In this article, you’ll gain a clear understanding of Mention Me’s role in managing your referral rewards. Specifically what aspects of the process we handle, and when support needs to be directed to your internal teams or third-party partners.
We’ll outline when Mention Me is able to assist with distributing referral codes, and clarify the situations where we’re unable to help, such as code setup, configuration, or reward fulfilment managed by external providers. This information will help you troubleshoot more effectively and know exactly where to turn when issues arise.
At Mention Me, our role is limited to distributing the referral codes that your team creates. We do not set up, configure, or manage how these codes work.
While we ensure referral codes are delivered accurately and on time, your team is fully responsible for their setup and functionality. Any issues related to how a code behaves or applies must be handled by your internal team.
If a customer’s code isn’t working as expected, here are a few things to check:
- Make sure their purchase meets the offer’s terms and conditions.
- Confirm they aren’t combining the code with another promotion.
- Check that there are no extra spaces before or after the code when entered.
We’re here to help with distributing codes but cannot make changes to how they function.
If a customer requires a new code because they used it and then cancelled or returned their order, please send us a request.
If GiftCloud, Runa (WeGift), or Shopify manages your rewards, reach out to your account manager for a new code as we can't provide one in these cases.