Shop LC Customer Referral Process

1. Table of Contents
● Common Terms & Customer Experience
● Advocate Sign-Up & Share Page
● Friend Shares (Social, SMS, Email)
● Friend Claim Page
● Advocate Reward Paid Email
● Campaign Rules
● Portal Overview + Referral Examples
● Agents- What To Do If

2. Common Terms
Advocate - Person referring friends
Friend - Referred person
Share - When an advocate sends an invite to their friends
Referral - When a friend accepts the invite (makes a purchase, signs up)
and closes the loop on share
Incentives - the “Reward” for signing up or inviting friends. Given to both
the friend and advocate, can be the same value or different
Blacklist - A list of referrers that display suspicious behavior and should
not be allowed to participate in campaigns
Fraud - Behavior displaying attempt to game the system

3. Advocate Sign-Up & Share Page

4. Friend Shares (Social, SMS, Email)

5. Friend Claim Page

6. Advocate Reward Paid Email
Congrats! You've earned 40% at ShopLC !
You've earned 40% off your next purchase at
Shop LC because your friend, friend@example.com,
made a purchase from your invite!
Redeem with your next purchase
(we've added it to your account as a credit).

7. Campaign Rules
New Customer Yes
Friend must be new
customer
Minimum Spend -
No minimum spend required
for advocate to receive
reward
Offer 30% off first order $5 account credit
Friend Advocate
➢ Friend coupons are distributed by Shop LC & are shown on the friend claim page.
➢ All coupons are single-use coupons.
➢ Not valid on $1 Online Auctions. Coupon codes cannot be combined.
40% when they make a
purchase

8. Shop LC’s fraud settings
Block Advocate:
Advocate will not receive a
reward if their referral is
blocked. If for some reason
the advocate should be
approved, you can approve
the blocked referral manually
in the Customer Service
Portal so the Advocate can
be rewarded.
IMPORTANT: This won't
affect Friend rewards.
Block Friend:
Friend will not receive a
reward if he is blocked, as we
recognize this user as trying
to game the program.

9. Platform Settings
1. Advocate can not send an email to themselves
Talkable prevents Advocate from being able to send an email to themselves.
Ex: Advocate with email advocate@example.com invites themselves by sending a share email to
advocate@example.com. Talkable will detect this is the same email address and will not send
the email.
2. Advocate Self Referral with Same Email
Talkable will not give out a reward in the case where the Advocate and the Friend have the
identical email address.
Ex: the email address of the Advocate is advocate@example.com and the email address of the
friend is also advocate@example.com. Talkable will detect this as the same email address and
will not provide a referral reward in this case.
3. Advocate coupon cycling protection
Referral friend discounts are not valid with any other referral rewards promotion. Friend may
only use one discount at a time in order to qualify for the referral program.
Example: Friend makes a purchase on your website. At checkout Talkable notices that the
Friend used an Advocate coupon code or Advocate gift card to get an additional discount.
Talkable will detect this and will not provide a referral reward in this case.

10. 4. Email validation
Talkable will not send an email to incorrect email address.
Example: Talkable detects a typo in the email, an incorrect email format, or detects that an
email address is unreachable (invalid) through data validation checks against a known list of
valid addresses.
5. One reward per friend referred
Advocate gets rewarded only once in the case where the friend visits a particular referral link
multiple times.
6. The # of email shares per IP address is limited to 500
The maximum number of email shares per single IP address is 500 per day. This is to prevent
spamming in the program. The 500 limit was chosen after analysis of the data that showed this
cut off was high enough to allow for normal usage (even in offices) while still preventing
spammers from abusing the program.

11. CS Portal Overview
What is the portal?
The CS Portal allows you access to
referral data in order to answer
customer inquiries and make
informed decisions.
● Search for pending referrals
● Access all information associated
with
an advocate or referred friend
● Blacklist individuals for fraudulent
behavior
● Manually create referrals

12. CS Portal Overview
Person Lookup
The main screen (titled “Person
lookup”) of the CS portal displays a
simple search for the following
data:
● Advocate Email - The email of the
customer that shared with a friend
● Friend Email - The email of the
user who received a share email
● Order Number - The order
number from your system
● Claim Page URL - the URL of the
share

13. How to check Friend reward status:
Things to look for:
Same IPs
Same UUID
Referral status
Coupon used

14. How to check Advocate reward status:
1) Lookup Advocate in Customer
Service Portal by entering their
email
2) Search & find correct referral
relationship
3) Next to advocates name,
under Reward, see blocked
reason or click on “referral
details”

15. CS Portal Overview
Pending Referrals
The “Pending Referrals” tab
allows you to:
● View and approve or void any
referrals that have been “flagged”
through our fraud settings
● Note: “Flagged” referrals require
a manual approval process.
Currently all settings are set to
“block” meaning they will be
automatically be blocked by our
system and no action is required
by you.

16. CS Portal Overview
Blacklisting
The blacklisting page allows you to:
● View emails that have been
previously Blacklisted
● View IP Addresses that have been
blacklisted

17. CS Portal Overview
1) Go to the “Create Referral” tab in
the customer service portal
1) Click on “I want to create a new
order”
2) Enter the following information:
a) Advocate’s email address
b) Friend’s email address
c) Order number
d) Order subtotal
e) Coupon code, if applicable
1) Click on “Create Referral”
1) Click on “Approve” on next page
1) Advocate will receive an email
with their coupon code

18. Agents- What To Do If
If you are unable to resolve the customer’s concerns email
csmanagers@shoplc.com so that the referral(s) can be reviewed. Please
include the following information:
The customer's name
Phone number
Email