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The Consumers section of Shift is where you find a single Consumer and reconstruct everything that happened on their account: which Offers were displayed, which Rewards were generated, which payouts went out, and whether their bank connection is healthy. Use it to answer a support ticket, audit a disputed Cashback, or debug an integration.

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Find a Consumer

To open a profile, you need the Consumer’s exact ID. All, Active, and Inactive at the top show Consumer counts only.
1

Enter the Consumer ID

In Consumers, paste the exact Consumer ID into the search field. Search matches that ID only, not a name, an email, or a phone number, so look it up in your own customer record first.
2

Click Search

An exact match opens the Consumer profile directly. If nothing matches, the page returns to the empty state with No Consumer has been found with this ID….
Shift reopens the last Consumer you searched for, so a profile can still be on screen when you come back after a break. Close the browser tab at the end of a support session.
The activity tabs keep their own memory, and it is not tied to a Consumer. The selected tab, the page, the sort order, and the Date from / Date to, status, and Reward type filters carry over to the next profile you open. A date range left over from a previous ticket hides the Rewards you are looking for. Clear the filters before concluding that a Reward is missing.

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Consumer profile

The profile page is split between Consumer-level metadata at the top and a tabbed activity zone below.

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Consumer details

Forwarded KYC and Target account only concern Programs whose Ventilation Paylead operates. On a Program that runs its own Ventilation, Paylead does not execute the payouts and both squares are absent. Target account is also absent when payouts are aggregated rather than sent per Consumer.

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Reading Forwarded KYC

When Paylead operates the Ventilation, it pays Consumers through a payment service provider that requires their identity to be registered before it can send money. Forwarded KYC says whether that registration exists: yes on a green square, no on a red one. A Consumer whose Forwarded KYC reads no cannot be paid, however many validated Cashbacks sit in their pool. On a Consumer chasing a payout, a red square is the answer to their ticket. The Privacy policy acceptance box lists every consent the Consumer has granted, each with its acceptance date and a cross to revoke it, after a confirmation dialog. The consents surfaced are:
  • Basic, greyed out: it cannot be revoked from Shift. It is the consent that authorizes Offer matching in the first place, so withdrawing it amounts to removing the Consumer from the Program rather than adjusting a preference.
  • Statistics
  • Targeting
  • Smart ranking, which enables Offer Smart Ranking
  • Transaction triggers
  • Web Analytics
An absent level was never granted, or has already been revoked. What each consent authorizes is defined by your Program’s privacy policy, set with Paylead. See the Status reference for a short definition of each level.
Revoking a consent is one-way in Shift: the Consumer has to accept it again from your own app. It does not cancel the Rewards they have already earned, which keep their status and are paid out as usual. What changes is what Paylead may do with their data from that point on.
A Consumer who wants to leave the Program entirely does it from your own app: withdrawing the Basic consent is a Consumer-side action.

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Pool

The Pool zone is the last block of the Consumer details card, a full-width strip under Segments and Target account. It counts the Consumer’s Cashbacks, and totals their amounts, for four states only:
  • Pending validation: The Cashback is being validated.
  • Validated: The Cashback is locked and ready for payout.
  • Pool: The Cashback sits in the Consumer’s wallet, waiting to be transferred.
  • Paid: The Cashback has been transferred to the Consumer’s bank account.
These are display labels. Behind Pool and Paid sit the technical statuses PAID_IN and PAID_OUT, which is what the Paylead API and your own back-office return for the same Cashback. Match the two before quoting a status to a developer: see How to read a status in Shift. The Pool counter carries a colored dot that explains why a validated Cashback has not been paid out yet. Hover it to read the payout threshold, worded <amount> minimum to trigger the cagnotte (cagnotte is the Pool). The threshold is set once for your whole Program, not per Consumer. The color compares the Pool amount alone, not the sum of Validated and Pool, against that threshold: What happens once the dot turns green depends on your Program’s Ventilation model: a scheduled payment batch, or a payout with a manual and an automatic trigger. Check which one you run before telling a Consumer when to expect the money. Two more states exist for a Cashback, but the Pool zone counts neither of them:
  • Not attribued: The Cashback was duplicated across sources (for example, the bank feed and an account aggregator both reported the same transaction). One of the duplicates was kept and the rest are marked Not attribued. See Reward Attribution for the deduplication logic.
  • Cancelled: The Cashback is no longer eligible (matching issue, technical error, or merchant cancellation).
See the Status reference for the full Pool status table.

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Consumer activity

The activity zone groups everything that happened on the Consumer’s account into four tabs, five when your Program has the Easy Vouchers (EVO) option enabled, which is what adds the Vouchers tab.
The Offers tab lists every Offer the Consumer is currently eligible to see. When Offer Smart Ranking is enabled, the order reflects the algorithm’s score (purchase habits, location, Brand power, editorial spotlight).Use the calendar picker to inspect eligibility on a past date, useful when a Consumer claims they saw a specific Offer but never received the Cashback. Filter by Reward type to narrow the list.Click any row to expand it in place. The panel that opens adds three values for that Offer: Minimum basket, Maximum amount, and Capping. Each one shows N/A when the Offer does not set it. See Publish an Offer for the full Offer reference.

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Reading the Activations column

The Activations column of the Offers tab can carry two different values, and both use the same x / y format:
  • The fidelity badge, shown only when the Offer runs a fidelity Campaign that sets a purchase frequency (a Reward is only granted after N purchases). It reads current / target: 3 / 5 means three of the five qualifying purchases have been recorded.
  • The activation capping, shown only when the Offer sets a maximum number of activations. It reads activations / maximum.
When the Offer sets no maximum, the column shows the activation count on its own, with no denominator.

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Working on a single voucher

The voucher detail page opens on three cards, Voucher details, Voucher history, and Voucher downloads, with two buttons at the top of the page: Force sync and Back. Voucher history lists every status the order went through, most recent first, each with its date. It is where you check whether an order ever left Created. Click Force sync when the status looks stale, for example an order stuck in Confirmed while the Consumer says they received nothing. Shift asks the external provider for the current state, then reloads the page. A new line in Voucher history means the order moved; no new line means the provider still holds it in the same state, so escalate to Paylead rather than syncing again.
Voucher downloads logs every download, with the Shift account that clicked and the date, visible to anyone who opens that voucher afterwards. Download the PDF only when the ticket requires it: you are creating an auditable trace on a Consumer’s personal document.
The Download button appears in the card header once the provider has produced a file. An order that never reached Ready shows an empty card, so a Consumer asking for their voucher code on such an order needs the order fixed, not a re-send.

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What’s next

Customer support workflow

The full Level 1 triage playbook, from ticket intake to resolution.

Status reference

Every Reward, voucher, and synchronization status, with the exact transitions and root causes.