Supercash Campaign SOP

SOP: Promo Campaign Management

1. Requisition for Campaign Creation

• Category SPOC will raise request over mail for creation of promo code or supercash campaign to Promo-Ops Team along with details as follows :

      • Campaign type

      • Associated Wallet ID for Budget allocation

      • Terms & Conditions in the standard formats for Normal Campaign, User Supercash & Merchant Supercash

      • ID where request is to be raised: supercashback.promoops@paytm.com, promoops@paytm.com depending on the campaign type

• After the request mail is raised, business owners / categories need approval from their category head / designated authority over mail. The same approval has to be shared with the Promo Ops team for further processing.
  
  
• For campaigns running on multiple transactions across categories, approval is needed from individual business owners or overall business head
  
  
• No approval is required for Off Us Merchant Funded campaigns as there is no cashburn on Paytm’s Wallet; only the dummy wallet is added in campaign configuration.
  
  

2. Campaign Creation

• The Promo Ops team will perform standard preliminary checks such as Spellcheck, configuration details, T&C, Expiry date for the request raised. If the request form is incomplete/ incorrect, the Promo team will inform the business team on the same email thread. Complete/ correct request form is to be submitted on the same thread.
  
  
• Promo Ops Team will create promo code / supercash campaigns in Seller Panel by entering all requisite details as per approval mail viz. Cashback/Discount/Deal/Voucher, Minimum cart, usage limit, Cashback limit, Promo Validity, Pay-methods, category ID/Brand ID/MID/PG MID/PID/ etc., (Category Team Shares List ID and the mapping of PID/ MID with List ID is done by categories). Campaign budget/ any other equivalent parameter must be mandatorily added in campaign request. Promo team must check the minimum expected cashback from the campaign, if it is less than Rs 1, businesses must be informed regarding this concern.
  
  
• Promo team must not add/ modify any campaign details on their own. Any discrepancy must be reported to the concerned Business team and necessary corrections should be received from the business team on email.
  
  
• The TAT for delivering fresh campaign request is 2 working days
  
  
• Category has to share the consent/approval of HOD of the Category if they want to live the campaign on other verticals. e.g. Paytm First team wants to run a campaign on the Travel vertical then we have required the approval of TRAVEL HOD.
  
  
• Error messages should be generic and have to cross-check during UAT. e.g. If we are running an offer for multiple Txn value then we should use, Offer is applicable on selected Plans.
  
  

3.1 QC process

• Promo team will ask the concerned business team to test the campaign after the campaign is created. Business team must check the following parameters wrt original offer request (if applicable) during campaign testing

      •Campaign Configuration on Seller Panel

      •Gratification amount / type (CB should be >= Rs 1)

      •Minimum order value

      •Count of offers/ users

      •T&C of the campaign

      •Background image

      •Landing page

      •Test on non eligible users

      •Campaign Usage

      •Validity

      •Visibility of the campaign on offer page

      •Negative testing on all applicable parameters

      •Error messages should be generic and other details should be mentioned in the T&Cs.

• Campaign Testing from Business’s end will be done on pre-approved test IDs only. Campaign owners must ensure testing is done only on those IDs which are approved by the concerned Business Head. Any change in test user IDs must be approved by Business HOD and shared with the Promo ops team.
  
  
• Once testing is done, the Business team will share the feedback with the Promo team. Relevant details of testing (OrderId, Screenshot of Gratification Received, Error message etc.) are to be shared with the promo team. If testing is ok, the promo team will QC and publish the campaign. If testing fails, the creator will revisit the campaign configuration.
  
  
• As per the updated process, Promo team will operate on the new Promo Panel where there will be a system based Maker/ Checker process. Few members in the team will have creator access while rest will have approver access. Maker will be responsible for campaign creation and modification; Checker will solely be responsible for QC and publishing the campaigns. Two step verification process has to be followed before publishing any promo campaign.
  
  
• After testing, QC is done successfully by the category, they request the Promo team to make this active for segmented users over mail. As per the new process, all user campaigns must have an all user CT segment.
  
  
• Promo team must QC campaigns again as per this checklist and will share the QC parameters checked after making the campaign live with the business team over email.
  
  
• Error messages should be generic and have to cross-check during UAT.
  
  

3.2 Campaign extension/ modification

• Subsequent change in T&C/Expiry extension/any condition update of promocode should be shared by the category on the same creation mail. TAT for the same is 2 working days.
• Changes in parameters which impact the campaign budget must be approved by the concerned business HOD. Parameters which impact overall campaign budget are:

      •Campaign Budget

      •Total Offers / # of Game activations

• For other campaign parameters modification, no approval is required.
• QC process mentioned in 3.1 is to be mandatorily followed for all campaign configuration changes/ updations.

4. Campaign redemption/ budget burn tracking

• Businesses should proactively monitor the campaign budget burn rate.

• Any major deviation is burn rate should be immediately reported to Promo Team for next course of action

• Categories should not maintain more than 5X of the daily burn amount in their wallet. This is critical to minimize the losses in unexpected circumstances.