Consignor Relations: Commission Reissue Process Overview

Overview

The Consignor Relations team can request commission reissues for clients under specific circumstances.

Reissues may be warranted if:

1. The original payment method failed (e.g., Direct Deposit).
2. The original payment was lost, stolen, or missing (e.g., Check).
3. The client wants to switch payment methods (e.g., from Site Credit to Check).

Important Guidelines:

• Do not merge accounts between the 9th–15th of each month (during the check run). This severely affects payments.
• Do not email [e-mail] (our corporate accounting team cannot assist).
• Use macro CS: Side Conversation: Email Reissues to contact the Reissues team. This will initiate a side conversation in Zendesk and direct the email to the Reissues team via Gmail. See below for more details.

Responsibilities

Consignor Relations
Verify the client’s payment address for check reissues. Update the client’s payment address in Admin, if applicable, for check reissues. Identify check number(s), if applicable. Identify check status, if applicable. Educate the client on the check fee, if applicable.	Request the reissue via the Google Form. Keep the client informed using the appropriate Zendesk macros. Confirm the status of the previously issued Site Credit commission, if applicable. Cancel Site Credit, if applicable. Confirm the status of Direct Deposit, if applicable.

Consignor Accounting Team

• Monitor the Reissues email and Side Conversation requests.
• Handle reissue requests submitted via the Google Form.
• Leave a comment on the Reissue Request spreadsheet for the Consignor Relations representative if additional information is needed.

 

Contacting Reissues through Side Conversations

To reach out to our Reissues team to assist with a failed payment, payment errors, or corrections in submission(s), please use macro CS: Side Conversation: Email Reissues.  This will initiate a side conversation in Zendesk, which will be directed to our Reissues team via Gmail.  It is important that you CC yourself on the ticket to ensure you get updates when the team replies.  

Note: We shouldn’t under any circumstances be assigning tickets to any group or individual. Client Services is to handle all communication with the client,  with guidance from our Reissues team. 

Steps	Details	Outcomes/Notes
1	Initiate Side conversation by selecting Macro: Side Conversation: Email Reissues	This action will prompt the respective tag to be added to your ticket.
2	It is important to fill out the fill details in the email before clicking Send.  Be sure to CC yourself on the side conversation to receive alerts when the team responds.	This will initiate an external Gmail communication with our Reissues team, which will be visible within your Zendesk ticket here.
4	Set your ticket On- hold and follow up within 48-72 hours.	If additional delays in response, partner with Leadership to escalate as necessary.

Commission Reminders

• Check Fee Increase: Effective January 1, 2025, the check fee is $12.50.
• Payment Schedule: Commissions are typically issued on the 15th of each month. If this falls on a weekend or holiday, payments will be issued on the preceding Friday.
• Follow the Check Run Calendar for exact dates.

Payment Method Details

• Checks: Sent via USPS standard mail. Allow up to 2 weeks for delivery.
• Site Credit: Available on the consignor’s user page and accompanied by an email notification.
• Direct Deposits: Typically post within 1–3 days after the 15th, depending on the bank. Provide the confirmation number and payment date if requested.

Additional Notes on Check Payments

• If the check is $12.50 or less, no fee is applied.
• We do not combine checks. Each reissued check is processed individually and incurs a $12.50 fee.
• Non-refundable check fee: Clients are charged the check fee for each reissue, even if:
  • The check is lost.
  • The client changes their payment method.

Example: Sally’s payment method was a check. She was charged a $12.50 fee for her August commission, which she didn’t receive. When requesting another check, a second $12.50 fee was charged, totaling $25 in fees.

Reissue Processing Timeline

• Weekly Schedule
  • Reissues are processed every Friday for approved requests received by 5 PM PST on Wednesday of the current week.
  • Requests submitted after this cutoff will be processed the following Friday.

Timeline by Payment Method

• Site Credit: Processed on Friday and available the same day. Wait until the end of the day for processing.
• Direct Deposit: Typically posts within 1–3 days. Payment status is visible on the consignor’s user page.
• Checks: Sent via USPS standard mail. Allow up to 2 weeks for delivery.

Note: We do not expedite check requests.

Urgent Reissues

Work with one of your leaders if:

• There were multiple errors on our part
  AND/OR
• The client is escalated and insistent on immediate/faster payment

Follow these steps if an urgent reissue is warranted:

1. Email [e-mail] and cc your manager. This email must include:
   1. Consignor’s email
   2. Consignor ID
   3. Reissue month + amount
2. The manager needs to reply all and confirm the reissue is approved.
3. Accounting will review the request and process within 24 hours (except Fridays)

Notes: 

• The reissue will be processed the next business day.
• Urgent requests can only be processed for direct deposit or site credit payments.

Resources & Handling

Before requesting a reissue, confirm the following with the client:

• What was the original payment method?
• What payment method would they like now?

Payment Method Paths

• Reissue as Check
• Reissue as Site Credit
• Reissue as Direct Deposit

Zendesk Macros

Macro Name	Usage
CR::Commission::Reissue::Check Request	Use to communicate with a client when one or multiple checks are requested to be reissued.
CR::Commission::Confirm Payment Address	Prompts the client to confirm the address on file is correct.
CR::Commission::Reissue::Site Credit to Check	Used when the client wants a Check instead of Site Credit - includes a reminder they will incur a check fee plus a 5% loss.
CR::Commission::Reissue::Direct Deposit to Check	Use if the client would like a check if the Direct Deposit fails. It includes a reminder of the check fee.
CR::Commission::Reissue::Denied	Use for any of the payment methods if you’re unable to reissue the payment due to: Check already cashed Site Credit used Direct Deposit was successful
CR::Commission::Reissue::Check to Direct Deposit	Alert the client the request was submitted for a DD reissue and they will forfeit the check fee.
CR::Commission::Reissue::Site Credit to Direct Deposit	Informs the client their site credit was canceled, they will lose the 5% bonus and advises of the processing time.
CR::Commission::Reissue::Direct Deposit	Used to confirm a reissue for DD when DD was the initial payout method.
CR::Commission::Reissue::Check to Site Credit	Sets expectations of non-refundable check fee and 5% bonus commission
CR::Commission::Reissue::Direct Deposit to Site Credit	Confirms DD was unsuccessful and educates on 5% bonus
CR::Commission::Reissue::Partial	Used as an add-on macro when a partial payment is issued if site credit was already used