This article outlines best practices for using SheerID to support in-store verification. While there are multiple ways to configure verification across channels, the recommended approach is to create two separate programs:
- An in-store program with Associate Override enabled, and the appropriate configuration adjustments
- An online program designed for ecommerce or account-based verification
This structure delivers the most seamless in-store experience, helps prevent lost sales, and reduces reliance on SheerID customer support when shoppers need immediate assistance on site.
Implementation requirements
When implementing an in-store program, a couple of key things need to be added or adjusted to ensure the best experience for in-store customers. This requires an engagement with our Professional Services team, to utilize our InStore Implementation Package, which is available to Enhanced- and Elite-level customers (formerly Business and Enterprise).
This package groups together product features and services designed to optimize in-store use cases. It includes the following and more:
- InStore consulting
- Train-the-trainer consulting
- Specialty program customizations, including loyalty integrations
- In-store Associate Override feature
- QR and barcode coupon feature
Contact SheerID or your Customer Success Manager (CSM) to learn more about the components of this package and to obtain a quote.
Benefits of separate programs
The following SheerID features and resources have been developed to help enhance your experiences and success with InStore programs:
- Faster and lower-friction in-store verification
- Flexible in-store assistance when customers need help
- Clear performance reporting by channel
- Reduced checkout disruption
- Improved overall customer experience
Best Practice
Treat in-store verification as its own experience rather than an extension of online verification.
In-store verification experience
An in-store SheerID program is designed to support real-time purchasing when a customer is physically present and ready to complete a transaction.
A typical in-store experience includes:
- Offer promotion: In-store signage promotes and directs customers to verify eligibility
- Verification access: Customers can scan a QR code or use a store-provided device to access the in-store SheerID program
- Eligibility confirmation: Customers complete verification independently or receive assistance from a trained store associate if needed
- Offer redemption: Once verified, the offer is applied at checkout or delivered through a redemption method such as a barcode, code, or loyalty integration
Associate Override: enabling assisted in-store success
Associate Override is a key feature that makes in-store verification more flexible and customer-friendly.
The Associate Override feature allows an authorized store associate or manager to approve an eligible customer directly in store by use of an override code when standard verification cannot be completed.
The intended use case of this feature is situations where all of the following are true:
- The verification process asks a consumer to upload documentation
- The consumer does not have the relevant documentation with them
- The consumer is unable or unwilling to retrieve relevant documentation to verify (i.e. they complain to management about the inability to instantly verify)
- The in-store associate reasonably believes that the consumer is a member of the relevant consumer audience (e.g., the offer is for military members and the consumer is wearing a military veteran hat)
Tip
Associate Override is intended to support eligible customers, not to replace verification. It provides flexibility when assistance is appropriate.
Reducing support dependency and preventing lost sales
In a traditional online verification flow, customers who encounter an issue may be unable to proceed until they receive assistance from SheerID support. While support is available, responses are not immediate. In a retail environment, delays can result in abandoned purchases.
Online vs in-store verification experience
| Online-only Verification | In-Store Verification |
| Customer encounters verification issue | Customer encounters verification issue |
| Customer cannot complete verification | Associate confirms eligibility in person |
| Customer must contact SheerID support | Associate applies override code |
| Purchase is abandoned or delayed | Customer completes purchase |
Loyalty account integration (optional)
Linking verification to a loyalty account can enhance the experience for repeat customers by automatically applying offers at checkout once eligibility is confirmed.
While this is a valuable enhancement, loyalty integration should complement, not replace, a dedicated in-store program.
Additional requirements
There are a few requirements that need to be considered for the in-store program:
On the SheerID side
- An adjustment of certain offer protections based on the in-store program's submission method
- SheerID has many configurations in place to protect your offers from offer abuse. One of these configurations notices if the same IP address is submitting multiple verification forms. If you are utilizing a store-provided tablet to access a verification form, there will be a high volume of verification attempts submitted by the same IP address.
- If engaged with SheerID's Professional Services team, they can remove or reduce these protections so consumers do not get blocked by these default configurations.
- SheerID has many configurations in place to protect your offers from offer abuse. One of these configurations notices if the same IP address is submitting multiple verification forms. If you are utilizing a store-provided tablet to access a verification form, there will be a high volume of verification attempts submitted by the same IP address.
On the client side
- Development of Associate Override codes
- It is up to your organization to decide what the specific Associate Override code will be
- Override codes must be an alphanumeric string
- The code should be easy for in-store associates to remember, but complex enough that consumers visiting the store can't easily copy it if they see in-store associates using it
- You may use up to 100 unique codes per program
- Store staff training
- Retail associates, customer service agents, and other in-store team members should be made aware of your gated offer, as well as how to verify customers. They should be comfortable helping consumers verify via store-provided tablet (if relevant) and consumer-owned mobile devices
- With the InStore product, SheerID provides "train-the-trainer" consulting, where we will teach your in-store training staff everything they need to know about verifications so that they can pass this on to other key team members
- Store signage
- The best way to advertise that you have an in-store offer is through signage
- Signage should explain key details of the offer, such as the value offered and eligible consumer audience (e.g., "20% off for students")
- Signage should include a QR code that links visitors directly to your online verification form
Evaluating success
Every InStore program has different goals, so evaluating success may look different for each program.
During the consulting phase of your InStore engagement, our team of Marketing and Solutions experts will discuss your program goals and help you establish KPIs, such as conversion tracking.
Reach out to your CSM if you need help discovering or analyzing metrics to support your KPIs or for further marketing assistance.