How to mark, approve or decline a customer as suspected of 'Gaming'

This guide will show you how to approve or decline an individual referral and how to bulk approve or decline multiple referrals at the same time, as well as how to mark a customer as suspected of gaming.

How to navigate to 'Mark as suspected of gaming'

Please note:

• This will only have an effect if you have gaming controls enabled
• It doesn't stop the referrer, or associated referees, from seeing the referral offers. Their sharing links will still "work" but no one will be able to get any vouchers from them without approval

1. Go to the Customers section in the platform

2. Search for the customer by either their name, email, customer ID or share link then click on the customer’s link to open their account

3. Go to Actions and click 'Mark as suspected of gaming'

You will then see this banner:

4. You should also stop the customer from being able to share any offers that they are enrolled in.

From that point onwards, the following will happen for that referrer:

• Every referral they take part in will be given a high gaming score and would need manual approval from your side

• Their IP address and cookie will be marked as suspicious too, giving a higher score to any related customers who attempt to refer/be referred

Here is a quick GIF that shows you the full action:

How to navigate to the Gaming approvals queue

Please note that this feature:

• May not be available to all users, it depends on the user permissions (click here to read more about user access and different permissions)
• Doesn't bypass velocity controls when approving referrers/referees. To award more rewards you will need to update each referral individually
• Will only approve the referrer/referee customers which are pending and displayed in the approval queue - by default this is 3 months. Only the most recent 3 months' worth of customers will be approved
• Will decline all referrer/referee who match the gaming score rules set in the batch update, not just the ones visible in the approval queue

1. Go to the Customers section in the platform

2. Under Gaming approvals required you will see one or two boxes that say Referee Gaming (new customers) or Referrer Gaming (existing customers). To access the approval queue you simply click on the one you want to open

3. From the selected queue you can choose from one of three methods as to how you would like to approve or decline your customer(s)

• Option 1 - Select an individual customer to approve/decline
  • This will approve or decline that user's individual attempt. If the user has attempted the same referral more than once then you may see multiple attempts within the queue. Each attempt will need to be manually updated
  • Should you choose to decline a customer's referral you will have two options available:
    • Decline with no notification - which would not send any form of communication to your customer
    • Decline and send customer an email notification - which would trigger an email that will be sent to both the referrer (existing customer) and referee (new customer) to let them know that the referral had been unsuccessful

• Option 2 - Select all customers in the queue
• • This will approve or decline all customers within the queue regardless of their current gaming score

• Option 3 - Select bulk 'Approve / Decline based on gaming score'
  • This will approve or decline customers above or below a specific gaming score e.g.
    • "I want to approve all customers who have a gaming score which is 55 or less"
    • "I want to decline all customers who have a gaming score which is 70 or higher" 

Here is a video that talks you through the whole action:

As always, any questions about how to use this feature, don't hesitate to contact our Operations team