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What is a convincing reward for the referrer?

Cello provides a recommendation on how to set the reward structure during the onboarding. You can find it on your individual “Set the reward structure” page on the Onboarding Notion.

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Does Cello allow to set different reward parameters for different user segments?

Currently only one campaign can be configured. One campaign comprises both the configuration of the referral experience flow and the reward parameters specified in that flow. Cello plans to support multiple campaigns in the near future.

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Is it possible to change the reward parameters retroactively for referrals that are already completed?

Cello considers a referral as completed with the referred account becoming a paying customer of the referred product. Once a referral is completed the parameters for this referral cannot be changed anymore. Changing rewards retroactively would potentially lead to a disappointing user experience for the referrer.

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Is it possible to change the reward parameters in the future?

It is possible to change the reward parameters for the referral program for future referrals. To bring the adjustment live, both the reward parameters and the referral flow have to be updated. Once the update is live, all future completed referrals will be rewarded according to the updated reward parameters. This is also the case even if the referrer shared the referral link still seeing the previous reward structure.

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Which currencies does Cello support for rewarding users?

Currently, rewards for referrers are available in all currencies that Paypal supports. You can find more details in the Paypal documentation.

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Can I delay reward payouts to protect against refunds?

Yes, Cello can configure a custom payout delay (e.g., 7, 14, or 30 days) before rewards are paid out. Contact your CSM or support@cello.so to set this up.

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What happens if a referred user requests a refund?

When you send a charge-refunded event, Cello automatically cancels any pending reward for that transaction. If the reward has already been paid out, it is not clawed back.

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Do I need long payout delays for refund protection?

Programs using spaced rewards (recurring percentage-based commissions) with low percentages and caps naturally have less exposure per transaction. Long delays can degrade the referrer experience, so we recommend the shortest delay that meets your needs—often automatic refund handling is sufficient.

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From which reward options can a referrer choose?

Cello currently offers payouts via Paypal. The list of supported countries for payouts is ”Australia, Austria, Bahrain, Belgium, Bermuda, Botswana, Brazil, Bulgaria, Canada, Cayman Islands, Chile, Croatia, Czechia, Denmark, Dominican Republic, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Guatemala, Hong Kong SAR, Hungary, Iceland, India, Ireland, Israel, Italy, Japan, Latvia, Lesotho, Liechtenstein, Lithuania, Luxembourg, Malta, Mauritius, Mozambique, Netherlands, Nicaragua, Norway, Oman, Philippines, Poland, Portugal, Qatar, Romania, San Marino, Saudi Arabia, Senegal, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, United Kingdom, United States, Uruguay.” Additional reward options like gift cards, bank transfers, donations are on our backlog. Venmo is available for the US.