On January 15, 2024, Reachdesk enhanced the recipient experience for all eGift sends. We've introduced a more engaging unwrapping process, providing a delightful and interactive experience for recipients. Additionally, recipients now have an extended 90-day period after claiming to select their preferred gift card option, allowing for a more thoughtful and less rushed decision-making process. Check out the new eGift unwrapping experience below.

What changes for recipients:

  • Interactive gifting experience to drive excitement and engagement.

  • Auto-claim to reduce clicks and streamline the unwrapping experience.

  • Sneak peek of the main gift card offered before claiming.

  • More time to choose and less pressure to pick a gift card (90 days after claim).

  • Option to say "No, thanks", which stops claiming but still allows recipients to change their minds and claim (see below).

What changes for gift senders:

  • No functionality change when sending gifts.

  • Expected higher claim rates as a result of a better recipient experience.

  • Earlier re-engagement with recipients. Previously, senders would re-engage with recipients after they selected their gift card option, while now, they can engage when gifts are unwrapped/claimed.

FAQs

Will the expiration days that I set on campaigns and sends override the 90-day period that recipients have to choose their gift card option?

The expiration days set on campaigns and sends apply only until the gift is claimed. After that, all recipients will have 90 days to make their choice. Here are some scenarios for a gift that is sent with a 5-day expiry time:

  • If a gift is not claimed after 5 days, it will expire and recipients won't be able to claim it.

  • If a gift is claimed within those 5 days, recipients will have 90 days after the claim day to choose their gift card.

Will recipients get reminder emails to claim their gifts?

Recipients will receive reminder emails until they claim their gifts. No reminders will be sent after that.

Will I see higher claim rates and shorter click-to-claim times with the new eGift experience?

Claim rates may be higher with the new eGift experience because Reachdesk marks eGifts as claimed once recipients click on “Claim now” on the eGift claim page, or when recipients wait for the auto-claim animation to finish. After an eGift is claimed, recipients have 90 days to make a gift card choice, which offers them a more thoughtful and less stressful experience. This is also why you may experience shorter times between eGift emails/links being clicked (send status “clicked”) and eGift sends being claimed (send status “claimed”).

By marking eGifts as claimed at this stage, Reachdesk shortens the time between gifts being sent and senders following up with recipients. Such leads to more efficient and more effective business connections, because Reachdesk does not make the time each recipient takes to make a gift card choice (which can take up to 90 days) delay follow-ups.

When do I get charged with the new experience?

You only get charged after an eGift is claimed by the recipient. When eGifts are sent via email, there are 6 steps between an eGift being sent and funds being charged (1-6 below). When gifts are sent via link there are only 3 steps (4-6 below). The steps are:

1. You send an eGift. The send status is "Sent". Funds are reserved as unclaimed balance.
2. The recipient receives an email. The send status remains "Sent". Your wallet is not charged.
3. The recipient opens the email. The send status becomes "Opened". Your wallet is not charged.
4. The recipient clicks on the gift link/button on the email. The send status becomes "Clicked". Your wallet is not charged.
5. The recipient opens the eGift claim page. The send status remains "Clicked". Your wallet is not charged. At this stage, the recipient can wait for the auto-claim animation to finish or click on "Claim now" to claim the gift. The recipient can click on “No, thanks” or close the browser window/tab to decline the gift.
6. The recipient claims the gift. The send status becomes "Claimed". Your wallet is charged and gift funds will no longer show as unclaimed balance. The recipient has 90 days to choose their preferred gift card option.

Once an eGift is claimed, Reachdesk transfers the money needed to fund your send to our gift card providers Reachdesk makes budgeting for eGifts efficient. If you were to go direct with a gift card provider, you’d have to pay for every send, i.e. on step 1 above, no matter if recipients engaged with your gifts. Other gifting platforms charge you when emails are opened, independently of emails being clicked or gifts being claimed, which is 3 steps before Reachdesk.

What happens if recipients don’t choose a gift card 90 days after claiming their send?

When the 90-day period to pick gift cards lapses, funds will expire and won’t be returned to your wallet. Reachdesk would have already transferred those funds to our gift card providers and won't get them back. We consider this as being the same as when recipients choose a gift card but never use it with the corresponding brand (e.g. the recipient redeems an Amazon gift card, but never credits it to their Amazon account). Expiring funds is a common practice in the gift card industry. Reachdesk makes budgeting for eGifts efficient by only charging your wallet when eGifts are claimed.

What happens if recipients choose a gift card with a lower amount than what was sent?

In those situations, Reachdesk refunds the difference between the amount that was sent and the amount that was chosen back to the payment wallet. Even though Reachdesk does not get those funds back from our gift card providers, we believe this is the fairest thing to do.

In the future, we'll introduce multi-claim sends for eGifts. Once that is available, if you send $30 worth of gift cards and the recipient selects an option worth $25, they will be able to choose another gift card option included in your send that is worth $5. This will deliver a much better recipient experience and allow Reachdesk to manage funds with our gift card providers better. We don’t yet have a date for multi-claim eGift sends, but once that is available, we’ll cease refunding the difference between sends and claims, as recipients will be able to spend that amount.

How does Reachdesk ensure the authenticity of eGift claims?

Reachdesk utilizes advanced detection systems to identify and deactivate auto-claims triggered by interactions from firewalls, robots, or other non-human sources. This proactive approach eliminates the possibility of false eGift claims, ensuring that only genuine interactions are captured. With these robust security measures in place, Reachdesk safeguards your budget by accurately managing legitimate claims.