How do I view chargebacks in the agent portal?
To view chargebacks, go to the Earnings tab in the agent portal and click on ‘Chargeback Report’. The Chargeback report provides a comprehensive list of all chargebacks by policy, whether outstanding, paid, or rolled up in real-time. This report will reflect any assessed chargebacks that remain unpaid.
Watch this video to learn more about how to view your chargebacks: https://vimeo.com/1008164220
By default, the chargebacks view gives you the list of chargebacks associated with the “Responsible Agent.” Toggling the include my downlines option allows you to include all agents in your hierarchy.
Watch our step-by-step video to learn how to view your downline chargebacks: https://vimeo.com/1008164084
Which downline agents have the most debt?
Go to the Team Performance tab to view which downline agents have incurred the most debt. In the Team Performance tab, go to the “Hierarchy view” and sort by “Descending” to view the most “Total created” chargebacks.
What are the different reasons for chargebacks?
- Policy Closed: The policy was canceled or lapsed due to non-payment.
- Change in Term or Coverage Amount: The chargeback was initiated due to a correction or modification in the payment terms.
- Reparenting: The chargeback was applied due to either the agent or policy being reassigned or attributed differently.
- Policy Rescinded: A policy may be rescinded for several reasons, including fraud, misstatement of health, or providing inaccurate information during the application process which results in the policy being canceled or revoked.
What are the different statuses for chargebacks?
- Outstanding: There is an outstanding chargeback amount for this chargeback.
- Rolled-up: This chargeback is no longer pending on you and has been rolled up to your upline(s).
- Paid: The payment for this chargeback has already been fully or partially settled.
How will I be notified of any outstanding chargebacks?
You’ll receive confirmation when a chargeback is successfully paid/failed, and reminders on outstanding chargebacks that have not been paid. An email and SMS are sent when the following happens:
- An outstanding chargeback payment is successful
- An outstanding chargeback payment has failed
Sent to upline:
- An outstanding chargeback is subject to roll-up by your downline 30 days before roll-up
- An outstanding chargeback is subject to roll-up by your downline 15 days before roll-up
- Outstanding chargeback is subject to roll-up by your downline on the day of roll-up
Sent to downline:
- Outstanding chargeback has been generated
- Outstanding chargeback is subject to roll-up 21 days before roll-up
- Outstanding chargeback is subject to roll-up 15 days before roll-up
- Outstanding chargeback is subject to roll-up on the day of roll-up
What are the chargeback rules at Ethos?
Chargeback rules apply across all product and comp levels. We do not pay compensation beyond 12 months.
6 months or less
- Advance Pay: 100% chargeback
- As-Earned: Prorated
7-12 months
- Advance Pay: Prorated
- As-Earned: Prorated
The only exception to chargeback rules:
- Death claim - regardless of when the death claim is approved, there is no chargeback
- Rescission - we will charge back the full amount of the compensation paid even if rescinded beyond the policy’s first 12 months.
How do I pay my outstanding chargebacks?
Pay your outstanding chargeback directly from the agent portal Homepage or the Earnings tab. Click on “Pay now” under “My outstanding chargebacks”.
To request a payment plan for the outstanding chargeback, please complete this form. You can request a plan for up to six months, with a minimum monthly payment requirement of $100
Watch our step-by-step video on how to pay your chargebacks in the agent portal: https://vimeo.com/1008163138
I have multiple outstanding chargebacks, what would be the order to pay them back?
The oldest outstanding chargeback, based on when the chargeback was created, will be paid back first. This is the case regardless of whether a chargeback was satisfied via a payment made through the agent portal or new compensation.
What happens if I don't pay my chargebacks?
If you have outstanding chargebacks that roll to your upline or remain unpaid for over 75 days, and you have not established a payment plan, you will be subject to termination and may be sent to collections. Remaining unpaid chargebacks will also be reported to VectorOne.
If your agent portal has been locked due to unpaid rolled-up chargebacks, request to roll back the debt and complete this form to have it unlocked.
Does Ethos report to VectorOne?
Yes, terminated agents will be reported to VectorOne and so will:
- Remaining unpaid chargebacks after 75 days
- All rolled-up chargebacks
How do I get off VectorOne with Ethos?
To get off VectorOne, you must first clear all outstanding debt with Ethos. This includes any personal debt you owe, as well as any debt that has rolled up to your upline. If you are an upline and have debt that has rolled up from your downline, you are also responsible for ensuring that this debt is fully paid off before you can be removed from VectorOne.
Once I pay off the debt, how long will it take for me to be removed from VectorOne with Ethos?
After you have fully paid off your debt, you will be removed from VectorOne within two business days.
Why is my ‘total created chargebacks’ less than my ‘personal chargebacks’?
In the agent portal Performance tab, the Total Created Chargebacks may show a smaller $ amount than Personal Chargebacks due to your agent hierarchy at that time.
I have outstanding chargebacks, what happens if I can’t pay the full amount?
Go to the Earnings tab to make a partial payment on the outstanding chargeback. To request a payment plan for the outstanding chargeback, please complete this form. You can request a plan for up to six months, with a minimum monthly payment requirement of $100.
How do I see if I have a payment plan?
Payment plans are not currently visible within the agent portal. If you’ve requested a payment plan, you’ll receive an email confirming the plan and be sent reminders when each payment is due.
How do I know if my immediate downline has a payment plan?
Payment plans are not currently visible within the agent portal. If they’ve requested a payment plan, you’ll be cc’d on the email confirming the plan and be cc’d on reminders when each payment is due.
What is the roll-up period for chargebacks?
You have 60 days before the chargeback is subject to the first roll-up. Subsequent roll-ups occur every 30 days after that. If the chargeback remains unpaid after the designated roll-up period, it will be passed up to the next level of responsibility.
What if my outstanding chargeback has rolled up, but I want to pay it off?
If the outstanding chargeback has rolled up, you can still pay it back by going to the Earnings tab and paying the full amount. If you want to avoid your upline paying for the chargeback, please complete this form to request that it be rolled back to you. Once it has been rolled back, please go to the Earnings tab to submit payment.
I have outstanding chargebacks, what happens if it rolls up and I earn compensation?
The agent who originated the chargeback or owned the chargeback due to roll-up will not earn future compensation until any outstanding chargeback under them or rolled-up has been paid. A long-term outstanding chargeback can also lead to being switched to as-earned (if they’re currently on advance pay).
Since Ethos releases compensation daily, compensation is applied to rolled-up chargebacks the day payment is released. You can track when your compensation is being applied to chargebacks in the agent portal Earnings tab under “Compensation Statements”.
If I pay my rolled-up chargebacks, can I request to be reinstated?
Yes, you will need to submit a formal request to be reinstated to our team by completing our form. Please note that submitting a request does not guarantee reinstatement. Our team will notify you via email as soon as a decision is made.
In the event of an agent who has had a hierarchy change, how would their debt roll?
An agent's chargebacks will roll up in the hierarchy that the policy was sold in.
How can I verify that chargebacks have been rolled up?
You can see which chargebacks have been rolled up to you and which are rolling up to you soon in the agent portal Earnings tab under “Chargeback Reports”. You can use the Chargeback Reports to verify the originating agent, the current responsible agent, the next roll-up agent, and more.
Who can be sent chargeback payment links?
You can send chargeback payment links to terminated agents within your hierarchy.
How do I send a chargeback payment link?
- Go to Performance in the agent portal and click the “Terminated agents” tab.
- Go to the 3 dots on the right-hand side of an agent's name and click “Email chargeback payment link.”
- The terminated agent will receive an email from Stripe to pay their chargebacks in full.
Why did the chargeback payment link fail?
Sending the payment link can fail if a pending invoice has already been sent to the agent. Ask the agent to check their email to pay the outstanding balance. If the agent hasn’t initiated the payment within 7 days, please send a new request.
What would be the invoice amount for the chargeback payment link?
The chargeback payment link will be sent for the full outstanding amount. If you need a link for a lower or partial amount, please contact our support team at agents@getethos.com. When reaching out to the support team, please provide the amount, the name of the terminated agent, and how much they’d like to pay.
What are the types of payment methods that can be used?
Stripe only accepts payments from linked bank accounts. Learn how you can link a bank account through Stripe here.
Once the agent receives the link and pays the debt, how long does it take to reflect in the agent portal?
Once the agent initiates the payment, it can take up to 4-10 business days for the payment to reflect on the agent portal, depending on the bank.