Frequently Asked Questions
What is the Reward?
Our Reward offers an unmatched high value proposition and broad appeal. The Reward is redeemable for the recipient’s choice of popular shopping, dining, and entertainment gift cards, a prepaid card, or doubled in value for smart home and lifestyle products. The doubling of the Reward is funded by us, allowing our partners to promote a high value reward at a low cost.
What is the cost of a Reward?
You pay face value for your rewards. If you order a $25 Reward as a happy birthday gift for an employee, you pay $25. There are no other fees associated with your order and no portion of your recipients’ rewards will be used up in fees or shipping when they redeem. We cover the doubling of the Reward if the recipient chooses to redeem for products.
Who can order Rewards?
Reward Builder is designed to be a self-serve ordering portal for administrators of company reward and incentive programs. As such, our Rewards can only be ordered for use in a reward or incentive program and can only be redeemed by the Reward recipient. As part of your rewards program, you are able to add additional users to your Reward Builder account to assist you in administering your program.
How do I create an account?
To create an account, select ‘Login’ in the upper right and then click the ‘Create Account’ button. Please allow up to two business for account approval, and you will be notified by email once complete. Meanwhile, you can start building rewards and add them to your cart, but you will not be able complete your purchase until the approval process is complete.
Can I purchase a Reward without creating an account?
You must create an account to purchase Rewards. This is a security measure to ensure we verify each customer is a good fit for Reward Builder. Additionally, having an account gives you access to the full suite of functionalities designed to help you administer your rewards program.
What if I forget my username or password?
No problem! You can visit this page to reset your password. Your username should be the email you used at the time you created your account. If you need further assistance, our Customer Care team is here to help. Send an email to rewardssupport@eeincentives.com or give us a call at 1-855-525-7665.
What happens if I don’t upload a logo to my account?
You are not required to upload a logo to your account to purchase rewards. With each order you place you will have the option to upload a logo, but it is not a requirement. Your rewards can be unbranded if you choose.
What if I want to use a different logo than my Account Logo?
Each time you create a Reward, you will be brought to a page that allows you to choose the logo you’d like on your Reward. On this page, you can choose from your available account logo, upload a new high quality .png, .jpg or .gif file, or opt to leave your Rewards unbranded. Please note that only one logo may be stored in your account at a time.
What size does my logo need to be?
Please ensure your logo is a high quality .png, .jpg, or .gif file that is at least 650px x 160px and 300dpi. If it is not a high quality image, there may be problems with pixilation or fuzziness on your final Rewards. Please be aware that poor quality logos often look clear on a computer monitor, but fuzzy in print, so it’s important to verify that your logo is the correct quality even if it appears clear on your screen.
What type of file does my logo need to be?
Your logo should be a high quality .png, .jpg or .gif file. Other files will not be recognized by our system.
What if I accidentally enter an invalid email address for my employee?
If there are any invalid email addresses after you complete your order you will be notified and given the chance to update the invalid emails. There will be a notification in the top righthand corner of your account screen. This notification will remain there until the email addresses are updated.
How will my Rewards be delivered?
During the ordering process, you will be given the option to choose between emailed or mailed Rewards. You may also opt to have the Rewards emailed or mailed directly to you for distribution. If the Rewards are being emailed to you, they will arrive in the form of a multi-page pdf document for printing and distributing; otherwise, you may choose to have the Rewards emailed directly to each recipient. If you prefer your Rewards to be printed and mailed, you have the option to have the Reward sent to you or to each recipient. Printed Rewards will be delivered within 10-14 business days of payment.
What if I want to order my Rewards ahead of time and have them delivered at a custom date?
During the ordering process, at the delivery option step, you can select a custom day for your Rewards to be delivered. You can leave this option untouched and they will be delivered ASAP(As Soon As Processed). Note: If your Rewards are going to be printed and mailed by us, they will be printed and shipped on the day you have selected. This will affect the actual delivery date of your Rewards and they will arrive 10-14 business days after the custom date selected.
Is there a limit to the Rewards I can buy at one time?
There is no limit to the number of Rewards you can purchase. You may enter each recipient’s name and email manually or upload a CSV Data File with all the pertinent information for your recipients. The Reward value may be customized for each recipient if your program includes multiple Reward values.
Do I have to enter each name in manually?
If you are ordering for multiple recipients, you can upload a CSV file with all the necessary information included for your recipients. The CSV files are available for download during the ordering process.
How do I create a CSV file?
To create a CSV file for your order, download the sample file that appears on the page for the delivery method you selected. This file contains all of the columns and headers required. It is important that you do not edit the headers or change the order of the columns when entering your data. Once your data has been entered, click “File” and “Save As.” Type in your desired file name. Below the file name field in the save box, click the dropdown and choose “CSV comma delimited” as your file type if not already selected and then click “Save.” If you have any questions, we are here to help. Give us a call at 1-855-525-7665 or send us an email to rewardssupport@eeincentives.com.
What information needs to be in my CSV upload?
The required fields in the CSV file include your Reward recipients’ first names, last names, email addresses or mailing addresses (depending on delivery type), and Reward value. Once you select a delivery method for your order, you will be able to download a sample file that already contains all of the correct columns for your data. A recipient ID number is an optional field that may be included for your reporting purposes.
Can I send a non-personalized Reward?
As you’re building your Reward, you will have the option to display the name of the person or company giving the reward. If you wish to keep the Rewards non-personalized, simply leave this space blank.
Will all my recipients receive the same Reward theme?
While the Reward value can change from person to person, the Reward theme you choose and the message you compose with remain the same for each recipient in a given batch. However, you will be given the option to create an additional batch of Rewards that may have a different theme and message before proceeding to checkout.
How many characters can I include in my message?
Your message may include up to 300 characters.
Do I have to include a message?
You are not required to include a message with your Reward. Simply leave the message box blank and move forward with ordering your Rewards.
Can I delay the delivery of a Reward?
Rewards are set to process immediately. However, during the ordering process you can select a future date to send your Rewards. Please note that Rewards will not process until payment has been received.
How long does it take for my order to be delivered to me or my recipients?
Delivery is dependent on both confirmed payment and the delivery method you selected. For example, if you pay by credit card and request immediate delivery by email, your Rewards will be delivered within the hour. If you wish to pay by check and request a printed Reward, the process will take longer. Mailed Rewards arrive within 10-14 business days of confirmed payment.
Who should my recipients call with questions?
If your Reward recipients have questions about their Reward redemption options, please direct them to 1-855-510-6994 or customercare@eeincentives.com. We are available to assist Monday-Friday from 9amET to 5pmET.
What will my printed Reward look like?
Your printed Reward will be one full letter-sized page (8.5 x11), which includes the Reward theme, message, and recipient names that you choose. It will include the Reward value and description of the options for redemption.
How do I pay for my Rewards?
There are several options for Reward payments. You may pay with a credit or debit card for immediate Reward processing, or you may choose to pay by check. You will make your payment selection during the checkout process. Please note that Rewards will not be processed until payment is received.
Can I pay for my Reward via ACH?
Yes! You can pay for your Rewards by ACH, Credit Card, or by check. Additionally, once you have signed up you are able to access your account dashboard, allowing you to add, save, and edit new payment methods.
How can I distribute funds to users I have added to my Reward Builder Account?
Reward Builder provides multiple options for program administrators looking to centralize their program. In the Account Dashboard, Admin users are able to add funds to a prepayment account that their users can draw from. Admins have the options of designating maximum spends for each individual user, and limiting them to the use of the account funds. If admins do not wish to centralize payment methods, each user may independently add and utilize their own payment methods.
What are your reporting functions?
If you wish to keep track of the Rewards you have ordered, you may export your recipient information into our downloadable CSV file for your records. Depending on the delivery method you select, the CSV file will include First Name, Last Name, E-mail address, Mailing Address, Reward Value & Recipient ID. The recipient ID, which is an optional field you may use for a number that might help you identify the recipient or campaign in your reporting. This may be used to identify specific individuals by including something such as an employee number. Additionally, account admins are able to pull the reporting described above for each of the users they have added to their account.
How does the Reward redemption process work for the Reward recipient?
The recipients will receive their Reward in either printed or electronic form. For printed Rewards, the recipient will visit doubleupreward.com to redeem and enter the unique redemption code provided on the Reward. From there, the Reward recipient can redeem the face value of their Reward for merchant gift cards or prepaid cards; or they may double the value and redeem for products. For emailed Rewards sent directly to the recipient, the recipient will simply click on the blue ‘Redeem Your Reward’ to be directed to the redemption options. The unique code and Reward value will be passed through to the redemption site eliminating the need to enter in a code.
What if my product redemption selection exceeds the value of my Reward?
If the Reward recipient selects a product that exceeds the value of their Reward, they will have the ability to pay the difference by credit card during the checkout process.
What type of gift cards do you offer?
Recipients have the option to redeem for a Visa Prepaid Card or for a wide variety of popular shopping, dining, and entertainment gift cards. To view the full selection of merchant gift cards, click here.
What types of products do you offer?
Recipients can choose to double the value of their Reward when they redeem for products. We offer a variety of products, including health and wellness products, smart and connected home products, and energy efficient products. To view the full selection of products available for redemption, click here.
How do I view Rewards I’ve already purchased?
You can access this information via the Account Dashboard. When you log in to your account you will see the ”My Account” option in the upper right hand corner of your screen. Once there, you will be able to access you order history.
What if I need to change my email or update my address?
To change any personal information, log in to RewardBuilder.com and look for the “My Account” link in the upper righthand. Follow this link to find and update any information associated with your account.
Can these Rewards be issued to and redeemed by employees outside of the US?
Our Rewards offer many redemption options that are only useable within the US, such as retail gift cards and prepaid cards. Because of this, our Rewards can only be issued and redeemed within the United States. To order Rewards for employees and customers located in Canada, please click here. Rewards redeemable in the UK will be available September 1, 2022.
Can the Reward be used for consumer programs?
Yes, our Reward is the ideal reward to offer a high value reward at a low cost for your customer acquisition, retention, and appreciation programs. To learn more about our consumer programs, please email our partnership team at corporatesales@eeincentives.com.
