A commission was not calculated

Applies to: Admins, Finance users, and managers
Prerequisites: A known transaction and the applicable scheme period

Problem

The transaction is visible, but the employee or cycle has no expected commission.

Likely causes

• The employee has no effective assignment.
• A plan qualifier fails.
• The Metric Definition is empty or uses the wrong input.
• No rule matches.
• The evaluation mode is wrong.
• A tier boundary or cap changes the result.
• The cycle period is wrong.

Checks to perform

Trace one record in this order:

1. Transaction.
2. Employee.
3. Assignment and effective dates.
4. Metric output.
5. Qualifier.
6. Rule and evaluation mode.
7. Tier.
8. Cycle.

Resolution steps

1. Correct only the first verified defect, following change control.
2. Test with a synthetic boundary case.
3. Recalculate only after the impact and approval states are understood.
4. Reconcile the employee result and cycle total.

When to contact support

Contact Support when a known record passes every verified stage but produces no result, or when recalculation or recovery behaviour is unclear.

Information to include

• Anonymised employee and transaction identifiers.
• Scheme and Metric Definition.
• Assignment dates.
• Qualifier, rule, and tier.
• Period.
• Expected or manual calculation.
• Current status and redacted evidence.

Last updated: August 2026