Not every “please check commission” message is a valid query.
This article explains what qualifies as a genuine commission query and what doesn’t, so we can resolve issues quickly instead of chasing vague requests.
A commission query is valid if:
The contract is live and has been for at least 90 days 🗓️
You’ve checked your latest commission statement and the sale is genuinely missing 📄
You can provide:
The MPAN/MPRN
The date of submission
The supplier
These details allow us to trace the sale directly in supplier statements and reconciliation reports.
This has become a frequent source of noise, so please follow the steps below before raising a ticket.
A payment may look unfamiliar at first glance, but in almost every case the broker has simply misfiled or overlooked their own deal.
Before raising anything, please check:
Search your own deal list thoroughly; most “unknown” payments turn out to be yours.
Check the commission statement attached to the payment email; it includes a full line-item breakdown.
Verify the MPAN/MPRN, business name and supplier against your own submissions.
If you manage multiple clients with similar names, double-check your folders and CRM entries.
Only raise a ticket if you have checked the above and still have evidence it is incorrect.
If you genuinely believe the payment is not yours after these checks, include:
• MPAN/MPRN
• Business name
• Supplier
• Why you believe it is incorrect
🧠 Important: Queries raised without completing these checks may be auto-closed.
Most “wrong payment” tickets resolve themselves within minutes once the broker reviews their own folders.
A query will be closed automatically if:
You haven’t checked your own statement yet 🙃
The sale is still in Submitted, Pending Live, or Error status
The query is just “pls check commission” or “was this paid yet?” or "just check it" with no details 💤
You’re asking about reconciliation for a sale before 6 months of the one-year anniversary date, or a final reconcile before the end of the contract
You’re referring to a deal that was cancelled, rejected, or failed credit ❌
Before you raise a ticket, confirm:
The sale has gone live.
It has been more than 90 days since the live date.
It is not yet within the 6-month pre-anniversary or final-reconcile window.
You’ve verified it’s not on your current statement.
If all apply — then yes, it’s valid.
Always check the Commission Schedules & Payout Splits KB before raising anything.
Commission statements accompany each payment and include a full line-item breakdown — use these to check before raising a ticket.
Use your commission statements and first; most “missing” commission is already visible there.
Raise the ticket as Low/Normal Priority unless it’s a confirmed underpayment.
Either One MPAN/MPRN per ticket or a neat numbered list.
And please, resist the urge to raise a ticketing saying “just check it - i am not IT consultant" ☕
Q: The supplier says it’s live — can I raise a query?
Not yet. Wait for at least 90 days post-go-live before chasing.
It’s highly likely the commission will arrive within this window. Patience is a free resource — use it. 😌
Q: Why can’t we have a portal to log in and check commissions?
Sadly, we don’t currently have that functionality (nor do the suppliers we work with).
However, the statements and detailed reports you already receive are comprehensive enough for tracking and reconciling your earnings.
Q: Can I message Arpit directly on WhatsApp?
No — that era has ended. The BOS GHOST WhatsApp number is outbound-only for automated updates (pricebooks, tickets, and status alerts).
Messages sent there disappear into the API void, never to be seen again 👻.
If you try to message Arpit personally, it’ll have the same result — total silence.
Raise a ticket instead; at least that one gets read. 📬
| Situation | Action |
|---|---|
| Sale live >90 days and missing from latest statement | ✅ Raise a Low-priority ticket |
| Sale not yet live / still in error | ❌ Wait – not commission-eligible |
| Query within 6 months of anniversary or end of contract | ❌ Too early for reconciliation (see KB) |
| Generic “pls check commission” | 🚫 Auto-close |
| Missing statement | 📧 Check your email — each payment includes a breakdown (from commissions@businessoverheadsolutions.co.uk) |
| Request for commission portal | ℹ️ Not available – use detailed reports instead |
| Messaging Arpit on WhatsApp | 👻 Vanishes into the void — raise a ticket instead |
| Multiple MPANs in one ticket | ❌ Separate into one per site |