Frequently Asked Questions About the Rewards & Referrals Program

 

 

Introduction

The Rewards & Friend Referral Program is an included option for all DermPRO online stores. If you have Rewards & Referrals enabled, your patients may be earning Reward Points by purchasing online, creating a store account, signing up for your newsletter, reviewing store items, and/or referring friends. Please refer to the help article, How to Configure the Rewards Program in Shop Manager, to learn how to check your store's Rewards Program Configuration and how to edit the configuration.

 

Here are some Frequently Asked Questions about the program.

 

 

Q. How does the Friend Referral Program on my store work?

A. The Friend Referral Program is an option within the Rewards Program. Along with other Reward Points Earning Activities, you can enable points to be earned by referring a friend who creates an account and makes a purchase on your store.

 

The default configuration on DermPRO stores is:

• Earn 10 Points ($10) for every friend who signs up using your referral code, referral link, or referral email address when they create an account on the store, and they make their first purchase.
• Your referred friend will automatically receive 10% off their first purchase on the store.

 

A description of this rewards program benefit is included on the Rewards Program Information page of your online store. In most cases, you will find this page at your store-domain/rewardpointsinfo or by clicking on the "About the Rewards Program" link in the footer of your store.

 

 

Q. Where can my customer find the Friend Referral code or link that they can provide to friends?

A. The Customer Account Dashboard on your store is where your customers can find information about their Rewards status and information about sharing their Referral code or link with friends. From the Account Dashboard, click on My Rewards from the left menu.

 

 

 

Details of the program, your Points Balance, etc are shown on this page. There are also a Rewards Menu Options on the left which allow you to explore more details of the transaction history and the referral program.

 

 

 

 

Click on "My Referral" to find the referral program's multiple options, including a referral link, a referral code, and the ability to directly email friends.

 

Once a friend has been referred, they can visit the Sign Up form on your store, which includes a field where the referred friend may enter the Referral Email Address or Code that was provided to them by their friend who referred them. If the friend visits your store using your Referral URL/Link, when they go to the Sign Up form, the referral code will automatically be pre-filled in the Referral Email Address or Code field.

 

 

Q. My patient says he didn't receive reward points for his purchase. Why not and what can I do?

A. First, ask the patient for the order number of the purchase on which he expected to earn points but didn't. Then review the order details in Shop Manager > Orders to determine the following:

 

• Was he checked into his store account at the time of the purchase? If the Customer Group shows "Not Logged In," that is the reason he did not earn reward points on his account. In this example, the patient was Not Logged In to an account and therefore did not earn points on the order.
  
• Did the order subtotal exceed the minimum amount required to earn points? For example, if the purchase was for a $45 skincare product, and your store's points earning rate for purchases is 2%, the order subtotal must be $50 or more in order for reward points to be earned.
• Did the patient purchase items that qualify for rewards? For example, if the patient purchased a gift card and your store is configured to exclude gift cards from earning points, that is the reason he did not earn reward points. DermPRO's default configuration (and the one that most stores use) does exclude Gift Card and Membership purchases from earning points.
• If all of the above requirements are satisfied, do the Order Details indicate that points were earned for the order? If the order qualified for points, the Earned points are displayed in the Order Details, on a line just below the Subtotal. If you see points there, you can check the customer's details (click on the Order & Account Information tab in the Order Details to find a hyperlink to the Customer Details).
  

 

Depending on the answers to the above questions, if you decide to add points to the patient's account, refer to the next question for information about how you can do that.

 

NOTE: If there is indeed a problem with the rewards configuration and it did not behave as expected based on your configuration, please submit a support ticket to let us know.

 

Q. I would like to adjust a customer's points balance as a courtesy. Can I do that?

A. Yes. Open the Customer Details from Shop Manager and click on the Rewards tab to find a customer's Rewards History, including details on all points earned, spent, and expired activity. There you can also see the customer's current points balance, and you can add or redeem reward points manually for whatever reason you have for doing so. Follow the instructions in the article, How to Adjust Customer's Reward Points.

 

Q. A customer used a large number of reward points on her first online order. How did she earn those points if it's her first order on the store?

A. If you see an order that is a customer's first online order and they redeemed more than 3 or 4 points (generally earned by creating an account and subscribing to your newsletter), it is most probably a situation where the customer used a friend referral link/code to create their account.  The default Friend Referral Offer is 10% off your first online order, so if the reward points being redeemed amount to 10% of the order total, this is further indication that the points are a result of a Friend Referral.

 

In summary, these are indicators that a purchaser used a Friend Referral Offer:

• Large amount of points used on the customer's first online order
• There is no record of the points having been earned when you review the Reward Points History in the Customer Account
• The points used represent 10% of the order subtotal (or whatever you have your Friend Referral Offer configured to award to referred friends)

 

If you are unsure or want to confirm if that is the case, please submit a Support Ticket and ask us to confirm if the customer used a Friend Referral Offer. We can look up the customer's email in the Referral Invitations History to confirm it.

 

Q. Why did my patient not get reward points for all of the reviews she submitted?

A. If it looks like points should have been awarded for a Review but they weren't, it's likely that the maximum number of points per day has been exceeded. Check your store's Product Review Earning Rules to see what the maximum number of points per day is. If the patient submitted multiple reviews in one day, they will only actually receive up to the daily maximum number of points.

 

 

Q. If an order is refunded, what happens to the Reward Points that were earned or spent on that order?

A. When an order is refunded, the corresponding points that were earned and/or spent are proportionately deducted from and/or returned to the patient's rewards balance at the time the refund is processed. The Refund screen in Shop Manager displays the earned/spent points adjustments where the refund calculation is displayed.

 

Q. Can I limit the types of purchases that a customer can earn reward points on?

A. DermPRO's default configuration is such that 5% is earned in reward points on products and services purchases; rewards are not earned on gift cards or memberships. However, the Rewards configuration is highly customizable and allows you to determine the types of items that earn rewards, as well as the earning rate.

 

For example, you may limit rewards to be earned only on products. Refer to the help article, How to Configure the Rewards Program in Shop Manager, to learn how to configure the types of Listings that qualify for program. If you want to assign different earning rates on products versus services, you can also do that. DermPRO's support team can configure that for you, so please submit a support ticket to request such a configuration.

 

Q. Can I limit the redemption of reward points?

A. DermPRO's default configuration is such that points may be redeemed on products and services purchases, up to the total purchase amount; rewards are not redeemable on gift cards or memberships. However, the Rewards configuration is highly customizable and allows you to designate the types of items on which reward points can be redeemed, as well as the maximum redemption allowed on a given purchase.

 

For example, you may limit rewards to be spent only towards the purchase of services. You may also limit points usage per order, either by designating a maximum number of points redeemed per order, or a maximum percentage of the order amount that can be paid for by points. 

 

A common configuration is to limit points redemption to 50% of the cart subtotal. For example, if the cart total is $200 and the patient has 200 points, the patient will not be able to spend all 200 points and have a $0 order. The patient will only be able to apply 100 points to the order and must pay the other $100.

 

Refer to the help article, How to Configure the Rewards Program in Shop Manager, for instructions on configuring the rewards program.

 

 

Q. How can my staff view a patient's reward points transaction history?

A. The customer information page in Shop Manager includes a tab that provides the patient's rewards history. Visit Shop Manager > Customers > All Customers to see a list of store account holders. Use Search, Sort or Filter functions to locate the customer and click on the pencil icon to open the customer's details. Click on the Rewards tab to view the customer's rewards balance as well as a history of their rewards earning and spending transactions. The transactions include earning and expiration dates, as well as details of the transaction type/actions.

 

 

Q. How can my patient view their reward points transaction history?

A. The Customer Account Dashboard includes a My Rewards menu with a Transactions option for reviewing your rewards history.  The patient should log into their store account and from the Account Dashboard select My Rewards > Transactions to see a list of rewards transactions. The transactions include earning and expiration dates, as well as details of the transaction type and number of points earned.

 

-----END----