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Overview

While running programs and campaigns with Extole, your customers may have questions about their participation in the program. The Extole platform provides customer support tools to help you answer these questions. The most common question a customer asks is “Why didn’t I get my reward?” Available support tools:

1. Search For People: Find users participating in your program and see what has happened.
2. Approvals: Look for events in the system.
3. Event Live View: Monitor the stream of events into Extole to investigate technical or integration questions.
4. Extole Support Team: Email support@extole.com for additional resources.

The main tools you will use to help answer those “where is my reward” questions are the Search for People and Approvals tools.

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Search For People

Search For People is available by clicking User Support from the sidebar. This feature can be used to find information about a specific person participating in one of your programs. You can search for a user on the following fields:

• Email Address: In programs with a sharing component such as referral programs, an advocate’s email address should always be available because it is required for the advocate to share. Email addresses will not be available for people who are referred (friends) unless they are explicitly entered via the share experience. Email addresses may or may not be available with other, non-referral programs depending on your implementation. only available for a friend if it has been passed to Extole using a context tag. Otherwise, friends are anonymous in the system.
• Order Number (partner conversion ID/custom partner ID): This is the unique identifier for an event the person has done. For example, a purchase event might have an order number, while creating a new account might have an account opening number.
• Code/Sharable: This is the code at the end of the advocate’s share link in referral and other sharing programs. For example, in refer.client.com/lindsey, the advocate code/sharable is “lindsey”.
• Coupon: If the person you’re looking for has made a purchase using a coupon, you can search for the coupon code they used.
• User ID (partner user ID): Your unique identifier for the person you’re looking for, such as an account ID or member ID.
• Extole Person ID: Extole’s unique identifier for the person.
• Event ID: Extole’s unique identifier for an event the person has done.

Once you perform a search, select any of the returned results to view user details.

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User Details

When you select a single user, you view details related to how the user has interacted with your rewards program.

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View Person

You can view a person by clicking their email under the person section when searching for users. The View Person page provides a high-level overview of the user. It includes the user’s share links for each program they have participated in as well as their social graph, which includes people they were referred by and people they referred to. This page will help you confirm if a user is the one you’re searching for. This page also allows you to block a user or create an event on their behalf.

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Approvals

Under the Person overview, you will see a list of all Suspicious or Passing events that that person has generated. You can toggle between the two event states and sort by specific Event Types that occur in your programs. From this tab, you can manually approve or decline these events. Under the “Suspicious” tab, you can see the events that are flagged. Here, you will be able to understand which campaign that event originated from, the date it occurred, the business or quality rule that event violated, the type of event it is, and if the event was referred. You can also hover over the Rule Results to get a tooltip explaining the specific quality or business rule the event failed. This is how you will understand why they did/did not receive a reward.

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Activity

In the activity section, you can see the various events that this user has created through within your programs. In addition to showing any activity they’ve had within your program(s), this screen will also show you any of the rewards they’ve earned.

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Reward Details

If a person has earned any rewards, they will be listed under Rewards. Here, you will be able to see the type of reward they have earned, the event that caused them to earn the reward, and the state of the reward. You can click on the specific reward itself to see further details about the reward:

• Status [Earned / Fulfilled / Sent / Redeemed / Canceled / Failed] Indicates if the reward has been sent, needs to be retried failed to send, or has been redeemed.
• Reward: name of the reward
• Reward Value: dollar amount or percentage for the reward
• Code/ID: if applicable, the coupon code
• Campaign: the campaign in which the reward was earned
• Extole Reward ID: Extole’s unique identifier for the reward

You’ll also be able to see the reward history — when did this person earn the reward, when was it fulfilled, when was it sent out to the recipient, and when was it redeemed? This screen also gives you the ability to resend, cancel, or revoke the reward. The resend function uses the following flow:

1. If there was a fulfillment issue (such as no available coupons or gift card funds), a new reward is generated and sent.
2. If the reward was sent previously, the same reward will be sent again.

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Approvals

To be able to approve or decline any recent event from your program, expand User Support in the sidebar and click Approvals. Similar to how you can view Suspicious or Passing events for a specific person under the View User page, you can do the same thing for all recent events for all of your campaigns. Here, you can manually approve or decline these events. If suspicious events are approved, a reward will be triggered and sent out. You can search through all suspicious/passing events, or filter by specific event types. If there is a specific suspicious**** event you would like further details on, you can click on the Event to understand why it was flagged. Here, you will have all the information about the event, including the campaign the event originated from, advocate and friend information, as well as the rules the event passed or failed. This screen also gives you the option to manually approve or decline this event. You should set up an event approval structure that works well for your company. You can see some examples in the article: Approving and Declining Events Workflow.