> ## Documentation Index
> Fetch the complete documentation index at: https://docs.paylead.fr/llms.txt
> Use this file to discover all available pages before exploring further.
# Browse Consumers
> 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](/glossary#shift) is where you find a single [Consumer](/glossary#consumer) and reconstruct everything that happened on their account: which [Offers](/glossary#offer) were displayed, which [Rewards](/glossary#reward) 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](/glossary#shift).
## What you can do here
Search by Consumer ID and open their profile in one click.
Review which consent levels the Consumer has accepted and revoke any of them on the fly.
Walk the full history of any [Cashback](/glossary#cashback), from the matched transaction to the payout.
Check whether the Consumer's bank account is connected and when it last synced successfully.
***
## Find a Consumer
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.
***
## Consumer profile
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?".
### Consumer Details
| Field | What it tells you |
| ----------------------------- | --------------------------------------------------------------------- |
| **TOS Acceptance** | Date the Consumer accepted the terms of service. |
| **Privacy Policy Acceptance** | The Consumer's consent state. Click a granted consent to revoke it. |
| **Last Activity** | Date the Consumer last opened the Program app. |
| **Status** | `active` or `inactive`. Inactive accounts no longer generate Rewards. |
| **Scrapping** | Date Shift last synced with the bank-data connector. |
| **Target Account** | IBAN of the bank account that receives Cashback payouts. |
### Consent
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](/glossary#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.
### Pool
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](/glossary#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.
### Activations for fidelity Offers
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.
***
## Consumer activity
The activity zone is the heart of the page. It groups everything that happened on the Consumer's account into five tabs.
The **Offers** tab lists every Offer the Consumer is currently eligible to see. When [Offer Smart Ranking](/glossary#offer-smart-ranking) is enabled, the order reflects the algorithm's score (purchase habits, location, [Brand](/glossary#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](/program/shift/campaigns-to-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](/program/shift/customer-support-workflow) for the full triage flow.
***
## What's next
The full Level 1 triage playbook, from ticket intake to resolution.
Every Reward, voucher, and synchronization status, with the exact transitions and root causes.
Export the same Reward data across your entire Program in CSV.