Curious about what your recipients see when they receive a reward? This is an overview of the recipient experience when receiving, redeeming, and spending a reward.
IN THIS GUIDE
The redemption experience
There are three ways to deliver rewards to your recipients:
- Email delivery: Tremendous emails the reward to your recipient.
- Text message delivery: Tremendous texts the reward to your recipient.
- Link delivery: You order a reward link and deliver it to your recipient yourself. Tremendous isn’t involved in the delivery process.
The redemption experience differs depending on the delivery method you choose.
Redeeming email rewards
When you use email delivery, Tremendous sends the reward from rewards@reward.tremendous.com. The email’s visual appearance, sender name, subject line, and body content are customizable. Learn more about customizing the look of your email rewards.
The Redeem button brings the recipient to the reward page, where they select their payout. The reward page’s visual appearance, copy, and selectable payout options are customizable.
Depending on the payout, your recipient may be prompted to enter some additional information:
- Gift cards and charity donations: no additional information is required.
- Prepaid cards: cardholder name is required.
- Monetary payouts: account information is required, such as the PayPal account email or the bank account number.
Once any required additional information is entered, the recipient submits the form and is redirected to their payout. Our system also sends your recipient a follow-up “your payout has arrived” email containing a link to their redeemed payout.
Redeeming text message rewards
When you use text message delivery, Tremendous sends the reward from +1 (205) 740-2170. The text message’s copy is customizable. Learn more about text message reward customization.
The reward URL brings the recipient to the reward page, where they select their payout. The reward page’s visual appearance, copy, and selectable payout options are customizable.
Depending on the payout, your recipient may be prompted to enter some additional information:
- Gift cards and charity donations: no additional information is required.
- Prepaid cards: cardholder name is required.
- Monetary payouts: account information is required, such as the PayPal account email or the bank account number.
Once any required additional information is entered, the recipient submits the form and is redirected to their payout. Our system also sends your recipient a follow-up “your payout has arrived” text message containing a link to their redeemed payout.
Redeeming link rewards
If you don’t want to rely on Tremendous’ native email and text message reward delivery, you can opt to order reward links and send them to your recipients in whatever way you prefer. Link delivery may be a good fit for your program if:
- You need to order rewards now, but you don’t have your recipients’ emails or phone numbers yet
- You don’t want to share your recipients’ emails or phone numbers with Tremendous
- You want to use a different delivery channel, such as Whatsapp, your own app, etc.
Link rewards need to be set up for you by a member of our team. Learn more about ordering link rewards.
Because Tremendous doesn’t handle delivery for link rewards, there’s no email or text message customization within the Tremendous platform. If you plan on embedding the links into your own emails or text messages, you can handle customization outside of the platform.
When your recipient clicks their reward link, they’re brought to the reward page where they select their payout. The reward page’s visual appearance, copy, and selectable payout options are customizable in Tremendous.
Depending on the payout, your recipient may be prompted to enter some additional information:
- Gift cards and charity donations: email address is required.
- Prepaid cards: email address and cardholder name are required.
- Monetary payouts: email address and account information are required, such as the PayPal account email or the bank account number.
Once any required additional information is entered, the recipient submits the form and is redirected to their payout. Our system also sends your recipient a follow-up “your payout has arrived” email containing a link to their redeemed payout.
Fraud reviews and tax management
If you use our fraud prevention or tax management tools, the redemption process for your recipients will change.
Fraud reviews
When you use fraud prevention, we check for suspicious attributes when the recipient submits their payout selection. If the redemption attributes match any of your active fraud rules, the recipient isn’t redirected to their payout after payout selection. Instead, they see a “your reward is delayed” message.
The flagged reward is placed into your fraud review queue. If you choose to release it, we generate the payout and send a follow-up email or text message to the recipient letting them know that their payout has arrived. If you choose to block it, we cancel and refund the reward and notify the recipient.
Tax management
When a recipient clicks on their reward link and W-9 collection conditions are met, they must report their US person status before they can select a payout. If they report that they are a US person, they must fill out a W-9 form before proceeding.
If the recipient reports that they are not a US person and you’ve chosen to hold non-US person redemptions for manual review, they won’t be redirected to their payout after payout selection. Instead, they see a “your reward is delayed” message.
The flagged reward is placed into your tax review queue. If you believe that the recipient is actually a US person and needs to complete a W-9, our system sends them a follow-up email or text message asking them to fill out the form. Once the recipient completes and submits their W-9 form, we generate the payout and send it to them.
Supporting your recipients
The Recipient Help Center is a complete resource for recipients before, during, and after redemption. If your recipients reach out to you with questions, you can direct them to the Recipient Help Center or share individual articles with them if they’ve contacted you with a specific concern.
Tremendous also has a dedicated recipient support team to assist your recipients directly. Our team is available 24/7 and offers support in any language.
Recipients can contact support by sending an email to help@tremendous.com or by calling 1-877-319-4438. They can also click the chat widget at the bottom right corner of their reward page to chat with our AI assistant.