Getting Started with Friendbuy
Referral Campaign Management
How to Configure Tiered Rewards
How to Run an A/B Test
Setting Up Max Clicks for Referral Links
Setting Up a Friend Incentive
Setting Up an Advocate Reward
Settings & Configurations
How to Add Codes to an Existing Code Bank
How to Create a New Code Bank
How to Generate Coupons in Bulk for Shopify
Setting Up Low Code Bank Notifications
How To Enable the Attentive Integration
How to Enable the Iterable Integration
How to Enable the Klaviyo Integration
How to Enable the ReCharge Integration
How to Enable the Tremendous Integration
How to Enable the Yotpo Integration
How to Integrate Friendbuy with CartHook
How to Leverage Friendbuy with Kustomer
How to Leverage the Friendbuy and Ethyca Integration
How to Leverage the Friendbuy x DataGrail Integration
How to Send Referral Links Post Positive Product Review (Okendo)
How to Send Referral Links Post Purchase through Klaviyo
How to send Referral Links Post Product Review (Yotpo)
How to send one time emails with referral links through Klaviyo
Trigger a Direct Mail Campaign to Drive Referral Program Awareness (Friendbuy x Iterable x Poplar)
Customer Service Portal
How do I change my password?
How do I check the status of a referral?
How to Block an Email Address
How to Create a New Code Bank
How to Manually Add Credit to a Customer's Account
How to Manually Remove Credit from a Customer's Account
Override a Rejected or Pending reward
Resend Reward Email
The Customer Service Tool Guide
The Referred Friend put in their email address but didn’t get their coupon code. How do I find this?
What is a typical referral flow?
Why didn't the Advocate receive a Reward for a successful referral?
Why was my customers reward rejected?
Analytics & Reports
How are Conversions Tracked in Friendbuy?
How long is the Referred Friend attribution window
How to Apply Theme Changes to a Widget
How to Create a New Theme
How to troubleshoot login with New Device Verification
What are Fraud Checks, Tier Checks, and Rules Checks in the Rewards Report?
What are some common scenarios, and how do I troubleshoot them?
What do the Reward Statuses and Definitions mean?
What does Fraud Protection do?
What is a Friend Widget?
What is a self-referral redirect URL?
Updated by William Harper
Common Scenarios & Troubleshooting Steps
Why did this happen?
Friend’s qualifying purchase is in the system, but the Advocate was not rewarded.
It is possible that the Referred Friend made the purchase on a different device, along with forgetting to apply the coupon at checkout.
In ‘Customer Service’, search for the Friend’s email. Under purchases, see if the purchase had a coupon code used. If the coupon code was not used, there is a high likelihood that the missed conversion was due to making a purchase on a different device than what was originally cookie’d.
The Referred Friend is stating that they put their email into the Email Capture widget, but never received the coupon code.
Depending on their email settings, the email may have been sent to spam.
In ‘Customer Service’, search for the Friend’s email. Under Friend Incentives, see what coupon code the Friend was issued, and you can provide it to them directly.
The Referred Friend is stating that they’re getting a “Sorry, it looks like you’re ineligible for this offer.” error in the Email Capture widget.
In most cases, this is because of the customer getting to the Email Capture widget “outside of the normal flow”, possibly indicating that they were never referred to your site. This could also happen if opening the referral share in an Incognito/Private window.