Turned payout compliance into a support-owned playbook

Problem

Rewardful sits between the affiliate/payee and a contracted third-party payout processor. The processor lacked a clear, documented compliance process, so payees had no clear idea which documents to provide or when — creating recurring friction across managed-payout cases. Managed payouts consumed roughly 30% of the support team’s daily load.

Finding

Once the partner’s requirements were explicit, the entire payee-facing compliance flow could be standardized into a single, generalized “here’s what you provide and how,” reusable across cases.

Resolution

I wrote a full managed-payouts manual for Support: the standardized document requirements, PostgreSQL lookups to resolve payee information from the IDs the processor provides, macros and standard responses for common payee cases, and a method for tracing the events behind a given payout query.

Impact

The payout partner shared specific payee requirements, which we used to standardize the guidance and process flow on the support side; clearance time fell from 7–10 business days to 3–5 in most cases, getting payees their money substantially faster.