Peckwater Brands Payment and Invoice Investigation Policy (UK)

At Peckwater Brands, we’re committed to improving your experience and as such have created a policy for payment and invoice investigations to give you more clarity for what we will investigate, what is required from you and when you can expect a response by. Our goal is to operate a secure, transparent, and efficient payment system for the benefit of all parties involved.

We have also created FAQs . It covers common questions and may already have the information you need, making the process faster for everyone.

Minimum Investigation Requirements

We will investigate any queries that are in line with the minimum investigation requirements outlined below.

Query Type	Minimum Investigation Requirements
Discrepancy in sales values	Sales value discrepancies greater than 2.5% and £50 between Deliverect data and the sales statement you receive (based on data from delivery platforms) Please be aware that Deliverect data is not as accurate as platform data (which we use to calculate total sales on sales statements). Deliverect total sales are generally higher as it can include cancelled and duplicated orders). This is why thresholds to investigate have been set
Discrepancy between actual payment and sales statement	Differences > £5 between the sales statement and actual payout amount
Any other queries	No minimum threshold

What to do if you want to raise a query?

First, please make sure your query isn’t already addressed by the FAQs
If your query meets the minimum criteria for investigation then inform our customer support team via:
- Partner Portal
- Whatsapp (+44 (0) 7723 954692)

The customer support team will request you to fill in a form to collate more information relating to your query

Your query will be reviewed, and you should receive a response within 5 working days of submitting the form