UCount Redemption Merchant Training: Avios September 2014
Standard Bank introduces, UCount, its new and exciting rewards programme UCount is Standard Bank s great new rewards programme that gives Standard Bank customers that join UCount the chance to collect rewards points every time they use their qualifying Standard Bank personal debit, cheque or credit card. They also receive other great deals and offers and then redeem/spend their rewards points on anything they wish. Only Standard Bank customers who have a personal cheque account, savings account or credit card can join UCount. Once the customers have joined UCount they collect reward points from both Standard Bank and Participating Retailers and are able to redeem their rewards points on a various options. UCount Members can redeem their rewards points for various redemption options including converting their rewards points to Avios. It is important that all relevant staff at the Avios Travel Programme and British Airways Executive Club know and understand: How the UCount works Know what they need to do to join and convert UCount points to Avios
Merchant Funded Retailers Online Mall Standard Bank Funded Fuel Grocery SBSA Card Overview of the UCount programme 4 Members collect up to 1.5% in rewards on all purchases (except toll and fuel ) when using their Standard Bank debit, cheque or credit card Members can then redeem their rewards points Members collect up to 10% in rewards points on a specific spend category, when using their Standard Bank debit, cheque or credit card Participating Grocery Retailers Investments UCount Travel Mall Members collect Up to R1 per litre on fuel purchased at Caltex forecourts ONLY, when using Standard Bank debit, cheque or credit card UCount online mall Participating Retailers Members earn Up to 1.5% on their total card spend on the SBSA online mall Products + Travel Airtime Charity Members collect up to 5% back in rewards points at participating Retailers, when using Standard Bank debit, cheque or credit card Participating Retailers Air miles Airport lounge access Fuel at Caltex The programme and proposition aims to drive profitability for its partners and value to its members
What must staff at the British Airways Executive Club and Avios Travel Programme know and do UCount members will collect rewards points from Standard Bank and Participating. They will then be allowed to convert their rewards points to Avios by calling the UCount contact centre on 0860 UCOUNT (82 68 68). In order for UCount members to convert their rewards points to Avios they must be an existing Avios Travel Programme or British Airways Executive Club members and have their membership number on hand. Conversion rate: 1 rewards point = 1 Avios. If a UCount member isn t part of the British Airways Executive Club, they can log on to www.ba.com and click on the Executive Club button to enrol. Alternatively, they can call the Executive Club Contact Centre directly on 011 441 8500. Or if they would like to join the Avios Travel Programme, they can log on to www.avios.com and click on the Join now button to enrol. Alternatively, they can call the Avios Travel Programme directly on 0860 028 467.
What must staff of Avios Travel Programme or British Airways Executive Club know and do? The conversion of rewards points to Avios will take up to 3 working days to be processed after the UCount member has selected this option. Once the UCount Reward s members rewards points have been converted to Avios, Avios terms and conditions apply and the member uses his/her Avios at their own discretion Direct any customer queries relating to UCount to their Contact Centre or the UCount website Know that Avios is a redemption option for the UCount programme Familiarise yourself with the Frequently Asked Questions supplied by UCount
FREQUENTLY ASKED QUESTIONS Frequently Asked Questions (FAQ): helping you to help the customer! When our customers have any UCount queries or want to find out about Standard Bank s UCount they might ask you questions about how the UCount work. We ve put this list of frequently asked questions together to help you t answer some of the questions a customer might ask: Q. What is UCount? A. UCount is Standards Bank s new rewards programme that lets you collect reward points every time you use your qualifying Bank Debit, Credit or Cheque card to purchase. Members of UCount rewards also collect rewards points on all their purchases, grocery purchases and purchases at UCount reward s participating Retailers. Q. Who can become a member of UCount? A. UCount is available to all Standard Bank personal market customers who have a qualifying debit, cheque and/or credit card and a transaction account and a good account record. Children under the age of 18 can only register at a Standard Bank branch (not on the website) and will need their parent or guardian to sign a consent form. Q. How do I join UCount? A. You can: Call the UCount rewards contact centre on 0860 UCOUNT (82 68 68) Visit www.standardbank.co.za/ucount rewards and register online SMS UCOUNT and your name to 32001. Sms costs R1 Go into any Standard Bank branch
FREQUENTLY ASKED QUESTIONS.continued Q. How much does it cost to be a member of UCount? A. R20 a month (or R240 a year), payable by debit order only. Q. Do I need a card to convert my points to Avios? A. No. you need to call UCount Contact Centre on 0860 UCOUNT (82 68 68) to rewards points to Avios or visit the UCount Online Mall, click on the Adventure and Travel section, click on Airmiles and points and follow the easy prompts Q. How do I activate my UCount card and set a PIN? A. Call the UCount contact centre on 0860 UCOUNT (82 68 68) Visit www.standardbank.co.za/ucount, select Pin and follow the prompts Q. Can I exchange my rewards points for cash? A. No, UCount points can t be exchanged for cash, and they cannot be refunded Q. Can rewards points be refunded back onto UCount card? A. No, UCount points can t be refunded back into UCount card Q. Do UCount points expire? A. points are valid for five years from the date the rewards points were collected Q. How do I cancel my UCount membership? A. By calling the UCount Contact Centre on 0860 UCOUNT (82 68 68)
FREQUENTLY ASKED QUESTIONS.continued Q. How do I report a lost or stolen UCount card? A. To report a lost card: Call the UCount rewards Contact Centre on 0860 826 868 Q. What to do if you get a question you can t answer: A. Get the customer or member to contact UCount Contact Centre Number - 0860 UCOUNT (82 68 68) Visit www.standardbank.co.za/ucount Q. How do I collect rewards points? A. As a UCount member using your Standard Bank debit, cheque or credit card: You can collect up to 10%* back in rewards points on your grocery purchases at Checkers, Checkers Hyper, Food Lovers Market, Fruit and Veg City,Makro, Pick n Pay, Shoprite, SPAR, and Woolworths stores countrywide. You can collect up to 1.5%* back in rewards points no matter where you shop or what you buy (excludes gambling, toll gates, cash advances, electronic funds transfers, inter-account transfers and payments, cash withdrawals, foreign exchange purchases, cheques issued, stop and debit orders, fuel purchases and garage card purchases). You can collect up to 5% back in rewards points when you shop in-store at any participating rewards retailers, including Clicks, Incredible Connection, Coricraft, Makro, Tiger Wheel and Tyre or when you take out a new contract at Altech Netstar. You will receive up to R1* back in rewards points on every litre of fuel purchased at participating Caltex forecourts. points are automatically credited to your UCount rewards account at the end of every fixed cycle.
FREQUENTLY ASKED QUESTIONS.continued Q. Can I collect rewards points when using my business debit, cheque or credit card? A. No, only personal cards are eligible to collect rewards points. Q. What is a rewards point worth? A. 10 rewards points = R1 Q. Where do I redeem my collected rewards points? A. By calling the UCount Contact Centre on 0860 82 68 68, or By logging onto the UCount Mall or Travel Mall using your username and password, or By swiping your activated UCount Card at any of our Participating Retailers, Bidvest Premier Airport Lounges or at participating Caltex forecourts for fuel. Q. What happens if I don t have enough rewards points to pay for my purchase? A. If you don t have enough rewards points, you can always part-pay using your Standard Bank personal debit, credit or cheque card. Or, if you can t wait for your rewards points balance to grow, simply pay for your purchase in full using your Standard Bank debit, credit or cheque card Operating Hours for UCount Contact Centre Monday to Friday from 8am to 5pm, 8am to 12pm on Saturdays. Closed on Sundays and public holidays Monday to Friday = 08h00 17h00 Saturday = 08h00 12h00 Sunday and public holidays = Closed Lost/stolen Card = 24hours Terms and Conditions apply