Referral/Affiliate related issues

Customers might need assistance different aspect of the referral program, for example campaigns not working correctly, not receiving bonuses for their referrals or not being able to see their referred friends.

Initially we need to understand the reason for these. For example, are the campaigns really not working? Or maybe the customer is missing step when creating them.

Are they really not receiving their referral bonuses or is this because the referred friends have not placed a bet yet? Or because the referred friends did not use the correct code to open their account?

Are they not seeing their referred friends because of a technical issue, or because the customer did not use the code from their friend?

When escalating an issue with referrals, customer service should gather detailed information to ensure a smooth escalation process. Here’s a guide on the key questions to ask and how to proceed.

1. Basic information

• Player ID or username: Helps identify the user within the system.

• Contact channel: Make sure to state where the customer reported the issue through. All resolutions from an escalation should be addressed via email.

• Affected section: Specify the section of the referrals that is being currently affected.

2. Details of the issue

• Description of the Problem: Ask the player to explain the issue in their own words.

• Error Messages (if any): Note any error codes, messages, or pop-up alerts.

• Date and Time of Occurrence: Helps trace logs and monitor system activity during that period.

• Frequency: Did the issue happen once or repeatedly? If repeatedly, how often?

• Access the section: Check if you are having the same problem the customer is reporting (In case the section is not loading at all for them)

• Conditions: Check that the customer is following the correct steps, or that the referred friends are doing their part.

3. Device and technical specifications

• Device Type: Is the player using a mobile device, computer, or tablet?

• Operating System and Version: Identify if the player is on iOS, Android, Windows, etc., as well as the specific version. This is mostly advised when you are not receiving the same error message.

• Browser Information: If applicable, ask for the browser type (Chrome, Safari, etc.)

4. Internet connection details

• Connection Type: Are they using Wi-Fi, mobile data, or wired connection? This can be requested for a more in depth review of the case.

• Network Issues: Ask if they experienced any network disruptions or slow speeds while playing.

5. Previous troubleshooting steps

• Attempted Fixes: Ask if the player has tried any troubleshooting, like restarting the game, deleting cache and cookies, or refreshing the page.

• Other Affected Games: Check if the issue extends to other games from the same provider or if it is an isolated to one.

6. Screenshots or screen recordings (if possible)

• Visual Proof: Screenshots or screen recordings can be invaluable for identifying and replicating the issue.

7. Escalating the case

• Once you have gathered all pertinent information of the case, you can proceed to make the escalation for upper management, developers or providers to check.

• Make sure to create the ticket in Intercom for the customer to follow up and so that we can keep up to date with new information about the case.

8. Follow up

• Let the customer know that the issue was escalated and also advise the user that we do not have an estimated time frame for the case to be solved.

• Be on top of any information shared so that we can follow up with the customer as soon as there is an update or an implemented solution.