1. What’s the difference between the Spend and Activation campaigns?Targets existing users who already have active SadaPay Mastercards. These users are encouraged to make international transactions during the campaign period. Their thresholds are personalized based on their previous spending patterns. These users are handpicked based on historical spending patterns, and are the only eligible set of users who can participate in the spend campaign Targets new users who join after the campaign start date. The goal is to help them discover international transactions early in their SadaPay journey — essentially “activating” cross-border use from day one.
Key point: Both campaigns reward international spends, but they have distinct audiences and thresholds. Users can only be in one campaign, not both.
2. How are users segmented into the campaign?Segmentation for both campaigns are as follows: - Spend Campaign: Users who joined before the campaign start date and already have made a certain amount of international transactions since Jan 1st 2024 til 1st Oct 2025.
- Users are divided into spend bands based on their spend history.
- Users who fall into their respective spend band will only be eligible for the voucher in that category
- Activation Campaign: Users who joined after the campaign start date.
- No further segmentation based on spend bands.
- The Product team has defined these segments in the backend, so CXAs do not need to manually assign users.
Note: If a user’s onboarding or activation date falls exactly on the campaign start day, default logic places them in the Activation Campaign.
3. Are users informed of their thresholds?Yes. Each user receives a personalized communication (email + push notification) stating: - Their minimum international spend threshold
- The reward band they qualify for upon meeting that threshold
These thresholds differ based on spending potential and previous card behaviour. Users cannot see their thresholds directly in-app but will receive reminders via email and push. Important: CXAs should not quote specific thresholds unless visible in the shared campaign dashboard. Always refer users back to their original email.
4. How often will users receive updates?Users will get progress updates every two weeks (bi-monthly) via: - Email (detailing progress toward their threshold)
- Push notifications (short motivational nudges)
Additionally, a final notification will be sent once rewards are finalized. If users ask for real-time updates: Explain that progress tracking happens in cycles, and updates are shared periodically — not in real-time.
5. Who is handling campaign tracking and data?- Marketing team manages event tracking and segmentation using Customer.io & tableau dashboards.
- Tableau dashboards show live campaign performance: total spend, user progress, and transaction counts.
Important: CXAs should not attempt manual calculations or estimates. Always refer to the Product or Data teams for validation.
6. How do we verify if a user is eligible?For Spend Campaign User list for all participants in the spend campaign will be shared with CXAs. They will be able to shortlist users based on this list. Only users who exist within the list will be participating. For Activation Campaign: All users who will be onboarded after the activation campaign officially starts will be eligible. CXAs will just need to check for when the user was onboarded and confirm that they are in the campaign Alternatively, marketing will also work on sharing a list that CXAs can refer to.
7. What if a user says they didn’t get updates?Users will be sent comms via email and where email is not available, they will be sent comms via WhatsApp Users must refer to their original comms. If they do not have comms received, CXAs can share the communications with them further, but after confirming if they are eligible or not Tip: Users can be reminded to check their Promotions or Spam folder for campaign emails.
9. When will CX get the winner list?The winner list is finalized within one week of campaign end. - Marketing and MC validates the spend data.
- Legal review
- Marketing schedules public announcement and user notifications.
Once verified, CXAs will receive the internal list for reference before winners are publicly notified. Until then, CXA must not speculate or confirm winners to users.
10. What if a user disputes their eligibility or spend total?If a user believes their spend total is incorrect or they were unfairly excluded: - Log the dispute in the CX tracker.
- Escalate to Marketing for verification using internal dashboards.
- Never confirm or manually adjust totals from the CXA's side.
Explain to users that data is system-generated from Mastercard records and cannot be altered manually. | 