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The commission system tracks per-sale commissions for call center agents. Commissions are calculated automatically when an agent places an order through Order Entry. Go to Call Center → Commissions in the sidebar.

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How It Works

1

Agent places an order

Through the Order Entry page during a phone call.
2

Commission is calculated

Based on the matching commission rule for that center, disposition, or product (flat amount or percentage of sale).
3

Pending review

The commission enters the approval queue with a Pending status.
4

Admin approves

An admin reviews and approves the commission for payout.
5

Marked as paid

After payout, the admin marks the commission as Paid.

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Commission Report

The report shows a filterable table of all commissions.

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Filters

  • Agent: view a specific agent’s commissions
  • Status: show only pending, approved, paid, or clawed back

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Commission Details

Each entry shows:

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Approval Workflow

Commissions follow a three-step status flow:
  1. Pending — Created after a successful sale, awaiting review
  2. Approved — Admin has verified the commission and approved it for payout
  3. Paid — Commission has been paid to the agent

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Bulk Actions

  • Approve — Select multiple pending commissions and approve them at once
  • Mark Paid — Select approved commissions and mark them as paid in batch

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Nobody approves their own commission

A manager who also takes calls cannot approve or pay their own commissions. When their own rows are part of a selection, EF skips them, approves or pays the rest, and tells them how many were skipped; another manager has to approve those. Only the organization owner can approve their own. Approvals and payments are recorded in the commission audit log with the person who made them.

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Changing a call’s outcome later

Saving a call’s outcome again recalculates the commission only while it is still Pending. An approved or paid commission keeps its status and amount, and a clawed-back one stays clawed back.

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Refunds and Chargebacks

When a phone sale is refunded, charged back or voided, the agent’s commission on it is taken back automatically. It does not matter how the refund reaches EF: issued from Customer Service or the order page, reported by the payment gateway, or sent by the merchant’s postback.
  • The commission report, the leaderboard and the CSV export count commission after reversals, so a refunded sale stops counting as payable.
  • If the gateway sends the same refund twice, the commission is reversed once.
  • A commission rule’s Clawback on refund and Clawback on chargeback switches and its clawback window still decide whether that rule’s commissions are reversed.
  • A refund of a phone sale keeps the agent and call center of the original sale, so it shows against that agent.
If a commission was already Paid when the order is refunded, EF records the amount taken back (and shows the commission as Clawed back once the whole order is refunded or charged back), but does not deduct it from the agent’s next payout for you. Recover it in your payroll.

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Exporting

Click Export to download commission data as a CSV file for payroll processing. The export respects your current filters, so you can export by agent or status. Common payroll workflow:
  1. Open Call Center → Commissions
  2. Filter by agent or status if needed
  3. Approve or mark paid in bulk
  4. Export the final CSV