How to Approve Failed Rewards

💡 Important Note: This guide only applies to flow campaigns that use Extole’s upgraded Flow Builder. Check for the flow icon next to your campaign name.

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Overview

Sometimes, a participant qualifies for a reward but doesn’t receive it due to a reward rule failure. If, after review, you decide the reward should still be issued, you can manually approve it from the participant’s profile.

Common reasons for failed rewards include:

• Fraud prevention rules (e.g., high-risk IP or email)
• Low-quality business event (e.g., Converted event failed quality rules due to self-referral)
• Business logic (e.g., minimum purchase value not met)

This guide walks you through how to locate and approve a failed reward issued from a Flow campaign.

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How to Approve Rewards

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Step 1: Search for the Participant

1. Navigate to User Support > Person Search, or to Event Live View, in My Extole.
2. Enter the participant’s email address to locate their profile.
3. Click into the profile to see their campaign activity and rewards.

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Step 2: Locate the Failed Reward

1. Scroll to the Rewards section on the person’s profile.
2. Identify the failed reward associated with the campaign and event in question.
3. Expand the reward to confirm it matches the participant’s inquiry (e.g., campaign name, reward type, date issued).

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Step 3: Review Rule Results and Reward Status

1. Expand the rules for the failed reward to see further details.
2. Review which rules passed, failed, or are still pending.

• Pending Rule Example: A 7-day waiting period hasn’t elapsed yet.
• Failed Rule Example: The person’s risk score exceeded the threshold.

3. Evaluate whether the failure was justified or if the reward should still be honored.
4. If all the rules passed, double check the status of the reward itself by clicking on the reward link. In some instances, a successfully earned reward can get stuck in the “Trying to Fulfill” state due to insufficient funds, a depleted coupon pool, etc.

• To resolve this, you will need to fund the reward supplier in your Rewards Center and then go back to person’s profile and hit the Re-evaluate button on the reward.

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Step 4: Approve the Reward

1. If you choose to override the failure, click the Approve button.
2. A confirmation modal will appear. Enter a note explaining the reason for approval. Example note: ​"Approved due to support escalation — customer provided valid proof of purchase."
3. Click Confirm.

Once approved:

• The reward’s status will update to Reward Earned.
• Your note and user info will be recorded.
• All rules will now appear as passing in the reward details.

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Rewards Held for Manual Approval

A Pending Period reward rule with Does the reward require manual approval turned on holds the reward itself, not the event that triggered it. When the pending period ends, the rule does not pass on its own: the reward waits as awaiting manual approval, even when every other rule passed. Nothing is issued until someone approves that reward. The hold applies to each reward separately. When a friend converts and the campaign rewards both people, the advocate’s reward and the friend’s reward are two distinct rewards, each on its own person’s profile. Review and approve each one on its own. User Support > Approvals and Event Live View list events, not rewards. An event’s review status says whether the event was approved, not whether a reward was issued, so a Converted filter shows every conversion, including ones already rewarded. Use these screens to find a referral, then approve its rewards on the profiles. To review both rewards for one referral:

1. In Event Live View, filter to the campaign and the Converted event, then open the conversion. The event shows the advocate and the friend.
2. Click the friend to open their profile. Follow Step 2 to Step 4 above for the friend’s reward.
3. Go back to the event, click the advocate, and do the same for the advocate’s reward.

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Important Considerations

• Manual approval won’t work if:
  • The campaign has been stopped or archived
  • The reward was deleted
  • The reward supplier has insufficient funds or inventory
• If required data (e.g., name, order ID) is missing and can’t be added, you may need to issue a manual reward instead.