Program operations / decisions
Make every reward outcome traceable to the program terms
A reward decision should show which policy applied, what Shopify evidence was considered, when the decision occurred, and what customer state followed.
Define understandable decision states
Use a limited set of states that distinguish incomplete evidence, pending review, eligible outcome, ineligible outcome, and changed-order review. Each state should have an owner and allowed next action.
- Evidence incomplete
- Review pending
- Decision complete
- Change under review
- Exception escalated
Record reasons without exposing controls
Use stable internal reason categories for reporting and support. Customer explanations should be accurate and useful while detailed risk logic remains protected.
Separate decision from delivery
A completed reward decision does not prove that a notification was received or a card was accessed. Preserve delivery states independently so exceptions are assigned to the right team.
Digital reward brief
Connect the Shopify purchase to a confident recipient experience.
Bring the customer objective, eligible order concept, delivery expectations, and unresolved program questions.