National Consumer Promotion Order Changes

Topics:

• How to change a shipping address for a promotion points redemption
• How to change NCP redeemed points order shipping address
• Change product ordered or wrong item received from NCP points redemption
• Change NCP order for backordered product
• Change order due to Wolf Gourmet Cutlery no longer available

Troubleshooting:

If a customer indicates they need to make changes, or have ordered an incorrect item through the NCP:

1. Look up the customer order through the NCP submission review website. See National Consumer Promotion Redemption Order Lookup.
2. Orders that are in a Pending, Approved, or Invalid status can still have changes made to them. Email Noah, Wes, Kristin, and Brice, and one of them will change the order.
   • For shipping address change requests, include the customer's initial and updated shipping address as well as their name and products ordered.
   • If a customer selected the $1000 rebate and wants to switch to SZCP, refer to Corporate Promotion Exception Request for more information.
   • See also, National Consumer Promotion Shipping to Multiple Addresses.
3. If the order is in Hold status, refer to National Consumer Promotion Redemption Order Lookup.
4. If the order is in Ordered status for less than three hours, it may still be possible to update an item. Click Here to Email an Urgent Order Change.
   • Use the link to create the email. Do not email the Supervisors.
     • After clicking the link above, a window will pop up. Click step #2 of the instructions, which will open an email with the appropriate contact emails already filled in.
   • Look at the Last Updated column next to the Status column. It indicates the date and time of the last update.
   • If three hours have passed, no order changes are possible.
   • If the rebate check has exported to 360, a change cannot be made.

If a customer requests an update on a redemption that included Wolf Gourmet Cutlery: 

1. Wolf Gourmet Cutlery is no longer available.
2. Go to the NCP submission review site. 
   • http://ncpredemption.subzero.com
   • Confirm Wolf Gourmet (WG) Cutlery was selected and did not ship.
3. Inform the customer cutlery has been discontinued due to supply chain constraints. 
4. Confirm new WG selections (up to 2 points).
5. Email [email protected]. Include:
   • NCP ID #
   • Customer Information
   • New WG items
   • Subject: NCP ID # WG Cutlery Order Update
6. Pam Larson will communicate updates to Hamilton Beach and add a note to the NCP review site. 
7. Escalations (request for additional points or concerns with cutlery available at retail locations) will be emailed to the CS Promotions queue for handling. 
   • Customer Service team member will reach out to the customer to discuss.

See also:

• Wolf Gourmet Product Exchanges, Returns, Refunds
• National Consumer Promotion Backordered Item Changes

Answer:

For normal orders through the E-Commerce Store, see Wolf Gourmet E-Commerce Product Order Lookup.

See also:

• National Consumer Promotion Points Redemption Process
• National Consumer Promotion Redemption Points
• 2015 Wolf Gourmet National Consumer Promotion