Redemption - Outstanding Reward Balance and Voucher Considerations When an Employee Is Revoked or Marked as Ineligible (for AUKUS only)

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 spend fully in the Reward Marketplace 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 Reward (Marketplace) Balance from Awards.

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 | Edenred has stored is completely removed from the system, and support for all other queries will be very limited.