Overview
Payouts allow you to manage how earned rewards are delivered to participants in your program. By configuring these settings, you can manage payout balances, distribution schedules, reward payout emails, and annual payment limits to ensure a smooth reward payout experience.
What we’ll cover in this article:
Before you start
You must have an Admin, Manager, or Supervisor (not program-scoped) role to setup and configure Payouts.
Ensure you have set up Reward Rules to determine who earns rewards and when.
Where to find Payouts
Rewards > Payouts
Payout Types
Referral Rock offers several payout methods, each with specific funding and setup requirements.
Gift Cards (Tango) (For detailed setup and funding requirements, visit our Tango Integration Docs)
PayPal (For detailed setup and funding requirements, visit our Paypal Integration Docs)
Wise (For detailed setup and funding requirements, visit our Wise Integration Docs)
Note: Premium options like Gift Cards (Tango), PayPal and Wise are only available on Professional Plus and Engage Plus plans.
Payouts Settings
These settings allow you to further customize how your Payouts work.
Payment History
View a detailed log of every issued payout.
Select Payment History.
Use the Filter by Date Range, Status, or Payout Type to find specific records.
Select Details next to an entry to see the full payment record, including recipient and delivery info.
Schedule Payments
Automate the issuance of payout on the schedule you choose. This will issue all eligible pending rewards for this payout type.
Select Schedule Payments.
Select the dropdown next to your desired Payout type.
Choose a frequency: Daily, Weekly, or Monthly.
Select Save.
Note: All scheduled payouts are issued at approximately 07:00 AM (12:00 UTC).
Issue by Recipient
Select Issue by Recipient to navigate to the Review Pending screen. This view lets you batch-issue pending payouts either by reward type or by recipient so you don’t have to individually issue each payment.
Use Issue by Type to review pending rewards grouped by reward type, then select Issue to pay out all pending payouts for that type at once.
Use Issue by Recipient to review pending rewards grouped by recipient, then select Issue to pay out all pending payouts for that individual at once.
Annual Payment Limits
Limit the total amount a single person can receive in a calendar year to $599, typically for tax compliance.
Select Annual Payment Limits.
Toggle Apply Annual Payments Limit to Yes for the desired payout types.
Select Save.
To approve a member for payments exceeding the limit:
Navigate to the member profile.
Select the edit properties button.
Select the Approved for excess payments option.
Note: Recipients will not receive payouts above the limit unless they are approved for excess payments. Rewards exceeding the limit will be marked as pending. Manually issuing the reward will result in a “Reward has reached payment limit. Cannot issue reward” error message. Limits reset automatically at the beginning of each calendar year.
Failed Payments and Rollbacks
A rollback occurs when external cash funds (PayPal or Wise) are returned because they went unclaimed.
PayPal: Rewards are automatically rolled back after 30 days.
Wise: Rewards are automatically rolled back after 1 week.
When Rollback Happens
The status changes to Rollback in your Payment History.
The reward reverts to Pending status so you can reissue it.
The Reward Profile view will show the rollback date, rollback amount, and rollback note (reason for the rollback).
Note: Admins receive a notification if the reward is not on an automated schedule (Reward delivery is set to issue instantly).
Issues Before Rollback
If there is an issue (such as an incorrect email) before the automatic rollback date, the reward status will not change to pending automatically. You must wait for the rollback date (30 days or 1 week) to occur before the reward is moved to Pending and can be reissued. In the meantime, update the member’s PayPal or Wise email in their member profile.
Warning: Tango Gift Cards do not have an automatic rollback process.
If a gift card is sent to the wrong email or remains unclaimed, you must contact support with the recipient's email, the amount, and your Tango Account number. Tango charges a 25% fee for cancellations that is deducted from the refund amount.
Recipient Reward Experience
Here is how your recipients will experience rewards:
Gift Cards (Tango): Sent via Tango to the email address on the user's profile.
Prepaid MasterCard Gift Card (Tango): Recipients receive an email with instructions to redeem their prepaid card.
PayPal: Funds are deposited instantly if the user has a PayPal account under the email address; otherwise, they are prompted to create one.
Wise: Recipients receive an email from your Business account to complete the transfer.
Coupons: Sent to reward recipients via email.
Custom (Manual) Reward: Recipients receive a reward email from Referral Rock. Instructions for redemption can be updated in the email as fulfillment depends on you.
What's Next?
Setup Reward Emails: Design the emails your members receive when they earn a reward.
FAQ
Why is my reward payout not sent to a member or referral?
Why is my reward payout not sent to a member or referral?
If requirements were met but the payout was not sent, your rewards are likely set to Custom (Manual). Custom rewards happen outside of Referral Rock; the platform only supports tracking for these types.
A reward was showing as sent but the member has not received it. What should I do?
A reward was showing as sent but the member has not received it. What should I do?
Verify the recipient's email address. If the email was incorrect, you can Reissue (resend) the reward to the correct contact at no extra cost.
Is a rollback the same as an unclaimed reward in terms of fees?
Is a rollback the same as an unclaimed reward in terms of fees?
No. Unclaimed means the payout was sent but not accepted within the timeframe. Rollback is the automatic return of those funds to your account after the timeframe expires.
PayPal: A $0.25 transaction fee is charged upon issuance and is not refunded.
Wise: Fees vary by transfer and currency; refundability depends on the specific payment.
Can I see the records of every payment that was rolled back?
Can I see the records of every payment that was rolled back?
Yes. You can view logs for every rollback in your Payment History.
Is there a way to create one combined payout for all the rewards a member has earned in a month?
Is there a way to create one combined payout for all the rewards a member has earned in a month?
You can bulk issue rewards on the Pending Rewards screen. Use Issue by Recipient to review rewards grouped by recipient and pay all pending amounts for that individual at once.
Can Referral Rock send a check or cash as a reward?
Can Referral Rock send a check or cash as a reward?
Referral Rock cannot issue check or cash payments directly. However, you can create a Custom Reward to issue these manually while tracking them within the platform. Alternatively, consider using PayPal, Prepaid Mastercard, or Wise.