This article describes the end-to-end, Fondue-powered CashBack customer experience.
What is CashBack?
CashBack helps brands convert more while protecting their profit margins. Customers choose how and when to redeem their CashBack so brands only pay out for incentives when they are truly needed to drive a conversion. And with built-in A/B testing, merchants can scale with confidence.
Marketers can replace coupons with CashBack or add CashBack as another tool to their incentive mix to encourage action any time in the customer journey. Customers can redeem CashBack as a prepaid award card or as store credit that can be used for a future purchase at the merchant's store.
Pre-Purchase Experience
- Customers begin their journey when they visit a merchant storefront and see the store’s popup. The customer can provide their email and/or phone number to opt in to receiving their post-purchase CashBack reward.
- The customer then receives the welcome series messaging via SMS and/or email with a link to the merchant's site that includes the CashBack URL.
- Customers must click the link to apply CashBack on any purchases made during that session on the merchant's site.
- As they shop, customers will see the CashBack amount earned via the CashBack Bubble. This dynamically updates based on the value of products added or removed and the eligibility of products in the cart.
- The CashBack offer is reinforced via Checkout Extension within the Shopify Checkout experience (note that this specific feature is only available for Shopify Plus merchants).
Post-Purchase Experience
- After completing the order, the customer will receive an email from Fondue to redeem their CashBack.
- To claim their reward, they would select the "Choose your reward card" button. Customers have six months to redeem their CashBack, otherwise the link will expire after that time period.
- To receive their CashBack reward, the customer must complete a form with the following information:
- First Name
- Last Name
- Date of Birth
- Phone Number
- Order Number
Note: Anti-money laundering and counter-terrorism financing laws require that we collect and verify identifying information before issuing a prepaid card. When a customer selects a prepaid card, we use a third-party service provider to run an Office of Foreign Assets Control (OFAC) check, which screens against official OFAC sanctions lists.
- After completing the form, the customer can select their CashBack reward:
- Store credit (Tip: Merchants have the option to boost this option to encourage repeat purchases. E.g., “50% more cash” can be highlighted within this option)
- Prepard award card
- After selecting their CashBack format, they will see a confirmation screen reflecting when the CashBack will be available (i.e., the holding period).
For example, if you have designated a 30-day holding period, the confirmation screen will reflect this by saying “Your CashBack will be available in 30 days”. - CashBack Expiry Details:
- Store Credit: Store Credit issued as CashBack will follow your existing Shopify’s Store Credit expiration settings.
- Prepaid Award Card: Prepaid Award Cards are valid for six months after their issue date.
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