Programme questions go to a ticket like anything else.
WHAT TO ASK ABOUT
Whether a purchase qualifies, before you make it How a balance was calculated Why a referral did not credit Redemption that failed Consolidating duplicate accounts Whether a planned restructure affects tenure or tier Requesting a statement for your accountant
HOW TO ASK
Open a ticket from inside the Client Area, which identifies you. Include dates, figures and invoice numbers.
WHAT WE CAN DO
Explain how a figure was arrived at Confirm whether activity qualifies, in advance Resolve genuine errors Tell you the position under the rules
WHAT WE CANNOT DO
Backdate participation Reinstate expired balances outside the rules Make case-by-case exceptions Discuss another customer's account in connection with a referral
THE MOST USEFUL QUESTION
"I am planning to do X, how does the programme treat it?" Asked beforehand, it takes a minute to answer.
