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.
Important Note: We launched a brand new redemption website around June 25, 2020. It's very important that you understand that your customers must inquire with the redemption website that they redeemed with originally in order to be assisted as the two redemption websites are totally separated in this regard. If you send your customer that redeemed on the older redemption website before the launch and send them to the new site, the codes wont work so they will not get support.
All redemption inquiries must be submitted from the redemption website through the Support Button which is located inside of each redeemers dashboard.
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.
Please do not attempt to play part time redemption center for your customers. Your customer needs to be the one inquiring on the redemption website. It is a direct violation of CMI's terms and conditions to play part time travel agent, play middle man redemption center or even try and facilitate the booking or fulfillment of any of our incentives for your customers or on behalf of your customers. This causes unnecessary customer service issues and confusion. If it is found that this is happening we will take further action and will terminate accounts when discovered. https://www.creativemarketingincentives.biz/term
If your customer were to ever forget their certificate ID, they can click on the "Forgot Certificate ID" button on the redemption website.
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. From the SORT drop down menu simply choose redeemed certificates to see a list of all redeemed certificates from your account.
When clicking on the details button next to the customers redemption in question. In the bottom right hand corner of the pop up that provides the details to you, you will see the redemption website URL where your customers originally redeemed at. Make sure to redirect them to this url for support. You can also retrieve their certificate id # here for them as well as the email address they originally used to redeem their offer as they will need it to receive customer support. SEE SCREENSHOTS
Once logged in your customers can view all the details, terms, faqs, how it works, complete with videos, our online help desk and more. 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.
We don't provide a direct number on the redemption website because we want to make sure that visitors who go to the website have an actual valid certificate code, and this is our way of verifying that any inquiries submitted through our fulfillment site are directly related to one of our certificates.
Also, since we offer over 30+ certificates, verifying the actual certificate ID beforehand helps ensure that our customer service department addresses the specific question for the specific offer more effectively. We make sure our fulfillment website is extremely user-friendly and fully transparent by providing full terms and conditions; video instructions on how to redeem a certificate as well as a informational video advising how we are to offer these steeply discounted travel offers. We have a specific "Support" feature that any end user can utilize for any questions they have above and beyond what is already provided and they are guaranteed a response within a business day.
Can you imagine if we had a customer support number on our redemption website? With over 6200 website visitors each and every day, we would need to hire a full call center to handle all those questions and concerns that we already answer on the website for them.
