From click to cleared: how reward tracking works
What pending, cleared, held, and reversed really mean—and what to do when a partner does not track a quest.
A reward is a state machine, not a magic number.
Before you start
A trustworthy catalog shows eligibility, milestones, time limits, reward value, and tracking requirements before a member leaves the platform. Starting the quest creates a one-time session tied to the account and provider.
Pending is not missing
Pending means the provider reported activity that still needs validation or a waiting period. Cleared means the signed callback passed ownership, idempotency, and risk checks. A reversal records a provider chargeback; it never silently deletes history.
When tracking fails
Keep the offer ID, start time, milestone evidence, and provider ticket. Support should preserve the original terms and explain whether the provider, attribution, eligibility, or fraud review caused the delay.