What Needs Attention on a Customer

When a reward or referral for a customer is waiting on your team, it appears as a Needs attention card on the Overview tab of their profile. There is one card per item, and each one explains in plain language why it’s held and who gets what once it’s approved.

Needs attention card reading Reward for being referred by Alice Referrer needs approval, with the campaign, both rewards, the order, and Open review, Decline and Approve — A Needs attention card for a referee's reward

Reading a Card

Part	What it tells you
Heading	What is held, and the friend on the other side. For example, “Reward for referring Drew Friend needs approval” or “Referral from Sam Smith is held for fraud review”. The friend’s name links to their profile.
Date	When the item was created.
Why it’s held	The campaign (linked) and the reason. A reward may simply require manual approval, or be held back because, for example, the two customers used the same IP address, the fraud score is above the campaign’s limit, or several referrals came in within a short time.
Who gets which reward	What this customer gets once it’s approved. If they’re the referee, it also says which reward their referrer can then get. Reward names link to the campaign.
Order	The order behind the referral: reference, total, date, and how many more orders there are. A purchase your team added by hand shows as Added manually.

A reward may also show Waiting for eligibility confirmation. That means your eligibility data feed has run recently but hasn’t processed this reward yet. You can wait for the feed, or decide now.

Acting on a Card

Approve. Approves the item straight away. If the referral is held for fraud review and its reward needs manual approval, you’re asked whether to Approve and issue reward or Approve only. See Approval review sheet.
Decline. Opens the decline dialog, with an optional note for your team and a choice of Decline silently or Decline and notify. See Declining a reward.
Open review. Opens the approval review sheet on this item, with its orders and notes, before you decide.

Approve, Decline and Open review work the same way whether the item is held for fraud review or needs manual approval. When you approve, the toast tells you the real outcome. If your fraud rules stop the approval, you’ll see Not approved and the item stays on the profile, rather than a success message.

Other Cards

Several items of one kind. When a customer has more than five rewards needing approval, or more than five referrals held for fraud review, they’re grouped into one card, such as “8 rewards need your approval”. Click Review all to work through them in the review sheet.
Skipped by eligibility feed. Your eligibility feed skipped a pending reward. The card shows the feed’s reason. Click Open review to decide on it yourself.
Marked as suspected of gaming. Sits above the other cards when the customer is marked as suspicious and can still share. See Mark or remove a gaming suspicion.

Approval review sheet

The detail behind Open review.

Pending Rewards

Every reward waiting on approval, across all customers.

Fraud Review

Every referral held for fraud review.

Approval rules reference

The rules behind each reason.

Getting Started

Customers

Campaigns

Reporting

Settings

Integrations

What Needs Attention on a Customer

Reading a Card

Acting on a Card

Other Cards

See Also

Approval review sheet

Pending Rewards

Fraud Review

Approval rules reference

​Reading a Card

​Acting on a Card

​Other Cards

​See Also

Approval review sheet

Pending Rewards

Fraud Review

Approval rules reference

Reading a Card

Acting on a Card

Other Cards

See Also