Search any Consumer, inspect their profile, and review every Offer, Reward, voucher, transfer, and bank synchronization tied to their account. The Consumers section is the front line of Level 1 support.
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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.
Audience: Program Manager operations and Level 1 support agents. Permission: access to the Consumers section in Shift.
Open the Consumers section in Shift, then paste the Consumer ID into the search field. The ID is the stable identifier your bank assigned when calling the Connector API onboarding endpoint, usually the bank’s internal customer number.Once you have a result, click the row to open the Consumer profile.
When a support ticket mentions a “missing Cashback”, start here. Most cases are resolved in under two minutes by inspecting the Rewards tab and the Synchronizations tab side by side.
The profile page is split between Consumer-level metadata at the top and a tabbed activity zone below. The metadata zone gives you everything you need to answer the question “is this account healthy?”.
The Privacy Policy Acceptance box shows the optional Smart Ranking consent. It can be revoked from this view; the change applies in real time.
Consent (API enum)
Meaning
SMART_RANKING
Personalized Offer ranking based on the Consumer’s purchase habits. See Offer Smart Ranking.
Capturing consent remains the bank’s responsibility. Shift reflects the consent state Paylead has recorded; it does not replace the consent-capture UI in your own app.
The Pool zone surfaces the Consumer’s payment status. Each Cashback the Consumer earned sits in one of these states:
Not Attributed: 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 Attributed. See Reward Attribution for the deduplication logic.
Pending Validation: The Cashback is being validated.
Cancelled: The Cashback is no longer eligible (matching issue, technical error, or merchant cancellation).
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.
When an Offer uses a fidelity Campaign (a Reward is only granted after N purchases), the Activations column shows the Consumer’s progress. The value is formatted current / target. For example, 3 / 5 means three out of five qualifying purchases have been recorded.
The activity zone is the heart of the page. It groups everything that happened on the Consumer’s account into five tabs.
Offers
Rewards
Vouchers
Transfers
Synchronizations
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 open the Offer detail page. See Campaigns & Offers for the full Offer reference.
The Rewards tab lists every Cashback generated for the Consumer, with the matched transaction details inline.Filter by Date from / Date to to scope to a period, and by Reward status to focus on, for example, only Cancelled Rewards when debugging a complaint.Click the view icon on a row to expand the Reward detail panel. It contains two zones:
Reward Details: Linked Offer, Cashback amount, current status, and the originating transaction.
Reward History: A chronological log of every status transition, with timestamps. This is the source of truth when reconstructing a payout dispute.
The Vouchers tab lists voucher-based Rewards generated for the Consumer (when the Program runs a voucher Campaign). Filter by date range to scope the list.Each row shows the purchase date and the voucher status:
Reserved: A unique voucher ID has been reserved for the Consumer. The reservation expires in 15 days.
Cancelled: The Consumer cancelled the booking or did not confirm within 15 days.
Confirmed: The Consumer paid for the voucher.
Ready: The voucher PDF was sent to the Consumer, including an activation code.
Refunding: Paylead has asked the merchant to refund the voucher.
Refunded: The merchant accepted the refund.
Refund rejected: The merchant rejected the refund.
Click the view icon to open the voucher detail panel, where you can download the voucher PDF and run Force Sync to re-pull voucher state from the third-party provider when the status looks stale.
The Transfers tab lists every Cashback payout sent to the Consumer’s bank account. The Target Account configured in the Consumer Details zone is the destination IBAN.Filter by Date from / Date to to scope to a payout window. Each row shows:
Column
What it represents
Date
Date the payment hit the Consumer’s account.
ID
Internal transfer identifier. Quote this in any payout dispute.
Accounts
Source and destination bank accounts.
Amount
Total amount transferred.
Click the view icon to expand the transfer detail. The detail panel breaks down the lump-sum transfer into the individual Rewards that funded it: essential for reconciling a Consumer’s bank statement against Shift.
The Synchronizations tab is the health check for the Consumer’s bank connections. Each row is one bank connection; below the bank name, the linked accounts are listed.
Column
What it represents
Name
Bank name and linked account references.
1st Connection
When the bank account first connected to the Program.
Last Connection
Last attempted sync, successful or not.
Last Successful Connection
Last successful sync. If this is far behind Last Connection, the connection is unhealthy.
Most Recent Transaction
Date of the latest banking transaction Paylead received.
The Status column reports the connection state:
Status
Meaning
UNKNOWN
Status not yet reported, usually the Consumer has not synced yet.
DISABLED
The connection has been disabled.
ERROR
A synchronization error occurred (bad credentials or a Consumer-side action is needed).
CHALLENGE_REQUIRED
The Consumer must enter a one-time code sent by their bank.
SCRAPPING
The bank account is currently being synced.
SUCCESS
Last sync succeeded.
SCA_REQUIRED
A full Strong Customer Authentication flow is required.
SCA_REQUIRED_AND_OTP
SCA plus an OTP step is required.
WEBAUTH_REQUIRED
A web-redirect authentication flow is required.
WRONG_PASS
Credentials are invalid or obsolete. The Consumer must re-enter them.
ACTION_NEEDED
The Consumer must perform an action on their bank’s website.
Debugging a “missing Cashback” ticket. Open the Synchronizations tab first. If Last Successful Connection is older than the transaction the Consumer is asking about, the issue is upstream of Paylead: the bank feed never delivered the transaction. Direct the Consumer to reconnect their account, then check the Rewards tab again 24 hours later. See Customer support workflow for the full triage flow.
