FAQs

  • Why has my campaign stopped?

Campaigns are dependant on certain activity rules, therefore, if you disable these the campaign will no longer work.

AOV campaign: you will need to have the ‘create an account’ or the ‘make a purchase’ (with historic purchase) rule enabled.

Referral campaign: you will need to have your ‘refer a friend’ rule enabled.

  • How is my AOV calculated?

Your AOV is based on the basketsize of all orders within the past 6 months, divided by the total orders.  We will then round this figure up to the nearest 5 of all major currencies. This figure then becomes the amount customers need to spend over to earn bonus points.

  • How does the A/B testing work?

In order to measure the performance of your campaign, the notification will not be shown to all customers. We'll use A / B testing to create two variants, one group will be shown the notification, and the other will not. The group that sees the notification is called the ‘treatment group’ the group that does not see the notification is called the ‘control group’. 

To avoid bias, the user's visitor ID is run through a randomised 50 / 50 algorithm.

  • Who earns bonus points?

Any customers that sees the notification and in the same visit as seeing the notification spends over the threshold, will earn bonus points. 

If a customer sees the notification and returns another day and then doesn’t see the notification, but makes a purchase that day over the amount, they will not earn bonus points because they are now in the control group. It is important, therefore that the message in the notification clearly communicates that you need to purchase in this visit. 

This method of A/B testing is most akin to the way advertisers do tracking and A/B testing.

  • Who sees the notification and when?

Shoppers randomly selected to be in the treatment group will see the notification - in time 50% of shoppers. 

We have designed the notification to be considerate of the shopper. Therefore it will only be shown once the shopper has visited a product page. It will never be shown during checkout and it will only be shown once every 3 hours.

  • Can I control who is in my control group?

Simply put, no. When a customer arrives on your store it is not possible to know who they are therefore you cannot define a control group, instead the groups are randomly generated according to our algorithm when the shopper arrives on your store. 

The positive result of this is it gives everyone the opportunity to benefit from the feature, guests and members alike so you should see more accounts created too :)

  • How are my results calculated?

You will see the below figures:

The AOV figures are simply the basketsize / orders in that group. The additional revenue calculation is:

(The AOV of the treatment group - The AOV of control group) x No. of orders in treatment group

You'll also start seeing results from your campaign from the moment the feature is live. However, we recommend either waiting until a month has passed, or you reach 2,000 orders before evaluating your results.

  • How long will it take for the customer to receive the bonus points?

The timeframe will follow the approval period of your store, which you can edit in manage > view rules > make a purchase.

  • Can I input my AOV manually?

We calculate the figure for you to ensure the best results. However, if you feel this is not an accurate representation of your store's AOV, please contact support@loyaltylion.com.

  • Can I preview the notification?

It will look like your other notifications, which you can preview in manage>customise>notifications.

  • Can I edit the notification? 

The notification can be edited using your advanced CSS Editor. From the dashboard, go to manage>customise>Loyalty panel 

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