EazeeSavings Support Guidelines

EazeeSavings is committed to providing exceptional support to our customers, affiliates, and business partners. These guidelines outline our support philosophy, procedures, and best practices to ensure consistent, professional, and efficient customer service across all channels.

• Ensure a consistent support experience for all users.
• Maintain high customer satisfaction and trust.
• Provide clear instructions for support team members.

Email Support

• Email: support@eazeesavings.com
• Response time: within 24 hours
• Escalation: Critical issues escalate to Level 2 Support

Phone Support

• Phone: +1 (XXX) XXX-XXXX
• Availability: Monday–Friday, 9 AM–6 PM (EST)
• Always verify customer identity before discussing account info

Live Chat

• Available on our website and mobile app
• Response time: Immediate (2–5 minutes)
• Priority: VIP customers and merchants get high-priority routing

Social Media Support

• Respond within 12 hours
• Keep responses professional and avoid sharing sensitive account info

• All requests must be logged in the ticketing system
• Assign a priority: Low / Medium / High / Critical
• Use standardized tags (e.g., “Cashback Issue”, “Card Activation”)
• Close tickets only after resolution is confirmed by the customer

Tone & Style

• Friendly, professional, and helpful
• Avoid jargon unless the customer is familiar with it
• Empathize with the customer’s situation

Email Template Examples

Acknowledgment Email:

Resolution Email:

Card Activation

• Ensure user completed account verification
• Provide step-by-step activation instructions
• Escalate unresolved activations to Level 2

Cashback Not Appearing

• Confirm transaction eligibility
• Verify merchant affiliation
• Investigate system delays; escalate if not resolved within 48 hours

Merchant Support

• Verify merchant account and registration status
• Provide marketing and onboarding assistance
• Escalate technical integration issues to the IT team

• Identify priority and severity
• Attempt Level 1 resolution
• If unresolved, escalate to Level 2 within 24 hours
• Notify Support Manager for Critical cases
• Document all escalation actions in the ticket

• First Response Time: Target < 2 hours
• Resolution Time: Standard < 24 hours; Critical < 12 hours
• Customer Satisfaction (CSAT): Minimum 90%
• Ticket Closure Rate: 95% within SLA

• Never share customer passwords or sensitive info
• Verify identity before discussing account-specific details
• Follow GDPR and CCPA compliance for all user data

• Conduct weekly team reviews of tickets and common issues
• Update support documentation monthly
• Collect feedback from customers to refine support procedures

EazeeSavings cashback cards are 100% virtual by default. Virtual cashback cards are issued, tracked, and redeemed exclusively through the EazeeSavings platform and are designed to maximize customer engagement and in-store conversions.

If a Vendor chooses to offer physical (printed) cashback cards, all costs associated with card production—including printing, materials, customization, shipping, and distribution—are the sole responsibility of the Vendor.

EazeeSavings does not cover or reimburse any expenses related to physical card creation.

EazeeSavings may, at its discretion, allow Vendors to add their business logo to an approved EazeeSavings card design. The core EazeeSavings branding, structure, and tracking elements must remain unchanged.

All physical cards must remain linked to the EazeeSavings system to ensure accurate tracking of virtual cashback, conversions, and royalty calculations.

Any misuse, unauthorized reproduction, or alteration of cashback cards may result in immediate suspension or termination of Vendor participation.