The merchant’s sequence
A focused sequence keeps the campaign objective connected to the experience customers receive.
- Choose the audience, purpose, and eligible purchase.
- Agree the offer terms, responsible parties, and communication expectations.
- Use the relevant order information to determine qualification.
- Connect the outcome to the applicable benefit-delivery process.
- Respond to questions and evaluate the campaign against its objective.
The customer’s sequence
The customer should see the qualification conditions before buying, understand the current outcome afterward, and receive clear instructions when the benefit is available. Some programs have a claim step and some do not. A merchant should not add an assumed step to the explanation.
When the ordinary sequence changes
A Shopify cancellation, return, or corrected order may affect the offer. A recipient may also need help locating an access message. The terms and responsible support team should explain the next step without equating an order problem with a card-transaction problem.
COMMON QUESTIONS
Incentive program questions and answers
Does Shopify issue the incentive card?
A purchase taking place on Shopify does not make Shopify or the store the card issuer. The actual card is governed by its issuer and applicable program terms.
Can the program be judged by delivered cards alone?
No. Delivery is a program milestone. Assess customer experience, relevant purchase outcomes, and campaign costs separately.