Managing Payout Claims

The Review Claims page is where administrators review approved cash rewards and trigger the actual payment to partners. Each claim represents a batch of rewards earned by a partner that is ready to be paid out through the partner's chosen vendor (Stripe or PayPal).

Use this page to inspect pending claims, group rewards into a payout, send the payment through the vendor, and handle any failed transactions that come back via webhook.

Requirements

Administrator System Role.
The Payout Module must be enabled, with at least one vendor connected.
The partner being paid must have a completed Payout Profile.
If US Tax Tracking is enabled, the partner's Tax Report must be on file before any payment can be sent.

Opening Review Claims

Click Rewards in the left navigation menu.
On the Reward Settings page, click Review Claims.

The page opens with the active payout batch, a list of approved rewards available to add, and a summary of pending and failed transactions.

How a Claim Comes Together

A partner earns rewards through a Cash Reward Program (sales activity, completed training, redeemed activity, etc.).
The rewards move through approval and reach a status that makes them eligible for payout.
The administrator opens Review Claims, reviews the eligible rewards, and groups them into a payout batch for the partner.
The administrator clicks Pay. The platform sends the payment through the partner's chosen vendor.
The vendor webhook updates each transaction's status (created → paid or failed). Results show up on the Payout Dashboard.

Understanding Reward Records

Each reward record contains two sections:

Reward Information

Number — the unique reward identifier.
Program — the Reward Program the reward belongs to.
Reward Activity — the activity that triggered the reward.
Reward Type — Cash Reward or Points Reward.
Payment Type — Individual or Organization (Cash Rewards only).
Form Data — the related record or form submission linked to the reward.

User Reward Details

Owner — the partner who earned the reward.
Value — the reward amount.
Currency — the currency for the reward value (Cash Rewards only).
Status — the current status of the reward (e.g., Submitted, In Review, Approved, Rejected).
Reason — an optional field for approval or rejection notes.
Reimbursement Date — the date the reward was paid out.
Approval/Rejection Date — the date the reward was approved or rejected.
Expiration Date — when the reward expires (if applicable).

Filtering the View

The Rewards list includes a view dropdown at the top of the page. The default view is Pending Rewards, which shows rewards awaiting review. Additional filters can be added using the Add Filters button.

The list displays the following columns:

Column	Description
Actions	Row-level actions: Edit and Delete.
Number	The unique reward identifier.
Owner	The partner who earned the reward.
Reward Type	Cash Reward or Points Reward.
Value	The reward amount.
Program	The Reward Program the reward belongs to.
Reward Activity	The activity that triggered the reward.
Status	The current status (e.g., In Review, Submitted).
Created On	The date and time the reward was created. Sortable (default sort).

Approving Rewards for Payout

From the Rewards list, click on a reward or use the Edit action to open it.
Review the Reward Information and User Reward Details.
Change the Status to approve or reject the reward.
Eligible rewards (approved status, partner has a completed Payout Profile) become available for payout.

Paying the Batch

Confirm the rows in the batch — partner, total amount per partner, and vendor for each line.
Click Pay.
The platform sends one payment per partner through the partner's chosen vendor. Stripe payouts go through Stripe Connect; PayPal payouts use the Payouts API.
Each transaction enters created status. Status updates flow back via webhook as the vendor processes the payment.

If a partner's payment fails (for example, invalid bank details or a closed PayPal account), the transaction moves to failed and the partner is notified per the configured notification template. The administrator can address the underlying issue and resubmit.

Deleting a Payout Batch

If you need to cancel a batch before paying:

Confirm the batch has not been paid yet. Once Pay has been clicked, payments are in flight at the vendor and cannot be undone from this page.
Click Delete Payout in the page header.
The rewards in the batch return to the eligible pool and can be grouped into a new batch.

Reading Transaction Status

Transaction statuses come from the vendor and flow into the platform via webhook:

Status

Meaning

Success

The payout was completed successfully.

Pending Processing

The payout request has been sent to the vendor and is awaiting confirmation.

Pending

The payout is queued but not yet sent to the vendor.

Failed

The payout failed before completion. Check the transaction details and partner’s Payout Profile for errors.

Payout Failed

The vendor reported a failure after processing began.

Payout Ready

The payout is ready to be processed by the vendor.

Notifications

Partners receive an email when their Payout Profile changes (per the template configured in Payout Setting).
Internal recipients listed in the Payout Setting also receive these notifications.
On payment failure, the account owner is notified and the failure shows on the Payout Dashboard.

Troubleshooting Tips

If no eligible rewards appear, confirm at least one reward is in an approved status and the partner has a completed Payout Profile.
If Pay is disabled, confirm the batch has at least one row and the partner has not hit any tax/compliance gates.
If a transaction is stuck on created for a long time, verify the vendor webhook is reachable and the events listed on Configuring the Payout Module are enabled vendor-side.
For full symptom-by-symptom resolutions, see Payout Module Troubleshooting.

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