You'd like to check your reports, but the figures aren't up to your expectations? Don't panic: there's a simple explanation!
Figures could be late
Behind your statistics report lies a complex system of data processing and aggregation that can't be done in real time. Each event (closing a conversation, transaction, etc) is stocked in a "waiting line", waiting to be transformed into a processable data.
Whenever you think the reports can be "late", it's because the "waiting line" just got longer, due to a sudden rise in the amount of data processed, for example.
Sometimes, reports can't be displayed
To a lesser extent, sometimes you can't access your reports or past conversations. This comes from a malfunction from the statistic reports, whenever it's over-solicited. In this case, the statistic report resets automatically but need a little time to be fully operational again.
There is also a catch-up service once a day to update the daily earnings based on conversations or sales.
If you notice that there is chat or sale missing in your activity, it is therefore better to wait until the next day to see the result of the catch-up.
Be careful, Sunday is a special day for this catch-up system.
Indeed, the weekly payment is calculated according to the time when the chat or sale is recorded in our database. Some conversations or sales spent on the last day of the week can thus be counted with in the following week.
You will therefore see your activity with the right number of chats and sales, but your weekly payment will be lower. Don't worry, you will receive the delta of your payment on Tuesday of the following week.
NB : Your remuneration is calculated according to your CET timezone whereas statistics are based on your time zone. As a result, some transactions may appear in your statistics but not in your earning reports yet.
For example, a transaction made on Sunday at 11pm will be displayed in your statistics at that same date. However, it will be taken into account for the calculation of the following week earnings because it is made on Monday at 6am (CET).
How does it impact my earnings?
In no way at all. The statistic report and the calculation of your earnings are not correlated, so this won't impact your earnings in any way!