Customer Service Portal
How do I check the status of a referral?
The best way to locate this information would be by looking at the ‘Shares’ tab in the Customer Service tool. Follow these steps to find out the status of a referral an Advocate has made: Click ‘Cust…
How to Manually Add or Remove Credit / Points to a Customer's Account
Overview. This feature allows you to view a summary of total credit a customer has earned, as well as the ability to manually add credit to their account as needed. Note : This feature is only availa…
Why was my customers reward rejected?
Overview. One of the most common questions you may receive from your customers using the referral program is "Where is my referral reward?" In this help article, we'll be talking about how you can fi…
The Referred Friend put in their email address but didn’t get their coupon code. How do I find this?
This can be a fairly common question that arises if a customer’s inbox sent the coupon code email into their spam, and wasn’t able to easily find it. Luckily, this is another easy find using the Cust…
Resend Reward Email
Overview. Resending an Advocate Reward email or a Friend Incentive email is helpful when users cannot find their reward email, or if they're experiencing issues with the reward that was sent to them.…
Override a Rejected or Pending reward
Overview. Advocate Rewards and Friend Incentives may get rejected in cases where the customer failed the fraud check(s), or if they may not be eligible due to not passing the business rule(s). This t…
How to Search for a Customer Profile
Customer care representatives can use the Customer Service Look Up feature as a tool to find customer info quickly and efficiently. Use the search functionality to look up a customer profile and view…
How to create a Manual Referral
Overview. There are a few reasons why a conversion may not be tracked within the platform, such as a user switching between devices before making the purchase, or a dropped cookie. When a customer re…
Why didn't the Advocate receive a Reward for a successful referral?
This is a common question that can have a few different answers! Let’s start off by navigating to the ‘Customer Search Tool’ Click ‘Customer Service’ on the left-hand menu. Enter in the Advocate’s em…
Reasons for Rejected Advocate Rewards and Friend Incentives
Overview. Whenever looking into the reporting for either your Advocate Rewards or your Friend Incentives, you may come across different rejected reasons as to why the customer was not able to receive…
