Payout Issues
Payout Issues allow drivers to report a problem with an earning entry and allow admins to review and resolve it.
This workflow does not change payout accounting by itself. It is a review layer on top of driver earnings.
Driver Reporting Rules
Drivers can report issues only for earning entries with these statuses:
- Approved
- Exported To Payroll
- Paid
Drivers cannot report issues for:
- Pending entries, because they are still awaiting admin review.
- Void entries, because they were cancelled before payout.
Only one open or reviewing issue can exist for the same earning entry at the same time.
Context Snapshot
When a driver reports an issue, the system stores a historical snapshot on the issue record.
The snapshot can include:
- Earning entry ID.
- Earning type.
- Earning status at submission time.
- Amount.
- Payout batch reference if present.
- Payroll run reference if present.
- Payout channel.
- Effective date.
- Reason.
- Branch.
- Submitted timestamp.
This snapshot does not change if the earning entry changes later.
Issue Statuses
| Status | Meaning |
|---|---|
| Open | Driver submitted the issue and admin has not started review. |
| Reviewing | Admin is reviewing the issue. |
| Resolved | Admin accepted/resolved the issue with a resolution note. |
| Rejected | Admin rejected the issue with a resolution note. |
Driver Flow
- Driver opens My Earnings.
- Driver selects an eligible earning entry.
- Driver clicks Report Issue.
- Driver enters subject and message.
- Issue appears in driver Issue History.
Admin Review
Admins use Payout Issues in Delivery Financials.
Admin index filters:
- Status.
- Branch.
- Driver.
- Payout channel.
- Date.
Admin actions:
| Action | Allowed When | Requirement |
|---|---|---|
| Mark Reviewing | Issue is open | No resolution note required. |
| Resolve | Issue is reviewing | Resolution note required. |
| Reject | Issue is open or reviewing | Resolution note required. |
Stale Review Indicator
Issues in reviewing state for more than the configured threshold are visually flagged.
Default threshold:
- 7 days.
This is an operational warning only. It does not block review actions.
Troubleshooting
Driver cannot report an issue
Check:
- Entry status is approved, exported to payroll, or paid.
- Entry is not pending or void.
- Entry does not already have an open or reviewing issue.
Admin cannot resolve issue
Check:
- Issue is in reviewing status.
- Resolution note is entered.
- User has payout issue review permission.