Document your SheerID program to create an FAQ

  • Updated

Thorough and accessible documentation is crucial for ensuring smooth operations and consistent support for your verification program. To further enhance the documentation's utility, we recommend using the collected information to create an FAQ for consumers.

This FAQ should address common questions about eligibility, application processes, and troubleshooting. By providing this resource, you can reduce support inquiries and empower consumers to find answers independently.

Below are the key elements that your program documentation should include, suggested questions for your FAQ, and some stock answers to questions about verification that you can use on your website.

Offer details

Clearly outline all aspects of your verification program so that support agents and other stakeholders have a full understanding of the offer. Be sure to include:

  • Offer Value: Specify the details of the program's value (e.g. percentage discounts, fixed dollar amounts, free trials)
  • How to Apply: Provide a step-by-step guide on how consumers can apply for the program or redeem the offer
  • Person Limits: State any restrictions on offer redemption
    • These limits are set during initial implementation. Reach out to the program manager internally or to SheerID Product Support if you have questions regarding the set redemption limits for your program.
  • Eligibility Criteria: Who qualifies for the program
    • Documentation should be provided by your PM or CSM during implementation, and is available in our Product Knowledge Base. If you have additional questions regarding program eligibility, reach out to Product Support.

Questions about the offer

  • What is the offer?
  • Is this a limited time offer?
  • Does the coupon code expire?
  • Is this offer transferable?
  • How often / how many times can the discount be used?
  • What does the discount apply to?
  • Who is eligible for this offer?
  • What is SheerID?
    • We've partnered with SheerID, a third-party verification service, to confirm your eligibility for our exclusive offers through their verification service. Learn more about SheerID by visiting their Help Center.
  • How do I get verified?
    • Verify your eligibility by clicking on the link above. SheerID will collect some basic personal information to confirm your current eligibility. We may ask you to upload some documentation that substantiates your status and eligibility. To ensure a quick and successful verification, please pay attention to how you enter your information on the form so that it will match what is seen on the document(s). For example, enter your first and last name on the form as it appears on your official document(s).
  • How long will it take to get my promo code?
    • In most cases, verification is instantaneous. We'll provide your promo code on-screen and via email. Occasionally verification requires a document review, which can take up to 20 minutes in the U.S.

Handling basic support issues

Equip your team with clear instructions for resolving common issues, including:

  • Verification Issues: Steps to help consumers who have trouble submitting their information or verifying their eligibility
  • Offer Application Issues: Guidance for troubleshooting cases where the discount or offer does not apply (e.g. incorrect account setup, expired offers)
  • Code Redemption Problems: Standard responses for common coupon or code issues, including:
    • Directing consumers to the appropriate internal, brand-side resources
    • Explaining program boundaries (e.g. invalid codes not handled by SheerID)

Support related questions

  • Where / how do I apply my discount code?
  • How do I set up an account?
  • What do I do if my discount doesn't apply to my cart?
  • How does this offer apply to my account?
  • Does this discount stack with other offers?
  • Are there any exceptions, exclusions, or black-out dates?
  • What if I'm not eligible? Are there other offers available that I might be interested in?
  • What if I have trouble getting verified?
    • Reach out to SheerID support for help with the verification process and / or with questions about what documentation my be required. (You can be more specific by pointing consumers directly to a page dedicated to their particular audience, e.g. Students, Educators, Military, etc.)

Escalation paths

Provide an internal roadmap for addressing issues that require additional expertise or access. This should include:

  • When to Escalate: Define scenarios that warrant escalation, such as technical glitches, unresolved eligibility disputes, or CRM-related concerns
  • Who to Contact: Clearly list the roles or teams responsible for handling escalated issues, including:
    • Contact names, email addresses, and phone numbers (if applicable)
    • Office hours or expected response times
  • Specialized Resources: Highlight any tools (MySheerID Search Tool or internal CRM systems) or documentation agents should consult before escalating

To ensure consistent and efficient support, begin with comprehensive documentation. Clearly define program details, prepare your team to resolve basic problems, and create clear internal escalation routes. This empowers your team to deliver outstanding service, avoid confusion, and streamline processes. An online FAQ can also proactively address consumer questions and improve their overall experience.

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