Q1 – I entered my friend’s name, and it didn’t work
Answer - This could be for several reasons. It could be because their friend never registered for the refer-a-friend scheme. It could be because they are entering a nickname (that the system doesn’t recognise) rather than the name they registered with, or it could be because there is more than one person with the same name signed up.
Action – Refer to a TL to check if the system has recorded the approval.
Q2 – I haven’t received my referral reward yet?
Answer – If the customers friend has placed an order with Holland & Barrett but the referee is still waiting for the reward, it’s likely for one of the following reasons:
- They haven’t followed their friends link, or they have entered the name incorrectly at the checkout.
- The email address the customer has used to claim their offer is different to the one used to make a purchase.
- There is a waiting period for the offer to become valid (24 hours)
Action – Refer to a TL to confirm the purchase and trigger the reward email.
Q3 – My reward code is not working.
Answer – Check with the customer that:
- Their purchase meets the offer terms
- They are not using the code alongside another code or promotion (Rewards codes CANNOT be stacked)
- There are no spelling mistakes, or a space entered after the code.
Q4 – How does Mention Me use my data?
Answer – Mention Me are fully GDPR compliant and committed to protecting a customer’s personal data.
Mention Me are the data processors and H&B are the data controllers.
The data belongs to H&B and Mention Me process this on our behalf.
Their data processing agreement (DPA) sets out this relationship as well as the technical and organisational measures they take to protect our data.
They also have a data protection officer (DPO) who oversees data protection ay Mention Me.
Q5 – Can I control how Mention Me uses my data?
Answer – Yes, we can make three types of GDPR to Mention Me.
- Right to be forgotten – They can delete all the information they hold.
- Subject Access Request – They want us to share a file with all the information we hold on them.
- Unsubscribe – They want to unsubscribe from receiving marketing communications.
Q6 – I referred lots of people, but I only got 5 vouchers.
Answer - This may be because only five new customers ended up buying or it may be because they have reached the limit set within the terms and conditions. The terms and conditions state that customers can only make a certain number of referrals in a 24-hour period and within a year. This is to stop people from taking advantage of the programme.
Q7 – Are there any products excluded from the 25% discount?
Answer – Yes, excludes Protein Powders, Protein Bars, Pre-Workout, Outlet, At-Home Testing Kits, H&B&Me Tests, Rheal, H&B Vitamins & Supplements Value range, The Gift of Sweet Dreams (sku: 069598), The Gift of Self Care (sku: 069599), Black Friday Beauty Mystery Bundle £10 (sku:077526), Black Friday Beauty Mystery Bundle £20 (sku: 077527), Symprove, Optibac and the medicine & healthcare range.
Q8 – Can the offer be used with RFL points?
Answer – Yes, RFL points CAN be redeemed alongside the Mention me 25% offer.