Apply the offer consistently across comparable purchases

Keep the offer and decision criteria aligned

For a Shopify promotion on a specific collection, comparable qualifying purchases should be considered under the same applicable terms. Teams need to know which terms applied to the purchase and how material order changes are addressed.

Assign responsibility for uncertain cases

An unresolved case needs an owner, not a new rule invented by the person answering the email.

1. Identify the applicable offer and purchase facts.
2. Clarify any information needed to decide under those conditions.
3. Use the authorized decision process for the program.
4. Explain the outcome and the appropriate inquiry route.
5. Keep the reason for any reconsideration connected to the case.

Preserve a fair customer explanation

A customer should be able to understand why the purchase does or does not qualify. Sensitive protective methods need not be disclosed, but they are not a reason to withhold the offer's material conditions. An appeal or reconsideration route should follow the actual program, not a promise improvised by support.