Reviewing partner rewards

  • Updated

Who is this article for?

This article will be useful to you if are a company on PartnerStack looking to review your partners' rewards.

While your partners are promoting your business and earning rewards, you have the ability to review those rewards as they come in before your partner reward invoice is generated at the end of the month.

On the partner's dashboard, earned rewards will have a "pending" status until they are approved or declined by your company. 

To view your partner's pending rewards navigate to your Rewards & Invoices tab in your left-hand menu and click into the 'Review Rewards' sub-tab. 

Here you will be able to: 

  • View a list of pending rewards for the current month
  • Review reward details such as customer information, the created date, and the reward amount
  • Approve, decline or place rewards on hold before the invoice is created

Reward statuses

Rewards in your Review rewards tab can have the following statuses:

Status Context
New This is a reward that has not been reviewed yet.
Approved Your company has approved this reward and it will be automatically pulled onto your next generated invoice or can be manually pulled onto a current invoice.
Declined Your company has declined this reward. It will not be pulled onto the next generated invoice.
Hold This reward has been placed on hold due to suspicious activity, or your company has placed this reward on hold to have more time to review it. Rewards on "Hold" will not be automatically pulled onto the next generated invoice.
Paid The reward has already been paid to the partner, either through a different reward in PartnerStack, or externally to PartnerStack.

Viewing reward details

To view details about a reward, you can click anywhere on the line item you want to view. This will open a side "Reward details" window which includes:

  • The reward's current status: new, approved, declined, hold, paid
  • Information on the reward: reward description, partner name & group, customer & email, purchase and reward amount, date created, and offer description
  • A quick link to the partner who earned the reward
  • If applicable, a quick link to the offer trigger that generated the reward
  • The option to update the status of the reward if the reward is "new" "declined" or on "hold

Reward statuses (new, declined, and hold) can be updated from the Reward details view by clicking "Update reward status", or rewards can be updated in bulk from the Review rewards tab.

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Searching and filtering rewards

The Review rewards tab can be searched and filtered to help you quickly find specific rewards. Rewards can be searched by partner, customer, transaction key, or reward key. Rewards can be filtered by partner, group, customer, status, date, description, and decline reason. 

Rewards on hold

If rewards are on hold for suspicious activity a banner will appear at the top of your Review rewards tab. In this flagged banner, click "View rewards" to automatically filter for rewards that have been placed on hold as the partner has been flagged as suspicious. 

Click "Open in All Partners" to be redirected to your All Partners tab filtered for partners with held rewards due to suspicious activity, or "Fraud Management" to be redirected to your Fraud Management tab where you can review your partner's fraud flags. 

For more information on your Fraud management tab and how to review a partner's activity see the Using Fraud Management support guide.

Bulk updating rewards

Multiple rewards can be selected at a time and updated from new, declined, held, or paid statuses to one new status. When selecting rewards, your view can be updated from displaying 25 rewards at a time to 50 or 100 rewards using the drop-down in the bottom right-hand corner.

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"Approved" reward statuses cannot be updated. If a reward has been marked as "Approved" in error it can be deleted from your partner invoice once generated. Rewards with a "Declined", "Hold" or "Paid" status can be later updated to any status. 

To bulk approve rewards:

  1. Navigate to your Rewards & Invoices > Review rewards tab
  2. Click the checkbox next to all rewards you would like to approve
  3. Click "Update selected rewards"
  4. In the drawer view that opens select "Approved"
  5. Click "Update status"

Note: Approving rewards cannot be undone. All rewards marked as approved will automatically be pulled onto your next invoice. If rewards are approved in error and pulled onto an invoice they can be deleted once the invoice has been generated.

To bulk decline rewards:

  1. Navigate to your Rewards & Invoices > Review rewards tab
  2. Click the checkbox next to all rewards you would like to decline
  3. Click "Update selected rewards"
  4. In the drawer view that opens select "Declined" 
  5. Select a declined reason from the drop-down, or enter a custom decline reason that will be visible to the partner(s). The entered decline reason will be applied to all selected rewards in the bulk update
  6. Click "Update status"

To mark rewards as "paid" in bulk:

  1. Navigate to your Rewards & Invoices > Review rewards tab
  2. Click the checkbox next to all rewards you would like to update to mark as already paid out to the partner
  3. Click "Update selected rewards"
  4. In the drawer view that opens select "Paid" 
  5. Click "Update status"

Approving all new rewards

You have the option of approving all new rewards by clicking on "Approve new rewards (###)" and confirming the approval in the window that appears.

Approved rewards will automatically pulled onto your partner invoice when it is generated at the end of the month.

Placing rewards on hold

If you need additional time to verify a reward in your internal systems the reward can be placed on "Hold" either individually, or in bulk.

When placing rewards on hold, you will be prompted to provide a message to partners detailing why their reward is being held "i.e. customer purchase not completed, requires investigation, etc". For this reason, we recommend placing rewards on hold individually, rather than in bulk, unless the rewards all have the same hold reason.

To place a reward on hold:

  1. Click on the individual reward you would like to place on hold, or multi-select rewards that have the same hold reason and click "Update selected rewards"
  2. Select "Hold"  as the new reward status
  3. In the "Reason" drop-down select "Custom" or "Requires investigation"
    1. If you select "Requires investigation" a message will auto-populate "The source of this reward requires further investigation."
  4. Customize the hold reason to keep your partner(s) informed
  5. Click "Update status"

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Once you have confirmed if the reward(s) should be paid out you can update the reward status to "Approved" or "Declined". 

Rewards manually placed on hold will remain held until you mark them as "Approved" or "Declined". We recommend periodically reviewing and actioning held rewards.

The partner view of reward statuses

As a reward progresses through the review and payment schedule, the partner can see the following statuses in their dashboard along with an estimated payment date:

  • Pending Approval: The reward has not yet been approved
  • On hold: The reward has been placed on hold for further validation. Rewards can be placed on hold by teammates for further investigation or can be placed on hold automatically if the partner is flagged as potentially fraudulent
  • Declined: The reward has been declined 
  • Approved & pending payment: The reward has been approved but not yet paid for
  • Funds Available: The reward has been paid is available for the partner to withdraw
  • Withdrawn: The reward has been withdrawn

Reviewing reward FAQs

Do I need to manually approve all of my rewards?

No, you do not need to manually approve all rewards for them to be pulled onto an invoice at the end of the month. PartnerStack will automatically approve all eligible rewards (status of “New” and created during the current invoice cycle) and add them to the current invoice at the end of each month when the invoice is generated.

That said, proactively approving rewards throughout the month can reduce the amount of time you need to spend reviewing your invoice once it has been generated, and can improve relationships with partners.

Can I decline a reward if it has already been approved?

No, an approved reward cannot be updated to a different status. If a reward has been marked as "Approved" in error it can be deleted from your partner invoice once generated.

Can I update the status of a reward if it has already been declined?

Yes, a “Declined” reward can be updated to any other status.

What happens when I approve a reward?

When a reward is approved, it will automatically be pulled onto your next reward invoice which is generated at the end of the month. Your partner will also see the reward status in their dashboard update from "Pending" to "Approved and pending payment". When the invoice has been charged, the partner's reward status will update to "Available to withdraw". The partner is not emailed when a reward is approved.

What happens when I decline a Reward?

When you decline a reward you will be prompted to enter a reason why the reward is not valid. This reason is provided to the partner in their dashboard and the reward status in the partner's view will show "Declined". The partner is not emailed when a reward is declined.

Can I bulk-approve rewards?

Yes, you can bulk-approve rewards by using the checkboxes to select multiple rewards and approve or decline them as necessary.

Declining multiple rewards will require a decline reason to be provided. This decline reason will be applied to all selected rewards.

What happens to rewards if I don’t approve or decline before the invoice is generated?

PartnerStack will automatically approve all eligible rewards (status of “New” and generated during the current invoice cycle) at the point of invoice creation.

Can I remove a reward line from an invoice?

Yes, you can remove rewards from an invoice during the invoice review period. For more information on managing your reward invoice see the Partner reward invoices

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