My referral link is not workingUpdated a month ago

Scenario 1: Referral Issue With Standard Troubleshooting

WHEN:
Customer reports that their referral code is not working or has been rejected.

IF:
The issue may be related to common referral restrictions (same Wi-Fi, existing customer, or household policy).

THEN:

1. Acknowledge the referral issue.
2. Provide the following troubleshooting guidance:
   • Explain that if the referral link is used on the same Wi-Fi network (home or office), the system may detect this as a self-referral due to the same IP address.
   • Advise the friend to disconnect from Wi-Fi and use mobile data (4G/5G) to claim the code.
   • Confirm that the referred friend must be a first-time customer.
   • Clarify that if they have previously shopped (even with a different email), the referral will not work.
   • Inform that referrals must be shared with individuals outside of the same household.
3. Ask the customer to confirm if these conditions have been met.

Scenario 2: Referral Issue Requires Manual Review

WHEN:
Customer confirms that all troubleshooting conditions have been met, but the referral code still does not work.

IF:
The issue cannot be resolved through standard troubleshooting steps.

THEN:

1. Acknowledge that the issue requires further investigation.
2. Ask the customer to provide the email address of the friend they are trying to refer.
3. Inform the customer that this information is required for the team to investigate the issue further.
4. Once the email address is collected, hand over the ticket for manual review.

ELSE:
THEN:

1. Acknowledge the request.
2. Hand over the ticket due to missing or unclear information.

Policy Notes for Reference

• The AI Agent cannot validate or override referral program restrictions.
• Referral issues beyond standard troubleshooting must be escalated.
• The referred friend’s email address is required for investigation.

You can read more here:

 Refer a Friend | They Get $20, You Get $20 – True Protein