If you're running rebate promotions using ManyChat and Seller.Tools, you can't miss these top recommendations to leverage the power of these tools effectively and safely.
ST's native integration with ManyChat puts a ton of power in your hands — power that should be used responsibly.
Most of the recommendations below are built into Seller.Tools's free ManyChat templates, but if you are building and customizing your flows yourself, it is important to have an in-depth understanding of these concepts.
Check out these tips to make sure your funds, inventory, and brand reputation are safeguarded!
Buttons: Proceed with Caution
Whenever possible, use quick replies when building your flows if you’re triggering a next step. This is because buttons could allow your customer to jump back to a previous step and get a rebate/offer again, bypassing the abuse protection you may have in place.
Anytime you include a button in your flow, it has the potential to allow your customer to get back to that exact spot again (with one exception - external links; more on this below). If you are using a button instead of a quick reply in your flow, be sure to always include a Blacklist check immediately after that will check for their Order ID, email address, or phone number (whatever you rely on for abuse protection).
Approved Uses of Buttons
This is a perfectly acceptable use of a button in ManyChat, because it is linking the customer to Amazon and is not triggering the next step in the ManyChat flow. If the customer were to go back in their chat and click it again, it would not restart the flow in that position.
This is another example of a good place to use a button. This step occurs at the end of a rebate flow and only allows them to reach the support team. There are no rebate-related steps that follow this sequence.
Dangerous Places to Use Buttons
As you can see here, we chose to use a quick reply to re-open to 24h window with the customer and trigger the rebate process after their order had shipped. If you chose to use a button here, the customer could go back into their messenger chat and click this button again to get as many rebates as they'd like. Of course, this is mitigated when you configure Abuse Protection in your Rebate step.
As a final safeguard, you may include a final additional Blacklist check or a condition step that checks to see if a customer has a specific tag just before you give out the rebate. These checks will not impact your customers’ experience in any way, but will help tremendously with abuse.
Rule of thumb: Buttons are generally fine when linking externally, such as linking to your product! The main concern begins when buttons are used to take your customer to the next step in your flow. When in doubt, add another check!
Rotate Keyword Triggers
Rebate promotions using SFB tend to get shared in rebate groups, which may cause more low-quality buyers to come into flows and claiming your rebates.
To combat this, you might want to rotate your keyword triggers on a weekly or monthly basis (depending on the traffic you're driving) to mitigate against some of these low-quality buyers.
That way, the low-quality buyers will not be able to enter using the 'same old' keywords that have been shared in such groups.
Understand Counter Placement
Understanding the placement of your counter in your rebate flows is vital to driving the exact amount of traffic you want into your promotions each day.
By default, ST templates are set to only mark a rebate as ‘claimed' (increase the counter) when the customer submits a valid order ID. This is a way to make sure that you are definitely hitting the number of target rebates each day.
However, it can take a few minutes to go through this process, and other users might have come into your flow in the meantime. As a result, you may end up overshooting your rebate target, but you will not have fewer than your limit. Generally, this is a pretty conservative number of additional rebates unless you are driving a large amount of traffic to your flows at the same time.
If you’d prefer to be more conservative in your giveaways, you will want to move this action step that adds one to your counter (to mark a rebate as claimed) to the very beginning of your flow after your customer opts in. This is a way to ensure that you will give away no more than X rebates each day.’
However, we almost always see customers drop off in the middle of the offer, so be aware that you may not hit that target number of rebates.