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…

William Harper
Updated 6 months ago by William Harper

How to Block an Email Address

Overview. Scenarios arise when an Advocate may violate the terms and conditions of your referral program and you would like to block their email Address(s) so they do not receive future rewards throu…

William Harper
Updated 6 months ago by William Harper

How to Manually Add Credit 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. This feature is only available for…

William Harper
Updated 11 months ago by William Harper

How to Manually Remove Credit from 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 remove credit from their account as needed. This feature is only availabl…

William Harper
Updated 11 months ago by William Harper

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…

William Harper
Updated 2 months ago by William Harper

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…

Avital Negev
Updated 6 months ago by Avital Negev

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…

Avital Negev
Updated 11 months ago by Avital Negev

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…

William Harper
Updated 2 weeks ago by William Harper

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.…

Avital Negev
Updated 9 months ago by Avital Negev

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…

William Harper
Updated 6 months ago by William Harper

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…

William Harper
Updated 6 months ago by William Harper

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…

William Harper
Updated 3 weeks ago by William Harper

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