How verification works

When a shopper requests a Hero ID discount, their submission moves through a few statuses. This page explains each one, which need action from you, and how to review the ones that do.

The short version

1. A shopper opens the widget and enters their email.
2. They submit a photo of their ID or badge, and Hero ID checks it automatically.
3. If it matches an eligible group, they’re approved and the discount applies right away. If it can’t be verified automatically, it’s set to needs review and lands in your queue — and we email you.

A shopper can always try again, even while a submission is waiting on you.

The statuses

<!-- NEEDS REVIEW -->
<rect x="300" y="30" width="180" height="60" rx="10" fill="none" stroke="#d9822b" stroke-width="2.5"/>
<text x="390" y="56" font-weight="700">Needs review</text>
<text x="390" y="74" font-size="11" opacity="0.85">your decision + email</text>

<!-- APPROVED -->
<rect x="300" y="210" width="180" height="60" rx="10" fill="none" stroke="#2e8b57" stroke-width="2.5"/>
<text x="390" y="236" font-weight="700">Approved</text>
<text x="390" y="254" font-size="11" opacity="0.85">discount active</text>

<!-- REJECTED -->
<rect x="590" y="210" width="150" height="60" rx="10" fill="none" stroke="#c0392b" stroke-width="2.5"/>
<text x="665" y="236" font-weight="700">Rejected</text>
<text x="665" y="254" font-size="11" opacity="0.85">declined</text>

<!-- PENDING -> NEEDS REVIEW -->
<path d="M150,132 C230,96 250,70 298,62" fill="none" stroke="currentColor" stroke-width="1.5" marker-end="url(#arrow)"/>
<text x="232" y="86" font-size="11">submits — can't auto-verify</text>

<!-- PENDING -> APPROVED -->
<path d="M150,168 C230,206 250,232 298,240" fill="none" stroke="currentColor" stroke-width="1.5" marker-end="url(#arrow)"/>
<text x="232" y="214" font-size="11">submits — auto-verified</text>

<!-- NEEDS REVIEW -> APPROVED (Approve) -->
<path d="M378,92 C372,140 378,180 385,208" fill="none" stroke="currentColor" stroke-width="1.5" marker-end="url(#arrow)"/>
<text x="345" y="152" font-size="11" text-anchor="end">Approve</text>

<!-- NEEDS REVIEW -> REJECTED (Reject) -->
<path d="M482,70 C560,90 600,150 640,208" fill="none" stroke="currentColor" stroke-width="1.5" marker-end="url(#arrow)"/>
<text x="588" y="120" font-size="11" text-anchor="start">Reject</text>

Status	What it means	Do you need to act?
Pending	The shopper opened the widget (maybe entered an email) but hasn’t submitted an ID yet, or didn’t finish. There’s nothing to look at.	No. These are incomplete attempts. It’s normal to accumulate some.
Needs review	A photo was submitted that couldn’t be verified automatically. It’s waiting for you to approve or reject it.	Yes — and we email you when one arrives.
Approved	The shopper is verified. Their discount is active.	No.
Rejected	The submission was declined (by you, or not an eligible ID). Final — but the shopper can submit again.	No.

Note

“Pending” is not a review backlog — it just means the shopper didn’t finish. The submissions that actually need you are under Needs review.

Reviewing a submission

When something is set to Needs review, you’ll get an email, and it appears in two places in the Hero ID app:

• The Needs review card on your Dashboard.
• The Customers page, using the Needs review status filter.

Open the submission to see the photo, choose the qualifying role, and then Approve or Reject. Submitted photos are permanently deleted after your review.

Can shoppers retry?

Yes. A shopper whose submission is needs review or rejected can start the flow again and submit a new photo — they don’t have to wait for your decision. If a new submission is approved, their discount applies immediately.

Notifications

You’re emailed whenever a submission needs your review. You can manage who on your team receives these from Settings → Notifications in the Hero ID app.