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📋 Managing Customer Incentive Requests

What This Feature Does​

The Incentive Requests feature allows your business to review, track, and manage customer applications for incentives (cashback or discounts) directly from your business dashboard. You can view request details, search and filter requests, update requirements, configure payment details, and manage the complete lifecycle of customer incentive requests.

Where to Find It​

  • Location: Navigate to Incentive Requests from your business dashboard sidebar
  • Main Interface: A comprehensive table displaying all customer incentive requests with real-time search capabilities

Main Incentive Requests Page​

Table Overview​

The main page displays a searchable table with the following information:

  • Incentive Request ID (clickable link to public view)
  • Username - Customer's username
  • Product - Name of the product/service
  • Message - Customer's request message (with tooltip for full text)
  • Customer Type - Prospect Customer or Existing Customer (color-coded badges)
  • Incentive Type - Cashback or Discount (color-coded badges)
  • Status - Current request status with color-coded badges
  • Created - Request creation date
  • Updated - Last update date
  • Action - Dropdown menu with "View & Edit" option

Search and Pagination Features​

  • Real-time Search: Search across all fields instantly as you type
  • Entries Per Page: Choose from 10, 25, 50, or 100 entries per page
  • Advanced Pagination: Navigate with First, Previous, Next, Last buttons plus numbered page controls
  • Entry Counter: Shows current range (e.g., "Showing 1 to 10 of 50 entries")

Managing Individual Requests​

Accessing Request Details​

Click "View & Edit" from the actions dropdown to open the detailed management page:

  • Cashback Requests: /business/incentive-requests/edit/cashback/[id]
  • Discount Requests: /business/incentive-requests/edit/discount/[id]

Request Management Interface​

Left Column - Customer Information (Read-Only)​

  • Customer username, full name, and email
  • Customer type (Prospect/Existing Customer)
  • Incentive type (Cashback/Discount)
  • Product name and website URL
  • Customer's original request message
  • Request creation date

Right Column - Management Controls​

Customer Requirements Configuration:

  1. Click Link Requirement

    • Enable/disable requirement for customers to click specific links
    • URL field (up to 2000 characters)
    • Custom instructions for the customer (up to 512 characters)
    • Automatic tracking when customer clicks the link

  2. Files Upload Requirement

    • Enable/disable requirement for customers to upload files
    • Custom upload instructions (up to 512 characters)
    • Automatic tracking when customer uploads files

  3. General Instructions

    • Enable/disable custom requirements
    • Custom instructions text (up to 1024 characters)
    • Customer response field (up to 512 characters)
    • Manual confirmation tracking

Financial Details (Cashback Only):

  • Currency selection
  • Customer incentive amount
  • Funding account selection (When you select a funding account, such as PayPal, it means that cashback will only be transferred to the customer's PayPal account)
  • Action locking description (up to 1024 characters) - REQUIRED
  • Payout schedule description (up to 1024 characters) - REQUIRED

Discount Details (Discount Only):

  • Discount code field

Status & Communication Management:

  • Status updates with validation rules
  • Messages to customers requesting changes (up to 1024 characters)
  • Internal notes and communications (up to 1024 characters)

Cashback-Specific Requirements​

Action Locking Description (Required for Cashback)​

What is Action Locking? Action Locking temporarily holds a customer's cashback after a purchase. This allows time to verify the transaction — such as checking for cancellations, returns, or fraud. Once confirmed, the cashback is unlocked and credited to the customer, protecting your business from invalid incentive payouts.

What to Include:

  • Locking period duration (e.g., "30 days")
  • Verification process description
  • What triggers the lock (purchase confirmation, etc.)
  • Conditions for unlocking (no returns, no cancellations, etc.)

Example: "Cashback is locked for 30 days to allow time for order verification, returns, or cancellations. During this period, we verify your purchase and ensure no returns or cancellations occur. Once confirmed, your cashback will be unlocked and processed according to our payout schedule."

Payout Schedule Description (Required for Cashback)​

What is Payout Schedule? Payout Schedule refers to the timeline of when cashback is paid out to customers after a confirmed purchase. Once a customer makes a valid transaction and the action locking period ends (no cancellations, returns, or fraud), their cashback is marked as approved. Based on your chosen payout schedule (e.g., weekly, monthly), the cashback is then released to the customer.

What to Include:

  • Frequency of payouts (weekly, monthly, quarterly)
  • Processing time after approval
  • Payment method details
  • Any minimum payout thresholds

Example: "Payouts are processed on a monthly basis, and approved cashback will be transferred to your selected payment method within 5–10 business days after the end of each month."

Funding Account Selection (Required for Cashback)​

What is a Funding Account? A funding account is the payment method you've configured to disburse cashback to customers. This account must be active and properly configured in your business settings.

How to Select:

  • Choose from your active funding accounts
  • Each account shows the payment provider name and description
  • Only active accounts are available for selection
  • Search functionality helps find specific accounts

Important Notes:

  • You must have at least one active funding account to process cashback requests
  • The selected account will be used to transfer cashback to customers
  • Ensure your funding account has sufficient balance for payouts

Currency and Amount Configuration​

Currency Selection:

  • Choose the currency for the cashback amount
  • Available currencies depend on your business configuration
  • Currency affects the payout amount and processing

Incentive Amount:

  • Set the cashback amount the customer will receive
  • Must be greater than 0
  • Amount is in the selected currency

Incentive Request Statuses​

The system uses the following status workflow:

Initial Processing Statuses​

  • On Process - Request is being processed by the system
  • Request Sent - Request has been sent to customer (managed by Incentise)
  • Awaiting Customer Application - Waiting for customer to complete application

Review Statuses​

  • Under Review - Business is reviewing the request
  • No Response - No response received from customer (managed by Incentise)

Decision Statuses​

  • Approved - Request approved, incentive will be provided
  • Declined - Request declined after review

Special Statuses​

  • Customer Already Applied - Customer has completed all requirements
  • Received - Customer has received their incentive

Revision Statuses​

  • Revision Requested by Business - Business requested revisions from customer
  • Revision Requested by Incentise - Incentise team requested revisions from customer
  • Revision Submitted to Business - Customer submitted revisions to business
  • Revision Submitted to Incentise - Customer submitted revisions to Incentise team

Status Management Rules​

Business Allowed Status Updates:​

  • Awaiting Customer Application - Send request to customer for action
  • Under Review - Mark request as being reviewed by your team
  • Approved - Approve the incentive request
  • Declined - Decline the incentive request
  • Revision Requested - Request additional information from customer

Status Restrictions:​

  • Cannot update status if current status is Approved or Declined
  • Specific status transitions are enforced by the system

Customer Types​

Prospect Customer​

  • Customers who will make a purchase to earn the incentive
  • Typically request cashback after transaction or discount codes for future purchases
  • May require proof of purchase or specific actions before receiving incentive

Existing Customer​

  • Customers who have already purchased or subscribed
  • May receive incentives without additional purchases if they meet requirements
  • Often requires different verification processes

Incentive Types​

Cashback​

  • A monetary incentive provided to customer
  • Requires setting up the currency, cashback amount, and a designated funding account chosen by the business for disbursing cashback
  • Mandatory Requirements:
    • Action locking description
    • Payout schedule description
    • Funding account selection
    • Currency and amount configuration

Discount​

  • Discount codes provided to customers
  • Used for future purchases
  • Requires discount code configuration
  • No funding account or payout schedule needed

Customer Requirements System​

The system supports three types of requirements that can be set for customers:

  1. Link Clicking - Require customers to visit specific URLs
  2. Files Upload - Require customers to upload purchase files
  3. General Instructions - Custom requirements with customer responses

Each requirement can be toggled on/off and includes:

  • Custom instructions for the customer
  • Automatic tracking of completion status
  • Customer response capabilities (for general instructions)

Requirement Validation Rules​

At Least One Required:

  • You must select at least one requirement type (Click Link, Upload Files, or General Instructions)
  • This ensures customers have clear actions to complete

Link Clicking Requirements:

  • URL must be provided if enabled
  • URL can be up to 2000 characters
  • Instructions can be up to 512 characters
  • System automatically tracks when customers click the link

File Upload Requirements:

  • Instructions must be provided if enabled
  • Instructions can be up to 512 characters
  • System automatically tracks when customers upload files

General Instructions:

  • Instructions must be provided if enabled
  • Instructions can be up to 1024 characters
  • Customers can provide responses (up to 512 characters)
  • Manual confirmation required by customer

Key Features​

Real-time Status Tracking​

  • Color-coded status badges for quick identification
  • Automatic status progression based on customer actions
  • Email notifications for status changes

Requirement Validation​

  • System automatically checks if customers have completed required actions
  • Link clicks are automatically tracked when customers visit required URLs
  • Files uploads are automatically tracked when customers submit documents
  • General instructions require manual confirmation by the customer

Financial Management​

  • Multi-currency support for cashback requests
  • Integration with your funding accounts for payment processing
  • Incentive amount tracking
  • Automated payout processing based on schedule

Communication System​

  • Revision messages between all parties
  • Email notifications for status changes
  • Customer response tracking for general instructions
  • Internal notes for business team communication

Best Practices​

Setting Requirements​

  1. Be Specific: Provide clear, actionable instructions for each requirement
  2. Test First: Verify link URLs and instruction clarity before activation
  3. Reasonable Scope: Only require necessary actions for your business needs
  4. Clear Deadlines: Specify timeframes for completing requirements

Cashback Configuration​

  1. Action Locking: Set appropriate locking periods based on your business model
    • E-commerce: 30-60 days for return windows
    • SaaS: 14-30 days for trial periods
    • Services: 7-14 days for service completion
  2. Payout Schedule: Choose realistic payout frequencies
    • Weekly for small amounts
    • Monthly for larger amounts
    • Consider processing costs and customer expectations
  3. Funding Accounts: Ensure sufficient balance and proper configuration
  4. Currency Selection: Use currencies that match your business operations

Status Management​

  1. Timely Updates: Process requests promptly to maintain good customer experience
  2. Clear Communication: Use descriptive revision messages when requesting changes
  3. Financial Accuracy: Double-check amounts and funding accounts before approval
  4. Consistent Processing: Apply the same criteria across similar requests

Search and Organization​

  1. Use Search: Leverage the real-time search to quickly find specific requests
  2. Monitor Regularly: Check for requests needing attention using status filters
  3. Batch Processing: Group similar requests for efficient processing
  4. Status Tracking: Use status filters to focus on pending actions

Customer Experience​

  1. Clear Instructions: Provide step-by-step guidance for any requirements
  2. Responsive Communication: Respond promptly to revision submissions
  3. Fair Processing: Apply consistent criteria for approval/decline decisions
  4. Transparent Timeline: Communicate expected processing times clearly

Important Notes​

  • Customer request messages are limited to 1024 characters
  • Link URLs can be up to 2000 characters long
  • Instruction fields have character limits to ensure optimal performance
  • The system prevents customers from submitting duplicate requests for the same program
  • Automatic email notifications are sent to customers for all status changes
  • Cashback requests require action locking and payout schedule descriptions
  • Funding accounts must be active and properly configured
  • At least one customer requirement must be selected
  • Currency and amounts must be greater than 0
  • All required fields must be completed before saving cashback requests

Troubleshooting​

Common Issues​

Cannot Save Cashback Request:

  • Ensure action locking description is provided
  • Ensure payout schedule description is provided
  • Select a funding account
  • Set currency and amounts greater than 0
  • Select at least one customer requirement

Funding Account Not Available:

  • Check if funding account is active
  • Verify account configuration in business settings
  • Contact support if account appears inactive

Status Update Fails:

  • Check if current status allows the desired change
  • Ensure all required fields are completed
  • Verify validation rules are met

Customer Requirements Not Tracking:

  • Verify URLs are accessible
  • Check instruction clarity
  • Ensure automatic tracking is enabled
  • Review customer completion status