Creators should be able to answer twelve questions without contacting support. They need to know whether their own purchases qualify, which orders earn commission, how codes combine, how sales get credit, how to recover links, and what happens to returns and payments. Write each answer from the program's approved terms and tested settings. If the terms and the settings disagree, settle that before you publish the FAQ.
A creator affiliate FAQ should let someone decide what to do while a customer is at checkout. "Contact your manager for details" leaves that job unfinished. The same terms decide what happens when two creators claim one order, and the FAQ belongs in the packet a creator gets before the first link goes live.
Gather the rules before writing the answers
Collect the current creator terms, discount settings, attribution settings, payout process and support route. Give the FAQ an owner and an effective date. Link to the terms it explains, and review the FAQ whenever those terms or settings change.
Modash's affiliate onboarding guide recommends sending links, codes, commission terms and payout timing at the start. The FAQ below adds the exceptions creators run into after that first message.
Keep platform rules apart from merchant choices. For example, Collabs community rules apply to creators who use that platform, and a brand FAQ cannot waive them. Personal-purchase eligibility needs an explicit answer from your own program terms, because no industry-wide rule covers it.
Twelve editable FAQ answers
The bracketed fields below are template fields. Replace each one with an approved rule, a working URL or a named contact before you share the FAQ with creators. Delete the choices that do not apply. Each quoted answer is a pattern to fill in, and your program terms still decide the policy.
1. Can I buy through my own link or code?
You [may/may not] use your code for a personal discount. Your own orders [do/do not] earn commission. Purchases by household members follow [household rule]. For product testing, use [approved sample or test-order process].
Discount eligibility and commission eligibility need separate answers. Also say whether a gift bought for someone else counts as a personal purchase. If your terms only say "no self-referrals," define what that means before you ask creators to follow it.
2. Which products and customers qualify?
Commission applies to [eligible products, customer types and regions]. It excludes [specific exclusions]. Subscription orders follow [first-order and renewal rule]. Your rate is [rate or tier], calculated on [defined commission base].
Say whether the base includes discounts, tax, shipping and gift cards. Do not write "net sales" without a definition. If the eligible-product list changes too often to repeat here, link to the current one.
3. Can customers combine my code with another offer?
Your code combines with [named offers or discount classes]. It does not combine with [named exclusions]. If another offer replaces it, [state the verified commission outcome]. Check [promotion page] for dates and exclusions.
On Shopify, ordinary discount combinations depend on both discounts' settings and eligibility. Custom discounts applied by hand to an order are an exception. When discounts cannot combine, Shopify applies the best eligible discount or combination for the cart. Its discount documentation does not say who earns affiliate credit, so test that separately.
4. What gives me credit for a sale?
We track eligible purchases using [link, code or both]. A qualifying link visit can receive credit for [window and start event]. If another creator's link or code appears, [priority rule]. Purchases on another device follow [verified limitation or supported behavior].
Do not promise that every click turns into a credited sale. Shopify's Collabs reports count visits, orders and commission separately. If your priority rule is still open, first decide how links and codes share credit. When two creators already claim the same order, use the case file further down this page.
5. Where do I find a lost or broken link?
Retrieve your current link and code from [exact portal location or welcome-message location]. If the destination fails, report it through [support route] with the URL and error. Use [approved replacement process] before publishing again.
Give the real navigation path, because not every platform has a creator portal. Also explain expired or paused links. In Collabs, pausing a connection can invalidate links and codes, so copying the same URL again may not fix the problem. List which link edits a creator may make, and which ones need another tracking test.
6. What if a buyer forgets my code or the sale is missing?
Orders normally appear within [tested reporting delay]. After that, submit a missing-sale request within [claim deadline]. We [allow/do not allow] later attribution under [evidence and eligibility rule]. Submitting a request does not guarantee commission.
Name the evidence support needs, such as a permitted order reference, the rough purchase time and the link used. Ask creators to remove customer addresses and payment details from screenshots. Do not promise to recover tracking data your system never collected.
7. What happens after a return, cancellation or exchange?
Canceled orders follow [cancellation rule]. Full refunds follow [full-refund rule]. Partial refunds and exchanges follow [item-level rule]. If commission was already paid, [adjustment process and notice].
The Collabs payment documentation says commissions on canceled and fully refunded orders are canceled automatically during the holding period. It does not settle partial returns or refunds after payment, so confirm those cases in your own setup. Give an order-level example like the one below, and point disputed calculations to the payout statement guide.
8. When will I receive the money?
An order stays pending for [hold and start event]. Approved commission enters [payment schedule], subject to [minimum balance, if any]. Complete [payout setup]. Funds arrive through [method], with [currency, fees and expected transfer time].
The end of a hold is often not the payment date. In Shopify Collabs, the merchant sets a holding period between 1 and 90 days. Payment also depends on merchant billing and on the creator turning on automatic payouts. Show creators where to tell pending, approved and paid amounts apart, using your system's own labels.
9. What disclosure should I include?
Tell viewers that you can earn commission when they buy through your link or code. Put clear wording next to the recommendation, such as "I earn a commission if you buy through this link." Follow [format-specific instructions] and the platform rules that apply.
For endorsements that reach U.S. consumers, FTC guidance calls for visible, understandable disclosure of material connections. The FTC's affiliate FAQ warns that the words "affiliate link" may not tell readers that a purchase pays the creator. Mention other benefits too, such as a free product or a paid sponsorship, when they apply.
Check the placement for each format before the post goes up.
| Format | Check before publishing |
|---|---|
| Written post | The disclosure sits with the endorsement, outside any hidden text. |
| Story image | The disclosure is readable on the image for long enough to notice. |
| Video | The disclosure is in the video, shown or spoken with the claim. |
| Livestream | The creator repeats it so late viewers hear it. |
A disclosure only on the creator's profile is not enough, and a platform label alone may not be either. Other countries and regulated product categories can add their own duties. This FAQ is operating guidance and does not replace legal advice.
10. Where may I share the link or code?
You may share it through [permitted channels]. [Paid search, coupon sites, email, private groups and sub-affiliates] follow [specific permissions or prohibitions]. Request approval through [route] before using a channel that is not listed.
Write down the limits creators will run into. If coupon-site posting is banned, say so. Do not tell creators to use "approved marketing methods" without naming them. Name the person who can grant an exception, and ask for that answer in writing.
11. What happens when terms change or I leave?
We announce changes through [channel], with [notice rule and effective time zone]. Existing orders follow [transition rule]. Your link and code stop working at [defined event]. Pending eligible earnings follow [final review and payment process].
Explain how creators remove outdated offers and where they can read earlier terms. A changed rate needs a clear event that decides whether the old or the new rate applies.
12. Who handles a problem, and what should I send?
For tracking or commission questions, use [affiliate support route]. Customers should use [customer-service route] for delivery, refunds and product issues. Include your creator ID, issue type, relevant link or permitted order reference, date and expected result. We aim to respond within [staffed response target and time zone].
Give separate targets for the first reply and for the fix. For a disputed decision, name the review route and any deadline. Promise only response times the team can staff.
Add one calculation creators can check
Here is a hypothetical partial-return example for question 7. It assumes commission is 12% of eligible merchandise after discounts and refunds. Tax and shipping are excluded. The refund for the returned item already has its share of the discount taken off. All amounts are USD.
| Order input or result | Hypothetical amount |
|---|---|
| Eligible merchandise before discounts | $150.00 |
| Merchandise discount | $15.00 |
| Initial commission base | $135.00 |
| Initial commission ($135.00 × 12%) | $16.20 |
| Refunded eligible merchandise | $45.00 |
| Remaining base ($135.00 − $45.00) | $90.00 |
| Revised commission ($90.00 × 12%) | $10.80 |
| Commission reduction ($16.20 − $10.80) | $5.40 |
This example rounds the final order-level commission to the nearest cent, and your platform may round differently. The table shows one stated policy. It does not claim every platform makes that adjustment automatically.
When two creators claim the same sale
Two creators can both influence a purchase, and that alone does not tell you how the program splits commission. Apply the terms that covered the order, check the evidence on both sides, and record the payment decision. If the terms leave a gap, agree a resolution for that case and write it down. Keep any goodwill payment apart from earned commission.
Open one case for the order
Give the dispute one owner and one case ID. Ask each creator for the order reference they have, the link or code involved, the content URL, and why they believe the commission is theirs. Do not ask them to collect a customer's private browsing history.
Save the original order and attribution records before you change anything. Note whether the commission is pending, approved or paid. Reviewing a pending commission and recovering money already paid need different handling, so check the agreement and the payment system before you promise a reversal.
Deadlines matter. Shopify Collabs holds automatic commissions for 30 days by default, with settings from 1 to 90 days, and allows disputes over suspicious commissions during that period. Check the real deadline for this order. A disagreement is no proof of misconduct, and a dispute button does not decide who deserves payment.
Tell both creators who owns the review, what evidence you need, and when they will hear back. Where your system allows it, keep undisputed orders moving through the normal payment process.
Find the rule that applied
Pull the program terms and any creator-specific agreement in force when the customer bought. Save the tracking settings from that time too, because today's settings may differ.
Section 4 of the Shopify Collabs terms says the merchant sets program terms or agrees them separately with the creator, and Shopify is not a party to that agreement. Keep your own agreements on file, and do not treat a platform total as the whole answer.
Look for these provisions in the terms.
- Check which event earns credit, including whether a link or a code wins.
- Check how long a qualifying referral stays eligible.
- Check whether two creators can share one commission.
- Check which products, discounts and returns change the commission base.
- Check what happens when tracking fails or a creator disputes a statement.
Each of these is a choice your program makes, and no universal affiliate rule decides it. If your documents and your configuration disagree, record the mismatch and look into it. Do not pick whichever version costs less. Rewrite the policy for future orders separately from this order's review.
Build a case file someone else can check
Use these fields as the case file. Mark missing evidence as unavailable and give the reason. A missing click record alone does not show that the creator invented the claim.
| Field | What to record |
|---|---|
| Case and order | Internal case ID, masked order reference, order time and timezone |
| Claims | Each creator's requested payment and supporting evidence |
| Governing terms | Version, effective date, creator-specific changes, relevant clause |
| Order eligibility | Paid or canceled status, eligible items, discounts, refunds, currency |
| Referral events | Available link IDs, recorded click times, code used, creator mapping |
| System result | Credited creator, commission base, rate, amount, payment state |
| Gaps | Missing events, uncertain identity matches, conflicting settings |
| Finding | Rule applied, evidence relied on, unresolved facts |
| Money movement | Original commission, correction, separate goodwill payment |
| Review record | Decision owner, approval, notification date, appeal route and deadline |
Keep what you saw apart from what you think it means. An order that used a creator's code is an observation. A claim that the customer first found the product through that creator is an interpretation unless other evidence supports it. A customer message may show influence and still miss the program's qualifying-referral rule.
Share a redacted event summary with each creator so they can challenge timestamps, code ownership or the terms you applied. Leave out customer names, addresses and unrelated purchases. The Collabs terms also make users responsible for protecting personal information they reach through the service.
Modash's affiliate management article recommends clear terms up front and checking tracking against payments. The case file applies that to one disputed order, because each creator can see which fact decided the result.
Three hypothetical outcomes
These examples are made-up program decisions and are not Shopify defaults. All amounts are USD. Each case assumes a valid, paid order with no returns, no other qualifying referrals and no excluded products. The program defines eligible revenue as merchandise value after discounts, without tax and shipping.
Commission equals eligible revenue times the agreed rate. The final order-level commission is rounded to the nearest cent, with half cents rounded up. The examples leave out platform fees and taxes on creator payments.
| Hypothetical input | Case A | Case B | Case C |
|---|---|---|---|
| Merchandise before discount | $120.00 | $100.00 | $100.00 |
| Merchandise discount | $20.00 | $10.00 | $0.00 |
| Eligible revenue | $100.00 | $90.00 | $100.00 |
| Commission rate | 10% | 10% | 10% |
| Order commission | $10.00 | $9.00 | $10.00 |
Case A pays the later qualifying click
The published terms give commission to the last recorded qualifying creator click within seven days. Creator A's click is two days before the purchase. Creator B's click is one hour before it. Neither creator has an exception, and no discount code was used.
Pay B $10.00 and A $0.00 for this order, and explain the two timestamps and the clause. A's earlier recommendation can stay in a marketing analysis of influence without becoming a second commission. If the timing is disputed, check the timezone and the definition of your attribution window before you close the case.
Case B pays the owner of the priority code
The published terms give a valid creator-specific checkout code priority over a qualifying link. A has a recorded click on the purchase day. The order uses B's valid assigned code. Both creators had the same terms.
Pay B $9.00, which is $90.00 times 10%, and pay A $0.00. Explain that the code-priority clause decides payment. Do not describe B as the only cause of the purchase. If your program gives links priority instead, apply that rule to the evidence on its own terms.
Case C adds a goodwill payment and keeps attribution
The terms give the last recorded qualifying click to A, which earns a $10.00 commission. B sends credible evidence of an earlier recommendation but has no qualifying tracked event. The brand accepts that its onboarding instructions were unclear and approves a one-time $5.00 goodwill payment to B.
Keep A's $10.00 earned commission as it is. Record B's $5.00 separately, with the approval and the reason. The brand pays $15.00 across the two creators and still reports one $100.00 sale. The goodwill payment does not create a second attributed sale or a new general rule.
If the agreement itself is unclear, hold the decision on who is owed what and escalate it for review of that agreement. A negotiated split may be fair, but do not call it the original rule or assume your platform supports it.
Send the decision
The decision message states the order reference, terms version, evidence used, commission calculation, payment date and the route to correct a factual error. Include any goodwill amount and its reason. Put the same entries on the creator's payout statement so the message and the money match.
Review disclosure separately. A commission dispute does not end the financial relationship that the FTC's affiliate guidance asks creators to disclose, and that guidance does not decide who earned a given commission.
Before you close the case, save the evidence summary and both notifications. If you found a policy gap, give someone the job of fixing it for future orders, announce the effective date, and check that the tracking settings match. Keep the original terms and this case's exception visible in the record.
Test the FAQ against one awkward order
Before you send the FAQ, ask someone outside the affiliate team to answer this scenario. A creator buys a gift, stacks a seasonal discount, loses the order credit, then returns one item. Can they work out eligibility, expected commission and the support route from the FAQ alone?
Mark every answer that needs a guess. Settle those policy fields with the program owner, then test the links and checkout behavior before the FAQ goes into the next welcome message.
Send the FAQ in an onboarding packet
Send the FAQ to a new creator before the first promotion, together with tracking details, product facts, disclosure instructions and payout terms. Ask the creator to confirm receipt and show the parts that matter. Hold the first promotion if attribution, a product claim or payment terms are still unclear.
The packet has seven parts, and each one ends with something the creator or the program owner can show.
| Packet part | Receipt evidence |
|---|---|
| Tracking details | The creator names their link or code, and a test passed. |
| Product facts | The creator finds the fact sheet and flags unsupported claims. |
| Disclosure | The creator sends the planned disclosure and where it will sit. |
| Payable commission | The creator can explain the refund example and find pay dates. |
| Promotion limits | The creator confirms the planned channel. |
| Support route | The creator knows whom to contact, and the route was tested. |
| Acknowledgment | One record holds the packet version, reply and launch decision. |
For tracking, send the assigned link and code, the destination product page and the customer offer. Keep the customer discount apart from the creator's commission rate. Ask the creator to open the destination from the placement they plan to use, and have the program owner confirm attribution with an authorized test.
Product facts and claims to review
Give the creator a dated product sheet with specifications, use instructions, restrictions and links to supporting material. Separate verified facts from opinions the creator can form only after using the product.
The FTC's influencer guidance says endorsers cannot describe an experience they have not had or make claims that need proof the advertiser lacks. A sentence the brand approved still needs support.
Take a hypothetical bag promotion. Its dimensions and materials can come from the verified specifications. A claim that the bag prevents back pain needs a different level of evidence and review, and the creator should drop that claim until it is reviewed.
List the claims that need review, such as health effects, comparisons with other products or guaranteed results. Say who answers product questions and where updated facts will appear. For a fuller packet, read the guide to giving affiliates product facts without scripting their recommendations.
Record the acknowledgment
Keep one record with the packet version, date sent, creator reply, test result, disclosure review, open questions and launch decision. An email open is weak evidence that the creator understood anything, so ask for a reply about the material itself.
This process does not replace an agreement or the brand's advertising duties. The FTC's advertiser guidance asks for reasonable training and monitoring, and for action when questionable practices appear. Modash's onboarding article also treats communication after the welcome message as part of the job, so tell creators how you announce offer changes and how to pause promotion during a tracking problem.
Clear the first promotion only when all seven parts have an owner and no open issue affects that promotion. Review the published post as well, because a draft approval does not show what viewers saw.
A welcome message to adapt
This message assumes you have a complete, versioned packet and sent the links through a secure route. Replace the descriptions with the real documents when you send it.
Welcome to our creator affiliate program. Your onboarding packet contains your assigned link and code, product facts, disclosure instructions, promotion permissions, support contacts, the program FAQ, and commission and payout terms.
Before your first promotion, please open your link from the placement you plan to use. Tell us if the product page or customer offer differs from the packet. We will confirm the attribution test separately.
Please reply to confirm you have read this packet version, can find your payment schedule, and understand the refund example. Include your planned channel and first-post disclosure, plus any questions or claims you want us to review.
Wait for our launch confirmation before publishing. You can reply here for onboarding help. Use the customer-support route in the packet for customer order issues.
Send the packet and the message together. Record the creator's reply, settle each open question, and name the person who will approve the first promotion.
Sources
- Affiliate Onboarding: How to Set Up New Affiliates So They Actually Start Posting
- Affiliate Program Management: How to Scale Your Program Without Losing Control
- Managing creators in Collabs
- Disclosures 101 for Social Media Influencers
- FTC's Endorsement Guides: What People Are Asking
- Pay creators on Collabs
- Getting paid for commissions on Shopify Collabs
- Shopify Collabs Terms of Service
- Combining discounts
- Understanding the Collabs Community Guidelines
- Collabs Community Guidelines for creators
- Shopify Scripts API reference
