Use this guide to submit a commission enquiry when a commission payment is missing, incorrect, or requires investigation by the Commissions Team.
Submit a commission enquiry via the Helpdesk
Use the Helpdesk in Mercury Nexus for most commission enquiries.
Access the Helpdesk
Log in to Mercury Nexus.
Click the Get Help icon.
A chat window will open.
Start your enquiry
Type “Commissions” or enter your commissions-related question.
Review any related articles that appear.
3. If you still need help, select Ask the team to start a chat with the Commissions Team.
Provide the required details
The Helpdesk will prompt you for information, including:
Client name
Lender
Loan account number
Loan amount
Settlement date
This information helps the Commissions Team investigate quickly and accurately.
After you submit your enquiry
You will receive a notification in Mercury Nexus when the team replies.
If you are not logged in, the response will be emailed to you automatically.
Note: If you cannot access the Helpdesk, email [email protected] to create a ticket.
Submit a commission enquiry about trail commissions
If your enquiry relates to trail commission, you can raise it directly from the relevant loan account.
Open the Commissions tab in Mercury Nexus.
Select Loan accounts from the left-hand menu.
Highlight the loan account you want to query.
Click New enquiry.
A pre-filled chat box will open with loan and commission details. Review the information and click Send when ready.
Need help?
If you need help submitting a commission enquiry, contact your Partnership Manager or email [email protected].