Knowledge base » Other » FIS - FastTrack - FAQs
FIS - FastTrack - FAQs
Fast Track Rewards
How do I earn points?
You will earn one (1) point for each dollar you spend in net purchases posted to your credit card account. Points are not redeemable for cash or credit.
What is posting date?
Posting date is the date which your transaction actually is recorded on your CREDIT card statement. This date follows the actual transaction date within days and sometimes weeks.
How am I eligible for the program?
You were automatically enrolled in this free program by your financial institution as a thank you for using your CREDIT card. There is nothing to fill our or do but use your credit card.
To continue to be eligible for the program, your account must be open and in good standing (not over limit or more than 30 days past due) at the time rewards are to be issued.
Can I combine points with another credit card rewards program I participate in?
Card members with multiple accounts enrolled in the FastTrack program cannot combine points to achieve a higher reward level. Nor can card members combine points in other rewards programs with FastTrack points.
Will I lose points in my other reward program (Scorecard Rewards)?
You will not lose points in your other rewards programs, but you’ll need to contact that program to find out that point balance.
AGENT: You can ask if they are enrolled in the Scorecard Rewards program.
If yes, please provide the customer with the Scorecard Rewards web address: www.scorecardrewards.com. Explain that we are Fast Track rewards and it is completely separate from any other rewards program they may be enrolled in, including Scorecard.
What is a net purchase?
This means purchases of goods or services made by cardholder excluding cash advances, traveler’s checks, balance transfers, convenience checks, access checks, purchase checks, purchase credits or fees of any kind.
When can I redeem my points?
Redemption will start 10 days after the program ending date and will conclude roughly 80 days after that date. All points must be redeemed by 90 days post program end or they will be forfeited.
What can I redeem for my points?
There is a wide variety of merchandise and gift certificates available. Please review your awards brochure sent to you earlier in the promotion. (If the customer does not have the brochure, please refer to the matrix and share a few items with them.)
Can I redeem my points for more than 1 reward?
No, you can only redeem for one (1) award within the level you have qualified in.
Where are you located?
Our rewards program headquarters is located in Oakbrook, Illinois*.
*(This answer matches the return address they see on all of their program mailings).
Where are you physically taking this call from?
Our Customer Service call center headquarters is located in the northwest suburbs of Chicago..
My financial institution was unaware of this program and could not give me any information on it.
Your financial institution runs a variety of programs, and this is one of the many that are in their selections.
We received the cardholder's redemption form, where do we mail it?
You can mail it to:
Rewards Headquarters
1815 S Meyers RD, Suite 300
Oakbrook Terrace, IL 60181
It will be processed as soon as it is received.
Customer wants to place an order, but their account is in "S" status. What does this mean?
“S” Status is for Suspended. This means CH cannot redeem. You must OPEN a ticket and use Problem Category “Account Status Issue”. We will investigate CH’s account further.
Advice CH we will contact them back in 2-3 business days.
Can an order be cancelled?
It is permissible to cancel an order if the order was placed less than 24 hours ago AND the order is still in “A” status. Please provide your supervisor with a hardcopy request of the cancellation immediately.
Once the order is no longer in “A” status, it CANNOT be changed and a case would need to be created to consider the change/cancellation. Bases on the T’s and C’s of the program, all redemptions are final so great care should be exercised when creating these types of cases.
Can orders be shipped to a PO Box?
We only ship Gift Cards to a PO Box, APO or FPO address since they are sent via USPS.
We, however, DO NOT ship Merchandise to a PO BOX, APO or FPO address because these items are sent via UPS or FedEx. A valid/deliverable physical address must be provided for a merchandise item.
Cardholder needs to have address updated, can you update it?
Unfortunately, we cannot update your address in our system. You will need to contact your Financial Institution and they'll be able to update it in their system. They will communicate the change of address to us and our system will update.
Cardholder received a new card but the old one is enrolled in the program. Can we update the card enrolled in the program?
Unfortunately, we cannot update your credit card in our system. However, I see that your earnings period ends xx/xx/xxxx. You can continue spending on the new card and once your earnings period ends, give us a call and provide the first four and last four digits of the new card number and we will look into spending then.
FROM FINANCIAL INSTITUTION MANAGERS:
We received the cardholder's redemption form; can we place the order for them?
Yes. The representative calling will need to validate the customer's account first to be able to redeem for their customer, and the item MUST ship to the address on file.
If they want the item(s) shipped to an alternate address, create a ticket and we will contact the customer or the Financial Institution rep directly and we'll speak to them about it. Make sure to collect all appropriate phone numbers to contact the customer and/or the Financial Institution rep.
We are not aware about this program. How can our members become enrolled in this rewards program?
Please create a ticket and collect the rep's contact information including the financial institution they are calling from. We will have that financial institution's sales rep contact them with more information.
We are not aware about this program. How did our member(s) get enrolled into this program?
Agent: Explain that this is a program administered by FIS. Direct the financial institution manger or rep who is calling to their client service representative at FIS. If still an issue, OPEN a ticket and someone from FIS will contact them within 3 business days.
How do I earn points?
You will earn one (1) point for each dollar you spend in net purchases posted to your credit card account. Points are not redeemable for cash or credit.
What is posting date?
Posting date is the date which your transaction actually is recorded on your CREDIT card statement. This date follows the actual transaction date within days and sometimes weeks.
How am I eligible for the program?
You were automatically enrolled in this free program by your financial institution as a thank you for using your CREDIT card. There is nothing to fill our or do but use your credit card.
To continue to be eligible for the program, your account must be open and in good standing (not over limit or more than 30 days past due) at the time rewards are to be issued.
Can I combine points with another credit card rewards program I participate in?
Card members with multiple accounts enrolled in the FastTrack program cannot combine points to achieve a higher reward level. Nor can card members combine points in other rewards programs with FastTrack points.
Will I lose points in my other reward program (Scorecard Rewards)?
You will not lose points in your other rewards programs, but you’ll need to contact that program to find out that point balance.
AGENT: You can ask if they are enrolled in the Scorecard Rewards program.
If yes, please provide the customer with the Scorecard Rewards web address: www.scorecardrewards.com. Explain that we are Fast Track rewards and it is completely separate from any other rewards program they may be enrolled in, including Scorecard.
What is a net purchase?
This means purchases of goods or services made by cardholder excluding cash advances, traveler’s checks, balance transfers, convenience checks, access checks, purchase checks, purchase credits or fees of any kind.
When can I redeem my points?
Redemption will start 10 days after the program ending date and will conclude roughly 80 days after that date. All points must be redeemed by 90 days post program end or they will be forfeited.
What can I redeem for my points?
There is a wide variety of merchandise and gift certificates available. Please review your awards brochure sent to you earlier in the promotion. (If the customer does not have the brochure, please refer to the matrix and share a few items with them.)
Can I redeem my points for more than 1 reward?
No, you can only redeem for one (1) award within the level you have qualified in.
Where are you located?
Our rewards program headquarters is located in Oakbrook, Illinois*.
*(This answer matches the return address they see on all of their program mailings).
Where are you physically taking this call from?
Our Customer Service call center headquarters is located in the northwest suburbs of Chicago..
My financial institution was unaware of this program and could not give me any information on it.
Your financial institution runs a variety of programs, and this is one of the many that are in their selections.
We received the cardholder's redemption form, where do we mail it?
You can mail it to:
Rewards Headquarters
1815 S Meyers RD, Suite 300
Oakbrook Terrace, IL 60181
It will be processed as soon as it is received.
Customer wants to place an order, but their account is in "S" status. What does this mean?
“S” Status is for Suspended. This means CH cannot redeem. You must OPEN a ticket and use Problem Category “Account Status Issue”. We will investigate CH’s account further.
Advice CH we will contact them back in 2-3 business days.
Can an order be cancelled?
It is permissible to cancel an order if the order was placed less than 24 hours ago AND the order is still in “A” status. Please provide your supervisor with a hardcopy request of the cancellation immediately.
Once the order is no longer in “A” status, it CANNOT be changed and a case would need to be created to consider the change/cancellation. Bases on the T’s and C’s of the program, all redemptions are final so great care should be exercised when creating these types of cases.
Can orders be shipped to a PO Box?
We only ship Gift Cards to a PO Box, APO or FPO address since they are sent via USPS.
We, however, DO NOT ship Merchandise to a PO BOX, APO or FPO address because these items are sent via UPS or FedEx. A valid/deliverable physical address must be provided for a merchandise item.
Cardholder needs to have address updated, can you update it?
Unfortunately, we cannot update your address in our system. You will need to contact your Financial Institution and they'll be able to update it in their system. They will communicate the change of address to us and our system will update.
Cardholder received a new card but the old one is enrolled in the program. Can we update the card enrolled in the program?
Unfortunately, we cannot update your credit card in our system. However, I see that your earnings period ends xx/xx/xxxx. You can continue spending on the new card and once your earnings period ends, give us a call and provide the first four and last four digits of the new card number and we will look into spending then.
FROM FINANCIAL INSTITUTION MANAGERS:
We received the cardholder's redemption form; can we place the order for them?
Yes. The representative calling will need to validate the customer's account first to be able to redeem for their customer, and the item MUST ship to the address on file.
If they want the item(s) shipped to an alternate address, create a ticket and we will contact the customer or the Financial Institution rep directly and we'll speak to them about it. Make sure to collect all appropriate phone numbers to contact the customer and/or the Financial Institution rep.
We are not aware about this program. How can our members become enrolled in this rewards program?
Please create a ticket and collect the rep's contact information including the financial institution they are calling from. We will have that financial institution's sales rep contact them with more information.
We are not aware about this program. How did our member(s) get enrolled into this program?
Agent: Explain that this is a program administered by FIS. Direct the financial institution manger or rep who is calling to their client service representative at FIS. If still an issue, OPEN a ticket and someone from FIS will contact them within 3 business days.
