Who gets an offer — targeting, policies and limits

The idea

Every offer is on for everyone unless you narrow it. When you do, there's one question to ask about each offer: who is this customer? Retention lets you target by what you know about the customer — their tags, how many orders they've placed, how often they return. It never targets by what's in the order; that's a job for Return Rules, which can switch offers off for particular products or order values.

So "why did Sarah get £20 of credit?" is always answered on Retention, and "why did this order get no offers?" is always answered in Return Rules.

Who gets this

Every row's editor has a Who gets this control with three settings:

• Everyone — the default.
• Only these customers — the offer is shown only to shoppers who match all the conditions.
• Everyone except these customers — the offer is shown to everyone who doesn't match.

Conditions are built from three customer facts:

| Condition | Options | Example | |---|---|---| | Customer tag | is / is not | Customer tag is VIP | | Loyalty level | is / is not · New, Returning, Loyal | Loyalty level is Loyal | | Returns in 180 days | is at least / is under | Returns in 180 days is at least 2 |

Add more than one condition and they all have to be true. Tags are matched against the customer's Shopify tags, ignoring case.

Two worked examples:

• Add-ons for VIPs only — Add-ons → Only these customers → Customer tag is VIP.
• No come-back credit for frequent returners — Come-back credit → Everyone except → Returns in 180 days is at least 2.

Applies to

If you have more than one return policy — say a UK policy and an international one — each row also has Applies to. Leave it on All policies, or tick only the policies the offer should apply to. A shopper's policy is decided by their shipping country, exactly as in Return Rules.

With a single policy this control is hidden.

Switching offers off for a whole market

Rather than editing seven rows, use the switch on the policy itself. Under Return Rules → Basics, each policy card has a Retention offers line. Turn it off and shoppers under that policy see no offers at all. The Retention page shows "Off for: International" at the top of the Offers card so it's never a surprise.

The two work together: the policy switch says whether a market gets anything; Applies to says which offers it gets.

Limits

The Limits card at the bottom of Retention applies across offers. It's on from the start with sensible defaults.

| Limit | What it does | Covers | |---|---|---| | Skip shoppers with N+ returns in the last 180 days | Frequent returners see no offers | Every offer | | At most N offers per shopper every 90 days | Caps how often one customer is given a credit or reward | Come-back credit, Returns+, exchange rewards | | Hold back N% of shoppers as a comparison group | Those shoppers see the normal portal, so the results at the top of the page mean something. Minimum 5% | Come-back credit, Returns+, exchange rewards | | When a product has no cost recorded, assume N% profit | Used by the profit check when a product has no cost price in Shopify. Leave blank to make no offers on unknown-cost items | Come-back credit, Returns+ | | Never give away more than N% of a return's value across all offers | A ceiling on combined giveaways per return. Blank means no cap | Come-back credit and Returns+ for now |

A row's own Who gets this can be stricter than a limit — "Everyone except 2+ returns" on one row while the page-wide limit is 3 — but never looser.

How a decision is made

For any shopper and any offer, Yoyo checks, in this order: is the offer on · are retention offers on for this shopper's policy · does the offer apply to this policy · are they over the frequent-returner limit · do they match Who gets this. The first "no" wins, and the same check runs in the portal, in Preview, and when money is issued, so what you see in Preview is what the shopper gets.