Protect the offer while treating customers consistently

Make participation conditions understandable

The Shopify offer should explain who qualifies, which purchase is covered, and the conduct relevant to participation. A clear offer gives legitimate customers a basis for understanding a result and helps support avoid contradictory answers.

Give concerns a proportionate review

An unusual purchase or support question is not, by itself, proof of misuse. Assign a responsible party to review concerns and explain the applicable next step.

• Use the terms relevant to the customer’s purchase.
• Distinguish an unresolved question from a final outcome.
• Avoid making unsupported accusations in customer messages.
• Provide the appropriate route to ask about a decision.
• Keep responsibility for the unresolved case clear.

Look at the effect on genuine recipients

Review recurring complaints, confusing qualification language, and unresolved access concerns. Program integrity and an understandable recipient experience should support each other. Use those questions to improve explanations and the handoff to the responsible support team.