The response to SCG Rewards has been awesomely overwhelming! Which is exactly what we were hoping for, so we owe you one big, collective ‘thank you!’ Here, we should say that louder: Thank you – our customers rock!
Now that we’re nearly a month in, we’ve had some time to learn what is and is not working within the program. Namely, the refund process can get confusing in cases where customers have already spent the rewards but are now returning the items that earned those rewards in the first place. Questions have included:
- Do I get to keep the items I spent my SCG Rewards on?
- Do I now have a negative SCG Rewards balance?
- Does the value of the SCG Rewards I used get deducted from my refund amount?
The answer was actually a ‘yes’ to the last question on the list. But that can be a bit confusing and, also, might leave customers feeling like they didn’t have all the details they needed to make a decision. We don’t want that at all!
So, effective today, we’re instituting a new policy in our SCG Rewards program, which is a 35 day delay between earning rewards and being able to redeem rewards. How does this solve the confusion? Seattle Coffee Gear’s return policy is 30 days. By delaying the redemption of earned rewards past the return period, we can be (reasonably) sure that you are happy with your equipment, have found the right fit and will be giving it a permanent spot in your home. You can then spend your SCG Rewards, removing concerns over what will happen with spent rewards from impacting your return decision.
Just to be clear, there is nothing you need to do on your end. The website will automatically release your SCG Rewards to you after 35 days and then you can use them as normal during the checkout process. You will also still be able to track your earnings and redemptions, you will just see a new addition to your account that lets you know when those earned points will be available to use.
This new policy may not be popular with everyone, and we understand that, but we do feel it is the best way to be transparent with customers about what is happening with their rewards. As always, please feel free to contact us with any concerns or suggestions regarding SCG Rewards. And, once again, thank you for being the coolest customers on planet Earth!
* SCG Rewards Terms and Conditions have been updated to reflect this change.