Why is My Encore Loyalty Points Balance Incorrect?
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If your Encore Loyalty Points balance doesn’t appear as expected, there could be a few reasons for the discrepancy. Here’s a guide to help you identify potential issues and resolve them:
1. Processing Time for Bonus Points
- Birthday Points: Triple points awarded around your birthday may take up to 30 days to appear in your account.
- Sustainable Edit Purchases: Double points on Sustainable Edit items can also take up to 7 days to be credited.
- Promotional Points: Any points awarded through limited-time promotions or bonus offers may have a processing time. Check the terms of the specific promotion for guidance.
2. Standard Purchase Points Processing
- Points from recent transactions, particularly online purchases, may take a few days to reflect in your balance. If your points are missing immediately after a purchase, please allow some additional time.
3. Returned Items
- If you have returned any items, the points associated with those purchases will be deducted from your balance. This may result in a lower points balance than anticipated.
4. Non-Qualifying Purchases
- Certain items do not qualify for points, including gift cards and alcohol. If your recent purchase included these items, they would not have contributed points to your balance.
5. Expired Points
- Encore Loyalty Points expire on 30th September of the year following their accrual. For example, points earned in 2023 will expire on 30th September 2024. Check if expired points may be affecting your balance.
6. Checking Your Points Balance
- You can review your points balance through multiple channels:
- App: Go to "Account" in the Arnotts app and select "My Loyalty."
- Online: Log into your account on our website and navigate to "Account" > "My Loyalty."
- In-store: Ask a staff member at any till to check your balance.