Skip to main content
SStandShare

Resolve payment and billing questions

All Roles

This page answers common questions about payments, commissions, settlements, scholarships, and account balances in StandShare.

Missing Commissions​

Commissions not showing in family account​

Symptoms: A family member worked an event, but no commission appears in their account balance.

Possible causes and solutions:

  1. Event not settled yet. Commissions are distributed when an event is settled, not when it ends. Check the event's status:

    • Completed means the event is done but has not been settled.
    • Settled means commissions have been distributed.
    • Ask your coordinator or administrator to settle the event.

  2. Attendance not recorded. Commissions are based on attendance records. If a worker's attendance was not marked, they will not receive a commission. Ask your coordinator to verify attendance for the event.

  3. Settlement template configuration. The commission amount depends on the settlement template used for the event. If commissions seem lower than expected, the template may define a different rate than anticipated. Ask your administrator to review the template.

  4. Check the ledger. Go to your family account and view the transaction ledger. Filter by the event date to see if a commission entry exists. Sometimes the balance display takes a moment to refresh.

Commission amount seems wrong​

Symptoms: The commission amount is different from what was expected.

Resolution:

  1. Review the event's settlement details. The settlement shows how revenue was divided.
  2. Check if any fees or deductions were applied before commission distribution.
  3. Verify how many hours/shifts were credited. Partial shifts may result in partial commissions.
  4. Compare with the settlement template to understand the formula used.

Settlement Timing​

How long does settlement take?​

After an event ends, settlement is a manual step performed by a coordinator or administrator. There is no automatic timeline — it happens when the administrator initiates the process.

Typical workflow:

  1. Event status changes from Active to Completed (automatic when the event end time passes).
  2. Administrator reviews attendance and financial data.
  3. Administrator runs the settlement process.
  4. Status changes to Settled and commissions appear in family accounts.
note

If your event has been completed for several days and has not been settled, contact your coordinator or organization administrator.

Can a settlement be reversed?​

Settlement reversal is handled by administrators. If a settlement was processed with incorrect data, the administrator can make adjustments through the ledger. Contact your organization administrator if you believe a settlement was processed incorrectly.

Scholarship Payment Status​

Scholarship shows as "pending"​

Symptoms: A scholarship was awarded, but the status shows pending and no funds have been applied.

Resolution:

  1. Pending scholarships are awaiting approval or processing by an administrator.
  2. Check with your organization administrator for the expected timeline.
  3. Once approved and processed, the scholarship amount will appear as a credit in the family's account.

Scholarship amount not reflected in balance​

Symptoms: A scholarship was approved, but the family account balance does not seem to include it.

Resolution:

  1. View the family's transaction ledger and look for a scholarship credit entry.
  2. If the entry exists but the balance looks wrong, check if there are offsetting debits (fees, charges) that reduce the visible balance.
  3. Scholarship credits appear on the ledger and are factored into the running balance like any other transaction.

Balance Discrepancies​

Account balance does not match expectations​

Symptoms: The number shown as the family account balance does not match what you think it should be.

Step-by-step resolution:

  1. Open the transaction ledger. Go to the family account and view the full ledger. This shows every credit and debit in chronological order.

  2. Check for unsettled events. Commissions from unsettled events do not appear in the balance. Look at the events list for any events in "Completed" status that have not been settled.

  3. Look for fees. Organization fees, platform fees, or other charges reduce the balance. Check ledger entries labeled as fees or deductions.

  4. Review adjustments. Administrators can post manual adjustments (credits or debits). Check for any adjustment entries you may not have been aware of.

  5. Check ledger attachments. Some transactions have attachments (receipts, invoices) that explain the amount. Click on a transaction to see its details.

  6. Verify the date range. If you are comparing against a specific period, make sure you are looking at the right date range in the ledger.

tip

The balance shown is always the sum of all ledger entries. If the balance looks wrong, the answer is in the ledger. Work through it line by line to find the discrepancy.

Duplicate transactions​

Symptoms: The same transaction appears to be listed twice in the ledger.

Resolution:

  1. Check the transaction IDs — they may look similar but have different IDs (meaning they are genuinely separate transactions).
  2. If the same event appears to have generated two commission payments, this may be a settlement error. Contact your administrator.
  3. Administrators can review and reverse duplicate entries through the ledger management interface.

Common Questions​

When do I receive my commissions?​

Commissions are credited to your family account when the event is settled by an administrator. There is no fixed schedule — it depends on when your organization settles each event.

Can I withdraw my balance?​

Balance withdrawals and payouts are handled according to your organization's policies. Contact your organization administrator for information about payout schedules and methods.

Why was a fee charged to my account?​

Organizations may charge fees for various reasons (event participation fees, equipment fees, etc.). Check the transaction detail in your ledger for a description, or ask your coordinator what the fee covers.

How do I dispute a transaction?​

Contact your organization's coordinator or administrator. Provide the transaction date, amount, and description so they can look it up and investigate.

Next Steps​