Explain what makes an order eligible
Describe the relevant products, campaign window, customer conditions, and treatment of order changes. Shoppers should be able to distinguish an eligible order from another ordinary store purchase before they pay.
Separate the stages in the customer message
For a collection promotion, a confirmation that the store received an order should not read as confirmation that a card is ready. Match the wording to the actual stage.
- Order placed: acknowledge the purchase without implying qualification.
- Eligibility assessed: explain the result under the campaign terms.
- Benefit approved: identify the next applicable step.
- Access available: direct the customer to the relevant instructions and terms.
Keep changes visible
A cancellation or partial return can change the facts on which qualification depends. Decide the treatment within the offer terms and route questions to the responsible team. Do not invent a universal reversal policy for every order-based program.