How to Fix a Promotion that is not Generating Results

Jun
Jun
  • Updated

Contents


Diagnosing Symptoms

Follow this guide if you see any of the following:

Symptom Media
A promotion’s status is marked as “Inactive” or “Paused”. symptom 1.png
A promotion’s status is marked as “Active” but is not generating results. symptom 2.png

 

Potential causes for this issue include:

  • Your promotion dates are not current
  • Your promotion is paused
  • Your promotion is not linked to any storefronts

Troubleshooting Steps

Troubleshooting Method Steps Media
If a promotion status is marked as “Inactive”, modify your promotion dates so that it starts immediately.
  1. Log into your Otter Dashboard. 
  2. Select Marketing tab from the dropdown menu on the top left of your screen. 
  3. Select Delivery App Promotions.
  4. Now, select the promotion that you wish to modify.
  5. Move down the page to Duration.
  6. Set the start and optional end dates for this promotion.
  7. If you want the promotion to go live immediately, select today as a start date.
TS1.png
If a promotion status is marked as “Paused”, you will have to resume the promotion.
  1. Log into your Otter Dashboard 
  2. Select Marketing tab from the dropdown menu on the top left of your screen. 
  3. Select Delivery App Promotions.
  4. Now, select the ellipsis button next to the promotion that is listed as “Paused”.
  5. Select Resume promotion.
TS2.png
A promotion status is marked as “Active” but is not generating results. You need to link storefronts to your promotion.
  1. Log into your Otter Dashboard.
  2. Select Marketing tab from the dropdown menu on the top left of your screen. 
  3. Select Delivery App Promotions.
  4. At the top of your screen, select Manage storefronts.
  5. From here, you can select which storefronts you want to add to your promotion.
  6. Once you have selected the storefronts, select Actions and select to which promotion you wish to add the storefront.
  7.  Save your changes.
TS3.png


F.A.Q.

  • Q: Can I pause my promotions?
    • A: You can pause your promotion at any time by selecting the ellipsis button on the right of your screen and selecting pause.
  • Q: Will my promotion be paused right away?
    • A: The promotion will pause as soon as the promotion’s status says “Paused”.
  • Q: Can I pause the promotion for a specific delivery channel and keep the rest of the promotion active? 
    • A: You can pause a promotion for a specific delivery channel by selecting the pause toggle button for each delivery channel.
  • Q: Can I edit a promotion’s objectives while it’s running?
    • A: You can modify a promotion at any time by selecting the promotion and changing its parameters, then select save.
  • Q: If I modify a promotion directly on a delivery app, will it override the parameters I set on Otter? 
    • A: All modifications made outside the Otter Promotions tab will be overridden by the parameters set on Otter. If you wish to modify a promotion, you can do it directly within the Otter dashboard.

Additional Resources

For help with this process, check out the Promotions How to video.

If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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