Redemption
What button do you click in Orion in order to start a redemption
Redeem
What is the Standard Earn structure on Discover It Cards?
1% on every purchase not earning 5% from a Quaterly Promotion.
Where do you go in Orion to make a CBB adjustment?
F5 > Rewards Information > Adjust
How many quarters are there for the 5% CBB quarterly promo?
4 quarters
Where would we connect a card member who had their rewards redeemed but did not request the redemption?
Connect the call to Directory >CPS>Fraud Prevention, so they can status the account as fraud. DO NOT Complete lost/stolen. Handel the call as normal fraud.
Do NOT adjust Rewards on the call.
What is the smallest gift card increment that CBB can be redeemed for?
$4.75in CCB can be redeemed for a $5 gift card.
What is the Standard Earn structure on Discover More Cards?
0.25% earned on the first $3000 in purchases annually, based on anniversary date.
1% earned on purchases beyond the first $3000 annually, based on anniversary date.
0.25% earned on all wholesale/discount store purchases.
What must we do prior to making adjustments to 5% CBB?
Prior to making a rewards adjustment, explain how the program works and what types of merchants qualify for the offer.
Allow 1-2 billing cycles, from the date of purchase, for the Rewards to post before doing an adjustment.
Exception: If the purchase was made before activating the program and it's determined the charge qualifies, a manual adjustment can be done immediately.
What tool can we use to see if a specific merchant qualifies for a 5% CBB promo?
Rewards Merchant Search under Web Tools in Link'd
Where would we connect a card member inquiring about a Cashback Checking Account?
CRMA: Bank Operations> Deposit Products (Bank) | Cold Connect
How can a customer sign up for automatic redemption?
CCB earning customers can sign up to automatically redeem their CCB each month via the Account Center and the Mobile App.
What is the anniversary DATE on any given account?
The actual anniversary date is the cycle date of the anniversary month displayed in Orion.
What are valid Reason to make an adjustment on Quarterly 5% CBB?
Customer thought they activated the 5% quarterly CBB but didn't.
Customer activated the 5% quarterly CBB after making an eligible purchase.
Customer didn't know had to activate.
Customer made an online purchase prior to the promotion end date but merchant didn't run the transaction until after the promotion end date.
Customer made a purchase based on the qualifying criteria outlined in the 5% quarterly CCB terms but merchant category code (MCC) was incorrectly categorized causing the purchase to not earn 5% CBB.
What is the current category for the 5% CBB promotion?
January - March 2023: Grocery Stores, Drug Stores, and select Streaming Services.
What 3 kinds of credits can cause the CBB balance to be negative?
Merchant Credit
Dispute Credit
Fraud Investigation Credit
What are all of our CBB redemption Options?
Partner Gift Card/eCertificates
Pay w/Rewards at Amazon.com
Pay w/Rewards at Paypal Account
Charitable Donation
Statement Credit
Electronic Deposit
What is the amount of purchases that qualify for rewards from the last anniversary date to the current statement called?
To Date QPA (Qualified Purchase Amount)
How long do card members have to request a CBB adjustment?
Adjustments must be made within 90 day OF THE offer's end date.
What are the 4 required talking points when Activating for a 5% Quarterly Promo?
Dates
Earning Cap
Categories
Activation
What would you say to a customer asks if the Rewards earned is considered taxable income?
Suggest they consult with their Tax Professional to make this determination.
What would you advise a customer requesting to redeem $400 CBB via electronic deposit to a new bank account?
Customer can only transfer up to $300 for a new account. They can initiate a partial redemption and the remaining another day. Customer can do only one electronic deposit redemption per day. However, customer can sign into the Account Center/mobile app and do additional electronic deposit redemptions.
How much CBB will a $4000 purchase earn?
Discover More Card, first purcahse in anniversary year, not 5% or wholesale/Discount
$3000 x .0025 + $7.50
$1000 x .01 = $10.00
$7.50 + $10.00 = $17.50
If a Discover It card member has $2000 in PayPal purchases during the 5% PayPal promotion and calls to request an adjustment a week after the promo ended because they thought they had already signed up, with no other qualifying purchases for the quarter, how much additional CBB will they receive for the adjustment?
$75.00
What 5 ways can a card member sign up for the 5% quarterly promo?
What can you do if customer request to remove a bank account from the list of eligible accounts for electronic deposit redemptions.
If a customer requests their bank account be removed, escalate to Directory>Call Escalation Group (CEG).