Overview
Your referral marketing program exists to bring in good business, but there are plenty of people out there who don't play by the rules. Extole's quality engine works to catch people who are manipulating a campaign in violation of your program's terms. The most common offenders are users who attempt to be both the advocate and the friend in a referral transaction (this is known as a self-referral).
It's best to catch bad behavior before it happens, but unfortunately, this is not always possible. If there is a bad user or bad share in your program, you can disable the user or block the share that is causing the problem.
Block a User
If a user has violated the terms of your program, you can disable the user by following these steps:
Click User Support on the sidebar.
Search for the user by email address (or last name, order/partner conversion ID/custom partner ID, code/shareable, coupon, user ID, Extole person ID, or event ID) and select their profile from the list to bring up their user details.
In the top right corner, click Block.
Blocking a user does the following things:
All pending events (such as shares, clicks, and conversions) are immediately blocked and declined.
All new events are immediately blocked and declined (e.g. shares will not be sent).
Any clicks on that user's share will be declined. This means that any new friends will not receive any rewards.
Any transaction event, such as conversions, account openings, and quote submissions, will be blocked and declined. This means that no one will receive any rewards.
Unblock a User
If you want to allow a user to participate in your program again:
Go back to User Support from the sidebar.
Search for the user by email address (or last name, order/partner conversion ID/custom partner ID, code/shareable, coupon, user ID, Extole person ID, or event ID) and select their profile from the list to bring up their user details.
In the top right corner, click Unblock.
If you need to approve previous events, click on the individual events to approve them.
Decline a Share
Sometimes a specific share is a problem because it gets posted to a coupon site or something similar that is against the terms of the program. To block a share:
Navigate to Event Live View.
Search for the bad share, select it, and click Decline. Declining a share does the following things:
Any clicks on the bad share will be blocked. This means that the friend will not receive any coupon codes.
Any outcome events (conversions, account openings, quote submissions) from a bad share will have be blocked and declined. This means that no one will get rewards.
Approve a Declined Share
It's possible to approve a declined event on the event page by clicking Approve.
Approving the event will send out any rewards that may be associated with both the advocate and friend.
Frequently Asked Questions
Can I decline an approved event?
You can decline the event, but this does not invalidate rewards. If an advocate or friend was already sent a reward before you decline the event, the recipient is still able to use it.