eReward operations / decisions
Communicate the decision that has been made, not the one expected
A reward decision establishes the purchase's outcome under the promotional offer. The digital message must reflect that outcome accurately and distinguish it from the later access stage.
Use statuses with distinct meanings
Agree the meaning of the program's terms before they appear in customer communication.
- Pending
- Qualification is not complete; a final outcome should not be implied.
- Eligible
- The applicable decision supports the benefit; explain the delivery or recipient step that follows.
- Not eligible
- The purchase does not meet the relevant conditions; provide an appropriate explanation and inquiry route.
Match the next message to the result
A pending case needs a clear expectation or update route. A favorable decision needs an explanation of delivery or access. A non-qualifying outcome needs an understandable connection to the offer. These messages serve different purposes and should not be generated from one vague promise of a reward.
Account for reconsideration
A changed Shopify order or corrected purchase information may require further consideration under the program terms. Keep the current decision and recipient communication aligned. Do not introduce a universal recovery, cancellation, or reissuance policy on the basis of a generic content guide.
Digital reward brief
Connect the Shopify purchase to a confident recipient experience.
Discuss your Shopify offer, notification journey and recipient access questions.