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Why Was My Order Not Tracked?

Published on: Fri, 10 Mar, 2023 at 10:07 AM | Updated on: Thu, 3 Apr, 2025 at 1:04 AM

From time to time, actions and orders that you drive for a brand do not immediately appear in the impact.com platform. There are a couple of reasons why this could be occurring:

Reason	Description
Delays in tracking	Depending on how a brand uploads tracked actions to impact.com, there might be a slight delay from when an action occurs to when you'll see it live on impact.com. Brands can choose to track actions you drive either automatically or manually. Any actions tracked automatically have a 2+ hour delay from when the action is completed to when it will appear on your account dashboard. For any actions tracked manually, impact.com relies on the brand’s team to upload the actions to the platform. Since this is a manual process, delays can be expected here. If your brand manually uploads tracked actions, contact them for their upload schedule.
Reversed actions	Brands can reverse actions, making them ineligible for payout and moving them to another area in impact.com. Learn how to view any reversed actions. Your partnered brand can reverse actions for various reasons, like the product being returned, the credit card used to purchase the product not clearing, and others. If you find that your partnered brand incorrectly reversed an action, submit an action inquiry to the brand to review the ineligibility of the action.
Outside of terms actions	Sometimes, you can drive an action that is actually outside the terms of your contract with that brand. In that case, these actions won't be payable and can be found in another area in impact.com. Learn how to view outside of terms actions.

Reason

Description

Delays in tracking

Depending on how a brand uploads tracked actions to impact.com, there might be a slight delay from when an action occurs to when you'll see it live on impact.com. Brands can choose to track actions you drive either automatically or manually.

Any actions tracked automatically have a 2+ hour delay from when the action is completed to when it will appear on your account dashboard.

For any actions tracked manually, impact.com relies on the brand’s team to upload the actions to the platform. Since this is a manual process, delays can be expected here. If your brand manually uploads tracked actions, contact them for their upload schedule.

Reversed actions

Brands can reverse actions, making them ineligible for payout and moving them to another area in impact.com. Learn how to view any reversed actions. Your partnered brand can reverse actions for various reasons, like the product being returned, the credit card used to purchase the product not clearing, and others. If you find that your partnered brand incorrectly reversed an action, submit an action inquiry to the brand to review the ineligibility of the action.

Outside of terms actions

Sometimes, you can drive an action that is actually outside the terms of your contract with that brand. In that case, these actions won't be payable and can be found in another area in impact.com. Learn how to view outside of terms actions.

What should I do if I drove an action but it is not displaying?

If an action occurs but doesn’t appear on the platform within 48 hours, reach out directly to the brand as they may be making use of a manual uploading process. Please include an Order ID and any order information that you have available when contacting the brand. If you are a loyalty or cashback partner, create an action inquiry.

Learn how to contact a brand. impact.com has the same view of actions that you do, as your partnered brand is responsible for uploading its actions to the platform.