Frequently Asked Questions
What is the Canadian Reward?
The Canadian Reward is redeemable for digital gift cards that can be used for in-person and online purchases.
What is the cost of a Canadian Reward?
You pay face value for your rewards. If you order a $25 Canadian Reward as a happy birthday gift for an employee, you pay $25 (CAD). There are no other fees associated with your order.
Who can order Canadian 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. Before you can order, you will need to create an account and share some basic information about your company.
How do I create an account?
Since these rewards can only be used for customer and employee incentive programs, you will be asked a few questions about your company and program. You can create an account as you begin the ordering process or during checkout. If you currently have a U.S. Reward Builder account, you can select 'Create An Account' and enter in your current login credentials.
How will I know my account has been approved?
You will be notified by email once your account has been approved. If you have not received your account approval notification within 1 business day, please reach out to our Customer Care team at rewardssupport@eeincentives.com or give us a call at 1-855-525-7665.
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. If you do not create an account, you will not be able to purchase rewards.
What if I forget my username or password?
No problem! You can reset your password at anytime. 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 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 emailing the reward directly to the recipient, or having the rewards emailed 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.
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).
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, 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.
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 5pm ET.
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. All payments are made in Canadian dollars (CAD). You will make your payment selection during the checkout process. Please note that rewards will not be processed until payment is received.
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.
How does the reward redemption process work for the reward recipient?
The recipients will receive their Canadian Reward in either printed or electronic form. For printed rewards, the recipient will visit canada.certificateredeem.com to redeem and enter the unique redemption code provided on the reward. From there, the reward recipient can redeem for their gift cards. For emailed rewards sent directly to the recipient, the recipient will simply click on the blue ‘Redeem Your Canadian Reward’ and will be directed to the redemption options. The unique code and reward value will be passed through to the redemption site eliminating need to enter in a code.
How do I view rewards I’ve already purchased?
When you log in to your account you will see the option to review your order history in the upper right hand corner of your screen.
