Unclaimed Commissions

Sometimes a supplier sends a commission payment that your back office can't tie to a booking — the reference is cryptic, the agency name on the deposit doesn't match, or the advisor never logged the trip. These "orphan" payments used to sit in the owner's inbox until someone tracked down whose booking they belonged to.

Unclaimed Commissions turns that chase around. When you switch it on, your advisors get a list of the agency's unmatched payments and can claim the ones that are theirs by attaching their booking. A confident match is attributed instantly; anything uncertain comes to you for a quick approval.

Perfect for: host agencies and teams where advisors know their own bookings better than the back office does, and where supplier deposits regularly arrive before (or without) a logged booking.

This feature is off by default. An owner or admin turns it on per agency.

How It Works

1. A supplier payment lands that isn't matched to a booking (it shows in the Commissions → Inbox unmatched list).
2. With the feature on, that payment also appears on each advisor's Unclaimed page.
3. An advisor clicks Claim this, confirms the booking details, and submits.
4. If the guest name and amount match the payment, it's claimed instantly and attributed to that advisor. If not, it becomes a claim request in your inbox.
5. You approve or reject any requests. Approving attributes the payment; rejecting returns it to the pool for someone else.

Either way, a claimed payment disappears from everyone else's list so two advisors can't claim the same one.

Payments your back office files as unclaimed

There's a second way money lands on the Unclaimed page. When you (the owner or admin) reconcile a deposit in Commissions → Inbox and the booking simply isn't in JourneyFuse, you can file the deposit as unclaimed. That clears it from your inbox with a tracked record — and the filed amount shows on the Unclaimed page with a "Filed by your agency" badge, where an advisor can claim it the same way as any other payment. Filed amounts also count toward the Unclaimed funds card on the Commissions dashboard until someone claims them.

Filed items don't expire with the hide window — filing was a deliberate decision, so they stay visible until claimed. If you reject an advisor's claim on a filed item, it returns to the Unclaimed page rather than disappearing.

Turning It On (Owner / Admin)

1. Go to Commissions → Settings.
2. Find the Unclaimed commissions section and switch it on.
3. Set Hide from advisors after — the number of days a payment stays claimable (default 30). After that window a payment drops off the advisor list and you resolve it from the inbox as usual. There's no penalty; the window just keeps stale payments from cluttering the list.
4. Save.

Once enabled, an Unclaimed item appears in the advisor portal's Commissions menu and in the main Commissions navigation, and the two claim pages go live.

Claiming a Payment (Advisor)

1. Open Unclaimed (in the Commissions menu in your portal, or the sidebar in the full app).
2. Each card shows the supplier, the amount, the statement note, and how long ago it was paid.
3. Click Claim this on the one that's yours.
4. The claim form pre-fills what it can read from the statement (reservation number, guest last name). Fill in the rest:
   • Reservation / booking number
   • Guest first and last name
   • Travel date (optional)
   • Notes (optional)
5. Submit.

What happens next:

• "Claimed — this commission is now yours." The booking name and amount matched the payment, so it was attributed to you on the spot. It also files a commission submission for your records.
• "Submitted for review by your agency." The match wasn't certain, so your agency owner reviews it first. The payment is locked to your request in the meantime.

Approving Claim Requests (Owner / Admin)

When an advisor's claim needs review, it shows up in Commissions → Inbox under Claim requests. Each row shows who claimed it, the supplier, the booking they attached, the amount, and the match score.

• Approve — attributes the payment to that advisor and removes it from the unclaimed pool.
• Reject — returns the payment to the pool so the right advisor (or you) can handle it.

You can always resolve an unmatched payment yourself from the inbox the way you do today; the advisor list is an extra path, not a replacement.

Good to Know

• Instant vs. review is decided automatically by comparing the claimed guest name and amount against the payment — the same matching the inbox already uses. There are no thresholds to tune.
• No double-claims. A payment under review or already claimed is hidden from every other advisor.
• The window only hides. Past the cutoff a payment is no longer advisor-claimable, but nothing is forfeited. Filed items stay on the Unclaimed page until someone claims them, or until you use Write off (permanently closes the item) or Un-file (returns it to your inbox to match or reconcile manually).
• Forfeiting a filed item. To write off (forfeit) a filed unclaimed item, go to Commissions → Unclaimed in the sidebar, find the item with the "Filed by your agency" badge, and click Write off. That closes it for good and records a matching write-off, so it never returns to your inbox. Filed items live on the Unclaimed page, not in the commission ledger, the ledger only lists commissions that are already matched and accepted.
• Both portals. Lite advisors claim from their portal; team-member advisors in the full app claim from the Commissions sidebar. Same flow either way.

Related

• Commission Reconciliation — matching supplier payments to bookings in the inbox
• Submitting Commissions — how advisors file commissions after a trip
• How Commissions Get Paid (Agency Owner) — the full booking-to-paid lifecycle
• Supplier Payment Behavior — auto-pay vs. claim-required suppliers