How do I view chargebacks in the Agent Portal?
To view chargebacks, go to the Earnings tab in the Agent Portal and click “Chargebacks deducted” to review all chargebacks deducted from your compensation. You’ll see real-time information on all chargebacks by policy or agent (if you have downlines), whether personal or rolled up.
Watch our step-by-step video to learn how to view your chargebacks:
By default, the chargebacks view gives you the list of chargebacks associated with the “Writing Agent." Toggling the “Include all downlines” option allows you to include all agents in your hierarchy.
Watch our step-by-step video to learn how to view your downline chargebacks:
Which downline agents have the most debt?
Go to the Performance tab to view which downline agents have incurred the most debt. In the “Hierarchy view,” sort by “Descending” to view the most “Total Created” chargebacks.
What are the different reasons for chargebacks?
- Closed: The policy was canceled or lapsed due to non-payment.
- Lapsed: The policy ended due to non-payment after the grace period. Coverage can sometimes be reinstated, but it’s inactive while lapsed.
- Canceled: The policy was terminated by the client or rescinded by the insurer for reasons other than non-payment.
- Rescinded: A policy may be rescinded for several reasons, including fraud, misstatement of health, or providing inaccurate information during the application process, which results in the policy being canceled or revoked.
- Death Claim: The insured has died and the policy paid out. Coverage ended because the death benefit was fulfilled.
- Free Look Surrendered: The client canceled the policy during the free-look period and received a full refund. It’s treated as if the policy was never in force
- Initial Premium Failed: The first premium was never successfully collected, so the policy was never in force.
- Not Taken: The client didn’t accept the policy—no premium paid or policy delivery completed. Considered issued but not in force.
- Unknown: The policy ended or changed, but the system couldn’t identify the reason. Status is unclear or not recorded properly.
- Reparenting: The chargeback was applied due to the agent being moved from one hierarchy to another causing compensation to change.
- Writing Agent Changed: The selling agent was changed—either reassigned, corrected, or transferred to a new agent.
- Policy Cost Changed: The chargeback was initiated due to a correction or modification in the premiums.
- Admin Fee Changed: The policy’s admin fee was adjusted, likely due to an error or change in fee rules.
- Tier Changed: The insured’s risk class or rating tier changed, affecting pricing. Usually based on updated info or corrections.
- Age Multiplier Changed: The insured’s age-related pricing factor was corrected.
- Tier Config Changed: The internal structure of coverage tiers or pricing configuration was changed for this policy.
- Terms Changed: The chargeback was initiated due to a correction or modification in the compensation rate.
- True Up Analysis: Compensation amounts were reconciled based on actual policy performance. Overpayments are charged back or underpayments credited.
What are the different statuses for chargebacks?
- Outstanding: There is an outstanding chargeback amount.
- Rolled-up: This chargeback has been rolled up to your upline(s).
- Paid: The payment for this chargeback has been processed.
How will I be notified of any outstanding chargebacks?
You’ll be notified when a chargeback is successfully paid or a payment fails. You’ll also receive reminders on outstanding, unpaid chargebacks.
Uplines receive an email and SMS when an outstanding chargeback:
- Is subject to roll-up by your downline 30 days before roll-up
- Is subject to roll-up by your downline 15 days before roll-up
- Is subject to roll-up by your downline on the day of roll-up
Downlines receive an email and SMS when a chargeback:
- Has been generated
- Is subject to roll-up 21 days before roll-up
- Is subject to roll-up 15 days before roll-up
- Is subject to roll-up on the day of roll-up
What are the chargeback rules at Ethos?
Chargeback rules apply across all product and comp levels.
| Policy in force | Advance Pay | As-Earned |
| 6 months or less | 100% chargeback | Prorated |
| 7-12+ months | Prorated | Prorated |
The only exception to chargeback rules:
- Rescission: we will charge back the full amount of the compensation paid even if rescinded beyond the policy’s first 12 months.
How do your chargeback rules compare to other carriers?
| Ethos | Other carriers | |
| The same rules across all products and compensation | ✅ | ✅ |
| 100% chargeback | 6 months or less | 3 months or less |
| Prorated chargeback | 7-12+ months | 4-9 months |
How do I pay my outstanding debt?
Pay your debt directly from the Agent Portal homepage or the Earnings tab. Click “Pay now” under “Current outstanding debt.” To request a payment plan for the outstanding debt, please complete this form. You can request a plan for up to six months, with a minimum monthly payment requirement of $100.
Watch our step-by-step video on how to pay your debt in the Agent Portal:
I have multiple outstanding chargebacks, what would be the order to pay them back?
The oldest outstanding chargeback, based on when the chargeback was created, will be paid back first. This is the case regardless of whether a chargeback was paid through the Agent Portal or with new compensation.
What happens if I don't pay my debt?
If you have outstanding debt that rolls up to your upline or remains unpaid for over 75 days, and you have not established a payment plan, you will be subject to termination and may be sent to collections. Outstanding unpaid debt will also be reported to Vector One.
If your Agent Portal has been locked due to unpaid rolled-up debt, request to roll back the debt and complete this form to have it unlocked.
Does Ethos report to Vector One?
Yes, any unpaid debt that rolls up to the upline can result in account freeze, termination, and potential Vector One reporting. This includes:
- Debts that remain unpaid for more than 75 days
- All rolled-up debts
How do I get removed from Vector One with Ethos?
To be removed from Vector One, all outstanding debt with Ethos must be paid in full. This includes:
- Your own personal debt, which will roll up after 60 days if unpaid.
- Rolled-up debt from downline agents in your hierarchy, which will roll up after 30 days.
If you're an upline, you're responsible for paying any rolled-up debt from agents in your hierarchy. All debts—whether personal or rolled up—must be cleared before removal from Vector One can be initiated.
Once I pay off the debt, how long will it take for me to be removed from Vector One with Ethos?
After you have fully paid off your debt, you will be removed from Vector One within two business days.
Why is the amount of my Total Created chargebacks’ less than my Personal chargebacks?
In the Agent Portal Performance tab, the “Total Created” chargebacks may show a smaller dollar amount than “Personal” chargebacks due to your agent hierarchy at that time.
Debt payment plans
I have outstanding debt, what happens if I can’t pay the full amount?
Go to the Earnings tab to make a partial payment on the outstanding debt. To request a payment plan, please complete this form. You can request a plan for up to six months, with a minimum monthly payment requirement of $100.
How do I see if I have a payment plan?
Payment plans are not currently visible within the agent portal. If you’ve requested a payment plan, you’ll receive an email confirming the plan and be sent reminders when each payment is due.
How do I know if my immediate downline has a payment plan?
Payment plans are not currently visible within the agent portal. If they’ve requested a payment plan, you’ll be cc’d on the email confirming the plan and be cc’d on reminders when each payment is due.
Debt roll-up
What is the roll-up period for debts?
You have 60 days to repay a debt before it rolls up to the next level. After that, additional roll-ups occur every 30 days. If the debt remains unpaid, it continues moving up the hierarchy. All agents in the hierarchy where the debt has rolled up are responsible for repayment.
What if a debt rolled up, but I want to pay it off?
Even if your debt has rolled up to another level, you can still take responsibility for it. Just fill out this form to request that the debt be rolled back to your account. Once it’s reassigned to you, go to the Earnings tab to submit payment.
I have outstanding debts, what happens if they roll up and I earn compensation?
The agent who originated the debt or owned the debt due to roll-up will not earn future compensation until any outstanding debt under them or rolled-up to them has been paid. A long-term outstanding debt can also lead to being switched to As-Earned if you’re currently on Advance Pay.
Since Ethos releases compensation daily, compensation is applied to rolled-up chargebacks the day payment is released. You can track when your compensation is applied to chargebacks in the Agent Portal Earnings tab’s “Chargebacks deducted” section. Just click the tab to view full details.
If I pay my rolled-up debt, can I request to be reinstated?
Yes, you will need to submit a formal request to be reinstated by completing this form. Please note that submitting a request does not guarantee reinstatement. We will notify you via email as soon as a decision is made.
If an agent has had a hierarchy change, how would their debt roll up?
An agent's debts will roll up in the hierarchy that the policy was sold in.
How can I verify that debts have been rolled up?
You can check the Agent Portal Earnings tab. Click “Chargebacks deducted” to view all paid chargebacks. And, use the “Roll-up risk to you” section to see the debts that are rolling up soon. You can verify the writing agent and more.
Terminated agent debt
Who can be sent chargeback payment links?
You can send chargeback payment links to terminated agents within your hierarchy.
How do I send a chargeback payment link?
- Go to the Performance tab in the Agent Portal and click the “Terminated Agents” tab.
- Click the three-dot menu in the far right column, then click “Email chargeback payment link.”
- The terminated agent will receive an email from Stripe to pay their chargebacks in full.
Why did the chargeback payment link fail?
Sending the chargeback link can fail if a pending invoice has already been sent to the agent. Ask the agent to check their email to pay the outstanding balance. If the agent hasn’t initiated the payment within seven days, please send a new request.
What is the invoice amount for the chargeback payment link?
The payment link will be sent for the full outstanding balance. If a lower or partial amount is preferred, please contact our support team at agents@getethos.com. Include the amount, the name of the terminated agent, and the specific amount they’d like to pay.
What payment methods can be used?
Only payments from linked bank accounts can be accepted. Learn how you can link a bank account through Stripe.
Once the terminated agent receives the link and pays the debt, how long does it take to register in the Agent Portal?
Once they initiate the payment, it can take up to 4-10 business days for the payment to register in the Agent Portal, depending on the bank.
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