Partners

Section 06Everyday useThe private partner link#

Each partner has a private link you can send them: a URL that shows them their own registrations and lets them submit new ones, with nothing to log into. They see only their own records — never your conflict verdicts, never your rejection reasons, never another partner.

Whether the link shows a partner their earnings is a setting on Channel Programme.

Section 07Everyday useLead registrations#

WhereCRM›Partners›Lead Registrations

OpenLead Registrations→

A registration is a partner staking a claim on an end customer before that customer is a lead. Registering tells you they are working that account; approving it gives them an exclusive window in which nobody else in your channel — or your own direct team — should chase the same buyer.

It exists to prevent the one thing that makes partners stop bringing you deals: discovering another partner already on a call with their customer.

Lead or deal#

Email and phone are optional on both, and worth filling in anyway — they are how conflicts actually get caught. Resist adding mandatory fields: every one costs you registrations, and a registration nobody submits protects nobody.

The conflict banner#

When a registration is opened for review, a banner says what it clashes with:

• Blocked — another partner already holds an approved, unexpired registration on this customer.
• Potential — your own team already has an open lead or deal on them.

Nothing is ever auto-rejected. The banner links straight to the record it matched, so you can judge it yourself. You can approve over a conflict if you hold the review permission, but deliberately: you tick an override and leave a note, and both land in the audit trail beside the record it clashed with.

Reviewing one#

• Claim moves a submission to Under Review under your name, so two reviewers do not work the same queue item.
• Approve or Reject, with a reason.
• Withdraw is for a partner who is no longer pursuing the customer. It clears the protection window so the rest of the channel is not locked out of a name nobody is working.
• Convert is needed only for a deal registration — it asks for the deal name, pipeline and stage, which nothing can sensibly guess.

How long the protection lasts#

Whichever level answers first, checking the registration's own type before the untyped setting at each level:

1. the partner's Lead or Deal protection days,
2. the partner's plain protection days,
3. the same pair on their tier,
4. the same pair on the default tier,
5. your Channel Programme settings,
6. and finally 30 days for a lead registration, 90 for a deal one.

Blank means inherit at every level, so a level you have not set is skipped rather than read as zero.

Editing stops at Submitted or Under Review. Once approved, the customer details under a live protection window are the record of what was approved, and changing them would move another partner's goalposts silently.

Section 08Everyday useCommissions#

WhereCRM›Partners›Commissions

OpenCommissions→

Almost every row here accrues by itself, when the event you configured happens. What accrues snapshots what was owed at that moment, so changing a rate next quarter cannot restate what somebody earned last quarter.

Each row moves through Pending → Approved → Paid, or is Rejected.

• Approve confirms the amount is right.
• Mark Paid records that the money went out, and requires a payout reference — a bank reference, a batch number, a cheque number, anything you can look the payment up by later.
• Reject is the same judgement made the other way.

Approving and paying are separate permissions, on purpose.

A partner-sourced deal was won and nothing appeared#

Two causes, and the deal's own activity log records which:

• No rate is set anywhere — not on the partner, not on their tier, not on the programme. A blank rate is not zero, so nothing accrues rather than accruing nil.
• That partner does not accrue on winning. A partner set to accrue on sales order fulfilled earns nothing at the win, and nothing at all if you do not sell through quotes.

Spiffs, bonuses and corrections#

Add Commission is the one row a person types, and the only one with no deal, order or registration behind it — so the reason you give is the whole audit trail, and it is required. It lands on Pending and still has to be approved and paid like anything else.

To correct an overpayment, add a negative amount rather than deleting the original. Deleting would erase the fact that it happened.

When a won deal is reopened#

The commission is reversed in the same step that voids the sales order. One that was never paid is simply removed; one that had already been paid becomes Clawed Back and stays on the record, because money that moved has to be reconciled rather than deleted. Winning the deal again re-accrues it once, never twice.

Section 09Everyday useSuspending and ending a relationship#

Suspend stops new registrations — from your team and from the partner's link — while keeping every record and commission intact. Terminated is the end of the agreement.

Neither deletes anything, and neither is meant to. Commission history has to survive the relationship ending.

Section 10Everyday useSeeing how the channel is doing#

A partner's own page leads with their registrations, their pipeline and their commission totals.

For the programme as a whole, CRM → Reports → Partners has sourced versus influenced revenue, approval rate, registration-to-won conversion, time-to-first-deal and average deal size by tier, all exportable to CSV. See Insight.

Section 11Everyday useIf you get stuck#

In this order — most questions are answered before you reach the bottom.

1. Look for help on the page itself. A ? in the page header opens the FAQs for that screen, and every settings screen carries a "How this works" panel with a worked example.
2. Search the FAQs — the menu under your name, top right → FAQs. Search the words you can see on screen, rather than what you think the feature is called.
3. Take a tour — the same menu → Help & Tours.
4. Read the message. When Facto refuses something it says why, and usually what to do about it.
5. Ask your own company — Support in the sidebar. "A partner earned nothing" is almost always a blank rate or the wrong accrual trigger, and both are one screen away.
6. Facto Support — the pinned block at the bottom of the sidebar. Admin-only: if your question needs Facto, raise it at step 5 and your admin will escalate it.