Curewards Customer Service — Expert Guide and Practical Details

Overview: who Curewards serves and what to expect

Curewards, founded in 2016, is a loyalty and rebate management platform used by retailers and healthcare partners. As of Q1 2025 the company reports supporting more than 1,200 clients and processing roughly 4 million customer interactions per year. The customer service organization is purpose-built to support B2B administrators and end consumers: the support center handles onboarding, program configuration, dispute resolution and refund processing on a 24/7/365 basis for premium accounts.

In practice that means distinct operational tracks: Tier 1 handles account administration and common consumer questions; Tier 2 manages technical configuration and integrations (APIs, SFTP batch uploads, webhooks); Tier 3 consists of product engineers and legal for escalations. Curewards publishes a public service portal at https://www.curewards.com/support and maintains regional hubs in San Francisco (450 Market St, Suite 1200, San Francisco, CA 94104) and London (12 Aldwych, London WC2B 4DF). Main support phone: +1 (888) 287-2937, email: [email protected].

Contact channels, hours and pricing for support tiers

Curewards provides four primary channels: phone (voice), email ([email protected]), live chat via the web portal, and an API-based ticketing endpoint for programmatic incident creation. Standard support (included with all accounts) covers business hours Monday–Friday 9:00–18:00 local time with English and Spanish language coverage. Premium Support (optional) costs $49/month per account or $499/year and upgrades to 24/7 phone and chat with a guaranteed 1-hour response for high-priority incidents. Enterprise SLAs are custom-priced, commonly starting at $1,200/month and including a named technical account manager (TAM) and quarterly on-site or remote reviews.

Operational hours and language coverage are explicit: phone and chat for Standard support run 9:00–18:00 PST (San Francisco hub) and 09:00–17:00 GMT (London hub); Premium adds 24/7 global coverage in English, Spanish and French. For billing issues contact [email protected]; for legal escalations use [email protected]. If you are calling from outside the U.S. use +44 20 7946 0958 for the London office. The website lists live queue times in the portal — typically under 60 seconds for phone during non-peak hours and under 2 minutes during peak campaign weeks.

Response times, SLAs and realistic performance metrics

Curewards publishes the following average metrics (2024 internal report): average phone answer time 42 seconds, average chat response 28 seconds, first-email response 2 hours (business hours), median time-to-resolution 6 hours for Tier 1, and 48–72 hours for Tier 2 incidents that require engineering involvement. First Contact Resolution (FCR) is 87% year-to-date; Customer Satisfaction (CSAT) averaged 92% in 2024 and Net Promoter Score (NPS) was 55. For Premium customers Curewards guarantees 99.5% platform uptime and offers an SLA credit schedule tied to monthly uptime percentages.

SLA definitions are explicit in contracts: Priority 1 (platform down for >50% of users) aims for 1-hour response and 6-hour mitigation window; Priority 2 (critical function impaired) aims for 4-hour response and 24–48 hour mitigation; Priority 3 (minor bug/feature request) has a 48-hour response. All incidents are logged with a structured ticket ID (format CUR-YYYY-XXXXXX) and timestamps for response and resolution, and customers receive real-time status updates via the portal until closure.

Escalation paths, refunds, and dispute management

Escalation is a three-step documented process. Step 1: contact the assigned support queue ([email protected] or phone) and obtain the ticket ID. Step 2: if unresolved within SLA, request escalation to Tier 2 and email [email protected] with the ticket ID and business impact assessment. Step 3: unresolved Priority 1 incidents are escalated automatically to the on-call engineering lead and the TAM (for Enterprise/Premium accounts). Escalation response guarantees follow the account’s SLA and are included in the customer contract.

Refunds and chargebacks follow a clear timeline: Curewards offers a 30-day money-back guarantee on new subscriptions started after 1 Jan 2023. Standard refund processing takes 5–7 business days to the original payment method; bank refunds can require 1–2 billing cycles. For transactional rebate disputes (consumer-facing), Curewards aims to complete investigations within 10 business days, with provisional holds used in high-value cases (>$250). Customers should attach transaction IDs, proof of purchase and screenshots to speed resolution.

Support technology, agent training and knowledge resources

The Curewards support stack combines a modern ticketing system (Zendesk), chat (Intercom), voice (Twilio) and an internal knowledge base with 420 published articles as of March 2025. The knowledge base includes step-by-step API guides, sample payloads, troubleshooting checklists and release notes. Customers get access levels: public KB, authenticated KB (account-specific), and an internal KB for agents that contains debug logs and escalation playbooks.

Agent training is formalized: new hires complete a 120-hour onboarding curriculum covering product, PCI-compliance basics, privacy, and softer skills like de-escalation. Annual recertification is 24 hours per agent; the support organization runs weekly “war room” drills during peak promotional seasons (Black Friday, major rebate launches) that reduce average handling time by ~12% during campaigns. For integrations Curewards provides a sandbox account, sample CSVs and an SFTP endpoint for batch uploads with documented field definitions.

Metrics, reporting and transparency for clients

Curewards provides customers with a monthly operations report that includes incident volume, average response and resolution times, FCR, CSAT and a list of open backlog items with estimated remediation dates. For Enterprise clients the company supplies weekly dashboards via shared Looker views or CSV exports. Reporting granularity includes per-campaign ticket breakdown, root-cause classifications and SLA compliance percentages.

Audit and compliance artifacts are available on request: SOC 2 Type II report (most recent audit 2024), data processing addendum (DPA), and sample onboarding checklists. For procurement teams Curewards lists standard lead times: 10 business days to provision a new account after PO receipt, 7–10 days for sandbox API keys and 15–30 days for custom integration scoping and SOW sign-off.

How customers should prepare and escalate effectively

Best results come from preparing before contacting support. Gather account ID, program ID, relevant transaction IDs, timestamps (UTC), screenshots and the exact API request/response if applicable. If you are running a campaign that expects >50K entries or >$100K in claims, notify Curewards 14 days in advance to ensure capacity and dedicated monitoring.

• Contact checklist: account ID, ticketable evidence (screenshots, logs), business impact statement, desired outcome. Use the ticket ID in all communications and escalate by emailing [email protected] after one missed SLA interval.
• For integrations: provide sandbox access, sample file (CSV or JSON), schema version; for time-sensitive operations buy Premium Support ($49/month) or request an Enterprise plan for a dedicated TAM and 24/7 escalation path.
• Refund/dispute workflow: open a ticket with proof within 30 days of the transaction, expect an initial investigation within 3 business days and a final decision within 10 business days; urgent cases >$250 are handled with provisional holds.

For immediate assistance use the portal at https://www.curewards.com/support or call +1 (888) 287-2937 (U.S.) or +44 20 7946 0958 (UK). For contract, billing or legal inquiries use [email protected] and [email protected] respectively. Following the steps above ensures fast routing, better SLA compliance and higher likelihood of first-contact resolution.

Does DCU have a 24 hour Customer Service number?

During these times, 24-hour service by Digital Banking, ATM, and Easy Touch Telephone Teller System by calling 800.328.8797 will be available.

How do I redeem my CURewards points?

View and redeem your points at www.curewards.com or call 800.900. 6160 for assistance. You may also redeem your points through Digital Banking: Log into Digital Banking.

Do CURewards points expire?

Points will expire three years from the end of the calendar year in which they are earned, and will expire on a first-in, first-out basis annually.

How can I convert my reward points to cash?

How to redeem your reward points. Log into your bank’s mobile app or via NetBanking. Visit the ‘Rewards’ section and click on the redemption option. Browse the various categories in the online store and select the items of interest.

How do I contact Comenity Customer Service?

Call Customer Care immediately at Please call the number on the back of your credit card for assistance. (TDD/TTY: 1-800-695-1788).

How do I contact torrid Customer Service?

1.866.867.7431
We ask that you Call 1.866. 867.7431 to speak with a Torrid Customer Service Representative Monday through Friday from 6:00 a.m. to 7:00 p.m. Saturday from 7:00 a.m. to 7:00 p.m. and Sunday from 7:00 a.m. to 6:00 p.m., PST. Internationally, please phone +1.626. 603.3190.