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How to manage mass refunds and gift cards in the time of pandemic

Yes.Fit creates interactive virtual challenges based on the places, stories, and heroes people love. Their primary goal is to motivate runners around the globe to fitness. They achieve this by providing the community with a virtual infrastructure to track and reward those who have completed a race.


25k coupons sent out
300 gift cards sold in the first 3 months
100k tracked customers

Key challenges

Yes.Fit is all about motivation. The main goal of Kevin and his team is to drive customer retention. They want to convince runners who have already taken part in one race to take part in another one. The key milestone on this journey is to have them run a second race. This is why the team’s daily job is to come up with persuasive promo campaigns with various incentives.

The type of an incentive is one thing. Controlling who can redeem it and when, is equally important. Yes.Fit clearly doesn’t want to spend their promo budget on customer segments outside of their interests. For example, people who completed the first race, but didn’t start the second. As the business grows, the need for new customer segments and product-specific rules also increases.

Finally, Yes.Fit wants to engage customers in multiple ways. They have already integrated email and in-app messages (with Intercom) and they want to push these incentives using the channels their audience knows.

Example campaigns Voucherify helped launch

The first customer retention tactic was discount coupons. Yes.Fit launched several coupon campaigns offering noteworthy discounts applicable to specific products and segments only. The crucial feature here is the ability to filter out these validation rules by the marketing team on their own. For example, Kevin can fire up a 25% off campaign only for the people who completed the first race, and Voucherify takes care of segment monitoring. So, every time a new customer completes their first run, Voucherify automatically sends a coupon and excludes the customer from the group.

This is possible because of Voucherify API <-> Yes.Fit’s CRM system integration</->

"Voucherify support team was very helpful, and I think he got us set up in one day. We are a pretty complicated site, and this isn't reflective of Voucherify. It is more what did we want to integrate and how did we want to do it."

The integration took one day and provides several benefits. One of them is the ability to send promo codes via an Intercom live chat.

"We are finding new ways to use the product all the time. I like the product enhancements that they are making and we are looking forward to using the gift cards as well."

After a successful run with the coupon campaigns, the team integrated digital gift cards. This new sales channel brought in 300 cards in just 3 months. Gift cards weren’t only about revenue; brand awareness has also started to grow.

Gift cards were not the only channels that helped spread the word about Yes.Fit. Their CTO, Graham, noticed that by having the redemption mechanism already connected, they could easily rollout a referral program. The mechanics of this campaign incentivized both sides. New customers were attracted by the discount assigned to a referral code, and the referrers gained money they can use when purchasing a new race.

Now, Yes.Fit’s team is setting up cart-level promotions. Kevin likes the new channel because, from the customer’s point of view, the way it works is straightforward. They don’t even need coupon codes. They just add products to the cart, and Voucherify automatically applies the discount according to the business rules. The team hopes to use cart-level promotions to create some smart up-selling campaigns.

How are they integrating Voucherify with the daily workflow?

After a quick installation, Yes.Fit was ready to ramp up the marketing team to manage all promotional campaigns in one, unified dashboard. Their day-to-day activities include coming up with new promo campaigns and monitoring how they perform across all channels.

"We have a website and apps on iOS and Android, and because Voucherify is API based, we get to use it from all platforms with very little extra effort."

At the same time, developers, who saved the time they would have spent on building a bespoke promotion engine, can now focus on building core business features. They also help marketers connect new data sources and marketing channels so that their campaigns become even more timely and personalized.

"Whenever an event occurs in yes.fit, such as a user completing a workout or a race, we send a packet of metadata to Voucherify using their extensive API. This metadata can be used in the Voucherify rules engine and enables us to really fine tune our automatic promotions. For example, apply a discount for a user who has completed 1 race, less than 2 days ago."


5 types of promotional campaigns
API integration
took 1 day
Notable increase
in customer retention

E-commerce ecosystem

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