

Examples of documentation we don’t accept:

– Phone calls
– Customer lists
– Retailer business cards
– Wholesale application forms

Examples of prior communication that do not follow our guidelines and do not qualify for commission removal:

– Screenshot of the retailer liking or commenting on a social media post
– Screenshot of the brand reaching out to a retailer without any response
– Plain text from an email exchange copied and pasted into your commission update request – a screenshot of the email exchange must be attached to your request
– Phone or in-person conversations. Please ensure to always follow up via email with leads who you meet in person so you have proof of contact to provide