Residual commissions for sales representatives: a rep earns an ongoing percentage of the cash a lab collects from the customers assigned to them, on a declining schedule over the customer's lifetime.
Big picture
Three pieces of configuration drive everything:
Commission Plan ─assigned to─▶ Salesperson (User) ─assigned to─▶ Customer
A Commission Plan is a reusable schedule of tiers, e.g. months 0–11 → 10%, months 12–23 → 5%.
A salesperson is any user who has a plan assigned to them.
A customer points at one salesperson. All of that customer's commissionable revenue is credited to that rep, using that rep's plan.
There is no per-customer plan and no manual start date — see "effective start" below.
How Commissions are Calculated
An invoice is commissionable when all of these are true:
Requirement | Why |
Invoice is from a case | Late fees, processing fees, adjustments and external invoices are not sales |
The case's customer has a salesperson assigned | Otherwise there is nobody to credit |
That salesperson has a commission plan | Otherwise there is no commission rate |
What the commission is paid on
Commission is paid on cash actually collected, not on invoiced revenue.
Specifically, it is the amount of a succeeded payment that has been applied to a
commissionable invoice. If a payment is partial, only the applied
portion counts, so an invoice paid in three installments earns commission three times.
The basis is the full applied amount, including tax and shipping.
Only payments with status Succeeded count.
Credit memos are ignored.
Which rate applies — customer tenure
The rate comes from the rep's plan, chosen by how long the customer has been active at the moment the invoice was issued:
Effective start = the month of the customer's first case ever. It is derived, never entered by hand, so it can be before or after the date you assigned the rep.
Tenure = whole calendar months between that first-case month and the invoice's issue date.
The tier whose range contains that tenure supplies the percentage.
If no tier covers the tenure, the rate is 0%.
Note: The tenure is anchored to the customer's history, not to when the rep was assigned. Reassigning a customer to a different rep does not restart the schedule.
Timing
Commission is earned in the month the cash is collected.
The dashboard's charts and tables are based on the cash-collected month, so a payment taken today appears in this month's column immediately.
The single-month payout follows the payout convention
"commission month T pays on cash collected in month T‑1" — i.e. you run T's payout at the start of month T for everything collected the previous month.
Worked example
Plan: months 0–11 → 10%, months 12–23 → 5%.
New customer
First case in July 2026 → effective start = 2026‑07‑01.
An invoice issued 2026‑07‑18 has a tenure of 0 months → tier 0–11 → 10%.
A $144.75 payment is applied to it: $144.75 × 10% = $14.475 → $14.48
Long-standing customer.
First case in March 2025, invoice issued 2026‑07‑10:
tenure = (2026 − 2025) × 12 + (7 − 3) = 16 months → tier 12–23 → 5%
144.75 × 5% = 7.2375 → $7.24
Customer whose first case was 3 years ago
Tenure = 36 months. With only 0–11 and 12–23 tiers defined, no tier matches → 0%. Add a catch-all tier (e.g. 24–999) if commission should continue past two years.
Setting it up
Step 1 – Create a commission plan
Navigate: Settings → Customers → Sales Commissions → Add Plan.
Give it a name, then add tiers. Month offsets are 0-based and inclusive, so "months 0–11" is the customer's first twelve months.
Start month | End month | Percent |
0 | 11 | 10 |
12 | 23 | 5 |
Tiers must not overlap, and start must not exceed end — the form rejects both. Leave a gap and any tenure inside the gap earns 0%, so cover the whole range you care about.
Step 2 – Assign the plan to a salesperson
Same tab, Salesperson Plans: pick a user, pick a plan, click Assign. One plan per salesperson; "Unassign" clears it.
Step 3 – Assign the salesperson to customers
On each customer page (doctor @ office), set the Sales Rep field. That's the whole assignment — no dates, no plan.
Do this for every customer that rep should earn on, including existing ones. Their tenure is computed from their own first case, so back-dating is automatic.
Step 4 — Read the report
Financial → Sales Commissions, then pick a salesperson from the combobox.
Troubleshooting — "why is the commission zero?"
Work down this list:
The customer has no sales rep, or the rep has no plan. Both are required.
No tier covers the customer's tenure. Most common with long-standing customers when the plan only defines the first year or two. Add a catch-all tier.
The payment isn't applied to the invoice. Commission comes from payment applications. A payment sitting unapplied/on-account earns nothing until it is applied.
The payment isn't Succeeded (pending, failed or voided).
The invoice isn't Regular — fees and adjustments never earn commission.
You're looking at the wrong month. Commission lands in the month the cash was collected, not the month the invoice was issued.