When to Use This
You want to see all accounts still waiting to complete
You need to understand how much potential revenue is in your pending pipeline
You want to identify accounts that might be at risk of canceling
You need to review clawback amounts affecting your reps
You want to track which reps have the most pending accounts or clawbacks
You're analyzing cancellation patterns to improve sales quality
Who Can Access These Reports
The Pending Service and Clawbacks reports require admin-level access. Reps can see their own pending accounts and clawbacks in their personal My Sales view.
Understanding Pending Service
Pending service accounts are sales that have been made but haven't fully completed yet. These accounts represent potential future revenue, but they also carry risk since they could cancel before completion.
Accessing the Pending Service Report
Make sure you're in admin view. Click "Switch to Admin" in the upper right corner if needed.
Click on "Reports" in the left-hand menu. This expands to show the report subtabs.
Click on "Pending Service." This is one of the final subtabs in the Reports section.
Understanding the Pending Service Overview
At the top of the report, you'll see key metrics about your pending pipeline:
Review the summary statistics:
Total Pending Accounts – The count of all accounts not yet complete
Service Accounts – Pending accounts categorized as service-based
Installed Accounts – Accounts that are installed but awaiting final steps
Total Pending Value – The combined value of all pending accounts
Sales Rep with Most Pending – The rep with the largest pending pipeline
Use these numbers to assess pipeline health. A large number of pending accounts could indicate strong sales, but it also means more potential exposure to cancellations.
Viewing the Pending Customer List
Below the summary, you'll find a detailed list of all pending accounts.
Scroll down to the customer list. This table shows every pending account.
Review the columns:
PID – The unique identifier for each account
Customer – The customer's name
Sales Rep – The rep who made the sale
Gross Account Value – The total value of the account
Age – How long the account has been pending
Status – Current status in the completion process
Other details as available
Pay attention to account age. Older pending accounts may be at higher risk of canceling. Accounts that have been pending for an unusually long time may need follow-up.
Filtering the Pending Service Report
To focus on specific data:
Click the "Filter" button.
Apply filters such as:
Provider – Filter by specific product providers
Sales Rep – See pending accounts for a specific rep
Account Age – Focus on accounts pending longer than a certain time
Office – View pending accounts for a specific location
Click "Apply" to update the list.
Reset filters when done to return to the full view.
Adjusting the Row Count
If you have many pending accounts:
Look for the row count option. This is typically near the list.
Select a higher number (like 100). This lets you see more accounts without paging through.
Exporting Pending Service Data
Click the "Export" button.
The data downloads as an Excel file. The export includes all pending accounts matching your current filters.
Use the export for analysis. Track pending accounts over time, create aging reports, or share with your operations team.
Understanding Clawbacks
Clawbacks occur when commissions or overrides that were already paid out are taken back because an account canceled or didn't complete as required. Clawbacks are deducted from future paychecks.
Accessing the Clawbacks Report
Make sure you're in admin view. Click "Switch to Admin" in the upper right corner if needed.
Click on "Reports" in the left-hand menu.
Click on "Clawbacks." This shows all clawback activity.
Understanding the Clawbacks Overview
At the top of the report, you'll see a summary of clawback impact:
Review the overall clawback totals. This shows how much money has been clawed back across the organization.
Understand the impact on your company. High clawback amounts may indicate issues with lead quality, sales practices, or customer follow-up.
Viewing Clawback Details
The main section shows detailed information about each clawback.
Review the clawback list. Each entry shows:
PID – The account that canceled
Customer – The customer's name
Rep – The rep whose commission was clawed back
Clawback Amount – How much was taken back
Date – When the clawback occurred
Original Payment – The original commission that was paid
Click on a PID for more details. This opens the full account information to understand what happened.
Filtering Clawbacks
To focus on specific clawback data:
Filter by rep. See clawbacks for a specific sales rep.
Filter by date or month. Focus on clawbacks from a specific time period.
Filter by office. View clawbacks for a specific location.
Apply filters and review the results.
Exporting Clawback Data
Click the "Export" button.
Download the clawback report. This creates an Excel file with all clawback details.
Use for analysis. Track clawback trends, identify reps with high clawback rates, or prepare reports for leadership.
Understanding Reconciliation
Reconciliation is the process of reviewing and adjusting accounts to ensure all payments, clawbacks, and balances are accurate. The Reconciliation report shows any reconciliation periods that have been set up.
Accessing the Reconciliation Report
Make sure you're in admin view.
Click on "Reports" in the left-hand menu.
Click on "Reconciliation."
Viewing Reconciliation Data
Review any active reconciliation periods. If reconciliations have been set up, you'll see:
Reconciliation period dates
When reconciliation was executed
Positions and overrides affected
Amounts reconciled
Export reconciliation data if needed. Click "Export" to download reconciliation details to a file.
Note: If no reconciliation periods have been set up, this section may be empty.
Using These Reports Together
Pending Service, Clawbacks, and Reconciliation reports work together to give you a complete picture of pipeline risk and financial adjustments.
Pending Service tells you:
What revenue is waiting to be realized
Which accounts might be at risk
How long accounts have been pending
Clawbacks tell you:
How much has been taken back
Which reps are most affected
Which accounts canceled after payment
Reconciliation tells you:
What adjustments have been made
How accounts have been trued up
What reconciliation periods are in effect
Tips and Common Mistakes
Monitor pending account age. Accounts pending for a long time are at higher risk of canceling. Set up regular reviews of aged pending accounts.
Track clawbacks by rep. If certain reps have consistently high clawbacks, it may indicate a need for coaching on qualifying customers or following up on pending accounts.
Use clawback data for training. Understanding why accounts cancel helps you train your team to prevent future cancellations.
Export data regularly. Keep records of pending accounts and clawbacks over time to identify trends.
Follow up on old pending accounts. Don't let accounts sit in pending status indefinitely. Work with your operations team to move them toward completion or identify issues.
Communicate with reps about clawbacks. When a clawback affects a rep's pay, let them know which account canceled and why. This helps them understand their pay stub and learn from the situation.
Consider clawback timing. When a rep leaves the company, consider their pending accounts. If accounts cancel after they leave, collecting clawbacks becomes difficult.
Balance risk and reward. A high number of pending accounts means potential revenue but also potential exposure. Use these reports to understand and manage that balance.
Common Questions
Why do clawbacks happen? Clawbacks occur when an account cancels after the rep has already been paid. Since the sale didn't complete, the commission is taken back.
How long can an account be pending before it's a concern? This varies by industry and product. In general, accounts pending longer than your typical completion timeline should be reviewed.
Can clawbacks make a rep's pay negative? Yes, if clawbacks exceed earnings in a pay period, the rep can have negative pay. Admins typically move negative amounts to the next payroll period rather than having the rep owe money immediately.
How can I reduce clawbacks? Focus on qualifying customers properly, setting realistic expectations, and following up on pending accounts. Analyze clawback patterns to identify common reasons for cancellation.
What happens to pending accounts when a rep leaves? The accounts remain in the system and will still pay out when they complete. However, if the rep's payroll is stopped, payments will accumulate until payroll is restarted or the situation is resolved.
What to Do Next
Now that you understand Pending Service and Clawbacks, explore these related topics:
Company Reports – See overall company performance
Sales Reports – Review all account data
Payroll Reports – See how clawbacks affect payroll
Suspending or Stopping Payroll – Handle departures with pending accounts
If you have questions about pending accounts, clawbacks, or reconciliation, reach out to your admin or our support team and we'll be happy to assist!