Rewards Overview

How does it work?

Consumers are provided movie and retail rewards when they participate in custom promotions delivered through a partnered product and brand. Fandango’s Internal Rewards Team fulfill these prizes by providing the following:

 Hollywood Movie Money Certificates

 Hollywood Movie Money Concession Certificates

 Fandango and FandangoNOW Promotional Codes

 Visa Rewards Virtual Accounts

 Retailer eGift Cards

How do Consumers participate in promotions?

Consumers are provided movie and retail rewards when they participate in custom promotions delivered through a partnered product and brand. Fandango’s Internal Rewards Team fulfill these prizes by providing the following:

 Purchase a product

 An insert with a unique code printed on it

 Activate unique code at the activation site

 Redeem an award

 Through a receipt submission – See below

Receipt Submission:

 Receipt is required for submission to validate that a qualifying product has been purchased.

Catalina Receipts - The POS, based on the qualifying purchase, prints code and/or redemption instructions directly onto the receipt.

 There are instances where receipt submission may still be required.

 These programs are managed based on the Client/Partners goals and requirements.

Employee and Member Incentive Programs – Companies, depending on their lines of business, purchase codes from Fandango and use them to incentivize either Employees or Members.

 Employee Incentive Example: Hinda – OPP #45198

 Member Incentive Example: Humana Go365 – OPP #44971

How Rewards Work?

Most national merchants do not have an expiration date for their gift card programs. However, each merchant may have different terms and conditions. Please review those terms prior to selection. Use of eGift Card is subject to terms and conditions as set forth by the merchant. Please visit merchant’s website for terms and conditions, which are subject to change at merchants sole discretion.

Most Common Customer Issues

Receipt Submissions

Consumers, in general, may experience issues submitting receipts for promotions requiring receipt validation.

The most common reasons are:

 Image too large or unclear o Reason Code:

 The image was not captured by SNAP

o Reason Code:

 The receipt was rejected (no qualifying products, products were missed)

o Reason Code:

 The receipt is in pending status (has not been reviewed, may require manual review)

o Reason Code:

 Receipt Status – Approved, Rejected, Invalid and Duplicate

o Reason Code:

Issues Accessing and Redeeming a Reward

Consumers may contact Rewards support with issues in regards to their actual Reward.

The most common issues are:

Accessing a Reward:

Entered incorrect email address

 Reason Code:

Entered incorrect zip code

 Reason Code:

Forgot email address

 Reason Code:

Forgot zip code:

 Reason Code:

Site Error

 Reason Code:

Redeeming an Reward:

Expired/Invalid promo codes

 Reason Code:

Issues with PAH (Print at Home) at Theatres

 Reason Code:

Online Retailers accepting VV (Virtual Visa)

 Reason Code:

Reimbursement Requests

Consumers and Theatres have the ability to request reimbursement from Rewards in the following scenarios:

 A selected theatre was unable to process a PAH certificate at their POS system, thus the Consumer pays out of pocket (Manual Payment Redemption form).

o Reason Code:

 Instructions are provided on the Hollywood Movie Money (HMM) website for the Consumer to request reimbursement – This only applies to PAH certificates; Hollywood Movie Money and Concession certificates.

o Reason Code:

IMPORTANT

In some scenarios, a Consumer may want to dispute a charge on their Visa Reward.

• All disputes are handled by Card Support.

• If reimbursement is provided, this will be facilitated between Program Managers and the Corporate Escalation Team (CET)

Terms Enforcement (A.K.A. The Challenge Process)

Fandango Rewards employs a number of measures to regulate “Offer Limits” as well as identify suspicious activity.

• If a Consumer has reached an offer limit or been flagged by the security program their submission will be suspended.

• If the Consumer believes this is incorrect, Fandango provides them with the opportunity to challenge the suspension.

THE CHALLENGE PROCESS

 Submission Suspended

o Reason Code:

 Contact Customer Support

o Reason Code

 Case Created in SalesForce

o Reason Code:

 Case status is changed to “Updated” in Salesforce and Code/Submission marked as “Challenged in MyQR”

o Reason Code:

 Code Released, Verification Required or Challenge Denied

o Reason Code:

Tools for Rewards Program

***MyQR ***

MyQR or My Quantum Rewards has five key functions an Agent must become familiar:

1. Search Rewards

2. Look Up Active Promostions

3. View Receipt Submissions

4. Edit Platform Accounts

5. Search Unique Codes

How to locate a Customers Reward

1. Log into MYQR

2. Select the Rewards tab

3. Search for the consumer’s reward using any of the following search options: email, opportunity #, confirmation #, or full name. You can also specify the dates you want search.

4. Verify the consumer information is correct once results are populated

5. Select View

6. All of the consumer Reward information becomes available on the next screen. If the reward is a Fandango or FandangoNOW promo code, the code will be under the “Promo Code” field under Reward Details

7. If the Reward is Hollywood Movie Money certificate, select “View Activation Site” which will lead you to a page where the agent or consumer can access the reward. This link can also be sent directly to the consumer to access their reward or check a balance (if Visa Reward).

How to locate Platform Accounts

1. Log into MYQR

2. Select Platform Accounts tab

3. Search for consumer’s platform account using the following search options: email, first/last name, or program. You can also narrow down your search by defining a time frame for account creation

4. Locate the consumers platform account by verify the information from the populated results, Select View

5. The next screen will shows the consumers account detail, points balance, account status as well as activity.

How to locate Receipt Submissions

1. Log into MYQR

2. Select the Snap Registrations tab

3. Search for the consumers receipt using the following search options: email, promo, or confirmation # you can also narrow the search by selecting specific date parameters

4. Consumers receipt submissions will populate below the search fields, Select View once you have located the customer’s submission

5. Consumers submission details will provide SNAP status/Explanation, Image of the receipt, Activation link (consumer’s access to reward) and consumer’s submission details

How to view Active Promotions

1. Log into MYQR

2. Select the Customer Support portal

3. At the top of the page, Select Promos, the first option in the list of Tabs

4. A list of all the promotions will populate.

CASE INFO

• Always create a Case Comment – Communication updates ensures we are successful at tracking pertinent information that effectively and efficiently delivers the Customer a positive experience.

• If escalation is needed, Charmane should be first, if she cannot resolve, she will let the Agent know to escalate to the Assigned PM.

• Provide/attached all images, documentation etc. that the Consumer provides with the Case.

HOW TO ACCESS THE EMAIL TEMPLATE

1. Log into Salesforce

2. Create a new case or open an existing case

3. Scroll down the page to Activity History

4. Select Send Email, you will then be redirect to the Send an Email page

5. At the top of the page select Select Template

6. Then copy and paste the template that is relevant to the consumer service issue and proceed with send the email to the consumer

HOW TO ASSIGN A TASK

1. Log into Salesforce

2. Create a new case or open an existing case

3. Scroll down the page to Open Activities

4. Select New Task

5. A pop up will appear titles New Task

6. Fill in the required fields

7. Click Save

8. A new task has been assigned.

HOW TO SEARCH FOR OPPORTUNITIES

1. Log into Salesforce

2. Search the opportunity name or opportunity number in the search field

3. A list of similar opportunities will populate if the names are similar, if not the opportunity will come up.

4. Scroll down toward the bottom of the page to Notes and Attachments

5. You see the attached document for CS use, select View and the document will open in another window

HOW TO VIEW CUSTOMER SERVICE DOCUMENTS

Customer Service documents are provided within the Opportunity details page. Program Managers create these documents. These documents include specific information about the Promotion, such as:

 Program Name and Opportunity Number

 Product and Promotion Type

 Offer Details

 Start End Dates

o Expiration Dates

 Limits

 Website URL