The golden rule is transparency. Customers should immediately understand:
What they receive
How to qualify
Where the offer is available
When it can be used
When it expires
1. Clearly Explain All Conditions
Always communicate:
campaign period;
participating locations and cities;
minimum order amount;
eligible order types (Delivery, Pickup, Dine-In);
reward redemption restrictions.
If a condition exists in CRM, it should also be visible to customers.
For example, if a reward is available only for orders above a certain amount, include this requirement both in the campaign settings and in the customer-facing text.
Likewise, if the reward is available only for specific order types, make sure customers are informed before they attempt to redeem it.
Where to configure:
Campaign Scenario → Set campaign period
App Content → How can a customer receive this gift?
App Content → Description
2. Always Display Expiration Dates
Customers should know:
when the campaign ends;
how long a reward remains available;
whether there are time-of-day restrictions.
For recurring promotions that are available only during specific hours, include those time restrictions directly in the coupon title or description. This helps reduce customer confusion and support requests.
Where to configure:
Campaign Scenario → Campaign end date
3. Keep Images Updated
Whenever campaign terms change, update:
visuals;
pricing;
offer contents;
campaign messaging.
Use visual indicators such as ×2, Gift, Limited Offer, or loyalty points to improve clarity.
4. Ensure Offer Accuracy
For combo deals and bundles:
verify pricing across participating locations;
confirm all advertised items are included in the reward;
display activation requirements prominently.
Accurate communication builds trust and prevents disappointment.
5. Set Expectations About Delays
If rewards are not delivered instantly, tell customers in advance.
Example:
"Bonus points may be credited within 24 hours after the order is completed."
This is especially important for:
Double Points campaigns;
Referral rewards;
Promo code rewards;
Delayed gift fulfillment.
Whenever possible, communicate expected processing times clearly. It is better to set realistic expectations and deliver earlier than promised.
Where to communicate:
App Content → Detailed Description
6. Communicate Usage Limits
Clearly state when an offer can only be redeemed once.
Examples:
"Coupon can be used once."
"Available only to new users."
"One reward per account."
For welcome gift campaigns, customers should be informed that the reward is available only once, even if they use different promo codes.
For referral programs, always verify that referral rewards are enabled and working correctly before launch. If customers are promised referral rewards, they should receive them.
Where to communicate:
App Content → Description
App Content → Detailed Description
7. Test Before Launch
Before publishing a campaign:
create a test user;
place a qualifying order;
verify reward delivery;
review coupon appearance;
test push notifications;
validate promo codes and CTA links.
Only publish a campaign after a successful test order confirms that all mechanics work as expected.
8. Validate CTA Links
For campaigns with Call-to-Action buttons:
confirm links open correctly;
verify products or pages are available in all participating locations.
Customers should always be directed to a valid and available destination.
PHOTO – Example of CTA validation
9. Use Informational Campaigns
Create informational campaign cards for permanent loyalty benefits such as Birthday Rewards or Welcome Gifts.
These campaigns should not require activation. Their purpose is simply to inform customers about ongoing benefits available through your loyalty program.
Place these campaigns in a visible area of the app so customers know what to expect.
PHOTO – Example of an informational campaign
Quick Launch Checklist
☑ Campaign conditions are clearly described
☑ Expiration dates are visible
☑ Images match the offer
☑ Redemption rules are explained
☑ Campaign has been tested
☑ Push notifications verified
☑ CTA links verified
☑ Reward timing communicated