Create agent payout statements to record which bookings and adjustments are being paid out to each advisor in their current pay period.
Prerequisites
(Optional) You've added any agent adjustments.
Steps
Navigate to the Commission page from the main navigation.
Click the Due payouts tab to see all payouts ready for payment.
Review the summary showing total amount due to agents and the agency
- Check the list for any payout that shouldn't be paid, such as commission on a cancelled booking. Remove it before you click Pay agents. Every due payout is included when you submit. See "Troubleshooting: A payout is in Due payouts that shouldn't be paid" below.Click Pay agents in the upper-right corner.
Enter a payout statement name (e.g., "January 2025 Payout").
Each agent's statement will be named with this base name plus a number (e.g., "January 2025 Payout - 1", "January 2025 Payout - 2").
Select the paid date (when the payouts will be processed).
(Optional) Toggle Send payout email to notify all agents via email when creating the statements.
(Optional) If sending email, enter a custom note that will be included in all emails.
Review the summary showing the following detals to ensure everything looks correct:
Total amount to be paid out
Number of agents who will receive payout statements
Total number of bookings
Total number of adjustments
Click Submit.
Payout statements are created for all agents with due payouts, and their commission payouts are marked as paid. If you enabled email notifications, each agent receives an email with their payout statement. Example below:
Next Steps
Congrats! You've successfully reconciled commission and paid out your agents for this pay period.
Downloading payout statements
Agency owners and admins can export a payout statement directly from Commission → Payout Statements using the Export button.
Individual advisors can view their payout statements but do not have an Export button on this page.
Workaround for advisors: To get a CSV of your commission line items, go to Reporting → Your Sales and Expected Commission, filter by the relevant date range, scroll to the bottom of the page, and download the all-bookings report as a CSV.
Troubleshooting: Commission not appearing in Due payouts
If a booking isn't showing up in the Due payouts tab, work through these checks in order:
Has a supplier payment been logged for this booking?
A commission only becomes available for agent payout after you've reconciled a supplier payment against it in the Commission Reconciliation dashboard. Changing the "Eligible for Payout" date has no effect until this step is complete.
→ Go to Commission → Reconciliation, find the booking, and confirm a payment has been logged. If you opened the booking to log a payment but didn't select Confirm payout, the payment wasn't saved. Open the booking again and select Confirm payout to log it.Is the "Eligible for Payout" date set to today or earlier?
Even after a supplier payment is logged, the agent's payout will appear as On Hold until the eligible date arrives. If needed, find the booking in the Agent Payouts tab and update the date.
Check your filters.
Make sure no date range or agent filter is hiding the commission from view.
Troubleshooting: A payout is in Due payouts that shouldn't be paid
A payout is due once its Eligible for Payout date arrives, whether the booking is booked or cancelled. If a commission payment was logged or imported on a cancelled booking, its agent payout stays in Due payouts until you remove the payment.
If no commission was actually received for the booking, delete the payment:
Go to Back Office > Bookings and open the booking.
In the Commission section, find the received payment and click the trash icon.
Confirm when prompted.
Deleting the payment also deletes its agent payouts, so the amount drops out of Due payouts right away.
If commission was received and the agent is owed it, leave the payout in place. A cancelled non-refundable booking can still pay commission.
If the trash icon is greyed out, one of these applies:
The supplier statement for this payment is closed or approved. Reopen the statement, delete the payment, then close the statement again.
The payout is already on a payout statement. Delete the statement first, as described in "Correcting a payout error" below, then delete the payment.
Your host agency has already paid out this commission. Contact Tern support.
Need to hold a payout for now instead? Go to the Agent Payouts tab, find the booking, and change its Eligible for Payout date to a later date. The payout moves to On Hold and leaves Due payouts.
Note: Holding only delays the payout. It comes back in Due payouts when the new date arrives. Marking the booking as not commissionable doesn't remove the payout either.
Correcting a payout error
If you notice an error after creating payout statements, you have two options:
1. Delete the statement - If the statement is still open (not yet closed or approved), click the three-dot menu on the statement and select Delete. This removes the statement and returns all commission payments to the Due Payouts queue. If one of those payouts should never have been paid, such as commission on a cancelled booking where no commission was received, delete that booking's commission payment before you create the statement again. See "Troubleshooting: A payout is in Due payouts that shouldn't be paid" above.
2. Add an adjustment - If the statement has already been closed, reopen it first, then add a negative adjustment to correct the error. See: Add adjustments to agent payouts.
To dig deeper, check out our advanced commission reconciliation guide.
FAQs
I'm an agent and my payout shows "On Hold" - what do I do?
"On Hold" means your agency has not yet completed the steps to release your payout. This usually happens when your agency admin has not reconciled the supplier payment or when the eligible-for-payout date is still in the future. Contact your agency owner or admin and ask them to check the supplier statement reconciliation for your booking. You cannot resolve this yourself — supplier statement management is an admin-only function.
Why is a cancelled booking's commission showing as ready to pay?
Cancelling a booking doesn't remove commission that was already logged on it, and payout status doesn't check booking status. To remove the payout, delete the booking's commission payment. Do this only if no commission was actually received. See "Troubleshooting: A payout is in Due payouts that shouldn't be paid" above.