Customer Service Playbook

Coins, Codes & Redemption

What should I do if an order is cancelled or returned after coins were used?

• Returns

• Exchanges

• Customer-initiated cancellations

1. Confirm the brand initiated the cancellation

2. Request proof if needed

3. Check the user's wallet to confirm coins were not automatically returned

4. If coins were not refunded, manually airdrop the correct amount

1. Go to Brand Admin

2. Open the brand’s dashboard

3. Go to Members

4. Use filters to search for the user

5. Click the three dots next to their name

6. Select Airdrop

7. Enter the correct coin amount

How do I invalidate a code?

• Coins can only be refunded if the code is unused

• Once a code has been used at checkout, coins can't be reinstated

• If the full amount of the code wasn’t used during a purchase, we cannot return the remaining amount

1. Go to their profile

2. Tap the balance amount at the top of the screen

3. Select Use Discount Codes

4. Tap the code they want to return

5. Select Return

1. Go to Brand Admin → Brand Dashboard → Sales → Redemption

2. Search by code

3. Click the three dots next to the code

4. Select Invalidate

5. Select Refund Coins

6. Confirm the coins were returned by checking the user coin log (might take some time to update)

What should I do if a user redeemed too many coins or wants coins refunded after a purchase?

Why did the user’s code expire earlier than intended?

Why did a user redeem coins but not receive a code?

Why did a user not receive product purchase rewards for their order?

• The checkout email must match an email on the TYB account

• That email must be verified on the TYB profile

• 5% in coins is automatically applied - no manual action required

• The 5% reward is calculated on the subtotal purchase amount, minus shipping and taxes

• Reward is applied only after delivery and system processing time

• Rewards only applied on orders after TYB account was created

• The product was free

• The order was cancelled and coins were refunded

• The checkout email doesn't match a verified TYB email

Do in store purchases count towards TYB rewards?

• If the purchase was processed through Shopify POS and the user used the same email associated with their TYB account, it may count.

• Shopify POS means the in-store transaction was processed through Shopify's system.

• Users must confirm with the store at checkout. Support can't retroactively adjust or control in-store processing.

How to airdrop coins

1. Go to Brand Admin

2. Open your brand’s dashboard

3. Go to Members

4. Use filters to search for the user

5. Click the three dots next to their name

6. Select Airdrop

7. Enter the correct coin amount

Why did a user not receive their airdropped coins?

Obsessions

Why can a user not see or complete an Obsession?

• I don't see my Obsessions

• I cannot post an Obsession

• The user purchased the product themselves

• The product price is at least $5

• The order subtotal is at least $10, excluding shipping

• At least 7 days have passed since the purchase

• The user is on the latest version of the app

• Gift cards, shipping protection, and Coin Mode orders are not eligible

• Only one Obsession can be posted per product

• The email used for the purchase is added to the user’s TYB account

• The email is verified in their TYB profile
• If email is missing from list of verified emails on their profile:
• Ask user to add and verify the purchase email in their profile. Only verified emails pull purchase history.
• The steps to add and verify up to 5 email addresses are here. You can send this Help Center article to the user: Can I edit my profile or login info/email?

Challenges

Why is a user missing coins for a challenge?

• Confirm the submission status is Pending Approval

• Confirm the user is on the latest version of the app

• Confirm there are no brand specific restrictions affecting eligibility

• The submission is still pending

• The challenge has already been reviewed

• There are any outstanding or unresolved submissions

How do I delete a challenge submission?

1. Go to Brand Admin

2. Open the relevant challenge

3. Click View Respondents

4. Find the user’s submission

5. Click Deny and add a note stating it was removed per user request

• If a challenge is displaying private information publicly, such as an address, check if Hide Submissions is enabled

• If the challenge requests sensitive information and you have access, enable Hide Submissions immediately

• If you do not have access, escalate to the TYB Support team so it can be hidden as soon as possible

Referral Issues

Why didn’t a user receive coins for a referral?

1. The referrer taps "Refer and Earn" to generate a unique referral link

2. The link is shared with a friend

3. The referred user joins using that link

4. The link expires after 7 days

5. Coins are typically credited within 5 minutes of joining

• The referred user was not new to TYB or the brand

• The referral link was expired

• The user did not join through the referral link

• The user had already been referred previously

• The referrer has hit the daily referral limit

• The user is outside of the USA.

• The referral was flagged for abuse or suspicious activity

• Referrers can earn up to 2,500 coins per brand per day

• Limits may vary by brand

• TYB monitors referrals to prevent abuse

Levels & Leaderboard Issues

Why is a user not leveling up?

• Confirm total coins earned in Brand Admin

• Confirm whether your brand uses Spend Checkpoints

• If checkpoints are enabled, confirm qualifying spend total

• Confirm no recent order refund/cancellations impacted spend

The user has enough coins to be on the leaderboard but is not ranked?

Where do gifts for leaderboard ranking come from?

• Global leaderboard rewards → managed manually by Christina Read from TYB - she will reach out to users with more information

• Brand leaderboard rewards → coin rewards are automatically added to the user’s wallet

Coin value not matching Level

• Confirm the member’s current Level in Brand Admin > Membership > Members

• Confirm the brand’s Level multiplier settings: rand Admin > Membership > Levels

• Confirm the member is not viewing outdated pricing in app > ask them to update app

Level suddenly changed

• Spend Checkpoint requirement no longer met due to refund

• Brand configuration changes

• Backend correction of previously miscalculated coins

• Coins earned so far

• Spend so far if applicable

• Date of Level change

• Recent refunds or order adjustments

Account Issues

How do I help with login or app access issues?

• Update to the latest version of the TYB app (delete and reinstall if needed)

• Fully close and reopen the app

• Try signing in again

• Check inbox and spam folders

• Look for email from no-reply@tyb.xyz

• Confirm correct email was entered

• Wait a few minutes before retrying

• Check text messages for the code

• Confirm correct phone number was entered

• Wait a few minutes before retrying

What should I do if a user has duplicate accounts?

1. Log in to the account the user wants to keep

2. Go to Profile

3. Tap Edit Profile

4. Go to Emails

5. Add any email addresses linked to the other account(s)

6. Verify each email

7. Wait up to one hour for coins and purchase history to appear

• Transfer coins and purchase history

• Merge the accounts into one

• Delete the secondary account

• Make sure the user is logged into the correct account they’d like to keep before starting, this cannot be undone

• Obsessions and challenge submissions cannot be transferred, only coins and purchase history will transfer

• After email verification, it may take up to one hour for everything to update

How can I remove members from my community?

1. Open Brand Admin

2. Select “Members”

3. Search for members that you want to remove in the search bar or by leveraging “Filters”

4. Select three dots to the right of the Member & hit “Delete”

5. type “confirm delete” in the text box to confirm the action and hit okay