Approval workflow

The Maker-Checker approval workflow adds a two-step review layer to sensitive administrative actions. A maker initiates a change; a checker or approver must review and authorize it before it applies. This prevents unilateral modifications to member accounts, program rules, or partner status, and provides a complete audit trail of every decision.

Approval Workflow summary

The top of the Approval Workflow page displays real-time summary counters for your role:

Counter	Description
Pending Requests	Total requests currently awaiting action — split between Checker queue and Approver queue
Total Verified	Requests verified by the Checker role
Total Approved	Requests approved by the Approver (including direct approvals by users with both roles)
Total Rejected	Requests rejected by either Checker or Approver

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:

Category	Actions covered
Manual point adjustments	Adding or removing points from a member account outside the Rule Engine
Suspension actions	Blocking, suspending, or re-activating a member
Business user management	Locking, unlocking, archiving, or unarchiving an admin user
Member and user activation	Activating a new business user or member
Onboarding requests	Retailer or partner onboarding submitted from the partner app
Rule Engine changes	Activating, modifying, or deactivating earning rules
Aggregate attributes	Creating or updating aggregate attributes in the Rule Engine
Tier settings	Changing the qualification method, point accumulation timeframe, or assessment method
Tier management	Adding or modifying tier levels and their benefits
Point definition	Changing points expiry settings or point calculation parameters
Campaigns (Rule Based)	Creating or activating rule-based campaigns
Communications	Creating or modifying notification templates

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

Role	Responsibility
Maker	Initiates the action — creates the request and submits it for review
Checker	Verifies the request — reviews accuracy and adds remarks
Approver	Final decision-maker — approves or rejects; the action only takes effect after approval

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:

Status code	Label	Meaning
1	Pending Checker	Request submitted by maker; awaiting checker review
2	Pending Approver	Checker has reviewed; awaiting final approver decision
3	Approved	Approver has approved; action has taken effect
4	Rejected Checker	Checker has rejected the request
5	Rejected Approver	Approver has rejected the request

Accessing the workflow

Go to Access Controls → Approval Workflow. The module has three tabs:

Approval Workflow screen showing Summary cards for Pending Requests (3), Total Verify (13), Total Approved (13), and Total Rejected (0), with Pending Actions tab active and a list of Member module requests with Request ID, Request description, Module badge, Raised On, and Description columns

Approval Workflow All Status tab showing the same summary cards and a full request list with an additional Status column displaying Approved by Approver and Pending from Checker badges, plus a Raised By column

Tab	What you see
Manual Transaction	Create a manual point adjustment for a specific member
Authorise Transaction	All requests awaiting your review or approval (filtered to your role)
Functionality Master	Configuration to enable or disable Maker-Checker for each module

The Authorise Transaction tab has two sub-views:

Sub-view	What you see
Pending Actions	Requests awaiting your action
All Status	Complete history — pending, approved, and rejected

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

Field	Description
Transaction Type (TT)	1 = Credit (add points), 2 = Debit (remove points)
Loyalty Transaction Type (LTT)	The specific activity category — e.g., Bonus (2), Purchase (4), Miscellaneous (21)
Amount	Transaction amount in program currency
Points	Point value of the adjustment
Transaction Date	Date to record for this transaction (can be backdated)
Expiry Date	Optional expiry date for the points being credited
Product Definition	The product category classification
Product Code	Specific product code if the adjustment is tied to a product
Deal Code	Deal or offer code if applicable
Transaction Currency	Currency of the source transaction
Membership No	The member’s account or relation reference number
Merchant Name	Merchant associated with the transaction
Transaction Code	External transaction reference or code
MCC	Merchant Category Code

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.

Module	Controlled by
Manual Points	Functionality Master
User Access (lock/unlock)	Functionality Master
User Activation	Functionality Master
Rule Engine	Functionality Master
Point Definition	Functionality Master
Tiers	Functionality Master
Campaigns (Rule Based)	Functionality Master
Communication Templates	Functionality Master
Member Status Changes	Suspension Actions toggle (separate setting)
Attribute Management	Functionality Master
Reports	Functionality Master

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

Partner details submitted from the app:

Field	Description
Full Name	Partner’s full name
Email Address	Registered contact email
Phone Number	Mobile number
Store Name	Business name
Store Address	Physical location
Pincode	Postal code
PAN / KYC details	Identity documentation (where captured)

Approving an onboarding request

Before approving, the approver must assign:

Required assignment	Options
Partner Category	A1, A2, A3, B1, B2, or other configured categories
Role	ASM, RSM, or other hierarchical role mapping

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.

On Reject:

Enter a mandatory rejection reason.
No member account is created.
Status updates to Rejected.

End-to-end onboarding flow

Partner submits registration via app
         ↓
Onboarding Request appears in Approval Workflow
         ↓
Maker verifies the request and submits remarks
         ↓
Approver reviews partner details
         ↓
Approver assigns Category and Role
         ↓
Approve → Member created & visible in Members module
Reject  → No member created; status = Rejected

Rule Engine changes

When the approval workflow is enabled for the Rule Engine, the following actions require maker-checker authorization:

Action	What happens
Activate a rule group	Rule group enters Pending; becomes live only after approval
Deactivate a rule group	Deactivation requires approval before stopping point evaluation
Modify earning rule conditions	Changes are staged until approved

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:

Change	Why it requires approval
Qualification method change	Switching from Points Only to Aggregated Attributes (or Both) affects all existing tier assignments
Point accumulation timeframe change	Switching from lifetime to rolling — or changing the rolling window length — recalculates eligibility for all members
Assessment method change	Switching from Automated to Manual assessment changes how the system updates tiers

Approval of a qualification method change triggers a system-wide re-evaluation of all member tier assignments. Test this change in a non-production environment first.

Point definition changes

Modifications to the points configuration — particularly expiry settings — require approval to prevent unintended changes to member balances:

Change	Covered by approval
Expiry period configuration	Yes
Expiry method (rolling vs. fixed date)	Yes
Point calculation formula changes	Yes (when enabled)

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

Once the Suspension Actions toggle is enabled, it cannot be reversed. Plan this configuration carefully before enabling it.

Role permissions for approval workflow

Configure who can act in each role under Access Control → Manage Team → Roles:

Module	Permission	Role function
Onboarding Requests	Verify Onboarding Requests	Maker — can review and verify submissions
Onboarding Requests	Approve Onboarding Requests	Approver — can approve or reject
Manual Points	Submit Adjustment	Maker
Manual Points	Approve Adjustment	Approver
Suspension Actions	Submit Suspension	Maker
Suspension Actions	Approve Suspension	Approver
Rule Engine	Submit Rule Changes	Maker
Rule Engine	Approve Rule Changes	Approver
Tiers	Submit Tier Settings	Maker
Tiers	Approve Tier Settings	Approver
Campaigns	Submit Campaign	Maker
Campaigns	Approve Campaign	Approver
Communications	Submit Template	Maker
Communications	Approve Template	Approver

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.

Column	Description
Request ID	Unique identifier for the request
Module	Which module the request applies to (e.g., Manual Points, Tier Settings)
Created by	The maker who initiated the request
Submitted on	Date and time of submission
Action	Approve / Reject
Actioned by	The approver or checker who took the final action
Campaign Name	For campaign requests, the campaign name
Status	Current status

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.

An onboarding request is stuck in Pending.

Verify there is an active user with the Approve Onboarding Requests permission.
Check if the Approval Workflow module is enabled in Program Settings.

A tier settings change is not taking effect after approval.

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.

The edit button is not visible on a pending request.

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.