Make the decision explainable to the customer

Record the customer-facing conditions

For a collection promotion, specify the covered merchandise and the qualifying purchase window. Include other material customer or order conditions only where they form part of the actual offer.

• The purchase or products included.
• The relevant customer conditions.
• The period during which a purchase qualifies.
• Material exclusions and treatment of order changes.
• Where the customer can ask for an explanation.

Assign the decision responsibility

The team receiving Shopify order information may not be the party responsible for every program outcome. Clarify who applies the offer conditions and who explains the result. An unresolved question should have an owner rather than a reassuring but inaccurate approval message.

Use the terms that applied to the purchase

A customer who bought during an earlier campaign period needs an answer based on that offer. Preserve the connection between the purchase and its applicable conditions so a later merchandising change does not create a contradictory explanation.