Approval Workflow summary
The top of the Approval Workflow page displays real-time summary counters for your role:
Counters update in real time as requests move through the workflow. Counts are role-level and module-specific — they reflect the requests relevant to your role, not a program-wide aggregate.
Counter behaviour as requests progress:
- A Checker verifies → Total Verified +1, Pending −1
- An Approver approves → Total Approved +1, Pending −1
- Either role rejects → Total Rejected +1, Pending −1
When the workflow applies
The Maker-Checker process governs the following action categories, depending on your program’s configuration:Automated transactions processed by the Rule Engine do not go through this workflow. The workflow only applies to manual or admin-initiated actions.
The three roles
Roles are assigned in Access Control → Manage Team → Roles. A user can hold multiple roles, though this reduces the governance benefit.
Request status codes
Each request moves through the following statuses:Accessing the workflow
Go to Access Controls → Approval Workflow. The module has three tabs:
The Authorise Transaction tab has two sub-views:
Manual transactions
The Manual Transaction tab lets authorized users create a manual point adjustment directly from the Approval Workflow module — without navigating to the member profile.Manual transaction fields
Manual transactions created here go through the same Maker-Checker approval process as any other manual adjustment. The transaction is not posted until an approver authorizes it in the Authorise Transaction tab.
Functionality Master
The Functionality Master tab is where an administrator enables or disables the Maker-Checker requirement per module. Enabling a module means all changes to that module require approval. Disabling it means changes take effect immediately without a review step.Editing a pending request
While a request is in Pending status, the maker can edit it before the checker or approver acts on it.- Open the request from Pending Actions or All Status.
- Click Edit on the request.
- Loyalife navigates you directly to the relevant module and field to make corrections.
- Save your changes — the request updates in place without creating a new submission.
Each request type navigates to the correct module when edited. For example, editing a Point Definition request opens the expiry settings; editing a Tier Settings request opens the tier qualification configuration.
Onboarding requests
When a retailer or partner submits a registration via the partner app, the submission enters the Approval Workflow as an Onboarding Request. This allows your team to review partner details, assign a category and role, and approve before the member account is created.Viewing an onboarding request
Click View on any onboarding request to see: Request metadata:- Request raised by, module, current status, description
Approving an onboarding request
Before approving, the approver must assign:
These assignments ensure structured retailer segmentation and correct role-based hierarchy mapping.
On Approve:
- Enter a mandatory reason for approval.
- Confirm the action.
- The member account is created immediately.
- The selected category and role are applied.
- Member status is set to Active.
- An audit trail entry is generated.
- Enter a mandatory rejection reason.
- No member account is created.
- Status updates to Rejected.
End-to-end onboarding flow
Rule Engine changes
When the approval workflow is enabled for the Rule Engine, the following actions require maker-checker authorization:Aggregate attributes
Creating or modifying aggregate attributes (used for tier qualification or segment conditions) requires approval when the workflow is enabled for Rule Engine attributes:- Maker creates or edits the aggregate attribute and submits for approval.
- The attribute appears in Pending Actions for the approver.
- The approver reviews the formula, field references, and time window.
- On approval, the attribute is immediately available for use in tiers and segments.
Tier settings
Changes to tier programme configuration that require approval:Point definition changes
Modifications to the points configuration — particularly expiry settings — require approval to prevent unintended changes to member balances:Campaigns (rule-based)
When Maker-Checker is enabled for campaigns:- A maker creates a rule-based campaign (targeting a segment with earn or reward rules).
- The campaign enters Pending status — it does not activate or send communications until approved.
- The approver reviews the segment targeting, earn conditions, and reward configuration.
- On approval, the campaign becomes active on its scheduled start date.
Standard (non-rule-based) campaign activation may have a lighter approval requirement depending on your program configuration. Check with your administrator which campaign types require full Maker-Checker review.
Communications templates
When Maker-Checker is enabled for communications:- A maker creates or edits a notification template.
- The template enters Pending — it will not fire for any events until approved.
- The approver reviews the channel content, variables, and trigger event mapping.
- On approval, the template becomes active and starts firing for future events.
Enabling the Suspension Actions toggle
Under Program Settings → Approval Workflow, the Suspension Actions toggle enables Maker-Checker governance for:- Block, suspend, and re-activate a member
- Lock, unlock, archive, and unarchive a business user
- Activation of business users and members
Role permissions for approval workflow
Configure who can act in each role under Access Control → Manage Team → Roles:Maker-Checker report
The Maker-Checker report in Reports & Analytics provides a historical view of all approval workflow requests with their outcomes, timelines, and actors.Practical example — manual point adjustment
A member contacts support because their account was not credited for a qualifying purchase.- Maker (support agent) — opens the member profile, creates a manual point adjustment request with the transaction reference and point amount.
- Checker (supervisor) — reviews the request, verifies the transaction reference, confirms the calculation is correct, and approves it to move forward.
- Approver (manager) — reviews the checker’s confirmation and grants final authorization. Points are credited to the member’s account.
Troubleshooting
A request submitted by a maker is not appearing in the approver’s queue.- Confirm the approver has the correct approval permission for that module in their role settings.
- Check whether the request was accidentally rejected at an earlier stage.
- Verify there is an active user with the Approve Onboarding Requests permission.
- Check if the Approval Workflow module is enabled in Program Settings.
- If the change involves a qualification method switch, the system re-evaluates all member tiers — this may take several minutes for large programs.
- Check the Audit Trail for the approval event confirmation.
- Only the original maker can edit a pending request.
- If you are the maker but cannot see the edit button, confirm the request is still in Pending status — once a checker or approver has acted, editing is no longer available.