It falls back to whatever your rules of engagement or commission rules say. If they don’t exist, time to make some. They don’t need to be complicated and aren’t going to cover 100% of every weird scenario that might come up.

I’d sit down with the salesperson and see where this one fell through the cracks. Did he just simply not call them, were they mis qualified, or did he simply have too many other higher priorities. Use these situations to improve the process. At the end of the day one commission isn’t going to make or break you but not having a good sales process and well trained sales people will.

I tried a few and they all kinda sucked. Overpriced and offered mostly advice that was pretty useless. I am sure there are good ones but I haven’t found them.