TrueBlue Incentives Merchant FAQ

This document contains information about and answers to common questions concerning your participation in the TrueBlue Incentives program.

About the Program

This section contains information and answers to questions concerning the TrueBlue Incentives program and your participation in it.

What is the TrueBlue Incentives program?

TrueBlue Incentives is a program that allows you to purchase points in bulk and to use those points to reward your customers, clients, donors or employees.

What are the benefits of participating in the program?

Whether it is acquiring new customers, building loyalty among your customer base or cross-selling your various products and services, points can give your business or organization a competitive edge. Points are also a great motivator for your employees as an incentive and/or recognition for their job performance.

The program makes it easy to buy points, and you can award them individually or to a list of recipients.

How do I apply to join the program?

To apply to the program you click on the Apply Now button located on the home page.

From there you simply follow the instructions on each step, providing all of the required information. When you have completed the application, submit it and then complete an initial order for points (required as part of the application process).

Once you have submitted your application, you will receive an email confirmation that your application has been submitted, and you should expect to hear back within 10 business days.

Once your application has been reviewed you will receive another email telling you of the final status (approved or declined) of your application.

Who do I contact to learn more?

Please begin by completing the online application located on the home page, under "Ready to join the program?" This application will provide all the necessary information regarding participation. If your company requires additional information or you prefer to discuss program details prior to submitting an application for participation, please send an email to: . The business development team will respond to your inquiry within 10 business days.

What customization options are available for my company?

Currently there are no customization options available, either for the program site or for award certificates. The best option for customization is through the use of Downloading Award Codes, which can then be used on your own print and marketing materials.

It is not possible to customize the Claim site at this time either.

How do I access the claim site to redeem award codes?

Recipients of awards (who must be members of the TrueBlue program) must visit the Claim site in order to redeem award codes issued by a merchant. We strongly advise participating merchants to contact us at prior to ordering Award Codes. This product may require your organization to create or host a micro site to explain redemption procedures.

What if my customer is not a TrueBlue member?

If your customer is not a member they can enroll into the TrueBlue program at any point in time. There is a link available on the claim site they can click on and be redirected to the enrollment site.

What browsers are supported by the program?

"

The site currently supports the following browsers:

  • Microsoft Internet Explorer (Windows XP or higher) | V7.x, V8.x
  • Safari (MAC OS-X or higher) | V4.x
  • Mozilla Firefox (Windows XP or higher) | V3.x
  • Chrome (Windows XP or higher) | V7.x
"

How long after submitting it can I expect my application to be approved?

While there is no gurantee your application will be approved, you can expect to receive a response within five business days.

"May any company or organization purchase and award points through the program?

Not every company or organization is eligible. An application must be completed and submitted, and will be reviewed and then either approved or declined based on eligibility to participate in the program.

"How do I learn about ways to market to TrueBlue members?

Information about how to market your products or services to TrueBlue members can be provided by your account manager. You will be assigned an account manager if your application to the program is accepted.

"What marketing channels are available to me as a purchaser of points, and is there a cost?

If your application to the program is accepted, you will be assigned an account manager. Please contact your account manager for information about any marketing assistance JetBlue may be able to provide.

What branding guidelines does JetBlue enforce? How do I get approval for using the JetBlue logo in advertising?

If your application to the program is accepted, you will be assigned an account manager. Your account manager will answer questions you have about using the JetBlue logo.

"How will I learn that my application to become a participating merchant has been accepted or rejected?

You will receive an email notification as soon as you application has been approved or rejected. This will happen within five business days of receipt of your application.

Awarding Points

This section contains information and answers to questions concerning your awarding of TrueBlue points.

Do awarded points ever expire once they are in a TrueBlue member's account?

Points earned by a TrueBlue member do not expire as long as the member flies on JetBlue at least once in a twelve-month period.

How long does it take for awarded points to be deposited in a recipient's account?

An award recipient can wait up to 12 months to claim an award. Once the claim process has been completed by the recipient, the points are deposited into that recipient's account within 24 hours.

What happens if we lose the award codes we downloaded?

If you have lost your award codes, or individual codes, you can retrieve them and re-download those codes using the Award Search form.

You have to have enough information about the missing codes to be able to provide the details in the search fields to locate the award code(s). Once you have found the relevant codes, open the Batch Details window for the code(s) and click the re-download button.

Searching for awards is described in greater detail in the user guide.

Can I see if an award code has been issued?

You can check to see if you have an issued, or generated an award code through the use of the Award History Search form. Please see the user guide for how to search for awards

Can certificates and award codes be redeemed after they have expired?

No, they cannot. Once a certificate or award code has passed its expiry date it is not valid and no longer can be redeemed. It is not possible to change the invalid status of an expired certificate or code.

How can my company award points?

You have seven different options available to you. These are described in the following table:

Award Options
Awarding Method

TrueBlue
Number Required?

Volumes
Processed
How It's Done
Direct Deposit Yes 50 Enter member details and award amounts using online form.
Awards are deposited directly into member accounts.
Bulk Upload Yes 50,000 Upload a file for processing, using a template provided.
Email Certificates No 50 Enter names and email addresses using online form.
Email certificates are sent by the system.
Bulk Email Certificates No 10,000 Upload a file for processing, using a template provided.
Email certificates are sent by the system.
Print Certificates No 50 Enter recipient details and award amounts using online form.
Download PDF file of generated certificates.
Award Codes No 10,000 Enter award details, then download ZIP file of generated codes.
Bulk Blank Certificates No 1,000 Enter award details, then download ZIP file of generated certificates.

How will I know when points I have issued are credited to members' accounts?

When using the direct deposit methods (online form or bulk upload file) you are notified by email when the awards are credited to each recipient's TrueBlue account. You can also use the Award History Search feature to check the status of these awards.

For all other award types you are not notified when the recipient claims the points.

How do I award points using printed certificates?

Please see the user guide for instructions on awarding through printed certificates.

How do I award points using downloaded codes?

Please see the user guide for instructions on awarding using downloaded award codes.

How do I award points directly into a TrueBlue member's account?

Please see the user guide for instructions on awarding points using the direct deposit online form or direct deposit bulk upload.

Are there minimum and maximum amounts for individual awards?

You must award at least 1 point. You cannot award more than 100,000 points to one person at one time.

Additional constraints may be imposed by the campaign you are awarding against.

Am I subject to any terms or conditions when awarding points?

You are subject to the terms and conditions you agreed to when you completed your application. These terms and conditions are available through links at the bottom of the program home page, and at the bottom of each page when you are signed in to your company account.

Can a certificate or award code be redeemed over the phone?

No, they cannot. Certificates and award codes can only be redeemed through the claim site.

Do certificates or award codes expire?

Yes. Certificates and award codes have a 12-month validity period, starting from the day they were generated. Once a certificate or code is no longer valid, it cannot be redeemed.

How long are certificates or award codes valid?

Certificates and award codes are valid for 12 months, beginning the day they were generated. Once a certificate or code is invalid, it cannot be redeemed.

Where do I find the expiry date on certificates or codes I have generated?

You can see a certificate's expiry date on the certificate itself. To see the expiry date for award codes, use the Award Search feature to locate the code. The details section of the record includes the expiry date.

How many points is my certificate or award code worth?

The worth of each certificate or award code depends on the value you assigned when you created it. If you want to find out what the value of a specific certificate or code, use the Award Search feature to locate the record for the certificate or code.

Can I customize the claim site for my customers?

At this time it is not possible to customize the claim site.

General Questions

This section contains information and answers to general questions concerning the TrueBlue Incentives program.

How do I sign in to the site?

Direct your browser to the home page. In the Sign In Now box, type your user name and password, and then click Sign In. If you have forgotten your password, click the link Forgot your password? and follow the instructs that appear.

Are the points I award the same as points earned by flying with JetBlue?

Yes. The points you award count toward all TrueBlue redemptions.

How do I know which browser version I'm using?

Most browsers list the version in a dialog box called "About [browser name]." For most browsers this information is an entry under the Help menu (see the menu bar just under the browser title bar). For Google Chrome, the version information ("About Google Chrome") is an entry in the Customize menu (click the image of the wrench).

Is the information I provide confidential?

Yes. Your information is completely confidential, and is only available to yourself and the program administrator.

How does award history search work?

Please see the user guide for instructions on using the Award History Search feature.

What types of information can I use when searching for awards?

Please see the user guide for instructions on using the Award History Search feature.

What is Points.com?

Points.com has been contracted by JetBlue to develop and operate online points sales products for the TrueBlue program. For more information, please visit www.Points.com.

Buying Points

This section contains information and answers concerning the purchase of TrueBlue points for your company to award.

Where do I send payment for my order?

If you are not paying by credit card, you should direct your payment as follows:

JetBlue c/o Points.com
P.O. Box 543
Saint Charles, IL 60174
U.S.A.

Wire transfer payments should be addressed as follows:

Bank: Harris Trust and Savings Bank (Swift Code HATRUS44)
ABA Number: 071000288
Account Holder: Points.com
Account Number: 2910063508

What payment methods are accepted?

You can pay for points using any of the following:

  • Credit card (American Express, MasterCard, Visa)
  • Check
  • Money order
  • Wire transfer

Can I get a refund on points I don't use?

No; purchased points are non-refundable, as spelled out in the terms and conditions of the program.

How much do points cost?

Points cost $0.02 apiece. This price includes all applicable fees and taxes.

Is there a minimum number of points that I must purchase?

Yes, the minimum number of points in any given purchase is 50,000.

Can international companies purchase points?

Yes, international companies can purchase points through the TrueBlue Incentives program, and award points to customers or employees anywhere (provided those individuals are members of the TrueBlue program). However, all points purchases must be paid for in US Dollars (USD). Payment instructions are provided in the online order form; you may pay by credit card, check, money order or wire transfer.

Can I sell points that I have not awarded?

No, you cannot. All sales of points are final, and points that are not awarded before their expiry date are lost. It is your responsibility to award the points you purchase.

If I wish to purchase a larger block of points, who do I contact about discount pricing?

No discounts are available for purchases of up to $100,000. If you wish to purchase above that level, please contact your account manager.

How secure are my online purchases?

Points.com makes every effort to guarantee the security of your online purchases. We protect the information you send, when making a purchase, by using Secure Sockets Layer (SSL) technology. SSL encrypts any information you send to us electronically. The encryption process protects your information, such as your credit card number or billing and shipping information, by scrambling it before it is sent to us from your computer. For additional security, no individual's or organization's credit card information is stored at Points.com.

How can I identify points purchases on my credit card statement?

Purchases you pay for using a credit card will be identified with the phrase "TrueBlue Points Buy" on your credit card statement.

Which company is charging my credit card?

Points.com will charge your credit card for purchases, on behalf of JetBlue.

Managing Your Account

This section of the guide contains information and answers to questions concerning your TrueBlue Incentives account.

How do I retrieve my password?

Before you can retrieve your password you MUST know your username for the account.

To retrieve your password follow the steps below:

  1. Enter in your username on the Login form on the Home page
  2. Click the Forgot Your Password link
  3. Email is sent to the email address on record for that account with a link to reset your password
  4. Click on the link in the email and follow the instructions on that page

 

Can I change my username, password or email address?

Username: Only an Administrator user can change the username of an account. Contact your local administrator if you wish to have your username changed. If you are the administrator then click the Your Account link, locate the user account and edit that account.

Password: You must know your username in order to change your password. This is done by entering your username on the Login form on the Home page, and clicking the forgot your password link.

Email: As with usernames, only an administrator has the ability to update the email address in a user account.

How many users can I create for my merchant account?

At present there is no limit to the number of user accounts your merchant account can have.

What types of user account are there, and what can each type do?

There are three different user types available to you when you create a new user account:

Administrator

Administrators can perform all system tasks and use all system functions.

Regular User

A Regular User can do the following:

  • Award points
  • View campaigns
  • Search awards
  • View award details

Limited User

A Limited User can only do the following:

  • Search awards
  • View award details

Managing Campaigns

This section of the guide contains information and answers to questions concerning your use of campaigns to track the points you award.

If you were not given express permission to use JetBlue branding when your campaign was approved, please contact JetBlue directly to discuss permissions.

How do I set up a new campaign?

Please see the user guide for instructions on creating a new campaign. Please note that all campaign proposals must be approved by a program administrator.

What is the process for approving campaigns?

Once you have created and saved a new campaign, a campaign request containing the details you provided is sent to your account administrator. (You receive an email informing you of this fact.) The administrator reviews the campaign details you provided and decides whether or not the campaign can be approved.

Once the administrator's decision has been recorded, an email is sent to you informing you of the decision.

What happens when my campaign expires?

When your campaign has expired you cannot longer create any new awards against that campaign. There may be a grace period for your campaign, during which you can continue to award points against that campaign. Please contact your account manager to learn more about grace periods.