Genuine Xerox Rewards FAQ’s
1. Joining the Genuine Xerox Rewards Program
Q. Why is Xerox offering this Rewards Program?
A. Xerox has learned over the years that Customers who use Xerox-Branded Supplies
are more likely to be satisfied with their equipment and more likely to buy from Xerox again. For this reason we want to promote the use of Genuine Xerox Supplies by rewarding Customers who are making the right choice to protect their equipment and getting years of reliable operation with the highest quality of printed output. Additionally we want to provide tools to help Customers validate that they have Genuine Xerox Supplies and not a counterfeit product.
Q. We don't spend much per year on supplies. Does it make any sense for us to join the Genuine Xerox Rewards program?
A. The Genuine Xerox Rewards Program is designed to have incentives and rewards
regardless of how much you spend on toner & solid ink for participating products. Reward points never expire as long as you remain active in the program. For smaller point balances we have exciting rewards such as music, movies, books, gift cards and video games. In the near future the program will be providing additional activities to help you generate more points.
Q. Are there any special incentives for joining the Genuine Xerox Rewards Program?
A. You are awarded 1,000 points for joining the Genuine Xerox Rewards program. You
also get 100 points for each Xerox Printer or MFP that you register with the program (you can only claim points for supplies of products you have registered with the program). Thus, if you sign-up and register three devices with the program, you will
earn a bonus of 1,300 points. Check to see which products are eligible.
2. Basic Program Questions:
Q. Are there program rules that I can review before joining?
A. The Genuine Xerox Rewards Terms & Conditions are available here. Enrollment and participation in the program constitutes your full and unconditional agreement to the Terms & Conditions. Your continued participation in the program constitutes your acceptance of any changes to the Terms & Conditions. You are responsible for remaining knowledgeable of any changes Xerox may make to the Terms & Conditions which is always accessible from your home page of the Genuine Xerox Rewards program. The current version will supersede all prior versions of the Terms & Conditions document.
Q. Where do I go to join the Genuine Xerox Rewards Program?
A. Joining the Genuine Xerox Rewards program can be done in one of two ways: (1) By
going to xerox.com/rewards directly. (2) Via the Product Registration process. When
you register your new Xerox Printer or MFP you can elect to join the Genuine Xerox Rewards program at that time and your registration information can be automatically transferred to your Rewards account. You can get to the Xerox Registration website by following the link onlineregister.com/xerox . If you are installing a new Xerox product you will be automatically directed to the registration page by the installation software.
Q. What is the difference between Personal and Business Accounts?
A. You can enroll as a Personal Account if you plan to register three or less items of
equipment. If you register four or more machines, you have to register as a Business Account. When you enroll as a Business you can register any number of equipment.
Q. We buy Xerox-Branded supplies for our non-Xerox printers but we actually don’t own any Xerox devices; can we participate in the Genuine Xerox Rewards program?
A. Yes. When you enroll, you just need to specify that you buy Xerox-Branded
Supplies for your non-Xerox devices. In this case, you are not required to register any equipment. Just enter the number from the Yellow Authentication Label found inside your toner box. From the example below you would enter the code: 12345678ABC.
Q. Do I have to buy Xerox Supplies directly from Xerox in order to participate in this Genuine Xerox Rewards program?
A. Not at all, you can buy Xerox Supplies from any seller you choose.
Q. How do I check and track my Genuine Xerox Rewards Account?
A. You access your account via the link xerox.com/rewards
Q. Once I sign-up and get my bonus, can I redeem my points immediately?
A. The Genuine Xerox Rewards program requires that you register at least one eligible
Xerox device and one supply item before you can redeem your bonus points. Also, there is a two-business-day waiting period before any redemptions can take place. Just make sure you have the receipts for any supplies you entered for points and retain receipts for one year.
Q. How do I find out about special offers and point promotions under the Genuine Xerox Rewards program?
A. If you visit the rewards site frequently at xerox.com/rewards you can learn about all ongoing offers and promotions. You can also elect to get information on double/triple point promotions, point sweepstakes, and point auctions via email. So be sure to check the rewards site regularly.
Q. Can any Xerox Supplies earn points in the Genuine Xerox Rewards program?
A. The program covers primarily solid ink, toners and many imaging units for Xerox
desktop printers and MFP's which are available for sale through Xerox Partners, Agents, Resellers, Concessionaires, Retail Stores, and eCommerce Websites. Xerox Supplies obtained through Metered or Managed Print Contracts are not eligible, since these supplies are included as part of the contract price. Toners for non-desktop devices such as production printers and A3 MFP's are currently not covered under this program. Check to see the list of eligible products. Maintenance kits, fusers, rollers, transfer belts and other long-life supplies do not currently participate in the program.
Q. Can I get points for Supplies that are not being used on the equipment that I registered with the Genuine Xerox Rewards program?
A. You can only gain point credit for Supplies that you are actually using, or plan to use
on your Xerox equipment. It is against program rules to enter Supplies for points if you don't intend to use the Supplies.
Q. Can Local, State or Federal Government employees participate in the Genuine Xerox Rewards program?
A. Government employees have strict sanctions against accepting anything that could
be construed as a "gift" from their vendors. Hence, government employees are not eligible to participate in the Genuine Xerox Rewards program.
3. Earning Points:
Q. How do I earn points from eligible supplies under this program?
A. Supplies eligible for the Genuine Xerox Rewards program will have an
Authentication Label on the carton. Each label has a unique number which you will need to enter in your Rewards Account web page in order to claim points. Points are awarded based on the Xerox Estimated Retail Price (ERP) for the supply item. So if a toner has a Xerox ERP of $199, you will be awarded 199 points when you enter that item. You will need to register your Xerox equipment with the program, as you can only claim points for supplies of equipment you have registered. When you first sign-up for the program, you will be asked to input your equipment serial number. If you've signed up via the Product Registration process, your device serial number is automatically added to your account.
Q. I just entered a supply item for which I paid more money than points I received. Shouldn't I earn 1 point for every dollar I spend?
A. Reward points are awarded based on the Xerox Estimated Retail Price (ERP) for the
item ($1 = 1 point). While Xerox works with its sales channels to establish suggested retail prices, sellers are ultimately free to charge prices they think the market will bear. Sometimes these prices may be higher and sometimes lower than the Xerox ERP.
Q. I just bought a Xerox toner cartridge from a wholesaler online and when I went to the Genuine Xerox Rewards site I got a much higher number of points. How does that work?
A. Points are awarded based on the Xerox Estimated Retail Price (ERP) for the item.
Even if you bought your supply item at a discount, you still get the full point value. If a supply item is part of a Double or Triple Point Promotion, you will get 2X or 3X the standard point value. Beware of very low prices for purportedly Genuine Xerox Supplies. They could be Counterfeits or Black Market items (illegally obtained). The Genuine Xerox Rewards site will be able to identify a likely Counterfeit Supply item so you can return it to your seller for an exchange or a refund.
Q. Is there a limitation on the number of Reward points that can be accumulated in any account?
A. There is no limit on the number of Reward points that any account can accumulate
over time. There is a restriction of no more than 100,000 points over a rolling 12-month period. If your account ever generates over 100,000 points in 12 months, you will simply have to add your new points in the following month.
Q. How do Promotional Codes Work in the Genuine Xerox Rewards program?
A. Promotional Codes enable you to generate more points for transactions in the
Genuine Xerox Rewards program. Codes can only be used when enrolling or registering new Equipment or Supplies with the program. These codes can be earned as a reward for participating in a survey, purchasing new equipment, or just for buying supplies from a Xerox Reseller. Codes will double or triple point values for registered Equipment or Supplies, or give out a fixed number of bonus points. Be on the lookout for these “promo codes” and be sure to ask your Reseller if they have a Genuine Xerox Rewards Promotional Code to offer.
4. Authentication Labels:
Q. What do Authentication Labels look like? Where do I find them? What is the information I need to input?
Xerox toner for Xerox machines
A. Authentication (Security) labels will always be found in front of Xerox Toner and
Solid Ink boxes and some Imaging Units. The labels are designed to be very visible, so you should have no trouble locating them. Authentication labels have a code number running horizontally along the top of the label with a 3-letter suffix at the end. In order to claim points you will need to enter the full label number (without any spaces). Looking at the example below, for this label you would enter the code BC2229597TCX. The characters are spaced on the label so they are easier to read. When inputting the code for reward points, there should be no spaces. Note that these labels are printed on a holographic substrate and have a silvery appearance.
In some cases, although the Authentication Code you entered is valid, you will also be asked to provide the supply item’s part number. It is sometimes referred to as the Xerox Reorder Number and it will need to be entered in order to complete the transaction. Xerox Part Numbers will always be found in front of Xerox Supplies cartons. See examples:
Xerox Toner for non-Xerox products (HP, Brother, Lexmark, Samsung, etc.)
The Yellow Authentication Label is found inside the toner box attached to the toner cartridge bag. The label is designed to be very visible, so you should have no trouble locating it. These authentication labels have a code number running horizontally along the bottom of the label with a 3-letter suffix at the end. In order to claim points you will need to enter the full label number (without any spaces). Looking at the example below, for this label you would enter the code 02225359FWQ.
Q. I have just purchased a toner cartridge from a Reseller and noticed that the Authentication Label has been obliterated so the number cannot be read. How do we claim points for this item?
A. In order to claim points for the Genuine Xerox Rewards program you need to enter
the authentication number from the label. You should contact your seller and ask for an exchange. Do not accept toner or solid ink cartons with missing or illegible authentication labels.
5. Redeeming Points:
Q. Can I redeem points for a reward and use is as a gift for someone else?
A. Yes. As part of the check-out process, just be sure to use the recipient's name &
address in the "Ship to:" section. Only in-country, domestic addresses are supported. For US that includes Alaska, Hawaii and APO/FPO/DPO addresses.
Q. Can we exchange points for Supplies or Service on our existing Xerox products?
A. Currently, reward points can only be redeemed for selected Xerox equipment. If you
are interested in service rewards, you may want to consider the Xerox eConcierge
Program . If you are a Customer under the Xerox eConcierge Program, you can also participate in the Genuine Xerox Rewards Program.
Q. If I am unhappy with a product reward that I redeemed with my points, can I return it for point credit?
A. If you are unhappy with a merchandise reward, you can have it exchanged for another, or returned for full point credit, provided it is returned in the same condition as received. Any downloadable product is not returnable. CD's, DVD's and books can only be returned for a like-for-like exchange in case of damage. Charitable donations, once submitted, cannot be taken back. If you need to make a return, contact the Genuine Xerox Rewards program at 1-888-339-3040 (Toll-free US & Canada) to make arrangements.
6. Special Situations:
Q. I am a Xerox employee and own Xerox equipment. Can I participate in the Genuine Xerox Rewards program?
A. No, Xerox Employees, Contractors or Family members are not allowed to participate
in the Genuine Xerox Rewards program.
Q. Can Xerox Partners (Distributors, Concessionaires, Resellers, etc.) participate in the Genuine Xerox Rewards program?
A. No, only end-user Customers can participate in the Genuine Xerox Rewards
program.
Q. How do I get my equipment serial number? Where is it?
A. The Xerox Serial Number (S/N) consists of 9 characters. The first three characters
(Examples: XAN020369, KPA123456, HBB102468). Here are the two ways to get your serial number; in both cases you will have to walk up to the equipment.
1. Serial Number Label: All Xerox printers and MFPs have a serial number (S/N) label attached to the device frame. This S/N label can generally be found by opening the front panel, however, the exact location varies by device. Click to access a document with all the serial number locations .
2. Device Control Panel: You can check your device serial number by going to the control panel. On printers one of the Main Menu items is "Information". You need to scroll to that line and press OK. On the following screen you will see "Printer
Identification" as a choice. Scroll down to it and press OK. The following screen will
have the serial number listed. On MFPs there is a physical button called "Machine
Status". If you press that button you will get an information screen where you will find
the serial number. On other models you will have to press a physical or electronic button that reads "System".
Q. In our company we have multiple Xerox devices and two people who order supplies. Can both of us sign-up for the Xerox Genuine Rewards program and share the same printer serial numbers in our respective accounts?
A. Each printer or MFP serial number can only be tied to a single account. Any toner or
solid ink item can only be claimed for points once. If two people buy supplies for Xerox devices at one site, the best thing to do is to split the devices between the two administrators, so each can sign-up with their own chosen equipment.
Q. If I join the Genuine Xerox Rewards program, am I going to be inundated with unwanted emails?
A. Your information will not be shared with any other companies outside of Xerox.
Check our Privacy Rules . We will limit communications to what's pertinent and relevant
to the program and your Xerox Products. Quarterly you will receive an email statement documenting your account activity. You can opt out of receiving Xerox new product and program offers but you cannot opt out of Genuine Xerox Reward program communications.
Q. We have seen banners for Xerox eConcierge, Xerox Direct Loyalty Programs. Are these all different programs? Are they mutually exclusive?
A. These are all different programs, reflecting different segments of the Xerox Business:
Xerox eConcierge offers free lifetime service if you buy a Xerox Printer/MFP, download the monitoring application and agree to buy Xerox Supplies from your Xerox Reseller or Xerox Direct. Xerox Direct offers discount coupons for frequent buyers at that Xerox eCommerce website. Finally, the Genuine Xerox Rewards program offers Customers the opportunity to accumulate points from purchasing Xerox Supplies in the open market, and redeem those points for Xerox or other exciting retail products. Customers can participate in all of them.
Q. What is the tax impact of rewards redemptions?
A. Tax law requires that an IRS form 1099 (Miscellaneous Income) be filed for
cumulative annual gains of $600 or more from any one source. This would apply to annual Genuine Xerox Rewards redemptions whose retail value exceed $600. While it is expected that most program participants will not be impacted by this requirement, if you are not a corporation and make redemptions with a retail value in excess of $600, you will be asked to fill out a W9 form. If you are a corporate participant (you work for a corporation) you are exempt from this requirement. Make sure that your program profile reflects the fact that you are a corporate participant, if applicable.
Q. We have an older Xerox printer which was registered with the Genuine Xerox Rewards program and I was able to submit toner purchases for points. Now I get an error message saying the toners are no longer eligible. What has happened?
A. When a product reaches its End of Service, it is considered obsolete and no longer
eligible to participate in the Genuine Xerox Rewards program. For most Xerox desktop products, End of Service occurs approximately 10 years after introduction when spare parts are no longer available. Xerox recommends that obsolete products be replaced with current products which offer newer technology and lower operating costs. The Genuine Xerox Rewards program will notify participants if any of their registered products is nearing End of Service.
Q. We purchased a toner cartridge for our Phaser printer and entered it for points. We later discovered that we already had one in our inventory so we returned it for a refund. We pride ourselves in being honest and we'd like the Reward points credit reversed. How do we get this done?
A. To get the matter resolved, just contact User Support or send us an email and we
will get an adjustment made. Be sure to go to your account page online and do a Reward Points History and jot down the serial number associated with the supplies entry. You will need to provide that information to facilitate the adjustment.
7. Inactive Accounts:
Q. Do Genuine Xerox Rewards points expire?
A. As long as an account is active, reward points will not expire. In order to keep an
account active you simply need to have at least one transaction per year. This can be accomplished by either registering one Equipment or Supply item for points, or performing a redemption.
Q. How do I activate an inactive account?
A. You can easily activate an inactive account by logging on to the account and
performing any of the activities described in question above. Just logging into an inactive account does not bring it back to active status. If your account has been inactive for some time, points older than 2 years will be expired.
8. Counterfeit Supplies:
Q. I've just purchased a toner cartridge online for my Xerox device and the carton has no Authentication Label. I think this is an eligible item. How can I claim my points?
A. Xerox exerts a very high level of quality control in the manufacturing of its solid inks
and toners. Refer to the Authentication Label topic to see what they look like. A toner or solid ink carton that has no Authentication Label is a potential counterfeit and should be immediately returned to the seller for credit. Do not take the risk of running your device with potentially counterfeit supplies.
Q. I purchased a supply item for my Xerox device online. The packaging looks perfectly fine and it has an Authentication Label. However, the rewards website will not accept the authentication number. What's wrong?
A. Counterfeiters have improved their methods over the years and many counterfeit
Supplies are hard to tell apart from the genuine article. Even Authentication labels are at times counterfeited. They don't have the security features of the real label but are often close enough to pass a quick visual test. What counterfeiters cannot duplicate are the randomized serial numbers which are scanned before shipment. Counterfeit labels may have a bogus number that will not match the shipment data base and will be rejected by the system. That is why you are being told your supply item is a potential counterfeit – and it should be returned to your seller for an exchange or credit.
©2014 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are registered trademarks of Xerox Corporation in the United States and/or other countries. BRXXXXX
