Introduction
This article outlines what happens to Cashback, vouchers and reloadable cards, for members who are marked as ineligible, or have their accounts revoked. There is also a reference of which communications are sent to the member during the 60 day period, before accounts are deleted.
Revoked or Ineligible Employees
Once an employee is revoked/marked as ineligible, our system considers them as leaving the business and their access to the platform will be withdrawn. An account can be marked as revoked in one of the following situations:
- When an employee leaves an organization
- When a client is closing their platform and ending their partnership with Reward Gateway | Edenred
- If there are no logins from an user for more than 22 months
Note: When an employee's SmartSpending account is revoked - usually due to leaving their employer organization, or their platform being closed as our client ended their partnership with Reward Gateway | Edenred, the members will still have access to the My Account page (only), for 60 days.
Cashback
The Cashback balance can be withdrawn from the My Account page during the 60 day period. If Cashback is still pending within the 60 days, they can contact our Employee Support team and they’ll be able to assist. If the 60 days pass, the account is deleted and we have no way of recovering the Cashback for the members. Within the 60 days time period the members are not able to earn Cashback on new purchases.
Instant Vouchers
Within the 60 day time period, members can still access their Instant Vouchers in their account. After the 60 days pass, the account will be deleted and our ability to provide the Instant Vouchers will be limited. The Employee Support team will do their best to assist if the user can provide the order number of the Instant Voucher purchase. This order number is usually provided in the confirmation email after the order has taken place.
Reloadable Cards
Within the 60 day time period, members can still access their Reloadable Cards section in their account. From there they’ll be able to report cards as lost/stolen, or activate any cards pending activation. The members can use their Reloadable Cards, until the expiration date which is usually advertised at the back of the card. As soon as the 60 days time period expires, the members won’t be able to access their accounts and top-up their reloadable cards. After the 60 day period, any data that Reward Gateway has stored is completely removed from the system, and support for all other queries will be very limited.
SmartSpending App
Once a user is revoked, the members cannot access the SmartSpending App.
Revoked Account Communications
Once access has been revoked, the user will receive a series of communications:
- 1st day: The member is marked as a leaver. They get an email informing them that their access to the program will be withdrawn.
- 30th day: The member gets a reminder email informing them that they have 30 more days before their account is closed down.
- 58th day: The member gets a reminder email informing them that they have 2 more days before their account is closed down.
- 60th day: The member's account is permanently deleted.