Reward delivery / support
Route the customer to the team that can answer the question
A recipient should not need to understand the boundaries between merchant, delivery service, program provider, issuer, and network to find useful support.
Define ownership by question type
Map common questions about Shopify eligibility, notification delivery, account access, card terms, and disputed activity to the responsible support path. Avoid publishing internal contacts or unsupported promises.
- Eligibility question
- Missing message
- Access problem
- Card-use question
- Escalation request
Pass context, not sensitive card data
A handoff should preserve the relevant order and program reference, current state, and issue category. Do not copy full card details or authentication secrets into general service records.
Close the loop visibly
Define who communicates resolution and which record reflects it. The recipient should not receive conflicting answers from separate teams after a handoff.
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.