11/26/2010 Talisma Customer Interaction Manage…

11:18:03 : Connected to chat.staplesrew ards.com

11:18:03 : Session ID: 39248

11:18:03 : Choong: Initial Question/Comment: how long w ill it take for me to be able to redeem rew ards for older transactions that w ent
missing?

11:18:08 : Welcome to Staples Rew ards Live Help!

11:18:08 : A Customer Service Agent w ill be w ith you shortly

11:26:03 : Sarah R. has joined this session!

11:26:03 : Connected w ith Sarah R.. Your Reference Number for this chat is 39248.

11:26:33 : Sarah R.: Hi Choong. Sorry for the delay.

11:27:08 : Sarah R.: What do you mean by "Older transactions that w ent missing?"

11:28:42 : Choong: hi Sarah

11:29:14 : Choong: I mean I made some purchases that qualified me for rew ards but ended up never show ing up in my rew ards
account

11:29:56 : Choong: and I just submitted a receipt request and w as w ondering how long it w ould take for me to be able to redeem these
rew ards, especially since the purchases w ere made in August

11:30:34 : Sarah R.: During August, you earned a $14.50 standard Rew ard. $8.99 of this Rew ard amount is for the USB flash drive you
purchased.

11:30:47 : Choong: yes, and I had made other purchases as w ell

11:30:47 : Sarah R.: August standard Rew ards w ere issued on September 15 and delivery can take up to three w eeks. By now , you
should have received this Rew ard.

You are able to print a copy of this Rew ard from our w ebsite. To view and print your eStatement, please follow these directions:

1. Select the “My eStatements” option listed under the “My Rew ards” section of our w ebsite.
2. To view a specific eStatement, click directly on the blue, underlined date.
3. Click the “Print Rew ard” option to print your eStatement.

If you w ish to redeem your eStatement at Staples.com, please select the “Redeem Online” option. You w ill be redirected to
Staples.com.

11:31:01 : Choong: that ended up not appearing

11:31:41 : Choong: like this one: 9206959139

11:31:41 : Sarah R.: Three purchases tracked to your Rew ards account during August. One on August 13, and tw o on August 16.

11:32:34 : Sarah R.: Order number tracked to your Rew ards account on August 13.

11:32:54 : Sarah R.: The purchase is listed online, under the "View Your Purchases" section of our w ebsite.

11:33:39 : Sarah R.: Orders 9206998651 and 9206997663 tracked to your account on August 16.

11:34:22 : Choong: how about the purchase # I just cited?

11:35:14 : Sarah R.: Order number 9206959139 tracked to your account on August 13. It is listed online.

11:36:39 : Sarah R.: Sorry, please ignore the previous statement regarding a USB flash drive purchase. That w as regarding a different

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Rew ards account.

11:36:59 : Sarah R.: The $14.50 Rew ard you earned during August is for your paper purchases, less coupons.

11:37:09 : Sarah R.: Do you have any additional questions about the program or is there anything else w e can help you w ith today?

11:37:22 : Choong: how do I calculate the rew ards received for these purchases, since $5.50 seems somew hat small for having spent
144.36 on paper

11:37:41 : Choong: oh ok

11:37:59 : Choong: so the entire amount of 14.50 is for paper

11:38:08 : Choong: w hat happened to the rew ards for the usb flash drive I bought?

11:38:44 : Sarah R.: Yes. Rew ards are calculated after coupon deduction. After coupons, you paid $144.36 for the paper. You earned
10% based on that amount.

11:39:20 : Sarah R.: We do not have record of the USB flash drive you purchased in August.

11:39:29 : Sarah R.: Was it an in-store or online purchase?

11:39:50 : Choong: it w as an online purchase

11:40:04 : Sarah R.: What is the order number?

11:40:38 : Choong: one second please

11:41:07 : Choong: 9206959081

11:42:14 : Sarah R.: Since order number 9206959081 w as sent in three shipments, the USB flash drive shipment w as not properly
credited to your Rew ards account. Please verify your current mailing address and w e w ill issue you a $9 Rew ard for the purchase.

11:42:33 : Choong: how about the 10% rew ard for the paper?

11:43:17 : Choong: the billing address is 3235 N Michigan ave Portland, OR 97227

11:43:38 : Choong: delivery address is 3921 Wilshire Blvd L.A. CA 90010

11:43:44 : Choong: Ste 417

11:43:54 : Sarah R.: We w ill also issue you a $4.69 Rew ard for the paper you purchased during that order.

11:44:00 : Sarah R.: To ensure you receive proper Rew ards credit for your online purchases, please save your Rew ards number to
your Staples.com profile by follow ing these directions:

1. Go to w w w .Staples.com.
2. Login to your account.
3. Move your mouse over to the "My Account" tab at the top of the page.
4. Select "Personal Information" in the drop-dow n menu.
5. Enter your Rew ards number into the "Staples Rew ards, Staples Teacher Rew ards, Tax Exempt, Customer Number" field.
6. Click "Continue" for the information to save.

For additional assistance regarding this process, please call the Staples.com Help Desk at 1-800-378-2753, and select option 4.

11:44:49 : Choong: thank you very much

11:45:09 : Sarah R.: You're w elcome. Please allow 7 to 10 business days for delivery of your Rew ards.

11:45:43 : Choong: may I ask w hen these expire?

11:45:55 : Choong: and are they available for online redemption?

11:46:24 : Sarah R.: The expiration date of the tw o Rew ards is May 26, 2010. Once received, you can apply the coupons to an online
order.

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11:46:34 : Choong: thank you Sarah

11:46:46 : Choong: have a good day

11:46:49 : The session has ended!

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