As an Awardco admin, coworkers in your organization will likely ask you for help with issues related to their orders, such as tracking a missing package, returning an item, or finding a gift card code. While a user's best option is to always submit a ticket with Awardco support, this article will help you become aware of common order problems and provide guidance on how to assist users in resolving their issues quickly.
- Finding Order Details
- Tracking a Physical Item
- Troubleshooting eGift Cards
- Troubleshooting Virtual Prepaid Cards
- Changing or Canceling an Order
- Missing or Damaged Orders
Finding Order Details
If a user wants details on an order they placed, direct them to their Orders page. All orders, including physical items and digital gift cards, are listed here.
- Log in to the Awardco account.
- Click the profile icon in the top-right corner.
- Select "Orders" from the drop-down menu.
This page provides a chronological list of all orders and is the central hub for tracking and order-related information.
Tracking a Physical Item
Physical items from Amazon or other vendor-managed stores will have tracking information available on the Orders page.
- Tracking Number: Once an order is processed and shipped, a "Track Package" button will appear next to the order details. Clicking this button redirects the user to the shipping carrier's website (e.g., UPS, FedEx, etc.).
- Estimated Delivery: The estimated delivery date is usually available within 10 minutes of the order being placed.
- Delayed/Pending Orders: Remind users that some orders may require a manual review and can take up to two business days to process. If an order has been pending for an unusually long time, you can submit a support ticket to the Awardco Support Team for assistance.
Reference: “I Place an Order: Where’s My Item?” support article
Troubleshooting eGift Cards
The most common issues with eGift cards are not receiving the email or not knowing where to find the activation link.
- Missing Email: Advise users to check their spam or junk folders, as eGift card emails can sometimes be filtered there.
- Finding the Code: On the user's Orders page, they can find the activation link. For most eGift cards, there will be an "Activation Link" button. Clicking this reveals the code or takes them to the vendor's page to activate the card.
Reference: “Where is My Card Activation Link? support article
Troubleshooting Virtual Prepaid Cards
Virtual prepaid cards are a popular reward option, but they can sometimes come with unique issues. Here's how to troubleshoot common problems your team members might encounter.
Missing Activation Email
The most common issue with a virtual prepaid card is not receiving the activation email. Advise the user to check their spam or junk folders first, as these emails are sometimes filtered. They can also find the activation link on their Orders page under their account.
Declined Transactions
A virtual prepaid card can be declined for a variety of reasons. Here's a breakdown of the most common ones:
- Insufficient Funds: The card will be declined if the purchase amount is greater than the remaining balance on the card.
- Authorization Holds: Some merchants, like gas stations or hotels, place a temporary hold for an amount larger than the purchase.
- Fraud Prevention: The card network's fraud algorithms may flag a transaction as suspicious and decline it as a preventative measure.
- Merchant Policies: While uncommon, some merchants may not accept prepaid debit cards, even if they accept other debit cards on the same network (Visa or Mastercard).
Expired Cards
The activation link for a virtual prepaid card is only valid for four months from the date the order is placed. After the card has been activated, the funds on it must be used within six months, or they will expire.
Converting to a Physical Card
If a user prefers a physical card, they can request one after activating their virtual card. The virtual card must have an unused balance. To request a physical card, they should visit MyPrepaidCenter.com, view the card details, and select "Request Plastic Card." There may be a small fee to convert the card, and shipping can take up to three weeks.
Contacting the Card Vendor
If the user's issue cannot be resolved using the steps above, they should contact the prepaid card's customer service directly. The contact information can be found on MyPrepaidCenter.com/contactus. For specific phone numbers by currency, they can reference the Virtual Prepaid Card Information support article.
Changing or Canceling an Order
If an employee needs to change an order (e.g., size, color) or cancel it, a new order needs to be placed. The original order must first be canceled.
- Time-Sensitive: Orders can only be changed or canceled before they ship.
- How to proceed: Instruct the user to submit a support ticket to the Awardco Support team as soon as possible. The ticket should include their name, company name, order date, exact item(s), and the reason for the change or cancellation. The support team will then work with the vendor (like Amazon) to cancel the order and refund the points so the user can reorder the correct item.
Reference: “Cancelling or Returning an Amazon Order”, “Changing an Order After Order Has Been Placed”. “Changing the Address on an Order”, “Cancelling Hotel Reservations”
Missing or Damaged Orders
When a physical item is missing or arrives damaged, you'll need to submit a support ticket on the employee's behalf.
- Undelivered Package: If the tracking information shows the item was delivered but the user never received it, you should submit a support ticket. Be sure to include the exact item(s) and any available tracking information.
- Damaged Item: If an item arrives damaged, instruct the user not to use it and to take a picture of the damage. You will need to submit a support ticket that includes the order details and a description of the damage.
The Awardco Support team will work with the vendor to process a replacement or a point refund, subject to the vendor's return policies.
If you have any questions, please contact Awardco Admin Support.