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Frequently asked questions

Getting started​

Do we need to put ads on our website or app to start? No. Offsite campaigns run across the open internet using your retail data. Ads on your own site are part of Surfside Ads, which is recommended but optional. See Surfside Ads.

What’s the difference between Offsite Commerce Media and Surfside Ads? Both use the same connections. Offsite Commerce Media reaches shoppers across the open internet. Surfside Ads puts sponsored products, ads, and recommendations on your own website, app, and in-store screens. See Connect once, choose your outputs.

Do we need a developer? Not on your side. The one technical change is installing the digital SDK on your website and apps, and Surfside works directly with whoever manages them. POS and CRM connections are configured by Surfside.

Can we launch with only some of the connections? Yes. Each connection adds to what you can do, and you can add the others later. What you can measure shows what each connection makes possible.

How long does onboarding take? It depends on how quickly access is granted and how many platforms and stores are involved. Your representative will give you a realistic view once we know your setup. See What affects timing.

Data and privacy​

What data does Surfside receive? Shopping activity from your website and apps, purchase data from your POS, and customer records from your CRM or loyalty platform, limited to the sources you connect. Each connection page lists what’s brought in.

Does Surfside see our customers’ personal information? Personally identifiable information is hashed before matching. Surfside works with anonymous identifiers to build audiences and measure results. See Data onboarding.

How should we share API keys? Through the secure method your representative provides. Never send keys by email or chat.

What about shopper consent? The digital SDK respects consent choices and can work with your consent management platform. See Connect your website and apps.

Platforms​

Our POS or CRM isn’t listed. What happens? Tell your representative the platform name. Surfside builds the connection and keeps you informed of timing. You can still begin with the connections that are available now.

We have several stores on different systems. Is that a problem? No. Each store or system becomes its own source. Some providers issue a separate API key per location, and we help you gather them.

Our website or app is run by an ecommerce platform or agency. That’s common. Introduce us, and we work with them directly. Many platforms have a ready-made setup path listed in Connect your website and apps.

After launch​

How do we see results? Your representative reviews results with you after launch, and reporting is available in the Surfside platform. What you can measure explains each result.

Can we add Surfside Ads later? Yes. The same data connections power sponsored products, onsite ads, in-store ads, and personalization, so nothing needs to be redone. See Surfside Ads.

Who do we contact? Your Surfside representative is your point of contact throughout. For technical support, email support@surfside.io or use the Surfside support portal.