Frequently Asked Questions
Reward Builder
What is the cost to use Reward Builder?
There are no costs or fees to use Reward Builder. You can create and send Rewards, save templates, manage your program, and much more - all at no charge. You only pay for the value of the Rewards you issue.
Do I need to order a certain number of Rewards?
There are no minimum order requirements. Order only the Rewards you need – no matter how few or how many.
What type of IT setup or resources are needed?
Reward Builder is a standalone platform that requires no IT setup or technical resources. To get started, create your account and start sending Rewards.
Reward Certificates
What is the Reward?
Our branded Rewards offer a personalized experience with customized Reward messaging and are available in multiple denominations. The Reward is redeemable for the recipient’s choice of digital gift cards or a Virtual Visa Prepaid Card. These gift cards can be used for in-person and online purchases.
What is the cost of the 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 (CAD). No portion of your recipients’ Rewards will be used up in hidden fees when they redeem.
Can the Reward be used by large enterprise companies?
Yes, our Rewards are used by many enterprise companies for large volume customer acquisition, retention, and appreciation programs. To learn more about our enterprise programs, please email our partnership team at corporatesales@eeincentives.com.
Do Rewards Expire?
No, rewards do not expire. However, rewards over 12-months old may require reactivation due to security concerns. Please contact us for assistance.
Can I create Reward templates?
Yes! With Reward Builder, you can create unlimited Reward templates to make ordering fast and easy. Each template is saved with your company logo, chosen occasion image, and personalized message, so everything is ready to go when you need it. When it’s time to send a Reward, simply select your template, enter recipient details, choose the denomination, and send. Reward templates are perfect for frequent recognition moments like birthdays, work anniversaries, employee of the week, month, or year, training incentives, and any other frequent occasion worth celebrating.
Managing Your Account
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, click here or select ‘Login or Sign Up’ in the upper right and then click the ‘Create Account’ button. Please allow up to two business days for account approval. You will be notified by email once approval is complete. While you can start building Rewards and add them to your cart, you will not be able to 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. As a security measure, we verify to ensure 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, the Reward Builder Support 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 need to change my email or update my address?
To change any personal information, log into your Reward Builder account and look for the “My Account” link in the upper righthand. Go to ‘Manage Account’ to update any information associated with your account.
Can I add Additional Users to my account?
Admins have the option to add additional users to their account. This allows the Admin to see all orders placed by their users.
What if I have multiple groups of users to manage?
Reward Builder allows the Admin to create multiple User Groups and place them in a hierarchical order. This is ideal for organizing by locations, departments, programs or campaigns.
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 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 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.
How can I designate funds to users I have added to my Reward Builder Account?
In the Account Dashboard, Admin users are able to add funds to a prepayment account that their users can then draw from. Admins also have the option of designating maximum spend for each individual user and/or limit them to the use of the prepayment account. If Admins do not wish to centralize payment methods, each user may independently add and utilize their own payment methods.
What are the available reporting functions?
If you wish to keep track of the Rewards you have ordered, you may export your recipient information into a 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, and Recipient ID. The recipient ID is an optional field you may use to help you identify the recipient (like an employee number) in your reporting. Additionally, account Admins are able to pull the reporting described above for each of the users they have added to their account.
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 your order history.
Can I store a list of Reward recipients?
Reward Builder allows you to upload, store and manage a list of recipients in your account to easily select them and send rewards.
Payment Options
How do I pay for my rewards?
You may pay as you go or prefund your account using a Visa or Mastercard. All payments are made in Canadian dollars (CAD). A 2.4% fee is included on credit card payments, unless otherwise provided by law.
How do I request an invoice to prefund my account?
You can easily request an invoice from your dashboard. Select Manage Funds on your dashboard and then click on the “Request an invoice” link to enter the invoice amount and a PO Number, if needed. The invoice email should arrive within 30 minutes of the request from rewardssupport@eeincentives.com.
Placing An Order
What if I want to use a different logo than my Account Logo?
Each time you create a Reward, you will be directed to a page that allows you to choose the logo you’d like on your Reward. On this page, you can choose your current 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 if I accidentally enter an invalid email address for my employee?
If a Reward bounces after you complete your order, you will be notified in your account by a banner in the upper right-hand corner of your account screen. This notification will remain there until the email addresses are updated. If the Reward does not bounce, but you need to correct or update the email associated with a Reward, please send an email to the Reward Builder Support Team at rewardssupport@eeincentives.com or call 1-855-525-7665 for assistance.
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 template is available to download during the ordering process.
Additionally, Reward Builder allows you to upload, store and manage a list of recipients in your account to easily select them and send rewards.
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. 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 automate Reward delivery?
You will have the option to automate Reward delivery for birthdays and tenure awards.
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 will remain the same for each recipient in each 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?
For emailed Rewards sent directly to the Admin and printed Rewards, your message may include up to 300 characters. For Rewards emailed to the recipient, you have unlimited characters for your message.
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.
Reward Delivery Options
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.
How long does it take for my order to be delivered to me or my recipients?
Rewards selected for immediate delivery will be delivered via email within an hour.
What if I want to order my rewards ahead of time and have them delivered at a custom date?
During the ordering process, you will have the option to select a delivery date for the entire order or by recipient. If you choose to include specific delivery dates per recipient, this will override any order level processing date selected. If no specific date is selected, Rewards will be delivered ASAP (As Soon As Processed).
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.
Reward Redemption Experience
How does the reward redemption process work for the reward recipient?
The recipients will receive Reward in either electronic or printed form. For printed Rewards, the recipient can simply scan the reward QR code or they can 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 choice of digital gift cards or a Virtual Visa Prepaid Card. For emailed Rewards sent directly to the recipient, the recipient will simply click on the blue ‘Redeem Your Reward’ button and will 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 type of gift cards do you offer?
Recipients can redeem their Reward from a wide variety of digital shopping, dining, and entertainment gift cards in varying amounts or for a Virtual Visa Prepaid Card. These cards can be used for in-person and online purchases. The collective total for gift and prepaid card redemptions cannot exceed the value of the reward.
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.
