Knowledge base » Other » Best Rewards Member (Stores) FAQ
Best Rewards Member (Stores) FAQ
STORE PARTICIPATION
For questions about store participation, set up bonuses, or change communication elections, contact your Consumer Marketing Specialist at:
· Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
· Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
PRO Program for Contractors
If the store is interested in adding rewards for their contractor, they should contact their Consumer Marketing Specialist. PRO customers may only earn and redeem rewards within their enrollment store/store group. PRO rewards are not redeemable online.
BEST REWARDS WEBSITE
Will each store have a different customer Best Rewards website?
www.doitbest.com will act as each store's customer rewards website.
CUSTOMER SERVICE HOURS
What are your hours of operation?
To better serve you, the Best Rewards member line is open 8am to 5pm Central Standard Time, Monday - Friday.
GENESIS QUESTIONS
What is Genesis?
It is the current Best Rewards site where members can update customer information, view their rewards, make any manual adjustments, and view reports pertaining to their store.
What is the website address to enter Genesis?
You can visit us at https://genesis.inteqinsights.com/
I received the 'Welcome to Genesis' email. What do I do next?
This email is your welcome email to create your password to access the Genesis site.
You will see your username and the link available that will walk you through creating your password.
Do the links on my welcome email to register to the Genesis site expire?
Yes. The links expire 24 hours after the email is sent.
AGENT: If the link is not working for the members, create a ticket and let your Supervisor know so they can escalate to corporate.
When does the Genesis site time out?
The site times out after 30 minutes of inactivity. When this occurs, you must login again.
What are the requirements for creating a password to the Genesis site?
Password must be at least 8 characters long and contain numbers, upper case letters, lower case letters and no spaces.
Can I set up another person in my store with access to the Genesis site?
Yes. Stores can have multiple users set up.
Contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
I am trying to log in and I get the following error: "Your attempt to login was unsuccessful, please try again." What do I do?
Confirm with the member that they are entering their password correctly. If they are still unsuccessful, they can click on "Forgot Password" to reset their password. When they click on “Forgot Password” they will need to enter their email address and click on Send Email. They will receive a Password Reset email, click on the link Reset Password.
AGENT: If the "Forgot Password" did not work for the member, create an urgent ticket to have their account fixed and let your Supervisor know.
My Genesis account has been disabled for inactivity, what do I do?
Create a ticket and let your Supervisor know so they can escalate to corporate.
Another person in the store was set up to access Genesis with the store's email address. We only use the company's email address, can you add me as a user with the same email address?
No. Each user needs to have an email address. Every user is assigned their own username.
AGENT: You can suggest the user to use their yahoo, Google or other email address they may have to send them the welcome email.
Can you tell me where the User Guides are located for the Genesis site?
You will find the link to this by logging into your Genesis account, it’s found under the 'Wheel Icon' in the top navigation.
REWARDS/REBATE QUESTIONS
Can I change the reward coupon expiration date?
No, the reward expiration date cannot be changed since the monthly sweep creates one expiration date for all monthly rewards.
What is the period for the Annual Rebate dollar calculation?
The Annual Rebate dollar amount is calculated from November 1st of last year thru October 31st of the current year.
How are rewards mailed out? Standard or with priority?
All mailings go out Standard (this includes the monthly rewards/birthdays/and other mailings) with the exception of Annual Rebates, which go in the mail First Class.
Please note: Standard class mail takes between 10-12 BUSINESS days before it is delivered. Receipt of standard class mail may be delayed due to holidays or inclement weather.
Can an Annual Rebate be reprinted?
No, unfortunately the Annual Rebates cannot be reprinted from Genesis.
Agent: If the member needs a blank coupon to write out the Annual Rebate, please create a ticket and we'll send it out to the member. Please be sure to confirm the mailing address.
Are manual transactions (goodwill adjustments) accounted for in the Annual Rebate calculations?
Yes, manual transactions (goodwill adjustments) are taken into account when calculating the annual rebate.
I want to run a double points bonus promotion for my store for this (example: Saturday and Sunday). What do I need to do?
Contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
POINT BALANCE/TRANSACTION QUESTIONS
How do I check a point balance for a customer?
Simply login to the Genesis site at https://genesis.inteqinsights.com/ go to Customer Profile and enter your customer data to search for their information. You can enter the LC number, phone number, first and last name or a combination of zip code and one other field. Select the member you want to view.
Can customers check their own balance?
Yes. They can visit the customer Best Rewards website at www.doitbest.com. Or you as a member can look up that information for them through the Genesis site.
I'm looking at a customer's account, and they are missing transactions. How do I add these missing transactions?
We receive daily transaction feeds; however, there could be up to a 3 day lag. Have customers confirm when their purchase was made, and confirm it was made in the store their LC number is assigned to. If the purchase was made in their store AND it has been over a week, enter their receipt number, store number, purchase date and register number appearing on the customer’s receipt then click Lookup. All receipts that match the search criteria will appear. Those that are not assigned to an LC# already are eligible for you to click “Add Adjustment”, which will post the transaction to the customer’s account. After clicking to add the adjustment, a confirmation appears. Click Submit to post the transaction. Refreshing the page will allow you to see the transaction appearing in the customer purchase history. Points will be updated within 24 hours.
Can I subtract points from a customer’s account?
Yes, you can subtract points. Members must go to the goodwill adjustment page and enter the points to be subtracted with a minus sign. Example: -250
How do I delete a Transaction from Genesis?
The only way to delete a transaction is to complete a negative Goodwill Adjustment. Instruct the member to place a negative sign in front of the points.
CUSTOMER PROFILE QUESTIONS
How do I Delete a customer from Genesis?
Members cannot delete a customer from the site. They can only close the account. In order to do this, have members login to Genesis and search for the account they want to close. Once in the customer's account, click on Customer Contact Details and click on the Status. This has a drop down with the option to close the customer's account. Closing the account makes the customer stop earning points and they will not be able to view their customer rewards account online.
I'm looking at an account and noticed their account status is listed as Inactive. Why, and How do I change this to Active?
AGENT: The account status is driven by transactions made with the loyalty card. If a new account comes through and there were no transactions processed or made when the customer obtained the card, the account will be inactive. Once the customer makes a purchase using the Best Rewards card and the transaction posts to their account, their account status will then be changed to Active.
Inform the member that the status is driven by the transactions made with the card. In order for the Inactive status to be updated to Active a transaction needs to post to the customer's account. If no transactions are made, the account will remain inactive.
Members have the ability to change a customer's account status from Inactive to Active by going into the customer's account in Genesis, hovering over Member Functions and clicking on the Status Change page.
ORDERING MATERIALS
How long does it take to receive my order of applications/cards? Can the order be rushed?
Best Rewards is now a cardless program. Question on their order for applications go to retail.programs@doitbest.com
Where can our store send Best Rewards Applications?
The stores no longer send the applications, store users enter the applications in Genesis.
I want to order Sign Kits, how do i do it?
If a store calls regarding ordering applications and signage kits, they are available to order through the Member Catalog or they can also be placed by contacting Retail Programs at retail.programs@doitbest.com.
I want to order a custom key tag where I want to use my store logo on the front of it. Can it be done? Are there any fees associated?
Key tags are no longer available.
I placed an order for Key Tags and Applications. When will I receive my order?
*Key tags are no longer available for reorder
*Applications and signage kits are available to order through the Member Catalog
The minimum order for applications starts at 500
*Reorders can also be placed by contacting Retail Programs at retail.programs@doitbest.com
STORE REPORTS
I want to edit the rewards adjustment report (monthly reward report), but I can't find the report.
AGENT: Instruct the member to select Data Exploration and Reporting.
*Call center agents do not have the capability to see these buttons. You can only instruct the member on how to locate the function.
I logged in to Genesis and was running a report, but the report did not pull any customers. Why is this?
AGENT: It could also be that the member just joined the Best Rewards program. You can ask if they just recently joined. If they did, that would be the reason. In order for their customers to start showing on reports, we would need to start receiving their enrollment forms and transaction information.
The "New Customer Enrollment" report would show all new customer enrollments after 24 hours of being entered in Genesis.
How can I pull a list of customers for my store that only have an email address?
You can pull this list by running the Customer Detail Report. You must select your store and you must check the "False" box under Create Mailing List and then click on View Reports to run it. This will run the report so the Email Address column shows on the report. While in the report and before you export it, you can sort the Email Column to show all of the customers with an email address at the top by clicking on the small arrows you see on that column. You can then export it to Excel. You can also export the file and then sort.
I need to pull a list of my customers with a certain zip code. Which report do I use and how can I do it?
You can pull this information by running the Customer Detail Report. Simply select your store and check "True" under Create Mailing List and then click on View Reports to run it. Once the report is done running, export it to Excel. You can then sort or filter the list by the zip code you want.
CUSTOMER MAILINGS/MAIL OVERRIDE
How do I exclude all of my customers from receiving any mailings?
Questions about store participation, contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
How do I exclude a group of my customers from receiving mailings?
Questions about store participation, contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
I have a customer who is deceased and the family wants to discontinue any mailings. How do I mail-block them?
AGENT: Instruct the member to login to the customer's account click on Customer Contact Details and click on the Status. This has a drop down with the option to close the customer's account.
I'm entering a customer information in the' New Customer Enrollment' page and see his address is marked as 'unmailable'. Why and how can I fix it? Customer claims the address is correct.
Agent: If the store claims the customer's address is valid and is showing as 'unmailable', the member can check the box next to the 'Mail Override' on the customer's profile page. This will allow the customer to be selected to mailings. Once the post office sends us information the address is valid, the mail override box will be unchecked.
What is Mail Override?
Mail override is a flag used to override an unmailable customer address. When this box is checked on the customer's profile it will allow us to mail rewards and other Best Rewards promotional mailings.
STORE POS SYSTEM
I need to know how to enter my customers in my POS (point of sale) system. How do I do it?
Agent: the member will most likely mention to you they have a POS system called (Rock Solid, Epicor, Advantage, Eagle or others). We have no way of telling them how to enter their customers in their point of sale system. They will need to contact their POS provider for assistance. If they mention they have already called them and they were not able to help them, please have them call Amy Walker or Melissa Ortiz at 260-748-5456.
I have non-Best Rewards questions. Who do I contact?
Contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
CS TICKET LOG
If an escalation ticket needs to be opened for a member, what information is provided to the member?
AGENT: Please create a ticket and give the ticket number to the member as a reference of their escalation ticket. These tickets should be called ticket numbers.
What happens if a member calls asking for an update to a closed ticket?
If the ticket was closed by an account specialist with a resolution noted, let the member know. If the member wants to update that ticket or inquire further about that ticket, agents should open a NEW ticket and add a note with the CLOSED ticket number in the notes section of the new ticket.
For questions about store participation, set up bonuses, or change communication elections, contact your Consumer Marketing Specialist at:
· Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
· Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
PRO Program for Contractors
If the store is interested in adding rewards for their contractor, they should contact their Consumer Marketing Specialist. PRO customers may only earn and redeem rewards within their enrollment store/store group. PRO rewards are not redeemable online.
BEST REWARDS WEBSITE
Will each store have a different customer Best Rewards website?
www.doitbest.com will act as each store's customer rewards website.
CUSTOMER SERVICE HOURS
What are your hours of operation?
To better serve you, the Best Rewards member line is open 8am to 5pm Central Standard Time, Monday - Friday.
GENESIS QUESTIONS
What is Genesis?
It is the current Best Rewards site where members can update customer information, view their rewards, make any manual adjustments, and view reports pertaining to their store.
What is the website address to enter Genesis?
You can visit us at https://genesis.inteqinsights.com/
I received the 'Welcome to Genesis' email. What do I do next?
This email is your welcome email to create your password to access the Genesis site.
You will see your username and the link available that will walk you through creating your password.
Do the links on my welcome email to register to the Genesis site expire?
Yes. The links expire 24 hours after the email is sent.
AGENT: If the link is not working for the members, create a ticket and let your Supervisor know so they can escalate to corporate.
When does the Genesis site time out?
The site times out after 30 minutes of inactivity. When this occurs, you must login again.
What are the requirements for creating a password to the Genesis site?
Password must be at least 8 characters long and contain numbers, upper case letters, lower case letters and no spaces.
Can I set up another person in my store with access to the Genesis site?
Yes. Stores can have multiple users set up.
Contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
I am trying to log in and I get the following error: "Your attempt to login was unsuccessful, please try again." What do I do?
Confirm with the member that they are entering their password correctly. If they are still unsuccessful, they can click on "Forgot Password" to reset their password. When they click on “Forgot Password” they will need to enter their email address and click on Send Email. They will receive a Password Reset email, click on the link Reset Password.
AGENT: If the "Forgot Password" did not work for the member, create an urgent ticket to have their account fixed and let your Supervisor know.
My Genesis account has been disabled for inactivity, what do I do?
Create a ticket and let your Supervisor know so they can escalate to corporate.
Another person in the store was set up to access Genesis with the store's email address. We only use the company's email address, can you add me as a user with the same email address?
No. Each user needs to have an email address. Every user is assigned their own username.
AGENT: You can suggest the user to use their yahoo, Google or other email address they may have to send them the welcome email.
Can you tell me where the User Guides are located for the Genesis site?
You will find the link to this by logging into your Genesis account, it’s found under the 'Wheel Icon' in the top navigation.
REWARDS/REBATE QUESTIONS
Can I change the reward coupon expiration date?
No, the reward expiration date cannot be changed since the monthly sweep creates one expiration date for all monthly rewards.
What is the period for the Annual Rebate dollar calculation?
The Annual Rebate dollar amount is calculated from November 1st of last year thru October 31st of the current year.
How are rewards mailed out? Standard or with priority?
All mailings go out Standard (this includes the monthly rewards/birthdays/and other mailings) with the exception of Annual Rebates, which go in the mail First Class.
Please note: Standard class mail takes between 10-12 BUSINESS days before it is delivered. Receipt of standard class mail may be delayed due to holidays or inclement weather.
Can an Annual Rebate be reprinted?
No, unfortunately the Annual Rebates cannot be reprinted from Genesis.
Agent: If the member needs a blank coupon to write out the Annual Rebate, please create a ticket and we'll send it out to the member. Please be sure to confirm the mailing address.
Are manual transactions (goodwill adjustments) accounted for in the Annual Rebate calculations?
Yes, manual transactions (goodwill adjustments) are taken into account when calculating the annual rebate.
I want to run a double points bonus promotion for my store for this (example: Saturday and Sunday). What do I need to do?
Contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
POINT BALANCE/TRANSACTION QUESTIONS
How do I check a point balance for a customer?
Simply login to the Genesis site at https://genesis.inteqinsights.com/ go to Customer Profile and enter your customer data to search for their information. You can enter the LC number, phone number, first and last name or a combination of zip code and one other field. Select the member you want to view.
Can customers check their own balance?
Yes. They can visit the customer Best Rewards website at www.doitbest.com. Or you as a member can look up that information for them through the Genesis site.
I'm looking at a customer's account, and they are missing transactions. How do I add these missing transactions?
We receive daily transaction feeds; however, there could be up to a 3 day lag. Have customers confirm when their purchase was made, and confirm it was made in the store their LC number is assigned to. If the purchase was made in their store AND it has been over a week, enter their receipt number, store number, purchase date and register number appearing on the customer’s receipt then click Lookup. All receipts that match the search criteria will appear. Those that are not assigned to an LC# already are eligible for you to click “Add Adjustment”, which will post the transaction to the customer’s account. After clicking to add the adjustment, a confirmation appears. Click Submit to post the transaction. Refreshing the page will allow you to see the transaction appearing in the customer purchase history. Points will be updated within 24 hours.
Can I subtract points from a customer’s account?
Yes, you can subtract points. Members must go to the goodwill adjustment page and enter the points to be subtracted with a minus sign. Example: -250
How do I delete a Transaction from Genesis?
The only way to delete a transaction is to complete a negative Goodwill Adjustment. Instruct the member to place a negative sign in front of the points.
CUSTOMER PROFILE QUESTIONS
How do I Delete a customer from Genesis?
Members cannot delete a customer from the site. They can only close the account. In order to do this, have members login to Genesis and search for the account they want to close. Once in the customer's account, click on Customer Contact Details and click on the Status. This has a drop down with the option to close the customer's account. Closing the account makes the customer stop earning points and they will not be able to view their customer rewards account online.
I'm looking at an account and noticed their account status is listed as Inactive. Why, and How do I change this to Active?
AGENT: The account status is driven by transactions made with the loyalty card. If a new account comes through and there were no transactions processed or made when the customer obtained the card, the account will be inactive. Once the customer makes a purchase using the Best Rewards card and the transaction posts to their account, their account status will then be changed to Active.
Inform the member that the status is driven by the transactions made with the card. In order for the Inactive status to be updated to Active a transaction needs to post to the customer's account. If no transactions are made, the account will remain inactive.
Members have the ability to change a customer's account status from Inactive to Active by going into the customer's account in Genesis, hovering over Member Functions and clicking on the Status Change page.
ORDERING MATERIALS
How long does it take to receive my order of applications/cards? Can the order be rushed?
Best Rewards is now a cardless program. Question on their order for applications go to retail.programs@doitbest.com
Where can our store send Best Rewards Applications?
The stores no longer send the applications, store users enter the applications in Genesis.
I want to order Sign Kits, how do i do it?
If a store calls regarding ordering applications and signage kits, they are available to order through the Member Catalog or they can also be placed by contacting Retail Programs at retail.programs@doitbest.com.
I want to order a custom key tag where I want to use my store logo on the front of it. Can it be done? Are there any fees associated?
Key tags are no longer available.
I placed an order for Key Tags and Applications. When will I receive my order?
*Key tags are no longer available for reorder
*Applications and signage kits are available to order through the Member Catalog
The minimum order for applications starts at 500
*Reorders can also be placed by contacting Retail Programs at retail.programs@doitbest.com
STORE REPORTS
I want to edit the rewards adjustment report (monthly reward report), but I can't find the report.
AGENT: Instruct the member to select Data Exploration and Reporting.
*Call center agents do not have the capability to see these buttons. You can only instruct the member on how to locate the function.
I logged in to Genesis and was running a report, but the report did not pull any customers. Why is this?
AGENT: It could also be that the member just joined the Best Rewards program. You can ask if they just recently joined. If they did, that would be the reason. In order for their customers to start showing on reports, we would need to start receiving their enrollment forms and transaction information.
The "New Customer Enrollment" report would show all new customer enrollments after 24 hours of being entered in Genesis.
How can I pull a list of customers for my store that only have an email address?
You can pull this list by running the Customer Detail Report. You must select your store and you must check the "False" box under Create Mailing List and then click on View Reports to run it. This will run the report so the Email Address column shows on the report. While in the report and before you export it, you can sort the Email Column to show all of the customers with an email address at the top by clicking on the small arrows you see on that column. You can then export it to Excel. You can also export the file and then sort.
I need to pull a list of my customers with a certain zip code. Which report do I use and how can I do it?
You can pull this information by running the Customer Detail Report. Simply select your store and check "True" under Create Mailing List and then click on View Reports to run it. Once the report is done running, export it to Excel. You can then sort or filter the list by the zip code you want.
CUSTOMER MAILINGS/MAIL OVERRIDE
How do I exclude all of my customers from receiving any mailings?
Questions about store participation, contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
How do I exclude a group of my customers from receiving mailings?
Questions about store participation, contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
I have a customer who is deceased and the family wants to discontinue any mailings. How do I mail-block them?
AGENT: Instruct the member to login to the customer's account click on Customer Contact Details and click on the Status. This has a drop down with the option to close the customer's account.
I'm entering a customer information in the' New Customer Enrollment' page and see his address is marked as 'unmailable'. Why and how can I fix it? Customer claims the address is correct.
Agent: If the store claims the customer's address is valid and is showing as 'unmailable', the member can check the box next to the 'Mail Override' on the customer's profile page. This will allow the customer to be selected to mailings. Once the post office sends us information the address is valid, the mail override box will be unchecked.
What is Mail Override?
Mail override is a flag used to override an unmailable customer address. When this box is checked on the customer's profile it will allow us to mail rewards and other Best Rewards promotional mailings.
STORE POS SYSTEM
I need to know how to enter my customers in my POS (point of sale) system. How do I do it?
Agent: the member will most likely mention to you they have a POS system called (Rock Solid, Epicor, Advantage, Eagle or others). We have no way of telling them how to enter their customers in their point of sale system. They will need to contact their POS provider for assistance. If they mention they have already called them and they were not able to help them, please have them call Amy Walker or Melissa Ortiz at 260-748-5456.
I have non-Best Rewards questions. Who do I contact?
Contact your Consumer Marketing Specialist at:
• Consumer Marketing department at 260.748.5576 or consumermarketing@doitbest.com
• Retail Programs department at 260.748.5456 or retail.programs@doitbest.com
CS TICKET LOG
If an escalation ticket needs to be opened for a member, what information is provided to the member?
AGENT: Please create a ticket and give the ticket number to the member as a reference of their escalation ticket. These tickets should be called ticket numbers.
What happens if a member calls asking for an update to a closed ticket?
If the ticket was closed by an account specialist with a resolution noted, let the member know. If the member wants to update that ticket or inquire further about that ticket, agents should open a NEW ticket and add a note with the CLOSED ticket number in the notes section of the new ticket.
