> For the complete documentation index, see [llms.txt](https://help.impact.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.impact.com/brand/what-would-you-like-to-learn-about/platform-features/actions-and-payouts/action-inquiries/action-inquiries-explained.md). # Action Inquiries Explained Some partners can submit *Action Inquiries* when they believe they weren't properly credited for actions they drove. They will pass you details about the action, like the `OrderID` (OID), so you can verify whether the action occurred and if they should receive a payout. {% hint style="success" %} **Note:** Your account must be enabled to receive action inquiries from partners. Reach out to your Customer Success Manager (CSM) or [contact support](https://app.impact.com/support/portal.ihtml?createTicket=true). {% endhint %} ## Why partners submit inquiries Partners commonly submit inquiries for the following reasons: * An action or order they drove wasn't tracked, or failed to show up in their reporting. * An order they drove has incorrect details, like the wrong payout amount. * You reversed an action that partner believes they should be credited for. Untracked orders can also be caused by gaps in your tracking setup or by customer behavior that interrupts tracking, such as switching devices before purchasing. ## Who can submit inquiries Only cashback/loyalty partners can submit action inquiries. As a brand, you can't submit inquiries yourself, but can [review the inquiries](/brand/what-would-you-like-to-learn-about/platform-features/actions-and-payouts/action-inquiries/review-action-inquiries.md) submitted to you. If you notice actions that tracked with incorrect details, you can [modify or reverse them](/brand/what-would-you-like-to-learn-about/platform-features/submit-and-modify-conversion-data.md) as long as the locking date hasn't passed. {% hint style="info" %} **Tip:** Once an action locks, your best recourse is to resolve any commission disagreements directly with the partner. [Learn more](/brand/what-would-you-like-to-learn-about/platform-features/finance/finance-documents/partner-payments-invoices-explained-for-brands.md#disagree-with-a-commission-on-an-invoice). {% endhint %} ## Considerations when reviewing inquiries * Each `OrderID` included in an action inquiry can be referenced against your own records to confirm whether or not the action took place. * Your *Action Lifecycle* determines how long actions that occur remain pending, when they *lock*, and when payouts are sent after locking. These time frames will apply to approved action inquiries based on the *Transaction Date*. * For approved action inquiries with a transaction date in the past, the action locking and approval date would be based on the approved action inquiry date. However, the action will be reported as having occurred on the actual date and not on the date the action inquiry was approved. * When an action inquiry is accepted, **a new action is created in impact.com with details from the action inquiry**. This new action is subject to the conditions (i.e., locking date, payout date, etc.) set in your contract with the partner who submitted the inquiry. * If you have an open-ended locking period for your actions, any action inquiry you approve will enter a *pending* state, and then must be [manually approved](/brand/what-would-you-like-to-learn-about/platform-features/actions-and-payouts/payouts/approve-reverse-and-modify-pending-payouts-for-actions.md) after acceptance—find the matching OID, and approve the action. Alternatively, if you batch your action approvals in, ensure the action inquiries you accept are included in your file or API call. ## Example scenario ACME Corporation is a brand that works with Russell Sprout as a partner. Russell Sprout drove an action on January 1 that wasn't tracked. He submits an Action Inquiry to ACME Corporation with the missing details for review. On March 5, ACME Corporation reviews Russell Sprout's action inquiry and determines that the action did occur, and that their partner should be paid out. If ACME Corporation accepts the action inquiry with the original January 1 transaction date: * A new action with the event date of January 1 will be created and locked. The action will be paid out on the next scheduled clearing date. * ACME Corporation needs to sufficiently fund their account to ensure Russell Sprout is paid for the action he drove. ## Related articles Learn how to submit resolutions manually, in bulk, and how to send automated responses to partners’ action inquiries on orders that have already been tracked and credited. * [Review Action Inquiries](/brand/what-would-you-like-to-learn-about/platform-features/actions-and-payouts/action-inquiries/review-action-inquiries.md) * [Bulk Process Action Inquiries](/brand/what-would-you-like-to-learn-about/platform-features/actions-and-payouts/action-inquiries/bulk-process-action-inquiries.md) * [Set automatic responses for tracked orders](/brand/what-would-you-like-to-learn-about/platform-features/actions-and-payouts/action-inquiries/configure-inquiry-options.md#set-up-automatic-responses-for-tracked-orders) --- # Agent Instructions This documentation is published with GitBook. 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