Redemption - Outstanding Reward Balance and Voucher Considerations When an Employee Is Revoked or Marked as Ineligible

Introduction

This article outlines what happens to Reward (Marketplace) balance, vouchers and reloadable cards, for members who are marked as ineligible, or have their accounts revoked. This information is important to consider for any member being marked as ineligible, or being deprovisioned from their employer's platform.

Revoked or Ineligible Employees Process

Please see the full guide on the overall Account Deprovisioning Process, which outlines what happens when revoking member access, which communications that are sent, and which areas of the platform are still accessible during the 60 day period.

Redemption Considerations

Reward (Marketplace) Balance

Reward (Marketplace) Balance can be spent fully in the Reward Marketplace (on new Reward Marketplace Vouchers, existing Instant Reloadable Vouchers, new Reloadable Cards and existing Reloadable Cards) during the 60 day period. If the 60 days pass, the account is deleted and we have no way of recovering the Reward (Marketplace) Balance for the members. Within the 60 days time period, the members are not able to receive any new Reward (Marketplace) Balance from Awards. 

Instant Vouchers (Discounts)

Within the 60 day time period, members can still access and spend their existing Instant Vouchers (Discounts) in their account. A user cannot purchase new Instant Vouchers via Discounts. Users can use any remaining Reward Balance to purchase a new voucher, this is only relevant for clients with Reward.

Instant Reloadable Vouchers (Discounts) 

Within the 60 day time period, members can still access and spend their existing Instant Reloadable Vouchers (Discounts) in their account. A user cannot purchase new Instant Reloadable Vouchers or top-up existing Instant Reloadable Vouchers via Discounts once they have been revoked.

Users can use any remaining Reward Balance to purchase a purchase new Instant Reloadable Vouchers or top-up existing Instant Reloadable Vouchers, this is only relevant for clients with Reward.

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. A user cannot purchase new instant vouchers for Discounts once they have been revoked. 

Reloadable Cards (Discounts)

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. 

A user cannot purchase new Reloadable Cards or top-up existing Reloadable Cards via Discounts once they have been revoked.

Users can use their remaining Reward Balance to purchase new Reloadable Cards or top-up an existing Reloadable Card, this is only relevant for clients with Reward.

The members can use their Reloadable Cards and spend the existing balance 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. After the 60 day period, any data that Reward Gateway | Edenred has stored is completely removed from the system, and support for all other queries will be very limited.

Cashback (Discounts)

Deprovisioned users have 60 days to withdraw Cashback from their My Account page. During this period, users cannot earn new Cashback on purchases. After 60 days, the account is deleted and Cashback cannot be recovered. During this period, users cannot earn new Cashback on purchases. If Cashback is still pending within 60 days, support may be able to assist if contacted in time.

Sending and Receiving Awards

Deprovisioned users cannot receive any new awards in the system once they are marked as ineligible. Users should not appear in searches, such as Send Recognition, when marked as ineligible. Ineligible users cannot send awards. Their access is restricted immediately upon being marked ineligible, and while they can claim outstanding awards and spend their balance, sending new awards is not permitted.

Engage App

Deprovisioned users still have access to the Engage app within the standard 60-day period. All the deprovisioning rules still apply, as well as the 60-day period for redeeming any outstanding rewards and balances.

Additional Information

Here are a few considerations that are important to keep in mind:

• Users that are marked as ineligible will not be receiving any new awards in the system
• When marked as ineligible, users should not appear in the search, for example, Send Recognition