Emails Mention Me Sends to Your Customers

Mention Me sends a small set of emails to your referrers and referees as they move through your refer-a-friend programme. Use this page to answer customer questions like “why did I get this?” and to see which emails you can switch off. The emails below are the standard set. Which ones your customers receive depends on how your programme is set up.

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At a Glance

“Can be turned off” means switching the email off for your whole programme. See Turning Emails Off. Any customer can still unsubscribe themselves from emails that carry an unsubscribe link, and you can unsubscribe an individual customer from the platform.

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Referrer Emails

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Referrer Register

• Sent to: anyone who joins your programme by clicking the refer-a-friend call to action in a Mention Me placement.
• When: once only, the first time they engage with the programme.
• Why: to welcome the referrer and give them all their sharing options in one place.
• Unsubscribe link: yes.
• Can be turned off: yes.

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Referrer Forward

• Sent to: the same referrers as the Register email.
• When: each time the referrer engages with a different refer-a-friend offer for the first time. You can delay it by up to 15 minutes.
• Why: to give the referrer an email they can forward straight to friends and family, with their share link inside.
• Unsubscribe link: no. The email is designed to be forwarded, so if someone clicked unsubscribe there’d be no way to tell whether it was the referrer or one of their friends.
• Can be turned off: yes.

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Referrer Claim

• Sent to: a referrer who has made a successful referral, on offers with breakage turned on.
• When: once their friend has done everything needed to complete the referral. It’s sent instead of the reward going out straight away.
• Why: to tell the referrer their referral worked and invite them to claim their reward. Once they claim it, the Referrer Reward Fulfil email delivers the reward. Rewards that are never claimed aren’t issued, which is what breakage means.
• Unsubscribe link: yes.
• Can be turned off: yes. It’s only sent when breakage is on, and breakage is off by default.

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Referrer Reward Fulfil

• Sent to: a referrer who has made a successful referral.
• When: once their friend has done everything needed to complete the referral.
• Why: to tell the referrer their referral worked and deliver their reward.
• Unsubscribe link: yes.
• Can be turned off: no, because it delivers the reward. The only exception is a customer who has unsubscribed individually.

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Referrer Fulfil Cancelled

• Sent to: a referrer who has made a successful referral.
• When: the referee cancels their purchase, which makes the referral invalid.
• Why: to let the referrer know they’re no longer eligible for the reward.
• Unsubscribe link: yes.
• Can be turned off: no, but it only goes out if you send Mention Me a cancellation feed by SFTP, webhook or API. Without that feed, this email is never sent.

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Referee Emails

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Referee Promise

• Sent to: a referee who registers for an offer where the reward arrives after their first purchase, rather than straight away.
• When: as soon as they register.
• Why: to introduce the reward they’ve been promised and explain what they need to do to earn it, including any qualifying terms.
• Unsubscribe link: yes.
• Can be turned off: yes.

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Referee Reward Fulfil

• Sent to: a referee who has done what’s needed to qualify for their reward.
• When: as soon as they become eligible.
• Why: to confirm the referral was successful and deliver the referee’s reward.
• Unsubscribe link: yes.
• Can be turned off: no, because it delivers the reward. The only exception is a customer who has unsubscribed individually.

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Emails to Either Side

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Fulfil Delay

There are two versions, one for each side of the referral.

• Sent to: a referrer, a referee, or both.
• When: fulfilment of their reward is delayed. That’s usually because the purchase has to pass a review or qualifying period first, for example a minimum holding period before the reward is released. It can also be sent for technical reasons.
• Why: to keep the customer informed, so they know a reward is on its way and aren’t left wondering where it is. The referrer version tells them there’s a wait before they can claim, and the referee version explains what happens next with their reward.
• Unsubscribe link: yes.
• Can be turned off: no. The only exception is a customer who has unsubscribed individually.

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Fulfil Declined

There are two versions, one for each side of the referral.

• Sent to: a referrer, a referee, or both.
• When: you decline a referral that Mention Me’s gaming and fraud rules have flagged. See Approve or Decline Suspects.
• Why: to confirm the referral was unsuccessful, so the customer isn’t left waiting for a reward. The referrer version explains that their friend didn’t meet the programme’s terms and conditions. The referee version tells them their referral was checked against the terms and conditions and was unsuccessful.
• Unsubscribe link: yes.
• Can be turned off: no, but it’s only sent when you decline a referral.

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Duplicate Match

• Sent to: the email address a referee gives for the friend who referred them.
• When: a referee uses share by name, the name they enter matches more than one referrer, and the email address they then provide isn’t one Mention Me recognises.
• Why: to confirm the identity of a referrer whose name is on your eligible referrer list but whose email address is new to Mention Me.
• Unsubscribe link: no. It’s a one-off, plain-text customer service email.
• Can be turned off: no. It comes with share by name: if share by name is on for your programme, this email is on too.

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Turning Emails Off

You can switch the Referrer Register, Referrer Forward, Referrer Claim and Referee Promise emails on or off for each offer. Changes can only be made on a draft experiment. The same tab also holds two reward settings for referrers:

• Enable breakage for the referrer: sends the Referrer Claim email, so referrers claim their reward instead of receiving it automatically.
• Allow the referrer to receive their reward directly in the referrer fulfil email: puts the reward in the email itself rather than behind a link. If breakage is on, turn this on too, so referrers who try to claim when a reward has run out still receive it once it’s available.

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