Rokt Ecommerce Policies
Rokt technology sets out to enrich the relevance and value of online experiences for our Partners and their customers. Hosting the Rokt solution on your website, in app, or via Rokt APIs, requires Partners and Rokt to adhere to the following policies to ultimately deliver a level of trust and consistency to customers. Rokt reserves the right to deactivate any Partner integration without notice when in breach of policies. Failure to comply may also result in Rokt suspending or terminating your account.
Hosting Expectations
We do not allow Rokt to be hosted within web or app environments when:
- Associated with prohibited content - this includes sites that conduct, display, condone, or encourage any illegal, dangerous or offensive content and behavior.
- Conflicting with our Accuracy and Consent policies.
- Infringing others’ intellectual property.
- Associated with malicious software or "malware" that may harm or gain unauthorized access to a computer, device, or network.
- Failing to securely process and store customer and transactional data, including the payment.
- Attempting to steal personal information or trick users into sharing personal information.
- Utilizing incentivized or misleading techniques that may lead to unintended clicks.
- Receiving traffic from unsolicited emails.
- Hosting technology that Rokt could deem as conflicting. This includes other technology solutions and advertising networks that do not meet our requirements for customer consent, content, data protection, transparency and customer relevancy. Or other networks that may have adverse impacts (directly or indirectly) on the experience powered by Rokt or Rokt brand more generally. If Rokt determines a conflict, then the Partner must either remove the other technology provider/network, or remove the Rokt layout, which Rokt can execute within their own control, if required.
Behaviour & Navigation
All layouts must:
- Be supported by all major browser types (Chrome, Safari, Firefox, and Edge).
- Be optimized for device type (mobile, tablet, and desktop).
- Be natively styled to match the broader Partner site.
- Respect accuracy and consent.
- Include Rokt ‘Privacy Policy’ when presenting Rokt Ads or ensure that Rokt and its privacy obligations are explicitly covered in the hosting site’s privacy policy.
- Respect and follow integration instructions as written to ensure layouts function as intended.
- Close if any functional issues or errors that adversely impact the customer experience are encountered on loading.
All layouts must not:
- Prevent the customer from completing their ecommerce transaction or navigating around the website.
- Explicitly incentivize the customer to interact with 3rd party Ads without genuine interest in the offer (e.g., Partner cannot provide an incentive to engage with the ad).
- Utilize dark pattern techniques that may lead to unintended clicks.
- Intentionally manipulate or fraudulently engage with the Rokt layout, and event reporting in API integrations, that misrepresent the customer behavior.
- Interfere with operation of Rokt’s proprietary technology platform and layouts.
Rokt overlay layouts:
- Must include an intuitive way to close the layout.
- Must not compete with other modals / pop ups on the same page for customer attention.
Data protection, Privacy & Security
Partners must, at all times, be authorized to disclose any data, including personal information, to Rokt in connection with its use of the Rokt Platform (i.e. via its integration of the Rokt SDK or equivalent software) in accordance with its privacy policy, contractual obligations, and applicable privacy laws.
Rokt does not knowingly collect Personal Information from or about children under the age of 16. If we learn that we have collected Personal Information of a child under the age of 16, we will delete that data from our systems. Partners must not knowingly use any personal data about children under the age of 16 when optimizing their site for relevancy using Rokt.
Partner websites must display a clearly labeled and easily accessible privacy policy. Partner’s privacy policy shall comply with applicable laws and shall provide end customers with clear and comprehensive information about information stored on, accessed on, or collected from end customers’ devices in connection with the Services including cookies, device-specific information, location information and other information.
Customer experience improvements
At Rokt, we are committed to enhancing the customer experience through continuous innovation and improvement. As part of this commitment, Rokt maintains the discretion to experiment on behalf of our clients, with the goal of optimizing and enhancing customer outcomes. These experiments may include but are not limited to testing different user experiences, layouts and creative elements. Rokt will ensure that experiments conform with the site look and feel (i.e., are native) and respect any Partner controls applied on the platform. New concepts will always be tested on a small proportion of traffic to build confidence before being tested more broadly. The Partner will have visibility, through the Rokt platform, to view live experiments and performance results. By empowering Rokt to explore new experiences and iterate on existing layouts, we aim to deliver exceptional customer experiences that drive value for our clients and their customers alike.
If required, Partners can opt-out of allowing Rokt to run these customer improvement experiments by contacting their Account Manager. However, Partners that do not participate in the experimentation program will be deprioritised in the rollout of new experiences.
1st Party & Strategic Partnership Campaigns
Rokt technology goes beyond serving 3rd party ad campaigns on partners, and enables Partners to power internal objectives (engagement campaigns) along with offerings from strategic partnerships such as a credit card and insurance sponsorships. All campaign types are available for this use. To see all avaliable campaign types, please see here.
Overview
1st Party and strategic partnership campaigns should be held to the same standards as outlined for Rokt Ad campaigns. However, as Partners are presenting the content on their own site, Rokt offers some additional flexibility and discretion when approving the campaigns (outlined below).
Flexibility includes:
- Creative character limits.
- Image content.
- Personally identifiable information permissible into landing page.
Campaign Specific Requirements
In addition to our overall campaign requirements outlined above, there are campaign specific requirements which must be met when using these campaign types on the Rokt platform.
Accuracy & Consent
Given the greater flexibility of campaign types and availability to data, we require the customer to clearly understand the associated next step to alleviate any misunderstanding on data handling. The minimum requirements are as follows:
Email campaigns (joining an email list), the creative must clearly convey the customer is opting into the receive ongoing email communication.
Phone campaigns (requesting a phone call), the creative must clearly indicate that the customer will be called (e.g., phone me, call me, receive a call). For US campaigns a disclaimer is mandatory to meet regulatory requirements.
Customer Feedback (providing feedback on website experience). The creative must clearly indicate what the feedback relates to (e.g. checkout experience, website) and that the customer will participate in a survey Examples of acceptable phrases included in the creative or CTA include: "Participate," "Yes please," "Open survey," and "Rate now". Customer responses are not collected by Rokt but directly by the third-party solution chosen by the client (Medallia, Shopper Approved, etc.).
Note that the third-party vendors we integrate with have their own requirements and need to comply with Google Rating Partner guidelines. As a consequence, the copy must not offer financial incentives to write reviews (e.g., free samples, gift cards, discounts on future purchases, or anything of monetary value).
Add to Cart. The product / service item to be purchased, the quantify (if applicable) and price that will be charged and that the item will be added to cart on acceptance
Nurture Requirements (Email & SMS)
Email
Nurture emails associated with all 1st party / strategic partnership campaign types are more flexible as the Partner is taking responsibility for sending the emails to their customers. This includes nurture for email, traffic and email, phone, customer feedback and add to cart campaigns. In this scenario Rokt is a technology provider for the Partner to send emails. Flexibility includes the:
- Ability to send up to three nurture emails for all campaign types.
- Timing of nurture emails sent post referral (up to 360 days) or pre event.
- Creative content including subject line, header, footer and email body.
Nurture emails must include an unsubscribe link in the email footer.
SMS
One SMS can be sent immediately after a referral from an app download campaign on desktop or phone campaign owned by the Partner (ie. 1st party or strategic partnership campaign).