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When a Consumer reaches out about a Reward they expected but did not receive, your Level 1 support team can diagnose most cases directly from Shift. This page is the checklist to walk through before opening a ticket with Paylead. Most issues resolve at one of these steps.
Audience: Program Manager support agents. Prerequisite: the Support role in Shift. See Sign in and users for the role matrix.

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Pre-flight checks

Work through the checks in order. Stop as soon as you find the answer; most complaints fail one of the first three.
In Consumers, paste the Consumer ID in the search field. If the Consumer is not found, the person reaching out has not completed onboarding on your Program. No Reward can be generated. Confirm enrolment with the bank’s app before going further.
Reward attribution relies on the bank account enrolled at Consumer subscription. If the purchase was made with a card linked to a different account (a joint account from a partner, a secondary card, a non-enrolled product), no Reward is generated, even if the merchant is in the catalog.
Paylead needs the transaction to land on its side, which takes up to 72 business hours from the purchase. If the Consumer is complaining within that window, ask them to wait one more business day before troubleshooting further.
In Consumers > the Consumer’s profile > Consumer Activity > Rewards, look for a Reward with the Not Attributed status. If you find one, the Cashback was generated but assigned to a different source.Common causes:
  • The Consumer is onboarded on a second Paylead Program (e.g. with another bank) and that Program won the Reward Attribution round.
  • The transaction comes from a joint account and the co-owner’s Program won attribution.
  • The transaction was reported through an account aggregator as well as the bank’s own feed, and the aggregator path was deduplicated out.
See the Status reference for the full Pool status table.
In Consumers > Consumer Activity > Offers, search by the merchant’s name and use the date filter to confirm an Offer existed on the day of the purchase. The dates and the Brand must match exactly; a one-day gap is enough to disqualify the transaction.
Even if an Offer matched at the moment of the purchase, it may no longer be reachable today. Open the Offer in Offers and verify all three conditions:
  • Status is not Completed (budget cap reached).
  • End date is at least one month in the future.
  • The Consumer has not hit their personal capping on this Offer (check the Offers sub-tab of their Consumer Activity for usage so far).
Click the pencil icon on the Offer to open its details. Compare the transaction to each condition:
  • Eligible channel (online, in-store, or both).
  • Eligible Stores: the Offer may target a subset of the Brand’s locations.
  • Rewarded price range: the transaction amount must fall inside it.
  • Maximal transaction eligible amount: transactions above this cap are not rewarded.
  • Any loyalty rules attached (first-time buyer, frequency cap, etc.).
A single missed condition is enough to disqualify the Reward.
If you do have access to the transaction list, spot the exact transaction the Consumer is referring to and verify its parameters (amount, date, channel, Brand). Most “missing Reward” tickets resolve here.

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When to escalate

If every check above passes and no Not Attributed Reward exists, open a support ticket with Paylead. Include the following in the ticket:
  • consumer_id
  • Purchase date and approximate time
  • Transaction amount
  • Brand name
  • reward_id if a Reward was generated in any status
Do not include personal data (full name, IBAN, card number, address) in the ticket body. The Consumer ID is enough for Paylead to look the case up. Paylead may ask for a proof of purchase in rare cases; provide it only on request and through a secure channel.

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What’s next

Status reference

What every status in the checklist means.

Reward attribution

Understand why a Reward can be Not Attributed and which Program wins.

Sign in and users

Assign the Support role to your Level 1 team.

Ventilations and invoices

Confirm a Reward was paid out, not just validated.