Customer not showing up in the partner area
Why a customer isn't in your customer overview or doesn't bring any commission, how you check the assignment and how you have a customer assigned retroactively.
Customer accounts you create yourself when reselling appear in your customer overview immediately. This page is for referral customers: companies that conclude their own contract with bhomy and are assigned to you via your partner link or partner code.
How a customer is assigned
A customer is assigned to you if they sign up via your partner link or enter your partner code when signing up, at the latest before their first payment. When signing up, they see that they're being assigned to you and which details you receive.
If the customer is missing
| Possible cause | How you check | Solution |
|---|---|---|
| Sign-up without a partner link and without a code | Ask the customer how they signed up | Retroactive assignment, see below |
| The customer signed up with a different company or address than you expect | Ask for the account's email address | Retroactive assignment with these details |
| Existing customer: a paid contract with bhomy in the last 12 months | Ask the customer whether they've used bhomy before | No assignment possible |
| Self-referral: you yourself, affiliated companies, owners, shareholders, officers or employees | – | No assignment possible |
| Another partner is assigned | Reselling takes precedence over a referral. Among several referral partners, the earliest first contact that can be proven counts | Write to us with your proof |
| We declined the customer | for example in the event of doubts about identity or solvency | We'll let you know |
Having a customer assigned retroactively
Within 3 months of the customer's first payment, we'll assign them to you retroactively if you have proof. The easiest is a confirmation from the customer in text form, such as an email: "The company Muster recommended bhomy to us."
- Get the customer's confirmation.
- Write to partner@bhomy.ai with the customer's company, the date of sign-up, how the customer came to you, and the confirmation.
- We check the assignment and get back to you.
- After the assignment, you also receive commission on the payments since the customer's first payment.
The customer is there, but without commission
| Situation | Explanation |
|---|---|
| The commission is pending | After each paid invoice, a holding period of 30 days runs. After that it becomes available |
| No entry despite the sign-up | The customer hasn't paid an invoice yet |
| The rate is lower than your level | If we demonstrably had contact with the customer before the assignment, at most the Bronze rate applies for 12 months. On request, we'll tell you the date and type of contact |
| The commission is smaller than expected | It only applies to the net plan fee, not to packs, numbers, setup and connection costs |
| An entry is marked reversed | The payment was refunded or charged back, see Refunds and cancellations |
Changing an assignment
If you think an assignment is wrong, write to partner@bhomy.ai. A switch to another partner is only possible at the customer's request, with our consent and at the earliest 12 months after the first assignment. If an assigned customer concludes further contracts, for example for another location, these are also assigned to you.
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