> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mention-me.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What Needs Attention on a Customer

> Read the Needs attention cards on a customer's profile, and approve, decline or review each held reward or referral.

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](https://docs.mention-me.com/knowledge-app/customers/browse/customer-profile.md). 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](https://mintcdn.com/mentionme/fJ9L91i1eJp4McDX/images/knowledge-app/customers/needs-attention/card.png?fit=max\&auto=format\&n=fJ9L91i1eJp4McDX\&q=85\&s=860915c6f710fe98ab488ffce1493a8a)

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](https://docs.mention-me.com/knowledge-app/settings/integrations/data-feeds.md) 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](https://docs.mention-me.com/knowledge-app/customers/approval-review-sheet.md#approve).
* **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](https://docs.mention-me.com/knowledge-app/customers/pending-rewards.md#declining-a-reward).
* **Open review**. Opens the [approval review sheet](https://docs.mention-me.com/knowledge-app/customers/approval-review-sheet.md) 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](https://docs.mention-me.com/knowledge-app/customers/common-tasks/remove-gaming-suspicion.md).

## See Also

> **[Approval review sheet](https://docs.mention-me.com/knowledge-app/customers/approval-review-sheet.md)**
>
> The detail behind Open review.

> **[Pending Rewards](https://docs.mention-me.com/knowledge-app/customers/pending-rewards.md)**
>
> Every reward waiting on approval, across all customers.

> **[Fraud Review](https://docs.mention-me.com/knowledge-app/customers/fraud-review.md)**
>
> Every referral held for fraud review.

> **[Approval rules reference](https://docs.mention-me.com/knowledge-app/customers/reference/approval-rules.md)**
>
> The rules behind each reason.


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