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QDPI-16 Referral Feature Briefing

Tentative Release Date

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8/20/2024

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Description

QuiteLike plans to launch its referral program to reduce CAC.

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https://quitelike.atlassian.net/browse/QL-288⁠

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What is the user experience

1. How does a customer refer a friend

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2. How does friend get discount

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3. How does a customer know when the credit is added to his/her account

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4. How can a customer see the credit applied on his/her upcoming order

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What does the Referee and Referrer Get

Referee (customer) gets $80 credit that can be used to off-set plan price (excluding shipping and top ups) on any full price purchases for each successful referral. For example, if customer has $180 referral credit and the next full price order is $144 (plan) + $20 (top ups) + $9.99 (shipping) then customer will redeem $144 referral credit and pay $29.99 for this order, and his/her new referral credit balance is $36

Referral (friend) gets up to $80 discount on the first box (excluding shipping and top ups), so if the friend choose 2P2M which is $62 (plan) + $9.99 (Shipping), then s/he pays $9.99. If the friend choose 4P4M which is $162 (plan) + $9.99 (shipping) then s/he pays $162 - $80 + $9.99 which is $91.99

How Long Does it Take for Customers to Get Credit

Depends on when the friend’s box is fulfilled (i..e it has been delivered), When signing up to the account the friend can choose, say if customer shares the referral on Day 1, and friend choose the 3rd menu which is fulfilled on Day 15, then the credit is added into the customer account on Day 15. But rest assured, customer will receive an email confirmation when the credit is added to his/her account.

What is The Terms and Conditions

For referee (customer): With the Referral Offer, a customer (“Referrer”) will receive an amount of QuiteLike credit (“Credit”) towards their next box for every first time QuiteLike customer (“Referred Friend”) that uses the Referrer’s unique referral link when signing up to a flexible weekly subscription with QuiteLike. The Referred Friend must have agreed to receive communications from the Referrer about the Referral Offer. The Credit amount is $80. The Credit is automatically applied to the Referrer’s next eligible order. Orders are eligible if they are active and full price. Credit is applied once the Referred Friend places an order with QuiteLike. Credit can only be applied to full price orders, excluding shipping. This Referral Offer cannot be combined with other offers. Referrer’s can only apply the Credit once per full price box. This Referral Offer is for personal and non-commercial use only. QuiteLike reserves the right to revoke the Referrer’s Credit if the Referrer’s unique referral link is published on a public forum.

For referral (friend): When a first time QuiteLike customer (“Referred Friend”) signs up to a flexible weekly subscription with QuiteLike using the Referrer’s unique referral link, a discount will be applied to their next order (“Discount”). The Discount amount is $80 on the first order. The Referral Offer is available to first time customers only and cannot be used in conjunction with other offers. The Discount only applies to the Referred Friend’s first order with QuiteLike and excludes shipping. Remaining or unused credit cannot be accumulated. Subscription changes including cancellation must be made by the cut-off day prior to the scheduled delivery. Unique referral coupon code is expires after 30 days from being generated. Full Terms & Conditions can be accessed online. (edited)

What Fraud Prevention Mechanism Do We have In Place

Referee (customer):

Maximum number of successful referral is 10 (or maximum referral credit is $800) within 7 calendar days for the same referee IP address, if customers exceed the number s/he will not earn further credit. > Friend still get discount but customer do not get credit

Referee and referral email address cannot be the same or similar > Friend cannot see discount code

Referee and referral IP + browser (version etc) cannot be the same > Friend cannot see discount code

Referee will not get credit if the referral is an existing customer > Friend cannot see discount code

Referee will not get credit if the referral’s IP+browser is the same as any existing customer > Friend cannot see discount code

Referral (friend):

Referral’ won’t see discount code if referee and referral email address cannot be the same or similar > Friend cannot see discount code

Referral’ won’t see discount code if referee and referral IP + browser (version etc) cannot be the same > Friend cannot see discount code

Referral’ won’t see discount code if his/her email is the same as any existing customer > Friend cannot see discount code

Referral’ won’t see discount code if his/her IP+browse is the same as any existing customer > Friend cannot see discount code

What Error Message Does the Friend See:

When friend cannot see discount code this is the screen they see:

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When the friend already used the discount they see error message:

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For other errors, customers will see error message “Something went wrong when generating your coupon code, please refresh page to try again.”

And if customer is using iphone with Safari browser and they have selected to “Hide IP Address” from “Trackers”, they will see this error message “To get the discount code you’ll need to turn off the "Hide IP address" option in your Safari privacy settings, then click the referral link again.”

How can Customer Case Team

1. Check the status of a referral

1. Log into Yopto Loyalty and Rewards app via Shopify

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Screenshot 2024-08-19 at 10.22.37 AM.png

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2. Find the customer under “Customer” Tab

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Screenshot 2024-08-19 at 10.23.52 AM.png

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3. Check if the friend’s box has been fulfilled under “Referral Link History”

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Screenshot 2024-08-19 at 10.26.25 AM.png

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2. Help referees check his/her current credit balance

Find the customer in Shopify

See the credit balance as a customer tag

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Screenshot 2024-08-19 at 10.32.45 AM.png

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3. Trouble shoot for customers who claim they did not get a certain referee credit and find out when they will get it

Check if it is a successful referral > the referee and referral does not meet any criteria under the fraud prevention mechanism

If YES, Check if the friend has completed sign-up > go to Yopto and check the friend email status under “Referral Link History”

If YES, then find out when the first box is delivered > go to Shopify to find out the fulfilled date of the friend by searching the friend email in order

If YES, Check how many successful referral the customer has made in the past 7 days > will not get credit if it is more than 10

5. How to Adjust Customer Credit if Needed

If a customer has called up saying they haven’t received their referral credit even though their friend has already signed up and had their first order delivered you can manually complete a referral in Yotpo.

Verify if the customer is telling the truth, you can use the friend’s name, email, mobile, address to validate if this friend has indeed signed up and received the first box

If Yes, then follow the steps detailed in the “

Check the status of a referral⁠

” above.

Find the friend’s email address and if it is in “Unmet conditions” status click ‘Details’

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3. In this example it was not the friend’s first purchase hence the X against that condition. Click on “Manually complete referral”

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4. Click ‘Yes, complete referral’

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5. This will award the customer their $80 credit instantly and they will receive the Referral complete email to notify them.

6. If you aren’t able to manually complete the referral this way via Yotpo, you may need to apply a custom discount to their future order in Submarine as per the current process.

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