Reviewing Compliance Holds
Platform staff use the Compliance review screen to clear or close organizations that sign-up or billing checks held for review. This page is for platform administrators; customer organizations never see the screen.
Why an organization is held
Loom Loyalty checks new organizations at two points.
At sign-up
- A sign-up from a country outside the United States is accepted but queued for review.
- A sign-up from an embargoed country (Cuba, Iran, North Korea or Syria:
CU,IR,KP,SY) is refused. No organization is created, so it never reaches the review queue.
At first payment
When an organization pays for the first time, the billing name, country and address are screened against public sanctions lists through OpenSanctions. Each screening records one outcome:
| Outcome | Meaning |
|---|---|
| Clear | No candidate scored at or above the match threshold. |
| Match | A candidate scored at or above the threshold. |
| Error | The screening could not complete, for example because the service failed. |
A Match or an Error suspends the organization with the reason Queued for compliance review. A suspended organization's users and rewards portal are refused until staff resolve it. Its data is kept.
What the customer sees
The customer only ever sees the neutral reason, Queued for compliance review. They are never told which list matched, the candidate's name or the score. Keep it that way in any reply to them.
Work the queue
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In the Dashboard, open Platform admin and select Compliance review. The list shows the screenings that need review (Match and Error), newest first. Use the Outcome filter to see every screening or a single outcome.
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Select a row. The detail panel shows what was screened (name, country, address and source), the top candidate with its score against the threshold and the lists it appears on, and any error message.
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Check the match. Select View on OpenSanctions to compare the candidate's full record with the organization's billing details. For an Error, the screening never finished, so decide from the details you have or from your own checks.
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Resolve the organization. The actions appear only while the organization is Suspended:
- Unsuspend restores service when the match is a false positive.
- Cancel organization closes it when the match is confirmed. A cancelled organization is read-only, apart from billing and exports.
Each action asks you to confirm, and the change is recorded in the audit log.
Resolving an organization does not remove its screening from the list. The row's status badge shows the organization's current status, so a resolved row reads Active or Cancelled.