Question 1

What do I do if I can't find/obtain my merchant ID?

Accepted Answer

We can perform a test transaction to obtain your merchant ID, or get assistance from the Reward Programmes to locate it for you. If we obtain any Merchant IDs from our Reward Programme partners we will always notify you for confirmation to use these.

Question 2

What do I do if I have changed my payment provider or merchant ID?

Accepted Answer

It's important that you let us know of any changes to your merchant ID as we use this to track sales. If you fail to notify us of any changes to your Merchant IDs then you will still be liable to pay for sales tracked on any expired or invalid Merchant IDs.

Question 3

When can I expect to receive the transaction report?

Accepted Answer

We have 2 billing runs per month. Depending on where your offer is live, you can expect to receive an invoice around the 5th and between the 15th–21st of each month, as this is when we receive reporting from the Reward Programmes. Invoices will be sent alongside the transactional data.

Question 4

Why have I received 2 transaction reports?

Accepted Answer

We have 2 billing runs per month. Depending on where your offer is live, you can expect to receive an invoice around the 5th and between the 15th–21st of each month, as this is when we receive reporting from the Reward Programmes. Invoices will be sent alongside the transactional data.

Question 5

Will I receive Order IDs or Transaction IDs in the monthly transaction report?

Accepted Answer

Sales are tracked at transaction level, therefore we do not provide or have access to Order IDs or Transaction IDs. We send over all the data that we receive directly from our Reward Programmes. These are all qualified end-of-sale transactions and are verified and validated by Visa and Mastercard.

Question 6

Can I monitor traffic via an affiliate link/cookie tracking link/URL?

Accepted Answer

We do not have any insight on traffic/clicks as we are not an affiliate. All transactions are picked up purely via card linking and tracked via your Merchant ID.

Question 7

Can I view campaign performance via a portal/dashboard?

Accepted Answer

We have developed a dashboard that provides a comprehensive view of all invoices (both due and past), ROAS, average spend, active partners, transaction volume and other key metrics. This allows you to easily track the performance of the offer each month. Please note that the data is still updated on a monthly basis, as we receive end-of-sale information from each reward programme once a month.

Question 8

Will I receive refunds in the monthly transaction report?

Accepted Answer

Some of our reward programmes track refunds, and where this data is available the refunded amount is deducted from the following month's invoice. However, PNC, BOA and Collinson do not track refunds. We consider this to present a low level of risk, as the value of refunds is minimal compared to the overall return on investment, which significantly outweighs the small proportion of refunded sales.

Question 9

How does the customer register with the reward programmes?

Accepted Answer

The customer has to register to the Reward Programmes using their bank card details. Once they have done this, they are eligible to redeem the available cashback offers shown within the Reward Programmes app, as long as they checkout using the same bank card that they registered with.

Question 10

If a customer is registered to multiple reward programmes, will they receive the offer multiple times?

Accepted Answer

Yes, on the rare occasion a customer is registered to 2+ Reward Programmes using the same card details, they can receive the cashback offer multiple times. However, this very rarely occurs and accounts for just 1 in every 10,000 transactions.

Question 11

Can the customer redeem cashback as well as use a promo code at the same time?

Accepted Answer

Yes, customers are able to use coupon/promo codes and receive the cashback offer as well.

Question 12

Is the cashback limited for the customer in any way? (e.g. number of redemptions or maximum reward)

Accepted Answer

Customers can redeem the offer as many times as they shop. Some of the Reward Programmes have limitations on how much a customer can earn in cashback to prevent fraudulent orders — this may be in the form of a cashback cap or a limited number of uses. Other Reward Programmes do not have a limit, meaning the customer will receive a percentage of their entire order regardless of the amount they have spent.

Question 13

Can the cashback be redeemed on sale items?

Accepted Answer

Customers can redeem the cashback offer on all items site wide.

Question 14

Can we select or exclude specific products/SKUs?

Accepted Answer

We are unable to advertise specific products or run SKU-level campaigns.

Question 15

Can I change the offer at any time?

Accepted Answer

You are welcome to change your cashback offer at any time, e.g. should you wish to change the cashback rate for a specific/seasonal time of year. The total cashback awarded must be a minimum of 8%. Please allow up to 30 days for this change to take place.

Question 16

Do my online and in-store offers have to be the same?

Accepted Answer

No, you can run 2 separate offers for online/in-store.

Question 17

Can I pause the campaign at any time?

Accepted Answer

No, we are unable to 'pause' offers temporarily, and we require 30 days written notice to end a cashback offer. Notice can only be given once the initial contract term has been met.

Question 18

How do I end my cashback offer if I am billing through an affiliate platform?

Accepted Answer

Please be aware your contract is with The Reward Collection directly and not with your affiliate platform. If you wish to terminate at the end of your minimum 6-month term, you will have to notify us directly in accordance with the agreed Terms and Conditions.

Question 19

How long does it take to go live with the Reward Programmes?

Accepted Answer

This may vary depending on the Reward Programme, but typically your offer will be live within 3–4 weeks of signing.

Question 20

Can I select which Reward Programmes I go live with?

Accepted Answer

Yes, it's entirely up to you which Reward Partners you go live with. You can select these on your TRC onboarding form. If there are any reward partners you do not wish to be promoted on, please contact your Account Manager.

Question 21

Are there any opportunities for additional exposure with the Reward Programmes?

Accepted Answer

Some of the Reward Partners offer additional marketing opportunities. These may require a higher commission or be a paid placement, and can include hero banners, push notifications and email campaigns. Please get in touch with your Account Manager to find out what options are available with the Reward Programmes your offer is live with.

Question 22

What are the payment terms?

Accepted Answer

All payments must be paid up to 14 days from the date of invoice. Please note that if an invoice is not paid within the payment terms agreed, we will issue a late payment fee of 2% interest of the outstanding invoice per month.

Question 23

How are the transactions validated?

Accepted Answer

All transactions are pre-verified and validated by our tracking partners — Visa, Mastercard and AMEX, as well as other major card issuers. Unlike traditional affiliate marketing offers, these transactions do not require validation from the Retailer.

Question 24

How do I login to the Merchant Dashboard?

Accepted Answer

You will receive a link to create an account in the Merchant Portal to access the Dashboard. You will need to set up 2FA (either Google or Microsoft) and create a password. Once you have created your account, you will be able to view the above.

Question 25

I've forgotten my password, what do I do?

Accepted Answer

If you have forgotten your password to the Merchant Dashboard, please contact your Account Manager, who will be able to have a password reset link sent.

Question 26

Can I make changes to the offer in the Merchant Dashboard?

Accepted Answer

If something doesn't look right, or you'd like to make any changes to your offer, you can contact your Account Manager who will be happy to discuss your request further with you.

Question 27

I have a suggestion for the Merchant Portal, who do I tell?

Accepted Answer

If you would like to provide feedback or suggestions on anything you would like to see in your Merchant Portal, you can do so via the Feedback link in the portal itself, or by contacting your Account Manager. We will review the suggestion internally. All feedback is welcome!

Frequently Asked Questions

Data and Reporting

Customer Journey

Offers & Restrictions

Reward Programmes

Billing & Payments

Merchant Portal