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Reward points not showing in balance

(Topic created on: 09-02-2024 03:03 PM)
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Fiz7863
Voyager
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Need clarification please, spoke to an agent on live chat. Not helpful at all. I placed an order via Samsung account on Samsung website and they are saying it's been ordered via something called EPP or Samsung network, so points cannot be awarded. Why is that? And what is that? 

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11 REPLIES 11
BandOfBrothers
Samsung Members Star ★★
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Was you definitely logged in to the Samsung Shop and not as a guest @Fiz7863 and enrolled into rewards programme. 

If you was logged in then the reward points would be added after a set timeframe. 

See https://www.samsung.com/uk/shop-faq/samsung-rewards/i-ve-made-a-purchase-why-cant-i-see-my-rewards-p... 

 


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

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Fiz7863
Voyager
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Yes I have been enrolled into rewards programme since July 23. Funny thing is I ordered s24 ultra protector week later same way and those points have been added to my Samsung account.
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Fiz7863
Voyager
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N logged into my Samsung account before checkout
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Joeeye
Maestro
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Can take a full 28 days for the points to register in your account upon purchasing a phone. I haven't received my points yet.
Fiz7863
Voyager
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Fingers crossed 🤞 as the agent didn't sound very promising with the info he gave 😐
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MrJCharming
Helping Hand
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Mine took 12 days to come through, got my phone on 24th points on 7th
Fiz7863
Voyager
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I got my phone on 24th as well, so was wondering why points not showing. Ll keep an eye.
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smiley
Troubleshooter
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EPP or the 'Employee Partnership program' is a discounted site that might be a perk from a work related discount.   My company operate from this and rather than paying the retail price from the standard website, there are additional discounts on offer.   

As an example there is always a 6% discount on the phone and often additional cashback to be taken on some promotional items and at set times during the year. 

So the question is how did you order your items ?   If it was through a partnership program with additional discounts then the points are not applicable, as you are already receiving 'additional' perks through the work portal.  

I had this same issue when I bought my S23 ultra last year through my work Samsung account EPP portal.  However I did benefit from more discount than offered on the samsung.com/uk site. 

 

Hope this explains the EPP part of the issue. 

- Smiley
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Fiz7863
Voyager
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Ahhhhh that makes sense, I did go through perks at work site n opened Samsung site through that. So is that what EPP is. Never mind guess I won't b getting the reward points. The agent was not explaining at all. Thanks for the explanation. Yes through perks at work defe got alot more discount.