While running programs and campaigns with Extole, your customers may have questions about their participation in the program. The Extole platform provides customer support tools to help you answer these questions. The most common question a customer asks is "Why didn't I get my reward?"

Available support tools:

The main tools you will use to help answer those "where is my reward" questions are the Search for People and Approvals tools.

Search For People is available by clicking User Support from the sidebar. This feature can be used to find information about a specific person participating in one of your programs.

You can search for a user on the following fields:

Once you perform a search, select any of the returned results to view user details.

When you select a single user, you view details related to how the user has interacted with your rewards program.

You can view a person by clicking their email under the person section when searching for users. The View Person page provides a high-level overview of the user. It includes the user's share links for each program they have participated in as well as their social graph, which includes people they were referred by and people they referred to. This page will help you confirm if a user is the one you're searching for. This page also allows you to block a user or create an event on their behalf.

Under the Person overview, you will see a list of all Suspicious or Passing events that that person has generated. You can toggle between the two event states and sort by specific Event Types that occur in your programs. From this tab, you can manually approve or decline these events.

Under the "Suspicious" tab, you can see the events that are flagged. Here, you will be able to understand which campaign that event originated from, the date it occurred, the business or quality rule that event violated, the type of event it is, and if the event was referred. You can also hover over the Rule Results to get a tooltip explaining the specific quality or business rule the event failed. This is how you will understand why they did/did not receive a reward.

In the activity section, you can see the various events that this user has created through within your programs. In addition to showing any activity they've had within your program(s), this screen will also show you any of the rewards they've earned.

If a person has earned any rewards, they will be listed under Rewards. Here, you will be able to see the type of reward they have earned, the event that caused them to earn the reward, and the state of the reward. You can click on the specific reward itself to see further details about the reward:

You'll also be able to see the reward history -- when did this person earn the reward, when was it fulfilled, when was it sent out to the recipient, and when was it redeemed?

This screen also gives you the ability to resend, cancel, or revoke the reward. The resend function uses the following flow:

To be able to approve or decline any recent event from your program, expand User Support in the sidebar and click Approvals.

Similar to how you can view Suspicious or Passing events for a specific person under the View User page, you can do the same thing for all recent events for all of your campaigns. Here, you can manually approve or decline these events. If suspicious events are approved, a reward will be triggered and sent out.

You can search through all suspicious/passing events, or filter by specific event types.

If there is a specific suspicious event you would like further details on, you can click on the Event to understand why it was flagged. Here, you will have all the information about the event, including the campaign the event originated from, advocate and friend information, as well as the rules the event passed or failed. This screen also gives you the option to manually approve or decline this event.

You should set up an event approval structure that works well for your company. You can see some examples in the article: Approving and Declining Events Workflow.