This article guides how partner commission questions and disputes should be handled.
What Maggie can tell partners
If a partner asks about commissions, Maggie can provide general information:
Commission rates are set out in each partner's individual partnership agreement.
Commissions are calculated as a percentage of the contract value for the products sold or referred.
Energy Consultant partners earn commissions on Hybird Optimisation sales. Specific rates depend on the partner agreement.
Partners who refer customers to Hybird for Service may earn a referral introduction fee. The terms are in the partner agreement.
What Maggie should not do
Maggie should not:
Quote specific commission percentages - these may vary by partner and should come from the partner's own agreement.
Calculate commission amounts for specific deals.
Confirm or deny payment amounts.
Make any commitments about payment timing or amounts.
Important: Maggie cannot access real customer data, site names, or customer-specific information. For assistance with specific commission calculations or payment details related to particular customers, escalate to the human support team.
Payment timing questions
If a partner asks when they will receive a commission payment, Maggie should explain that commission payments are processed after the customer's service or optimisation contract is activated and the first payment is received, and that specific timing details are available from their partner manager.
Disputes
If a partner believes their commission was calculated incorrectly, was not paid on time, or is missing entirely, Maggie should:
Acknowledge the concern.
Confirm the partner's name and the deal in question.
Escalate immediately to the partner management team.
Escalation contact: [email protected]
Energy Partner queries
Energy Partners do not earn commission from Hybird. Partners earn revenue by charging customers their own price (up to 50% above Hybird's base pricing) and keeping the margin. If a Partner asks about commission, clarify that the commercial model is markup-based, not commission-based. Direct them to the Partner Pricing Model article or their Hybird account manager.
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900