# Affiliate Program Support Process

## Support Ownership

Use one consistent support destination for both customer and affiliate issues.

Recommended labels/tags:
- affiliate-code-issue
- affiliate-payout-question
- paid-no-access
- refund-cancellation
- duplicate-account-review
- tax-form-needed

## Customer Issue: Promo Code Does Not Work

Checklist:
1. Confirm code spelling/case.
2. Confirm code is active in Stripe.
3. Confirm code is first-purchase-only and customer has not purchased before.
4. Confirm selected plan is eligible: Monthly, 3 Months, 6 Months, Yearly.
5. Confirm no conflicting/stacked discount is applied.
6. If valid issue, create manual note and either fix Stripe code or issue replacement code.

Response template:

> Thanks for flagging this. Affiliate promo codes are valid for 30% off a first PropMine purchase on eligible plans. I’m checking the code status and your checkout attempt now. If it should have applied and didn’t, we’ll get it corrected.

## Customer Issue: Paid But No Access

Checklist:
1. Search customer by email.
2. Confirm Stripe payment succeeded.
3. Confirm subscription status.
4. Confirm app entitlement/access state.
5. Resync or manually grant access if payment is valid.
6. Record the fix.

Response template:

> I see the payment/access issue. I’m checking Stripe and your PropMine access record now. If payment succeeded, we’ll get your access corrected as quickly as possible.

## Affiliate Issue: When Do I Get Paid?

Checklist:
1. Check affiliate accrued payable balance.
2. Confirm $25 threshold met.
3. Confirm tax form received.
4. Confirm payments are successful and not refunded/disputed.
5. Confirm payout batch timing.

Response template:

> Affiliate payouts become available once your accrued payable commission reaches $25 and required tax information is on file. Commission is based on successfully collected customer payments using your promo code, net of Stripe/payment processing fees, for the first two billing cycles.

## Affiliate Issue: Why Is My Payout Lower Than Expected?

Checklist:
1. Verify plan purchased.
2. Verify billing cycle number.
3. Verify first cycle discount vs second cycle full price.
4. Subtract Stripe/payment fee.
5. Exclude taxes.
6. Check refunds/disputes/failed payments.
7. Check whether commission is still below $25 threshold.

Response template:

> Commission is calculated as 20% of net collected subscription revenue after Stripe/payment fees. The first billing cycle includes the customer’s 30% promo discount; the second eligible billing cycle is full price. Failed, refunded, disputed, or chargeback payments do not qualify.

## Affiliate Issue: Tax Form Needed

Template:

> Before we can issue affiliate payouts, we need required tax information on file. U.S. affiliates may need to provide a W-9; non-U.S. affiliates may need a W-8BEN or applicable W-8 form. Once that is received and your payable balance is at least $25, your payout can be processed.

## Duplicate-Account Promo Abuse Review

Trigger examples:
- same person appears to create repeated accounts for first-purchase discounts
- repeated same billing name/payment method across different emails
- repeated refund/repurchase behavior
- suspicious customer cycling between affiliate codes

Review steps:
1. Do not auto-ban on weak signals.
2. Compare Stripe customer records.
3. Compare billing/payment signals available in Stripe.
4. Check refund/cancellation pattern.
5. Decide: no action / warning / void discount / void commission / disable duplicate account.
6. Record decision in payout ledger notes.

## Affiliate Self-Use Review

Trigger examples:
- affiliate email/name/payment method appears on a customer subscription using their own code
- affiliate asks to use own code despite free access

Default action:
- disable affiliate code if abuse is confirmed
- terminate affiliate status
- void unpaid commissions tied to self-use
- remove complimentary access if appropriate

## Monthly Payout Runbook

1. Export Stripe payments/invoices for the payout period.
2. Filter to payments with affiliate promo codes.
3. Confirm successful collected status.
4. Exclude failed/refunded/disputed/chargeback transactions.
5. Identify billing cycle number for each referred customer.
6. Keep only cycle 1 and cycle 2.
7. Calculate net commissionable revenue after Stripe/payment fees and excluding tax.
8. Calculate 20% commission.
9. Add to affiliate accrued balance.
10. Apply $25 threshold.
11. Confirm tax form is on file.
12. Pay manually.
13. Record payout reference.
14. Send payout summary.

## Payout Summary Template

Subject: PropMine Affiliate Payout Summary — [Month]

Hi [Name],

Here’s your PropMine affiliate summary for [Period]:

- Promo code: [CODE]
- Eligible paid billing cycles: [COUNT]
- Commission earned this period: [$X]
- Previous unpaid balance: [$Y]
- Reversals/adjustments: [$Z]
- Payable balance: [$TOTAL]
- Payout status: [Paid / Carried forward / Tax form needed]

Reminder: payouts become available after $25 in accrued payable commission and required tax information is on file.

Thanks,
Finisher Network