Agency Partner Success and Support

Sendcloud Team is committed to your success and growth as our agency partner.

How to Get in Touch

Lead Registration: To submit a lead, please fill out the lead submission form located in your PartnerStack dashboard.

Demo Requests: For leads shipping 50+ parcels per month, our Sales team will reach out to offer a demo after you submit the lead — no need to request a demo separately.

Technical Support: Please open a ticket in the user’s account on the Sendcloud platform, and one of our support agents will follow up.

Program Questions: For questions about the program, missing leads, or commissions, please message us via PartnerStack, and we will respond as soon as possible.

Payouts & Invoices: For questions about payout methods, invoices, or tax forms please contact PartnerStack support.

For any other questions, please contact us via Messages on PartnerStack.

FAQs and Helpful Information

My referral purchased a paid Sendcloud plan, when do I get a commission?

You’ll begin receiving a commission once the client has been on a paid subscription plan for one full calendar month and has shipped at least 10 parcels within a month. Please note that we update user subscription and commission information in PartnerStack during the first week of each month.

My client has had a paid subscription for many months, why am I not getting a commission?

The most likely reason is that they haven’t shipped 10 parcels in a single month yet. If you believe this is incorrect, please send us a message on PartnerStack, and we’ll be happy to look into it for you.

Why don’t I get a commission for my referred customer anymore?

This could be due to one of the following reasons:

• The customer cancelled their subscription plan.

• We pay a commission for the first two years of a customer’s subscription with us, so you may have reached this commission limit for that particular client.

How do I claim a referral who has already created an account or purchased a subscription?

If your referral has created an account, you have a 14-day window to claim the referral while they are still in their trial period. Complete the lead submission form within this period. After 14 days, if the referral has not been claimed, the system will automatically reject the lead and assign it a disqualified status.

I provide services to an existing Sendcloud user, will I get a commission on their subscription?

We do not provide commissions for existing customers. Instead, you are compensated directly by the customer for the services you offer them.

My lead status is disqualified, what is the reason for that?

There are several potential reasons for a lead to be marked as disqualified. Some common ones include:

• Our team has an active open deal with them.

• Another partner has already claimed this lead.

• The lead already has a paid subscription with us.

My lead status is closed lost, what is the reason for that?

This status means that while our team actively worked on the deal, we were unable to convert the lead into a paying customer at this time.

I cannot submit a lead; the lead section is locked in my menu. How do I unlock it?

This could be due to one of the following reasons:

• New Partner: If you’re a new partner, you’ll need to complete our Partner Program Certification to gain access to the lead submission form.

• Access was previously available: If you had access to the form before and it is now locked, you’ll need to review and accept the latest version of our Program Terms. Once you do, the lead submission form will unlock automatically.

I would like to talk to someone before submitting a lead. How do I get in touch?

Lead registration is a mandatory step in the process. Please fill out the lead submission form and include a note in the form requesting that our Sales team contact you before reaching out to the client.

How do I become a Premium Partner?

To qualify as a Premium Partner, you must have referred at least five customers who have purchased a paid subscription with us. To maintain Premium status, you must continue referring at least one new customer who subscribes to a paid plan during each review period.