01
Prepare a question-to-owner map
The actual contact destinations come from the merchant offer and card materials. Assign them before customers need help.
| Customer question | Responsibility to identify |
|---|---|
| Did my Shopify purchase qualify? | Merchant or assigned program eligibility support |
| Does my return affect the offer? | Merchant order support and the relevant program owner |
| Where are the access instructions? | Assigned recipient-delivery or access support |
| Why could I not use the card? | The responsible card-support service |
| Who follows up on an unresolved answer? | A named escalation owner for that question |