Client Center FAQ

The Client Center is a tool we have created for our Clients. It allows you to:

• Monitor current sales while Deal is live for purchase

• View member purchase list in real time

• View recent payment activity by date and deal

• Have visibility into purchase statistics and mapping pinpoints

• See what members are saying about their experience through member feedback

• View feedback rating score to track the success of the deal

The Client Center has five components:

1. Vouchers

2. Statistics

3. Payments

4. Feedback

5. FAQ

Client Center FAQ Vouchers

What do my vouchers look like?

There are four different formats for your vouchers:

o Standard voucher o Email gift voucher (purchased and sent as a gift via email) o Gift pack voucher (voucher on heavy card stock sent mailed as a gift) o Mobile voucher (presented on a mobile device)

Standard Voucher*:

Client Center FAQ

Email gift voucher*:

Gift pack voucher:

Client Center FAQ Mobile voucher:

*The standard voucher and the email gift voucher can be presented on paper or through the Travelzoo app on a

member’s mobile device.

Client Center FAQ

How many vouchers have been sold, redeemed or refunded (if applicable)?

The vouchers tab allows you to see how many vouchers have been sold for each deal that you have published with

us. You can also see how many vouchers you have redeemed to date and how many outstanding valid vouchers

remain.

Vouchers are displayed in your Client Center as one of the following statuses:

Valid: Voucher that has not yet been redeemed for service.

Redeemed: Voucher had already been used for service.

Refunded: Voucher was refunded and should not be accepted for service.

No Longer Valid: This is only valid for EU clients

You can filter by status by checking the Valid, Refunded or Redeemed boxes.

Client Center FAQ You can find the vouchers for deals that have passed the expiry date but you still need to redeem by clicking on the

View Your Expired Deals link.

Marking Vouchers as having a Reservation

You can mark a voucher as having a reservation and note the reservation date for your reference.

Just click on Reserve and this pops a dialogue box, allowing you to enter the reservation date.

Please note: You should not enter any personal information about the member here, only the reservation date.

This is noted as such on the Vouchers tab:

Client Center FAQ

You still need to mark the voucher as redeemed to ensure payment and you should not redeem the voucher before

the member has their experience.

Where do I see the Expiry Date?

Redeeming Vouchers

What are the benefits of redeeming vouchers?

Customer Feedback: Redeeming a voucher generates customer feedback and a positive customer

feedback rating (please see Customer Feedback rating below). This will allow real-time visibility into customers’ current thoughts about their experience. What they truly enjoyed and any areas for improvement. Customers like being asked for feedback because it shows we value their opinion and are committed to keeping them as a customer (and are more likely to repeat)

Fraud Protection. Zero risk of accepting a refunded or previously used voucher. Redeeming vouchers helps protect you from accepting a voucher more than once, as it will be marked as redeemed in the Client Center as well as in the customer’s account so they cannot present it again for redemption

Stats: Real-time visibility into remaining unredeemed vouchers in your Client Center.

How do I redeem vouchers?

We offer you three ways to redeem vouchers presented by your You have three ways to redeem vouchers presented by our shared customers for their Travelzoo experience: Option 1: Merchant Scanner App for iPhone or Android

Client Center FAQ

Option 2: Mobile redemption Mobile redemption is a very easy process, the member displays the voucher on their phone and you need only click the Redeem Now button, confirm you want to redeem and the voucher is redeemed. It automatically updates the voucher status in the Client Center.

Option 3: Client Center (www.travelzoo.biz) Select the voucher look up tab to search for vouchers by a customer’s last name or voucher number and redeem by entering the unique four-digit PIN code located on the customer’s voucher. This PIN code is unique to each voucher purchased and is not related to the four-digit mobile code.

Client Center FAQ

You will enter the four-digit PIN code to the right of the customer’s voucher number and then select “redeem”.

Client Center FAQ Statistics

The statistics tab displays purchases made within specific zip codes with heat mapping pinpoints for each deal. You

can zoom in or out and view all or some of your deals individually.

Payments

How & when do I get paid?

We must have a W-9 on file for you before your first payment can be released. If you have not yet completed one,

please contact Client Services for assistance: ClientServicesNA@travelzoo.com

If you have completed a W-9 and have not yet received your first payment, your payment terms can be found on the

first page of the Merchant Agreement you signed with us prior to your deal going live.

Payments are sent in the form of a check. If you would like to enrol in direct deposit please contact

ClientServicesNA@travelzoo.com for assistance.

If you have received your first payment, you can review payment details under the Payment tab.

Client Center FAQ

What is my payment for?

The payments tab provides you with a breakdown of your payments as well as visibility into your next payment date,

payment terms and balance due.

You can also see how your different deals are or have performed by looking at the Deal Performance Report.

Client Center FAQ

The payment details section of the Payment tab will provide you with a line by line breakdown of the payments you

have received.

Client Center FAQ

Feedback

Where can I see Customer Feedback?

Feedback is viewable in two locations.

1. Your Deal Page: For clients who have accumulated at least 5 reviews, we will display your rating as a highlight on your Deal Page like this:

2. Your Feedback Tab: Total responses represent the aggregate score for all the Deals you’ve run with us. If you’ve run both Voucher and Media Deals, you’ll see the feedback displayed in a section for each (Deals, Media). You also can click into an individual deal to see the detail and the customer comments.

Client Center FAQ

How is Customer Feedback generated?

When you redeem a voucher - by any redemption option available - we send an email within 24 hours to the customer asking if they enjoyed their experience. The customer selects “Yes I Did” or “Not Really” and completes a short survey. The survey feedback is immediately visible in your Travelzoo Client Center. You’ll see an overall customer rating for all your Deals, individual ratings at the deal level, star ratings for service attributes and customer comments.

I can’t see any feedback in the Client Center. Why not?

You must redeem vouchers in order to trigger the customer feedback email to be sent to customers. If this is

your first Deal with Travelzoo and your Deal has just been published, you’ll be able to collect feedback

during the redemption period as you redeem vouchers.

Are customer comments visible to the public?

Yes, if at least five customers have submitted comments with the feedback survey, we will display the

comments on your Deal Page. These reviews have been submitted by people who have actually visited your

establishment and are not solicited from any third party. Only reviews submitted with customer consent to

share his/her comments with other subscribers will be displayed. Reviews will be displayed at the bottom of

the Deal Page in the “Reviews” tab.

Client Center FAQ

How do I know when new feedback has been submitted?

You can review your customer feedback in real time through your Client Center account. Additionally, should

any of your individual Deals rate less than 80% (with 15% of your sold vouchers redeemed) we’ll notify you

via email. We’ll also tell you once a month when your Deals are performing better than 95%!

I saw a negative comment and I want to make it right for the customer!

If you would like to reach out to a customer, click on “Request customer contact” next to the feedback in the

Client Center and Travelzoo will notify the customer via email on your behalf that you wish to contact

him/her. For privacy reasons, we are not able to share the customer’s contact details - instead, we share the

email address associated with your Client Center account with the customer. You will have one opportunity

to reach out to a customer and the customer’s response is voluntary.

I saw feedback that isn’t true and I want it removed.

If you believe a review is fraudulent or inappropriate, please report it to our Travelzoo Customer Service

Team in the US and CA: support@travelzoo.com.

We will research the matter and remove the review if we confirm that it violates our Terms and Conditions or

Travelzoo’s internal review guidelines. However, we may not remove a review simply because there is a

disagreement about its contents. Reviews and ratings displayed are the subjective opinions of customers

and do not represent or reflect Travelzoo’s position. In no event shall Travelzoo be held liable for any

damages of any sort resulting from the display of any reviews.

Client Center FAQ

3. Why are some of my reviews marked as Hidden in the Client Center?

When reviewing feedback in your Client Center account, you may see comments marked as “Hidden”. This

may occur for one of two reasons: 1) The customer did not give permission to post the feedback publicly, or

2) the review was hidden because it contains inappropriate content as per Travelzoo’s moderation

guidelines. Hidden content is only visible in the Client Center and is not visible to the public on your Deal

Page.

Refunds

What is the Travelzoo refund policy?

Customers are eligible to receive a refund within 7 days of purchase for all non-date-specific voucher purchases.

In addition, as an investment in customer retention, a refund may be granted outside of our 7-day policy should one

of the following occur:

• Merchant misconduct

• Travelzoo error

• Business closure

• Medical/death

• Discretionary

As appropriate, we will work with you to resolve customer refund requests outside of our 7-day refund policy. We will

look for a response from you within two business days in order resolve the customer issues at hand. If we do not

hear from you, we will make a discretionary decision that could result in a refund. Refund decisions are final.

Customer Support & Outreach

Where can I direct customers if they have a questions about the deal or need help from Travelzoo?

If customers have questions about their voucher or need assistance, please direct them to contact Travelzoo

Support:

(877) 665-0000 Email - support@travelzoo.com Monday-Friday, 9:00 a.m. - 9:00 p.m. ET

Client Center FAQ Prior to Your Deal Expiring

Do you remind customers when their voucher expires?

Once your Deal is 40% through the redemption window, we will send out a friendly email reminder to all

unredeemed Travelzoo voucher holders. We’ll then send a second one at 65% of the way through the

redemption period. These emails remind our shared customers to use their voucher prior to its expiry date, if

they have not done so already.

The email is sent over the course of 5 days in an effort to alleviate high call volume for you.

Customers are directed back to the “how to use” section of their voucher to follow redemption instructions.

After Your Deal Expires

What are my obligations after my deal’s promotional offer has expired? It’s important to remember that while the voucher loses its promotional offer value, the amount the customer paid –

the base value – does not expire. This means if a customer did not redeem their voucher for their experience before

the expiration date, they can present their voucher for a credit, in the amount they paid for the voucher, after it has

expired.

Both federal and state laws regulate gift certificates, as well as the enforcement of these laws. For customer service reasons, and in order to have a uniform, and customer friendly product, Travelzoo terms explicitly state that the paid portion of the vouchers never expire.

What does this mean for Travelzoo’s participating Clients? The “no expiration” policy for the base value of the voucher makes the vouchers much more desirable for consumers and builds positive relationship between Merchants and their customers, and reduces complaints and the risk of litigation.

As a Client, you are required to accept vouchers after the promotional period have expired, only in the amount of what the customer paid for the voucher (voucher base value).

Travelzoo cannot offer tax or legal advice regarding these laws or their enforcement.

We refer our mutual customers with unused vouchers back to Clients post expiry to inquire about redemption options.

Client Support

Who can I call if I have additional questions? Your Client Services team is available to assist and can be reached through email or phone:

Email: ClientServicesUS@travelzoo.com Email: ClientServicesCA@travelzoo.com Phone: (312) 768-6165