Some frequently asked questions that a brand support team may encounter.
Reminder that we can add custom FAQs to the Duel portal so if there are any reoccurring questions speak to your BSE about getting them added in.
Why do I need over 1,000 followers to join the platform?
The program is designed for socially active brand fans, which is why there is a follower requirement.
If you have a loyalty program, it would be a good idea to guide these customers there. If not, you could highlight any current promotions or give them a preview of upcoming discounts to keep your loyal customers engaged.
How do I apply for the program?
Visit the program’s webpage, review the requirements, and if it seems like a good fit, click “Apply Now.” Please note that you must have a public social profile to be eligible for the program.
Why was my application rejected?
Due to capacity limits, we are unable to accept all applicants at this time, even if they meet the criteria.
It may be helpful to gather feedback from your operators about how applications are reviewed, and include actionable suggestions in your response.
For example, priority is given to those who meet the criteria, and we also assess how applicants create content.
You might encourage applicants to review some of our favourite user-generated content (UGC) as inspiration. The more aligned your content is with these examples, the more likely you will be accepted in the future. We encourage you to reapply in 60 days.
How long does it take to get approved?
Ensure that your response aligns with the review schedule followed by the operators. Typically, applications are reviewed within 48 hours.
How do I get paid, and when?
This is clearly outlined within the tasks in the program and also in the FAQs.
You can earn commissions on purchases made through your affiliate link. Your commission can be tracked on your portal’s homepage but may fluctuate due to cancelled or partially refunded orders.
Payments are normally made 45 days after an order is placed, allowing time for returns and processing, and will be sent via PayPal to the email address used when you signed up.
If you don’t have a PayPal account linked to that email, you can create one when you receive the payment.
Alternatively, you can update your email in the portal’s settings to match your existing PayPal account. You can refer to the platform’s Terms of Use and Privacy Policy for more details, and feel free to reach out with any questions.
How/where do I use my tracking links?
You can share your affiliate link in your social bios, posts, or directly with friends, family, and followers.
On Instagram Stories, URLs can be hyperlinked directly into your story. You can also customise your affiliate link to point to a specific product page.
For Instagram Reels/Posts and TikToks, adding URLs is less straightforward. In these cases, we recommend directing your followers to the link in your bio through the caption to earn commissions.
Who can I speak to if I’m having technical issues?
Your brand’s support team will handle technical queries and can escalate issues that can’t be resolved internally to the program’s support team. Note that the support email is not advocate-facing, so it should not be shared with advocates. You can also ask our chatbot general troubleshooting questions, and if the problem persists, your support team can escalate the issue.
Who can I contact with questions about the briefs?
This is managed by the brand’s support team, so coordination between the support team and the operators managing the program is essential.
When do applications close?
Applications are ongoing, but space is limited, so there will be times when more or fewer members are accepted.
Can I use my product vouchers/gift cards in stores?
Please reach out to your eCommerce team, as they are responsible for creating the promo codes.
Do I have to pay for delivery with my voucher/gift card?
For any questions regarding delivery and vouchers/gift cards, it’s best to connect with the eCommerce team. They created the promo codes and can provide the details. Keep track of popular questions from existing advocates to consider adding them to your FAQs.