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FAQ's

  1. Can I go directly to a merchant's web site, or do I always have to start here?
  2. Do I need a coupon code to take advantage of special offers?
  3. What do I do if I haven't received my order from a merchant?
  4. Can I spend miles/points when I make purchases on the "SHOP ONLINE"?
  5. How can I know which merchants are participating?
  6. What is the Shipping Country?
  7. I can't access some of the merchant links. What should I do?
  8. How do I disable pop-up blocking software?
  9. Do I need to have cookies enabled on my system?
  10. I clicked to a merchant from the "SHOP ONLINE" and once on the merchant site, I right click on a product or link to open a new browser window or tab and I completed my purchase in that new window/tab. Will I still receive miles/points for my eligible purchases?
  11. What data do you share with merchants?
  12. Do I get miles/points every time I shop, or just the first time?
  13. Do I get miles/points for anything I buy?
  14. I made a purchase outside the "SHOP ONLINE". Can I still get miles/points?
  15. Can I earn miles/points by shopping in-store?
  16. Can I earn miles/points for another member?
  17. How do I disconnect one of my programs from my Akruu account?
  18. Why have my miles/points not appeared in my account statement?
  19. What do I do if I have not received my points after 90 days?
  20. Why are the miles/points different from what was stated for Surveys or Quick Wins?
  21. Boost Miles/Points FAQs
  22. PointsPay FAQs

1. Can I go directly to a merchant's web site, or do I always have to start here?

In order to receive miles/points, you must begin shopping at the "SHOP ONLINE" every time. It is the only way your purchases can be tracked to earn and receive credit for miles/points.

2. Do I need a coupon code to take advantage of special offers?

In some cases you do. The required coupon code will be provided along with the special offer.
Note: if you go to other websites to search for coupon codes and use those codes, you may not be eligible for "SHOP ONLINE" miles/points.

3. What do I do if I haven't received my order from a merchant?

You will need to contact the merchant from which you made your purchase. Contact details (Customer Service) can be found on the merchant's website.

4. Can I spend miles/points when I make purchases on the "SHOP ONLINE"?

You cannot currently redeem miles/points through the "SHOP ONLINE"; however, once miles/points are credited to your "SHOP ONLINE" Account, you can redeem them for an array of services and/or products.

5. How can I know which merchants are participating?

At the top of any "SHOP ONLINE" page, you simply click the See All Merchants button and you will see all of the merchants based on your Shipping Country and Merchant Filters chosen.

6. What is the Shipping Country?

The shipping country is a filter that displays only the merchants shipping to your chosen country. Once you are logged in, the Shipping Country defaults to the country within which you live (as noted in your "SHOP ONLINE" account details). You are able to change the 'Ship to Country' based on your needs.

7. I can't access some of the merchant links. What should I do?

If you find that a link or store site doesn't work, it is likely that you have a piece of software controlling the sites you can visit. To solve this problem:

  • Please disable your Ad-Blocking/Popup Blocking/Cookie Blocking software (you might need to close your browser and re-start after you switch off your blocking software).
  • If you are using Internet Explorer 6 or another browser, which has a privacy setting, set the privacy setting to low.
  • If you have Zone Alarm Pro or Norton Internet security, these products have ad-blocking and cookie- blocking features. You do not need to disable your firewall, just disable the cookie-blocking and ad- blocking feature for this website.

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8. How do I disable pop-up blocking software?

In order to access our merchants, you may need to turn off your 'pop-up blocker' feature. Often this feature is an accompaniment to internet browser software or a toolbar. This will need to be disabled or adjusted to allow you shop online via "SHOP ONLINE".

9. Do I need to have cookies enabled on my system?

Yes. Please ensure you have cookies enabled on your system, as we monitor these tracking codes in order to ensure your miles/points are awarded.

For Internet Explorer 6+:

  • Go to the Tools Menu Option. Click on Internet Options.
  • Click on Privacy. Slide the level slider down to Medium-low.
  • Click on Advanced. Check the box Override the way cookies are handled.
  • Accept First-party cookies and Third-party cookies.
  • Uncheck the box 'Always allows session cookies'.
  • Click on OK.
  • Click on the Edit button.
  • Type in the Address of the Website as akruu.com
  • Click on Allow.
  • Click on OK.

For Firefox:

  • Go to Tools in your Menu Bar at the top of your browser window.
  • Select Options.
  • Expand the Privacy selection in the left part of the window.
  • Click on the Cookies section.
  • Check the 'Allow sites to set cookies checkbox'.

For Internet Explorer 6.x:

  • Go to Edit in your Menu Bar at the top of your browser window.
  • Select Preferences.
  • Go to the Receive Files section.
  • Select Cookies.
  • At the When Received option, select Never Ask.
  • Click OK.
  • Then go back to the Akruu site and select Refresh on your browser.

10. I clicked to a merchant from the "SHOP ONLINE" and once on the merchant site, I right click on a product or link to open a new browser window or tab and I completed my purchase in that new window/tab. Will I still receive miles/points for my eligible purchases?

No, you will not receive miles/points for purchases made in any other browser window or session. To make sure you receive your miles/points for every eligible purchase, you must complete your purchase within the same browser window and session that was launched when you clicked from the ‘SHOP ONLINE’ to that merchant.

11. What data do you share with merchants?

No personally identifiable data is passed to the merchants when you click to their site. We only pass a unique numerical tracking value that does not allow a merchant to identify any personal and/or program related member profiling, but does allow us to correctly award your miles/points on qualifying purchases.

12. Do I get miles/points every time I shop, or just the first time?

You get miles/points every time you shop, when you start your shopping session on the "SHOP ONLINE". There is no limit to the amount of miles/points you can earn from the "SHOP ONLINE".

13. Do I get miles/points for anything I buy?

Some merchants do not offer miles/points for certain products and services such as gift certificates. Taxes, shipping, and other fees are not eligible for miles/points. Specific details are located on the Merchant Info Page for each merchant on the Akruu web site. To find the merchant information, click on the "merchant info" link below the merchant's logo on any shopping category page.

14. I made a purchase outside the "SHOP ONLINE". Can I still get miles/points?

In order for your purchase to be eligible for miles/points, you must start your online shopping at the "SHOP ONLINE" website. Online orders need to be tracked to your "SHOP ONLINE" account. This happens automatically when you are logged into the "SHOP ONLINE" site.

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15. Can I earn miles/points by shopping in-store?

Currently, you can only earn miles/points when shopping online through the "SHOP ONLINE". Some merchants, however, allow you to shop online and pick up in-store (please check with each merchant for the availability of this feature). Alternatively, there is a wide selection of gift cards you can purchase through the "SHOP ONLINE" on our Gift Certificates Page and through participating online merchants. You earn miles/points when you purchase these prepaid cards online. The cards are usually able to be used both in-store and online.

16. Can I earn miles/points for another member?

The username that is used to login to the "SHOP ONLINE" will be the account credited with any transaction made through "SHOP ONLINE". To credit another users account, with their permission, simply login with their username. (However, it's a personal decision of the account holder who allows to use their account by any other person)
Akruu advise: Items can be purchased only by the member personally.

17. How do I disconnect one of my programs from my Akruu account?

If you wish to disconnect a program from your Akruu account, please send an email to our support team at support@akruu.com

18. Why have my miles/points not appeared in my account statement?

There are a number of possible reasons:

  1. Miles/points earned from purchases with the "SHOP ONLINE" merchants will not appear in your account as credited until up to 90 days after the date of your purchase. ( they may appear as pending by 15 days from the date of delivery of purchased goods)
  2. If you return an item to obtain a refund, the miles/points collected on that purchase will be debited from your "SHOP ONLINE" Account.
  3. To collect miles/points while shopping online, you must enter the store's site through the "SHOP ONLINE". If you visit a merchant's site directly, without having visited the "SHOP ONLINE" website, we will be unable to credit you with any miles/points.
  4. Increasingly, some advert blocking software programs have been known to block the special tracking codes (cookies that we need to monitor in order to award you your miles/points).

If you have not seen your miles/points credited to your account 90 days after your purchase, please fill out our "Claim Missing Miles/Points", which can be found on your My Transactions Page.

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19. What do I do if I have not received my points after 90 days?

If you have not seen your miles/points posted (as pending) to your account within 90 days after your purchase, please fill out our 'Claim missing miles/points Form', which can be found on your "My Transactions” page. Please provide your name, email address, the date of transaction, merchant name, order number, and amount of your purchase (excl. taxes and shipping charges). Please note that we cannot investigate orders that were placed less than 90 days before you fill out the Missing miles/points Form. Also, merchants may not address order inquiries that are older than 180 days.

20. Why are the miles/points different from what was stated for Surveys or Quick Wins?

Points or Miles awarded from the 'Quick Wins' and 'Survey' modules are calculated from cash values in United States Dollars. For some of our Akruu partner programs, the cost per point or mile is calculated in alternative currencies, which may result in a minor discrepancy between the points advertised and the points awarded. If are concerned about the number or points or miles that you have been awarded, please contact support@akruu.com

21. Boost Miles/Points FAQs

  1. What is Boost Miles?
  2. Can I send products to third parties who are not members?
  3. In what currencies can I pay for my products?
  4. Why can the number of Miles/points awarded for or retail price of a particular product vary?

1. What is Boost Miles?

Boost Miles is an online shop where you can quickly earn a high number of Miles/points with each purchase.

2. Can I send products to third parties who are not members?

Yes, gifts to nonmembers are permitted as the desired shipping and delivery address can be different from the address registered with your account. Please note, however, that certain delivery restrictions may apply to the designated shipping address that may not apply to the address of your account. If so, you will automatically be advised accordingly. (Custom, VAT and other related taxes and fees would be applicable if merchant country is different than the destination country)

3. In what currencies can I pay for my products?

All purchase price settlements are processed exclusively in USD (US Dollars), CAD (Canadian Dollars), or GBP (British Pounds) / (any other which may be applicable to Boost miles) and your credit card will be charged accordingly. For your convenience, you can choose a display currency using the currency selector at the top right of the page, which will make the purchase price for all products appear in your preferred currency, calculated at the current applicable currency exchange rate (for information purposes only).

4. Why can the number of Miles/points awarded for or retail price of a particular product vary?

Retail prices and Miles/points awarded for products offered on Boost Miles may vary according to the selected delivery destination, and daily currency exchange rates. All product prices are calculated on a daily basis and depend on respective currency exchange rates (provided by www.xe.com).

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PointsPay FAQs

1. What is PointsPay?

PointsPay is a payment method which enables members of participating loyalty programs to make payments on participating online shops using their loyalty points or miles.

2. How can I make a payment using PointsPay?

  • Browse and shops as usual in any participating online shop.
  • Choose PointsPay as your payment method when finalizing your order. You may see either the PointsPay logo or a co-branded logo containing both the PointsPay and program name logos on the checkout page of the online shop.
  • You will then be re-directed to the PointsPay website. You must enter your program credentials, or create a PointsPay account, and pay with cash. You will earn points or miles on the cash component..
  • You then simply confirm your transaction. You will then be returned to the online shop.

3. Where is PointsPay accepted?

PointsPay is accepted at participating online shops. You can find the list here.

4. How can I refund my order?

If you require a refund, you must contact the online shop from where you made the purchase. Once the online shop issues the refund, you will receive the cash amount accordingly. In case we are not able to reverse points or miles credited to you, we will deduct the value of any points or miles credited to you from cash amount.

Please note that the online shop merchant may deduct any applicable service fee at the time of refund. This is at their discretion and the remainder amount is refunded into your payment card if appropriate.

5. When would I receive my refund?

You should receive the refund into your card/account within 2 to 7 business days from the date of the refund being executed by the respective online shop.

6. I am having technical problems whilst using PointsPay, such as not being able to login or not being directed back to the online shop. Who should I contact?

Please write an e-mail to support@pointspay.com and share the details of your issue, ideally including screenshot(s) with the email message. Please also include details of the online shop, the payment amount, your program member ID, and any other relevant details.

7. What if I forget my PointsPay username/password?

If you have forgotten your password, you can reset it. For further assistance related to any login issue, please write an e-mail to support@pointspay.com and shares the details of your issue.

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