Resolving tracking failures can be straightforward with the right approach.
If you encounter a tracking failure and need to dispute or inquire about a transaction, contact the advertiser or their account manager with the following information:
- Your Publisher ID
- Tracking link(s) used
- Type of link (deeplink, banner, etc.)
- Transaction date
- Order number
- Sales amount
- Commission amount or item purchased
To learn how to contact an advertiser, see How can I contact an advertiser?
Important: If the missing transaction involves a Brazilian advertiser, submit the details above using the following form: Vendas não rastreadas.
Once your submission is confirmed by email, you can track the validation status in your transaction report. If your request is approved, the transaction will be added to the platform and follow the standard validation process. If it is declined, you will be notified by email with the reason.
To learn how you can prevent common tracking failures, read How can I ensure my affiliate sales are tracked correctly?
Adding missing transactions in bulk
To report untracked sales from multiple advertisers, use the Transaction Queries tool. This is available to publishers with frequent untracked sales requests, such as cashback or loyalty sites.
To request access, click the Contact support button below and select:
- Topic: Awin Tools & Solutions
- Subject: Transaction Queries Access
Once the tool has been enabled, you can find it under Support > Transaction Queries.
For more information on the Transaction Queries tool, read How does the Transaction Queries tool work?
