Cooleaf offers different reward redemption and catalog experiences. To determine which apply to you, please check your organization's Rewards Store URL.
- If your Rewards Store URL is [OrgName].cooleaf.com/rewards: Review the information below.
- If your Rewards Store URL is [OrgName].awards-experience.com: Your organization uses our Enhanced Storefront. Learn more about Storefront here!
Troubleshooting
Didn't get a confirmation email for an eGift card: If you do not get a confirmation email within 1-3 business days, make sure to check your spam folder.
Ongoing reward status: If your reward status says "ongoing" in your reward history after 1-3 business days, let support know and we will investigate!
eGift link doesn't work: If the link in your reward email isn't working, clear your cache and browser data and try again.
No eGift link included in redemption email: If your redemption email mentions ‘click the link below,’ but you don’t see a link included, don’t worry. Some companies do not utilize redemption links. In such instances, you can still redeem your eGift by using the provided eGift number and PIN online or by presenting the barcode in physical stores.
No eGift link, eGift number, PIN, or barcode included in redemption email: If your redemption email does not provide any redemption codes, this may be because your organization fulfills their own rewards. If you do not receive a separate email from your organization containing the codes within 24 hours of redeeming, reach out to support@cooleaf.com and we can follow up your account admin for the status of your reward.
Items say "Out of Stock"
- The Rewards Catalog is always changing to keep up with the latest items available in your country, some items may be removed by our vendor or it could take time for the item to be back in stock. We recommend coming back next month to see if the item is back, or if its been completely removed from the catalog.
- If all items say "Out of Stock" it could be that each organization has a specific monthly budget that can be used to redeem rewards. When that rewards budget limit has been met, all users are blocked from redeeming rewards and the catalog will say 'Out of Stock' or 'Budget limit reached'. But don't worry – the rewards budget will automatically replenish during their next billing cycle, typically at the beginning of the month. We recommend checking again after the 1st business day of the next month to see if the item is back in stock.
Contacting Support about Your Redemption
When in doubt, contact support! We are happy to help you solve any and all of your rewards-related issues. Email us with your inquiry at exsupport@itagroup.com.
When contacting support be sure to provide them with the most accurate information, such as the date and time of redemption, the item redeemed, and the email for redemption.