Overview
As a best practice, we recommend putting together a customer facing Frequently Asked Questions (FAQ) about your Extole program. Your FAQ can be placed in an accessible area on your website and used as an aid to your customer support team so they are better able to answer questions about your referral program.
Typical FAQ Content
If you are running a Refer A Friend program, a general set of questions you may want to include the following:
What is a Refer-a-Friend program?
How does the Refer-a-Friend program work?
How many people can I refer?
Who is eligible to participate in the Refer-a-Friend program?
How do I track my referrals?
How will my friend know that I am referring them?
Once I earn a referral, when will I receive my reward?
How do I know when I've earned a reward?
I accidentally deleted my reward email. Can it be resent?
What if I referred my friend, he or she made a purchase, but I never got a reward?
How do I unsubscribe from your email list?
Are there any special restrictions or rules for the Refer-a-Friend program?
FAQ Template
Refer to the example FAQ copy below. Feel free to customize it based on the terms of your program.
What is a Refer-a-Friend program?
With the [Company Name] Refer-a-Friend Program, you can earn [Advocate Reward] for every friend who [Outcome Action]. Your friends benefit too – they get [Friend Reward].
How does the Refer-a-Friend program work?
First, visit the share page: [Landing Page URL]. Enter your email address so we know where to send your rewards. Then, send a referral email, or post your link on social channels. Once you share, you are assigned a share link, which allows us to track all of your referrals and ensure you received your rewards. If a friend clicks on your link and [Outcome Action], you'll earn your reward.
How many people can I refer?
You can refer an unlimited number of friends. We encourage our customers to share with as many people as possible!
Who is eligible to participate in the Refer-a-Friend program?
You must be 18 years of age or older and a resident of the US to earn a reward. Additionally, your friend must be a new customer.
How do I track my referrals?
You'll receive a stats email showing how many shares, clicks, and referrals you've driven and how much you've earned from the program. Just visit the share page [Landing Page URL], and click Email My Stats, found under the sharing options.
How will my friend know that I am referring them?
The email you send to your friends comes from your email address. In the email, there are detailed instructions telling your friend how to join the program and earn their reward.
Once I earn a referral, when will I receive my reward?
We fulfill rewards after [Pending Period], so it can take up to [Pending Period] for you to receive your reward after your friend [Outcome Action].
How do I know when I've earned a reward?
Once your friend has [Outcome Action], we'll send you an email with your [Advocate Reward].
I accidentally deleted my reward email. Can it be resent?
Yes, of course. Just [Contact Us], and we will re-send your reward to you via email. Make sure to supply us with the email address you used when you joined the Refer-a-Friend program.
What if I referred my friend, they made a purchase, but I never got a reward?
No problem! Please [Contact Us] with the email address you used to participate in the program. In this email, please send us the email address of your friend, and we’ll look at their referral in our system.
How do I unsubscribe from your email list?
Each email we send contains an unsubscribe link, or you can unsubscribe by [Contacting Us] and including the email address you would like unsubscribed. *(You may opt to use a separate unsubscribe process managed by your company.)
Note: if you haven't registered for the referral program and have received an email from us, it is because someone you know thought you might like this opportunity. We do not sell email addresses and we do not send spam.
Are there any special restrictions or rules for the Refer-a-Friend program?
This program has a simple set of rules to ensure that users are referring their friends and are not spamming large lists or referring themselves. The rules are:
Users may earn one (1) reward for each valid referral.
Users may not submit multiple email addresses in an attempt to earn a reward or an additional reward.
Users may not participate in a referral program where doing so would be prohibited by any applicable law or regulations.
Users may not use spam to obtain referrals. Users may not acquire referrals through unsolicited email to persons unknown to them, or through net or message board postings where the postings are unrelated to the topic of discussion or otherwise violate the terms of the site.
We do not guarantee delivery time on any rewards earned, nor do we guarantee receipt of any rewards.
*See the [Terms and Conditions] for a complete list of rules.
Still have questions? [Contact Us] with questions, comments, or concerns.