WISMR stands for "Where Is My Reward?" These are inquiries from customers who participated in your referral program, but have not received their expected rewards.
You can read instructions on how to investigate the status of your customer’s reward and resend or trigger a new reward to them with How to Answer a WISMR Request. Before understanding the steps to do this, it helps to understand the different circumstances that could lead to a WISMR.
The most common scenarios are:
The consumer was rewarded and the reward needs to be resent. This can easily be done within Extole.
The consumer was not rewarded because they were marked as ineligible (e.g. they weren’t new-to-file, came from a suspicious IP, didn’t meet the qualifications like being deemed to be a customer in good-standing, etc.). In this scenario, you can simply tell the customer they were not qualified, or you can decide to override the decline and manually trigger them a reward through Extole.
The consumer was not rewarded because they didn’t complete the required events of your program (e.g. make a purchase, sign-up for an account, make a deposit, etc.). This could mean the events just didn’t happen, or they happened offline and Extole did not receive them. In this scenario, you can simply tell the customer they were not qualified, or you can decide to manually send them a reward through Extole.
Less common scenarios are:
The consumer was rewarded, but the reward has expired. You can choose to either communicate this to the customer or manually trigger a new reward (note: this means a second reward is triggered and impacts your reward balance).
The consumer was not rewarded because of a program misconfiguration. In this scenario, a Manager from Extole’s Support team will help manage that the appropriate steps are taken to mitigate the issue (e.g. pull a report of impacted users, outline needed next steps, ensure the fix has been implemented and tested, and send out any missed rewards).
If you are unable to appropriately answer your customer via this how-to article, you can email [email protected] or use the in-app chat for assistance. Depending on the scenario, their answer will likely be one the following:
Scenario 1 (was rewarded, need to resend):
Thank you for providing the Extole team with the necessary information. We can see in the user’s profile that they were rewarded on XX/XX (see image). We have resent their reward to the email address(es) you provided. Please let me know if it should be sent to a different email address or if I can be of further assistance.
Scenario 2 (not rewarded because they were ineligible):
Thank you for providing the Extole team with the necessary information. We can see in the user’s profile that they did not meet the following criteria and were not rewarded [INSERT failed rules(s)]. Would you like me to override the qualification rules and send this person a reward?
Scenario 3 (not rewarded due to missing required events):
Thank you for providing the Extole team with the necessary information. I have confirmed this person was not rewarded because we did not receive the required activities to be eligible for a reward:[insert event names]. I confirmed we are receiving those events from other users so it does not appear to be a larger campaign configuration issue, but if you believe Extole should have received those events please loop in your tech team and we can troubleshoot. In the meantime, would you like me to manually send this user a reward?
Scenario 4 (expired reward):
Thank you for providing the Extole team with the necessary information. We can see in the user’s profile that they were rewarded (see image), however the reward has expired. We have two options. 1.) You can inform the customer that the reward has unfortunately expired. 2.) We can send a new (additional) reward to this user. Which option would you like to take?
Scenario 5 (configuration issue):
Thank you for providing this information. I have flagged a potential larger campaign issue as the cause for this missing reward and escalated the case to my Manager and your CSM. They will be reaching out momentarily with an update and next steps on the investigation.