Rest assured that all redemption inquiries are responded to within 24 hours as per company policy. It could be possible that our email replies are going to their spam folder or they are simply not recognizing the email as coming from us.
We utilize a service known for full accountability when it comes to customer support known as Zendesk. The email domain that your customers would receive emails from us from would be rewardsincentives.com or zendesk.com as these are the support email domains we use.
All redemption inquiries must be submitted from the redemption website through the Support button. We even add the statement regarding the from email domains to inform your client to be sure to keep a look out for these emails.
So very sorry but I am unable to assist in any way regarding redemption and fulfillment customer support as that is a totally different department and we do not have access to the redemption system over here.
Please redirect your customers back to the redemption website where they originally redeemed their offer from initially. From there they can click on the "Already Redeemed" and/or "Help" tab. They will be required to enter their certificate code and email address that they used when they redeemed their certificate. Once logged in they would simply click on the Red Support button located in their password protected redemption dashboard.
You can always retrieve your customer's Certificate ID number for them by going to "Redemption Reports" and you will see a search bar, where you can search for a certificate using customer's email or Cert ID. I have provided a screen shot as a quick example.
Once logged in your customers can view all the details, terms, faqs, how it works, complete with videos and more. Of course they can even submit a customer service support ticket too. The same info is displayed to them before they even redeem their offer too. The entire goal of the website is to provide full transparency to the end user so they have a complete and full understanding of what their offer entails.