Frequently Asked Questions 

My Account

Who is eligible to participate in the scheme?

This scheme is open to selected partners of the Document Imaging division of Nuance Communications Ireland Ltd and who are 18 years of age or older at the time of entry.

Do I have to make my employer aware I'm taking part in Nuance Intelligent Awards?

Yes – Nuance insists that your employer is fully aware of your participation in this program and it is part of the Terms and Conditions of participation.

What is Income Tax and NI / Social Security liability under this programme?

Nuance takes no responsibly for your own or your employers’ tax and social security liabilities. By signing up to this scheme, you are declaring that you will make all necessary declarations for all and any benefits received under this scheme to your local tax and social security authorities.

I want to file my tax return - can Nuance provide me with a statement that indicates the monetary value of the rewards I have received under this programme?

Please send an email to either:

• EMEA - [email protected],
• US -  [email protected],
• APCA - [email protected]

and we will organise this for you

I've forgotten my password; what do I do?

If you have forgotten your password, please go to the login page and click on ‘Forgotten Password’. Enter the email address registered to your account and you will then receive an email with a link to reset your password. Please check your junk and spam folders for this email and use the password reset link within the 24 hours.

When resetting your password, please ensure to follow the below criteria otherwise this will not be accepted:

• Minimum of 8 characters
• At least 1 uppercase character
• At least 1 lowercase character
• At least 1 number
• At least 1 symbol (please note that . and - are not classified as symbols on the system so please avoid using these)

Points

Do points have a monetary value?

Points do not have a monetary value. The number of points required for a reward varies depending on a number of factors relating to the specific setup of your rewards programme.

Can I buy additional points?

No – Additional points cannot be purchased. Only points awarded through your rewards programme can be used to place orders for products within your current points balance.  

Can I transfer points to another participant's account?

No – Points are awarded to individual accounts and can only be redeemed by the intended recipient. You cannot transfer your points to another participant of the rewards programme.

Is there a time limit to use my points?

Participants have 12 months from the date that your points are awarded to redeem these. If you place a redemption, the expiry date of your points will be reset to 12 months from the date your redemption was made. If a redemption is not made within 12 months of receiving your points, any unspent points will be removed from your balance.

From 1^st January 2018 onwards, points will only expire on the points’ 12 months anniversary of them being awarded, and only if you haven’t made any redemption during the previous 12 months. You will receive an automated email from the platform 30 days prior, to let you know about it and when they are due to expire. 

To see all the activity on your account such as points awarded and redemptions made, please click here or go to “Points Statement”. 

Example:

Claims

How do I earn points for a sale?

For every sales opportunity you log on your Nuance Intelligent Rewards account and convert into a sale you will be awarded points. The amount of points awarded depends on the revenue of the sale, see Terms and Conditions for more information on this.

How do I submit a sale?

To log a sale opportunity, simply go to the ‘Claims Area’ and click on ‘Log a new claim’. Once there, fill out the form with all of the required details, making sure to provide all mandatory fields. Your claim will then be verified by the Nuance Intelligent Rewards team and points will then be credited to your account.

Are there any conditions when I submit a sales opportunity?

For a sales opportunity to be initially accepted, participants must submit a minimum of 14 days before the expected end-customer purchase date and a minimum value of £1,500, €1,900 or $2,500 of the Nuance Sales List Price.

Why do I have to provide end customer information as part of the sales opportunity registration?

Nuance must have this information in order to effectively manage the program and it is a condition of participation. Nuance reserves the right to reject  sales opportunity registrations that are not fully completed.

Can I register a sales opportunity where pricing support / additional discount has already been extended by Nuance?

Nuance reserves the right to exclude any sales opportunity registered where price support has been extended.

Can I split a sales opportunity up into multiple registrations to maximise my points?

No - this is not possible. The Terms and Conditions are that all customer components must be ordered at one time and on one PO.  Should Nuance detect this happening then sales opportunity registrations will be cancelled.

Where can I view the sales opportunities I have submitted?

You can view the sales opportunities you have submitted by going to the ‘Claims Area’. You will then be able to see all the claims in progress, any approved claims and any declined claims.

What is Nuance University?

For specific levels of our Nuance University courses you complete, you will also be awarded points.

How many points do I get for completing Nuance University courses?

500 points are awarded for a completed Associate Degree and 800 points for a Master’s Degree. However, a maximum of 1300 points can only be redeemed within a 12 month period, from 1st October – 30th September, irrespective of how many courses are completed.

I have not received my Nuance University points

Points for completing the University courses are not automatically added to your account. Courses are reviewed at the end of each month and then the points are added within the first week of the next month. For example, if you complete a course in January, you will receive the points in the first week in February. Though, if you have completed one of the eligible Nuance University courses and have not received your points, please contact [email protected] who will be able to look into this and advise you further.

Rewards - Ordering

Can I change my delivery address after placing an order?

Providing that your order has not yet been dispatched you can request any delivery amendments to your order. Orders can sometimes be dispatched the same day so please contact [email protected] as soon as possible to request your delivery amendments.

Please note that any amendments or correction you request for an order that has already been dispatched may incur additional fees. These fees will either be deducted from the balance on your reward account or invoiced to you directly for payment. 

Can I add any additional information when placing an order?

When placing your order, you can enter additional information such as personalisation in the extra text box provided on the order page.

Please note that while all efforts are made to ensure that your request is carried out, there may be occasions when this cannot be applied to your order.

Can I find out about an old order I have placed? 

Your order history will show on your account. If you need any further help on a previous order placed please contact [email protected] with your order number and product name and our team will be able to assist you further.

Please note that we are unable to assist with any gift card or eVoucher queries that are older than 3 months. Please ensure to contact our team before this time if you have any gift card or eVoucher queries.

What if I accidently provide the wrong delivery address?

If you have provided incorrect delivery information please contact [email protected] as soon as possible with the correct details. Our team will try their best to update the address if your order has not yet been dispatched. This however cannot be guaranteed and if your order has been dispatched you may be charged additional fees to correct this.

When placing an order, please ensure you check your delivery details carefully and update these before you place your order if needed. If your delivery country is not showing correctly, please contact [email protected] to have this updated before you place your order. If your reward is to be delivered to a company address, please ensure to include the company name and building name / number in Address Line 1.

The product is out of stock; when will I be able to orde this?

If a product is showing as out of stock, our supplier unfortunately does not currently have this item available to ship straight away. As soon as stock is secured, the item will become available to order. The product description will show any expected availability dates, otherwise we would suggest checking the reward catalogue frequently for any updates on specific items that are out of stock. 

Can I order something that is not in the reward catalogue?

Your points can only be redeemed for items that are available in the reward catalogue and you cannot use your points to purchase items from stores or retail websites. 

Rewards - Receiving

How long will my reward take to deliver?

• eVouchers – The majority of our eVouchers are emailed to you within 1 working day. Some of our eVouchers however can take between 3 – 5 working days, so please do allow up to this time to receive your reward.
• Gift Cards – Gift cards are processed daily and can take 3 – 5 working days to dispatch. Once your gift card has been dispatched, please allow up to 14 working days to receive it at your chosen delivery address.
• Physical products – Physical products are processed daily and can take between 3 – 5 working days to dispatch. Once dispatched, please allow up to 14 working days to receive your order at your chosen delivery address.
• Delivery timescales can vary depending on the product type and supplier, therefore we would always suggest checking the item description for this information before placing your order. 

Will I have to sign for my reward?

• eVouchers –  You will not need to sign for your eVoucher as this will be emailed to you directly.
• Gift Cards – Gift cards are generally dispatched via Royal Mail First Class and will not require a signature upon receipt.
• Physical products – Physical products generally require signature upon receipt, particularly if they are large items or high in value. When placing your order, please enter a delivery address where someone will be available to sign for it.  

What if I'm not available to sign for my reward?

If for any reason you miss the delivery of a reward that requires a signature, the courier will leave details on how to re-arrange delivery or collect the item from your local depot. 

Can I check the status of my order?

You can check the status of your order in the “Points Statement” area of your online rewards account. When an order is first placed it will show as “Pending”. Once our supplier acknowledges your order, this will update to “Processing” and means that the supplier is checking stock and arranging the dispatch. Your order will be set to “Dispatched” as soon as the order has shipped. If tracking is provided you will also be able to see these details on the order record and will receive an email to confirm dispatch.

Why has my reward not arrived?

• eVouchers – eVouchers are sent to the email address provided at the point of placing your order. If you have not received the email containing your eVoucher, please check your spam and junk folders. If you have still not received this and your order has a status of “Dispatched” in your “Points Statement” area, please contact [email protected] with your order reference and our team can ask for this to be re-issued to you.
• Physical products – If you have not received your physical reward after 14 working days of the dispatch date, please check any tracking information provided in your “Points Statement” area. If you can still not locate the reward or you do not have tracking information, please contact [email protected] and our team will be able to provide more information on the delivery of your order.
• Physical Gift Cards –If you have not received your physical gift card after 14 working days of the dispatch date, please contact [email protected] and a member of the team will be able to provide you with more information.  Please note that if your gift card has been dispatched to the address provided and the funds have been spent, our supplier may not be able to issue you a replacement gift card. 

Rewards - Faults / Returns / Cancellations

Can I cancel my order?

• eVouchers – Due to the nature of the product, we are unable to cancel eVouchers once they have been processed.
• Physical products – Providing that your order has not yet been dispatched you can request a cancellation.  Orders can sometimes be dispatched the same day but changes may not be reflected on your account until 24 hours after this time, so please contact [email protected] as soon as possible with your order reference to request your cancellation.

What if my reward is faulty on arrival?

If your reward arrives faulty or damaged, please contact [email protected] with your order reference and proof of damage / fault within 24 hours of delivery. Our suppliers are only able to replace damaged or faulty rewards if we are notified within 24 hours of the delivery date and any claims made outside of this period may incur additional fees, which will be deducted from your points balance or invoiced to you directly for payment. 

Please note that if your product is returned for testing and no fault is found, you may be charged for the collection and reshipment fee to send the item back out to you. Our supplier will not issue a credit for any products which are not found faulty. 

What if my reward becomes faulty at a later stage?

If your reward develops a fault after 28 days of receiving you will need to raise a claim directly with the manufacturers of the product to resolve this. Please contact [email protected] as soon as possible and our team will be happy to request a proof of purchase from our suppliers to assist you with your direct claim.

I have received the incorrect item, what can I do?

If you have received an incorrect item for your order please contact [email protected] within 48 hours of delivery with your order reference and images of the product received. Our team will contact the relevant supplier to arrange collection and replacement of your order. We ask that you please do not open the incorrect item you have received if possible. 

I've changed my mind; can I return my reward?

• eVouchers – Due to the nature of the product, you are unable to return eVouchers once they have been processed.
• Gift Cards – To return your gift card or physical voucher, please contact [email protected] within 14 days of receipt and our team can contact the supplier to process your return, providing the card has not been used. Please note that you will not be refunded for the cost of the original delivery and you may need to return the gift card or voucher to the supplier for your refund.
• Physical products – We can accept returns requests for physical products provided they are unused and in a re-saleable condition. Returns are however subject to collection and restocking fees which will be deducted from your points balance or invoiced to you directly for payment. Fees will vary depending on the supplier of the item and for more information please contact [email protected] with your order reference for further details and assistance. Once an item has been returned you will be refunded for the cost of the item only and will not be refunded for any original delivery fees.

Please note that certain products are exempt from return such as personal accessories including but not limited to sunglasses and jewellery etc. Details will be provided in the product description so please make sure to check this before placing your order if in doubt. 

Why has my gift card not been loaded?

Many of our gift cards are dispatched unloaded and we ask that you allow up to 24 – 48 hours from delivery for this to be activated. If, however you have tried to use your gift card after this time and have been advised by the retailer that the gift card has either a zero or incorrect balance, please contact [email protected] as soon as possible and our team can raise this with the relevant supplier.

You can also check the balance of some of the gift cards online or by calling the number provided on your gift card. If in doubt, please use these methods to check the balance on your gift card before use.

General Information

Office hours for responses

Our office hours are Monday to Friday 9am – 5.30pm (UK) excluding Bank Holidays and we aim to respond to all queries within 24 hours.

Where a query cannot be resolved the same day, our team will provide updates every 1 – 3 working days until your query has been resolved. 

Additional delivery fees

• Corrections to addresses – If you have placed your order and have noticed that your delivery address was entered incorrectly, please contact [email protected] as soon as possible with your order number and correct delivery address so that our team can raise this with the relevant supplier. If your order could not be cancelled before the address has been updated, there may be additional delivery fees incurred to reship your order to the correct address. Please contact [email protected] for more information.
• Country errors – If you have requested an order to be shipped to a delivery address which is different from the country registered to your account, you may be charged for the additional shipment fee which will either be deducted from your points balance or invoiced to you directly for payment.  If these fees cannot be covered then we may ultimately have to cancel your order and refund you the points.
• Could not be delivered – If your order could not be delivered to your specified address and this has been returned to our supplier, you may be charged for a restocking and reshipment fee which will either be deducted from your points balance or invoiced to you directly for payment. 
• Customs fees – Where possible customs fees are directed back to our suppliers, however if there is an occasion where customs fees are required on delivery, please contact [email protected] as soon as possible and a member of our team will be able to advise you further.