What it does
Your agency's unclaimed bookings are commission records that haven't been matched to an agent yet. With this feature on, agents can browse those unclaimed bookings, find their own, and submit a claim. You stay in control: every claim comes to you for review before any payout happens.
How It Works
An agency admin turns the feature on and chooses which booking fields agents are allowed to see. Agents then get an Unclaimed bookings tab where they can search for and claim bookings. Each claim is sent to the admin to approve or deny. Approved claims are then confirmed for payout and queued for the next pay cycle.
Agents never see unclaimed bookings that are already flagged as belonging to a different agency. As soon as a claim is submitted on a booking, that booking is hidden from all agents while it's under review.
Who Can Use It
Only agency admins can turn the feature on and configure it. Once it's on, any agent within that agency can view and claim unclaimed bookings.
How to Enable It (Agency Admins)
Go to Settings, then Agency controls.
Find "Unclaimed commission" and toggle on "Allow agents to view and claim unclaimed commission."
Agents will now see an Unclaimed bookings tab under Commission.Under "Fields agents can see," check or uncheck each field.
Unchecking a field fully hides that detail from agents in the unclaimed booking tab, and removes it as a filter they can search by. The available fields are Amount received, Supplier, Confirmation number, Client, Booking name, Agent, Start date, and Booking date.Decide if you want to require documentation (like the booking confirmation with the advisor's name listed as a traveler)
Note: Many admins uncheck Confirmation number. Agents can still search by confirmation number to find their own booking, so hiding the column acts as a verification step that the booking is really theirs.
How Agents Claim a Booking
Go to Commission.
The Unclaimed bookings tab appears once your admin has turned the feature on.Find your booking.
Core booking details are prefilled to help you locate the right one. Use search or edit the filters to narrow the list.Select the booking and review the details against your own records.
Submit the claim, along with any required documentation.
You'll get a "claim is in review" email with the details for your records. The booking is hidden from other agents while your claim is reviewed.
How to Review and Pay Out a Claim (Agency Admins)
Go to the Unclaimed tab.
Incoming claim requests appear here for review.Open the request and choose to approve or deny it.
If you deny it, the agent gets a "claim denied" email and the booking returns to the pool for other agents to claim. You can undo a denial if you need to.
If you approve it, the agent gets a "claim approved" email.After approving, confirm the payout on the claim.
This officially grants the unclaimed booking to that agent and queues it to pay out in the pay cycle aligned with it's payout date eligibility.
Common Issues
An agent can't see the Unclaimed bookings tab.
The feature hasn't been turned on. An agency admin needs to enable it under Settings, then Agency controls.
An agent can't find a booking they expected to see.
The booking is either already flagged as belonging to a different agent, or another agent has already submitted a claim on it. Bookings under review are hidden until the claim is resolved.