Overview
Depending on the settings of your program, it may take time for an advocate's reward to be distributed. This could be caused by a low score on a quality rule, a waiting period on your event approval, or for some other reason. In any case, the most common question you're going to get from your advocates is: "Where's my reward?" When this happens, being able to look up an individual event's reward status is invaluable.
Looking Up an Event's Status
To look up an individual event's reward status, follow these steps:
Click on User Support in the sidebar.
In the Search By dropdown, choose what you would like to search by (email, last name, order/partner conversion ID/custom partner ID, code/shareable, coupon, user ID, Extole person ID, or event ID) and click Search.
Click the advocate's email to view their user details. If no advocates were found by your search, double-check the information used to search by.
You can see all of the rewards earned by this advocate at the bottom of the screen in the Rewards section. If you need to resend the reward to the person, click through to the reward detail page and click the Resend button at the top right.
If you want to understand why there's no reward yet, you can view a list of the advocate's referred friends in the upper right Network Graph. If you know who was referred, click through to the referred friend's profile and view the events in their Activity section. You will be looking specifically for a purchase event that was referred by the advocate. Click the event to see its details.
The status of the event is listed on the upper left of the event detail page, and will either be "passing," "suspicious," "approved," "declined," or "blocked." For more information on what each status means, check out our Status Definitions FAQ.
Keep in mind that if you're trying to find the recipient of a share via event details, only email shares will contain a recipient's email. Personal share links and social media shares will pass back an anonymous user.
Once you know the status of the event, you will be better able to inform the advocate as to the status of their reward. Usually, they will just have to wait a short while, but you can manually approve, decline, or block the event if you want (see below).
Changing an Event's Status
To approve, decline, or block an individual event's reward status:
Follow the steps listed above to locate the event in question.
Select the event by clicking the checkbox on the left side of the screen.
Click the appropriate button:
Approve will confirm the event and distribute advocate rewards, if applicable.
Decline will deny the event and distribute no rewards.
Block will block the user associated with the event, and automatically block any future events generated by that user. No rewards will be distributed.
Frequently Asked Questions
What does it mean if I approve an event but no reward is sent (no money icon displays or reward in "Reward Details")?
To see why an approved event may have not received a reward, you can view the "Approval History" tab on the event. We display 1 of the 3 reasons that we did not reward a person when the event was approved. The reasons could be:
1. The user did not hit the minimum cart value.
2. The user has already converted from that same friend.
3. The user hit their max reward limit (either number of rewards or value of rewards) that was set.
These are determined by the reward rules of your program. See more about reward rules here.
Can I retroactively block or decline an approved event?
You can block an event after it's approved, but if the event's rewards have already been sent out, the associated user(s) will still receive their rewards. Blocking a share will cause the associated link to error out on any future clicks or purchases.