Common Perk Claiming Problems and Solutions
Perk claiming should be smooth and rewarding, but technical issues can sometimes interfere with the experience. This guide covers the most common problems and provides step-by-step solutions to get your perks working properly.
Receipt Upload Issues
Receipt Not Scanning Properly
Symptoms:
- OCR can't read merchant name, date, or amount
- "Unable to process receipt" error message
- Extracted data is incorrect or incomplete
- Receipt image appears blurry or distorted
Photo Quality Solutions: 1. Use good lighting - natural light or bright indoor lighting 2. Hold camera steady - avoid blurry or shaky photos 3. Fill the frame - receipt should take up most of the photo 4. Avoid shadows - don't block light with your hand or phone 5. Clean the receipt - remove wrinkles, stains, or damage
Technical Requirements:
- File formats: JPG, PNG, or PDF only
- File size: Under 10MB for faster processing
- Resolution: At least 1080p for clear text recognition
- Orientation: Hold phone vertically for best results
Advanced Photo Tips: ``` ✅ Good Receipt Photo: • Entire receipt visible in frame • Text is sharp and readable • Even lighting across receipt • Straight orientation (not tilted) • No fingers or objects blocking text
❌ Poor Receipt Photo: • Receipt cut off at edges • Blurry or out-of-focus text • Shadows covering important information • Extreme angles or tilted orientation • Wrinkled or damaged receipt ```
OCR Extraction Errors
When Automatic Extraction Fails: 1. Review extracted data before submitting 2. Edit incorrect fields manually (merchant, amount, date) 3. Add missing information that OCR couldn't detect 4. Verify currency matches your workspace settings 5. Submit with corrections - manual edits are preserved
Common OCR Mistakes:
- Date formats: 12/25/2024 vs. 25/12/2024 confusion
- Currency symbols: $ vs. € vs. £ recognition errors
- Merchant names: Abbreviations or unclear business names
- Amount decimals: 25.00 vs. 2500 misreading
Manual Entry Backup: If OCR completely fails: 1. Skip automatic processing option 2. Enter all details manually: - Merchant name - Purchase date - Total amount - Currency - Category (if required) 3. Upload photo as supporting documentation 4. Submit for approval - manual entries work the same way
Receipt Policy Compliance
Common Rejection Reasons:
- Exceeds maximum amount - receipt total above perk limit
- Wrong merchant category - non-qualifying purchase type
- Outside date range - purchase too old or too new
- Missing required information - illegible or incomplete receipt
- Policy violations - personal vs. business expense confusion
How to Avoid Rejections: 1. Read perk policy before making purchases 2. Check maximum amounts and eligible merchants 3. Keep receipts clear and complete 4. Submit promptly - don't wait weeks to upload 5. Ask questions if policy is unclear
Link-Based Perk Issues
Links Not Opening or Working
Browser-Related Problems: 1. Try incognito/private mode - extensions may block redemption sites 2. Disable ad blockers temporarily - may interfere with redemption 3. Clear browser cache and cookies for the redemption site 4. Try different browser - Chrome, Firefox, Safari, Edge 5. Check for browser updates - outdated browsers may have compatibility issues
Network and Security Issues: 1. Corporate firewall may block external redemption sites 2. VPN connections can interfere with geographic restrictions 3. DNS issues may prevent proper site resolution 4. Proxy settings in corporate environments
Link-Specific Problems: ``` Error Types and Solutions:
"Link Expired": • Check perk expiration date in TeamWins • Contact admin for replacement link • Verify you're within redemption window
"Code Already Used": • Confirm you haven't already redeemed this perk • Check for duplicate claims in your history • Contact admin if you believe this is an error
"Geographic Restriction": • Verify perk is available in your location • Try without VPN if using one • Contact admin about regional alternatives
"Site Temporarily Unavailable": • Wait 30 minutes and try again • Check vendor's social media for known issues • Contact admin for alternative redemption method ```
Code and Voucher Problems
Invalid or Unrecognized Codes: 1. Double-check code entry - avoid typos or extra spaces 2. Verify case sensitivity - some codes are case-specific 3. Check expiration dates - codes may have time limits 4. Try different device - mobile vs. desktop compatibility 5. Contact vendor support if code appears valid but won't work
Redemption Process Issues: 1. Follow exact instructions provided with the code 2. Create account on vendor site if required 3. Enter code at checkout not in search or other fields 4. Apply code before payment - timing matters for discounts 5. Screenshot confirmation for your records
Approval and Processing Delays
Understanding Approval Timelines
Auto-Approved Perks (Instant):
- Gift cards and digital products - immediate delivery
- Link-based perks - instant access upon claiming
- Low-value items under auto-approval threshold
- Pre-configured perks with automatic fulfillment
Manual Review Required (1-2 Business Days):
- Receipt-based reimbursements - finance team review
- High-value perks over approval threshold
- Custom or unusual requests - admin evaluation
- First-time claims - initial verification process
Extended Delays (3+ Days): Usually indicates a problem requiring attention:
- Missing information - additional details needed
- Policy questions - admin reviewing compliance
- Budget approvals - waiting for finance sign-off
- Technical issues - system problems preventing processing
Expediting Slow Approvals
When to Follow Up:
- Auto-approved perk taking more than 1 hour
- Manual review taking more than 3 business days
- No communication about delays or requirements
- Urgent need for the perk (travel, time-sensitive)
How to Follow Up: 1. Check claim status in Your Perks section 2. Look for messages in Inbox about additional requirements 3. Contact workspace admin with claim details 4. Provide additional information if requested 5. Be patient during holidays - approval times may be longer
Prevention and Best Practices
Receipt Upload Best Practices
Before Making Purchases: 1. Verify perk availability and point cost 2. Check maximum amounts and eligible merchants 3. Understand approval process (auto vs. manual) 4. Plan for reimbursement timing - you pay upfront
During Purchase: 1. Keep receipt safe until uploaded 2. Take photo immediately while receipt is fresh and clean 3. Verify all information is visible and readable 4. Note any special requirements (business purpose, etc.)
After Purchase: 1. Upload within 24-48 hours for best results 2. Review OCR extraction and correct any errors 3. Add notes if purchase context isn't obvious 4. Monitor approval status and respond to requests quickly
Link-Based Perk Optimization
Before Claiming: 1. Read redemption instructions carefully 2. Check device compatibility (mobile vs. desktop) 3. Verify geographic availability for your location 4. Note expiration dates and plan redemption timing
During Redemption: 1. Follow instructions exactly - don't skip steps 2. Use recommended browser if specified 3. Complete redemption promptly - don't save links for later 4. Screenshot confirmation pages for your records
After Redemption: 1. Verify benefit delivery (account credits, subscription activation) 2. Save confirmation emails from vendor 3. Test access to purchased services or products 4. Contact vendor support directly for post-redemption issues
Getting Help
Self-Service Resources
TeamWins Help Center:
- Perk-specific guides for common redemption types
- Troubleshooting checklists for technical issues
- Video tutorials for receipt upload process
- FAQ section with quick answers
Vendor Support:
- Gift card issues - contact the gift card provider directly
- Subscription problems - reach out to the service provider
- Product delivery - work with the merchant or shipping company
- Account access - vendor customer service for login issues
When to Contact TeamWins Support
Platform Issues:
- System errors preventing perk claiming
- Integration problems with receipt processing
- Account access issues affecting perk redemption
- Data discrepancies in claim history or point deductions
Policy Questions:
- Unclear perk eligibility requirements
- Approval process confusion or delays
- Point deduction disputes or corrections
- Replacement requests for failed redemptions
Escalation Process
Information to Provide: 1. Perk name and point cost 2. Claim timestamp and reference number 3. Error messages or screenshots of issues 4. Steps you've already tried to resolve the problem 5. Urgency level and business impact
Response Expectations:
- Critical issues: 2-4 hours during business hours
- Standard problems: 8-24 hours
- Policy questions: 1-2 business days
- Enhancement requests: 3-5 business days
Success Metrics and Monitoring
Individual Perk Performance
Track These Metrics:
- Claim success rate - percentage of attempts that complete successfully
- Time to resolution - how quickly issues get resolved
- User satisfaction - feedback on perk quality and process
- Repeat usage - people claiming the same perk multiple times
System Health Indicators
Green Flags (Healthy System):
- >95% claim success rate for auto-approved perks
- <24 hour resolution for manual approvals
- <5% technical support tickets related to perk issues
- Positive user feedback on claiming experience
Red Flags (Needs Attention):
- High failure rates for specific perk types
- Consistent delays in approval processing
- Repeated technical issues with same vendors
- User complaints about claiming difficulty
Most perk claiming issues are easily resolved with better photo quality, browser troubleshooting, or simple process adjustments. The key is understanding what type of issue you're facing and applying the right solution quickly.
