The Customer Service Tool Guide

William Harper Updated by William Harper

When working with customers on troubleshooting referral issues, the Customer Service feature is your go-to tool! Here is a little guide to help you get started.

Advocate Rewards

One of the most common questions that customers may ask is ‘Where’s my reward?’ there could be many different reasons for this, and the ‘Advocate Rewards’ tab is the best place to look for Reward Statuses and more!

  1. Click ‘Customer Service’ on the left-hand menu
  2. Enter in the advocate’s email address
  3. Press ‘Enter’ to search!

In this scenario, we can see that the reason the advocate wasn’t rewarded was due to an ineligible purchase made by the referred friend. Other items that you can find in this area are items like the coupon code the advocate was rewarded with, the Friend’s purchase details, and even the coupon code they used for their purchase.

Here’s a list of the statuses you may come across:

Reward Status

What this means:

Rewarded

The Referred Friend (the referee) has made the conversion, and the reward for the Advocate (referrer) has been validated and approved by Friendbuy.

Rejected

if the reward is Rejected, it could be due to one of the following reasons:

Not Eligible

if reward is Not Eligible, here are all applicable reasons for ineligibility: 

Pending

There are conditions that must be triggered before the reward can be sent. This status usually occurs when the referred friend has purchased a product, but is still able to return the product. Once the window of time (reward delay) to return the product has expired, this status will update to “Rewarded”. This can also appear due to an integration.

Shares

There are times when you’d need to look up the status of a Share, such as when the advocate (referrer) isn’t sure of where the referred friend is in the referral process. Here’s how you can look up the status of a Share!

  1. Click ‘Customer Service’ on the left-hand menu
  2. Enter in the advocate’s email address
  3. Press ‘Enter’ to search!
  4. Click the ‘Shares’ tab

Notice that you can see the status of the share, the status of the incentive, even what purchase was associated with the referral. Here are the definitions of each status you may come across:

Share Status

What this means:

Email Captured via Referral Link

Referred friends who have clicked on a pURL or social media post were directed back to your site, and entered their email address into an Email Capture Widget to receive an incentive.

Email Sent

An advocate shared with a friend via Email and the email was successfully delivered.

Email Opt-out

A referred friend has opted out of receiving Share Emails from Friendbuy, and was not sent the referral email.

Bounced

The email was attempted to be sent to the referred friend, but the email failed to deliver. This most commonly happens due to a misspelling of the email address.

Friend Incentives

There may be cases where your team needs to find what coupon code was distributed to a referred friend, or to find out why a referred friend was unable to receive a coupon in the first place. The ‘Friend Incentives’ tab will allow you to see what incentives a particular customer has received as a ‘referred Friend’.

  1. Click ‘Customer Service’ on the left-hand menu
  2. Enter in the friend’s email address
  3. Press ‘Enter’ to search!
  4. Click the ‘Friend Incentives’ tab

Purchases

When an advocate is wondering why they weren’t rewarded for their friend’s purchase, or if you’re wanting to see what referrer a Friend’s purchase was associated with, the ‘Purchases’ tab is the place to go!

  1. Click ‘Customer Service’ on the left-hand menu
  2. Enter in the friend’s email address
  3. Press ‘Enter’ to search!
  4. Click the ‘Purchases’ tab

Under the ‘Advocate’ tab, you can find which advocate the purchase was associated with! This may be particularly useful if one person has received multiple referrals, and if one of the advocates was confused as to why they were not the one to be rewarded.

How did we do?

Resend Reward Email

The Referred Friend put in their email address but didn’t get their coupon code. How do I find this?

Contact