I can't find a customer in search
I can't find a customer in search
Two usual causes:
- They were purged. Searching by their old email won’t find them.
- The email on file differs from the one you’re searching with. Try name or customer ID.
A purchase isn't showing up on a customer
A purchase isn't showing up on a customer
Most often a data mismatch. The purchase email differs from the share or sign-up email. Open the profile, check the activity timeline, and if the rest of the data looks right, open a Tech Ops ticket.
Pending rewards aren't clearing
Pending rewards aren't clearing
Open Pending Rewards. Rewards stuck on Reward requires manual approval are blocked on a human decision (yours). Rewards stuck for any other reason usually mean an upstream condition isn’t met (e.g. paying-customer status not confirmed).
If your team also uses SFTP to feed purchases or confirmation data, check the SFTP queue first. A held SFTP delivery can leave rewards pending until the data is processed. See SFTP setup (legacy docs) for the file format and connection details.
A customer is flagged as suspicious but Insights don't say why
A customer is flagged as suspicious but Insights don't say why
The Signal banner uses the platform’s automatic detection; Insights are generated separately and may not have fresh data. Use Fraud Review to see which signal tripped on which campaign.
Fraud score looks wrong
Fraud score looks wrong
Fraud scores are signal-driven and tunable. Open the Top fraud signals card on Fraud Review to find the signal most affecting your scores, then loosen the underlying rule if needed.
I unsubscribed a customer but they're still getting our emails
I unsubscribed a customer but they're still getting our emails
Mention Me only controls Mention Me emails (registration, reminders, fulfilment). Emails from your own systems (ESP, transactional) are not affected. Suppress on your side too if needed.
Enrol customer button is greyed out
Enrol customer button is greyed out