When Faire charges marketplace commission on an order that should be 0% (Faire Direct), you file a commission change request on Faire’s website — not inside Overjoy. Overjoy can surface a dispute task and the yellow commission banner; the button and uploads live on Faire.
This guide walks through where to click, which relationship type to pick, what evidence Faire accepts, and what happens after you submit.
Before you start
You need access to your Faire brand portal (desktop website — not the Faire mobile app).
Open the retailer’s most recent order. The Request commission change button only appears there.
Decide whether this retailer is a Customer or a Lead (see below).
Gather the right evidence for that type. Wrong evidence is the most common reason requests are denied.
How to file the request
Sign in to your Faire brand portal on the web.
Go to Orders, search for the retailer, and open their most recent order.
On the right side under the retailer’s details, find the Commission field and select Request commission change.
Set the expected commission rate to 0%, then select Next.
Choose the relationship type, then select Next:
Customer — you sold to this retailer before their first Faire order with you.
Lead — you encouraged their first Faire order through your Faire Direct link.
Upload your documentation (rules below).
Optionally add a short note about the relationship.
Select Submit.
Important: After you submit, the request cannot be edited. Double-check files and relationship type before you hit submit.
If you don’t see Request commission change, you’re usually on an older order. Search the retailer again and open the order with the latest date.
Evidence rules
Customer
Upload an invoice that shows:
The date of the prior sale, and
The retailer’s identity as it appears on Faire (store name, contact name, email, or similar match).
Do not upload these for Customer requests (they’re typically rejected):
Order-history screenshots
Shipping labels
Packing slips
Payment proofs alone
Lead
Upload a dated screenshot that shows:
Your faire.com/direct link, and
The recipient (the retailer).
For the 12-month path, also include the retailer’s written reply.
After you submit
Faire typically reviews within 1 business day and emails you the decision.
Reimbursement of commission on the most recent order only happens if that order hasn’t been paid out yet, or it was placed within the last 30 days.
If the most recent order was paid out more than 30 days ago, you usually won’t get money back on that order — but future orders from that retailer can still move to 0% if approved.
Tips that save denials
Always file from the retailer’s most recent order.
Match retailer identity exactly to what Faire shows.
For Leads, make sure the Faire Direct link is visible in the evidence.
If denied, you generally can’t re-file in-product for the same retailer — appeal by replying to Faire’s decision email with better documentation.
Related
Overjoy: How to set up the Faire integration
If you have questions, reach out via chat — we’re happy to help.