AIR MILES and Staples FAQ

Transcription

1 AIR MILES and Staples FAQ Contents AIR MILES Offer Details AIR MILES Account Information Staple Advertising Program Changes - easyrewards AIR MILES Offer Details: 1 Why is STAPLES partnering with AIR MILES? STAPLES is offering AIR MILES reward miles to customers in Alberta to reward existing loyal customers, to offer additional added-value when shopping and purchasing from STAPLES, to enhance the overall in-store customer experience to encourage customers to try new products, and to attract new customers. Online and catalogue purchases included. 2 When can I start earning reward miles at STAPLES? Customers in Alberta will be able to take advantage of this offer beginning July 4, What is the AIR MILES offer at STAPLES? Customers will earn 1 AIR MILES reward mile for every $30 spent in a single transaction (after discounts, before taxes, some exclusions apply). Customers will also be able to earn bonus reward miles through promotions and special product offers. Online and catalogue purchases included. Offer available to Alberta customers only. Visit for complete details, including Terms & Conditions and participating store locations. 4 What are the AIR MILES offer Terms and Conditions? Earn 1 AIR MILES reward mile for every $30 spent in a single transaction at all participating STAPLES locations in Alberta or at staples.ca for Alberta residents after all discounts and exclusions are applied. Exclusions include but are not limited to: all taxes, self serve copy, delivery services, assembly services, all gift cards, charitable donations, electronics levies, environmental and other third party fees. Other exclusions may apply. Air Miles collector card must be provided at time of purchase. 5 Are AIR MILES accumulated over multiple transactions? If I spend $30 over 2 transactions in the same week, will I accumulate 1 reward

2 mile? No, customers will earn 1 AIR MILES reward mile for every $30 spent in a single transaction before taxes and after discounts (some exclusions apply) at all participating STAPLES locations in Alberta or at staples.ca for Alberta residents. 6 Where can I find information about STAPLES AIR MILES offers (base, bonus, product specific)? To learn about the AIR MILES base offers at STAPLES, visit and For complete details and bonus and product specific offers visit any Alberta store. Flyer offers can be viewed for Alberta customers on Staples.ca. 7 Are all customers in Alberta eligible to earn AIR MILES reward miles on their purchases? Yes. All retail and delivery customers (with the exception of Staples Preferred and Staples Advantage customers) will have the opportunity to earn base and bonus reward miles for their purchases (in-store, online or catalogue). Online and catalogue purchases must be shipped to an Alberta address. Visit for complete details, including Terms & Conditions and participating store locations. 8 Where online will I be able to earn reward miles from STAPLES? At this time, the offer is only available at: STAPLES stores in Alberta, delivery orders, staples.ca and staplescopyandprint.ca. Online and catalogue purchases must be shipped to an Alberta address. Visit for complete details, including Terms & Conditions and participating store locations. Excluded: staplespreferred.ca, staplesadvantage.ca and staplesindustrial.ca. Any AIR MILES reward miles in the flyer online are available to Alberta customers and will be applied when the AIR MILES collector card is provided at checkout. AIR MILES reward miles will not be visible when searching or viewing items on staples.ca. 9 I want to earn AIR MILES reward miles, but STAPLES is not located in my area. How do I find the closest store? Visit or to find the location nearest you. 10 Will AIR MILES / AIR MILES offers be available in other parts of Canada? If so, when? STAPLES is launching the AIR MILES Reward Program in Alberta on July 4th, The timing of the program s availability in other parts of the country has not yet been confirmed. Visit for complete details, including Terms & Conditions and participating store

3 locations. 11 I am an AIR MILES Collector but do not live in Alberta. If I shop at a STAPLES store in Alberta, will I still receive my AIR MILES reward miles? Yes. If you make a purchase and present your AIR MILES Card at an Alberta store location, then you will receive AIR MILES reward miles for your purchase. However, you will not be able to earn AIR MILES reward miles online or for catalogue purchases unless they are shipped to an Alberta address. 12 Can I redeem my AIR MILES reward miles in-store (use AIR MILES Cash) at STAPLES? No, this new program feature is not available at STAPLES at this time. It is available at select Sponsors across the county. In Alberta, you are able to instantly redeem the reward miles in your AIR MILES cash balance towards purchases at Shell, Rona and Totem stores. Visit for complete details. 13 Why only in Alberta? AIR MILES is always excited to offer Collectors new ways to earn miles. When welcoming new Sponsors to the program, AIR MILES offers are only available for purchases made once the organization is part of the network of Sponsors of the AIR MILES Reward Program. Each Sponsor may choose where they would like to launch the program. In order to achieve a smooth program launch for STAPLES customers and AIR MILES Collectors, STAPLES selected Alberta to begin their launch starting July 4, This allows us to ensure that the program is functioning optimally before a broader rollout. AIR MILES Account Information: 1 I have questions about my AIR MILES account / want to learn more about the program. Where do I go? For complete program details, visit or call 1 (888) AIR-MILES Air Miles Customer Care Centre Hours of Operation: Monday - Friday 8:00 a.m. to 7:00* p.m.local time Saturday 9:00 a.m. to 6:00 p.m. EST 2 I want to enroll in the AIR MILES Reward Program. What do I have to do? To sign up for AIR MILES, visit and go to Enroll Now to enroll and begin earning reward miles. 3 If I don t have my AIR MILES card at the time of purchase, can I come

4 back and claim my reward miles at a later date? No. To receive AIR MILES reward miles, the customer s card or number must be provided at time of purchase. Customers cannot return with their card at a later time to claim their reward miles. 4 (< 60 days) I shopped at STAPLES but haven t received my reward miles yet. When will they be posted to my account? Please allow up to 60 days from purchase date for reward miles to appear in your AIR MILES account. 5 (> 60 days) I shopped at STAPLES but haven t received my reward miles yet. Go to and complete the form. Have your transaction details ready when contacting the AIR MILES Reward Program, as transaction information will be required. 6 Will the AIR MILES Card Number and/or reward miles earned be printed on my receipt? The AIR MILES Card Number will be printed on the receipt (hashed with last 4 digits showing). However, the number of AIR MILES reward miles earned will not be displayed. AIR MILES Collectors can check the number of AIR MILES reward miles earned at Collector should allow for up to 60 days for miles to be posted.

5 7 I visited the STAPLES website and can t find any information about AIR MILES offer(s)? Visit for complete details. 8 If I make a return, will the AIR MILES I earned on the original purchase be withdrawn? Yes. Returns will result in AIR MILES reward miles being debited from the Collector s AIR MILES account, based on the original Transaction ID. 9 Do I need my AIR MILES card during a refund? Customers are required to have both their receipt and AIR MILES reward miles card presented during a refund.

6 Staple Advertising: 1 Is there going to be a separate AIR MILES flyer? Yes, Alberta will have a specially zoned flyer which will feature ALL of the same products as the National flyer. In the Alberta flyer, some of the products will have AIR MILES attached and have different pricing. 2 The Alberta tab/flyer (retail and/or delivery) is different from what I saw elsewhere/online. Why is that? Alberta will receive a different flyer from the rest of the country during the AIR MILES launch. Items in the Alberta flyer may have AIR MILES reward miles attached and may have different price points. When entering your postal code on Staples.ca, you will be able to view offers applicable to your province 3 The online flyer advertised AIR MILES bonus offers, but I don t see them when searching the site. You can view an Alberta flyer featuring advertised AIR MILES bonus offers if you have entered your postal code on staples.ca. However, staples.ca will not advertise these offers in the product search/product results pages of the website. Instead, you will be directed to a landing page where a list of bonus offers for the week can be viewed. At check-out, you will receive a message saying Please enter your AIR MILES Card Number. AIR MILES reward miles will be awarded on qualifying purchases. Program Changes - easyrewards: 1 Why is Staples Switching loyalty programs? Is the AIR MILES Program better than easyrewards? STAPLES Canada believes the AIR MILES Reward Program is more beneficial to the business and its customers. One of the key benefits is that customers will earn rewards on every transaction. 2 Can I earn both easyrewards and AIR MILES reward miles? No, we will only be offering AIR MILES Rewards at our Alberta stores. 3 What happens to my easyrewards Savings account? The easyrewards Program will be disabled for all Alberta stores as of July 1st, What happens to my easyrewards Payout? There will be no easyreward payout during the Alberta AIR MILES launch. We have replaced the payout with AIR MILES Rewards Program. If you are not already an AIR MILES collector, you may sign up to obtain AIR MILES rewards for your purchases.

7 5 I m a Teacher will I still get Rewards? What about Teacher Appreciation days? STAPLES will continue to provide teachers with rewards during Teacher Appreciation days but not during the rest of the year (in Alberta Only), starting July 1st, Teachers should keep their easyrewards cards to use on these Teacher Appreciation days. 6 I m a Business Owner - can I still receive discounts with my easyrewards card? Starting on July 1 st, 2012, easyrewards members in Alberta will no longer receive easyrewards quarterly cheques. BDP customers still need to present their cards for Copy purchases and ET4B customers still need to present their Account Cards to be entered at POS. 7 Will personal easyrewards card holders still be entered into the quarterly Swipe and Win contest? Starting on July 1 st, 2012, easyrewards personal card members in Alberta will no longer be entered into the quarterly Swipe and Win contest.. 8 Will I still have access to the Online Rewards Centre and my sales transactions? No, as of July 1st, Alberta customers will no longer be able to access the Online Rewards Center and view their sales transactions.