Month: January 2018

I Love SCM PROGRAM

FREQUENTLY ASKED QUESTIONS (FAQs)

I Love SCM Program FAQ (in line with Movement Control Order, 18th – 31st March 2020)

1. My SCM points are expiring on 31 March 2020 and I have yet to redeem. What should I do?

Don’t worry! All points expiry will be extended to 31 May 2020.

2. During the Movement Control Order period, I can’t collect points for my purchases as the concierge counter/ kiosks are closed. Am I still entitled for points collection after the mall reopens fully?

Yes, the receipts for purchases made during Movement Control Order period are entitled for points later.

3. Can I submit my receipts via e-mail to concierge@setiacitymall.com for points collection during the Movement Control Order period?

Sorry, all points collection for purchases made during Movement Control Order period can only be processed at LG Concierge Counter after the mall fully reopens.

4. Can I still redeem RM10 SCM Cash Voucher with only 1,300 points (instead of 1,600 points) after the Movement Control Period?

Yes, the promotion will be extended to 31 May 2020.

5. Am I still entitled for gift redemption for purchases made during the Movement Control Order period?

Sorry, there will be no gift redemption for purchases made during the Movement Control Order period.

6. My birthday is in March and I have yet to redeem my complimentary birthday voucher. Can I still redeem after the mall reopens fully?

Yes. The deadline for March birthday members to redeem the vouchers will be 30th April 2020.

7. My complimentary birthday voucher expires during the Movement Control Order period, will Luna Luna still accept my birthday voucher after the mall reopens fully?

Yes. The last day to redeem the voucher will be 30th April 2020.

 

Membership Account

1. What is I Love SCM Loyalty Program?

I Love SCM is a shoppers’ loyalty program that awards Members with SCM Points when they make their purchases at participating retailers’ stores. SCM Points can be used to redeem for SCM vouchers at the Concierge Counter.

2. What are the qualifying criteria for a I Love SCM program membership?

In order to apply for a membership, you need to:

• Be a residence of Malaysia – Must be at least 18 years of age on the year of registration
• Possess a Malaysian National Registration Identity Card, Employment Pass, Work Permit, or Dependant Pass issued by the Malaysian Government

3. How do I become a I Love SCM member?

Shoppers can sign up as a member via Concierge Counter at level LG when they spend a minimum of RM100 in a same-day single receipt at any outlet in Setia City Mall. Original receipts must be displayed upon sign up.

4. What information will I need to provide for the membership to sign up?

The required information will be your name, email and mailing address, mobile number, NRIC/ Passport number and birthdate

5. Is there a membership fee?

No. I Love SCM membership is free of charge.

6. What is the duration of my membership?

The I Love SCM membership is a lifetime membership unless the membership is terminated or suspended, there will be no expiry of the membership.

7. How long does it take for the membership to be activated?

Activation is immediate upon successful completion of the application. You can immediately start earning SCM Points. To be eligible for the Rewards redemption, please ensure that your details are accurate.

8. How do I update my personal particulars?

Updates of personal particulars can only be done via the Concierge Counter at Level LG.

9. How will my information (personal data) be used in the program?

Members’ information and contact details are used solely for administrative and marketing purposes associated with Setia City Mall. These may include but not limited to mailers, emails and SMSes. Members are responsible for updating their contact information and any changes thereafter.

10. Is the membership transferable?

No. Transfer of membership is not permitted under this program.

 

Rewards

1. How do I earn SCM Points?

Shop at any of our participating retailers’ stores and visit the Concierge Counter at level LG or our I Love SCM self-service kiosks located at Level LG & Level UG to clock in your receipts.

2. What is the minimum spend required to earn SCM Points?

You will need to make a minimum nett spending of RM20 in a single receipt to be eligible for SCM Points.

3. Can I combine receipts to meet the minimum spending to earn SCM Points?

No. Each receipt must be at least RM20 or above to earn SCM Points. Receipts below RM20 will be declined.

4. Can I get my friend to help me earn SCM Points?

No. Member has to present his/her personal photo identification in person.

5. What is the grace period for submission of receipts?

You will need to submit your receipts on the same day of purchase. Eg if the purchase is made on 17 Nov 2016, receipts must be submitted no later than 17 Nov 2016, 10.00pm. Receipts submitted after this period will be declined.

6. When will the SCM Points be credited to my account?

For points conversion submitted to the Concierge Counter, your points will be credited instantaneously unless it is submitted at the I Love SCM self-serviced kiosk, points will be credited to member’s account within seven (7) working days. A notification will be sent to member upon points credited to account.

7. How many receipts can I submit per day?

You can submit as much receipts as long as the receipts are a minimum of RM20 and on the same day of purchase. Do note that there is maximum cap of 1,000 SCM Points that you can earn in a single day.

8. What is the SCM Points allocation system for I Love SCM Program?

You will receive 1 SCM Point for every RM1 spent. However, for Parkson & Urbanfresh purchases, every RM5 spent earns 1 SCM point. SCM Points are accorded based on the nett purchase amount.

9. What is the maximum number of SCM Points that I can earn within a day?

You can earn a maximum of 1,000 SCM Points a day.

10. How many SCM Points do I need to exchange for cash vouchers?

SCM Points can be exchanged for SCM vouchers

SCM Points	Can be exchanged for	SCM Cash Voucher
800 points		RM5.00
1,600 points		RM10.00

11. Type of receipts I can submit?

Only original printed receipts for purchases made at Setia City Mall with a minimum spending of RM20 per receipt will be eligible for earning of SCM Points, except for the following:-

Money currency exchange at money changer, bank, automatic teller machine or financial service institutions; – Purchases of cash cards/ gift vouchers/ memberships/ insurance/ travellers’ cheques; – Transactions in relation to car park; – Payment of bills; – Rebate/ transactions for refundable deposit for services or products, trade-in of gold; – Duplicated receipts – Nets/ debit/ credit card transaction charge slips; – Purchase from pushcarts, atrium fairs by non-mall retailers), Cars International, are excluded.

12. What information should be captured in the receipt?

Receipts should contain the following information;- printed receipt/ tax invoice number with serialized number; – receipt’s date of issue; – the retailer’s name from Setia City Mall – description of the purchase(s) with prices for the item or service; and – nett amount paid

13. Can I submit hand-written receipts?

Yes, hand-written receipts can be accepted on a case-to-case basis. Receipts should contain all the necessary information stated in point 22.

14. If I have receipts that are given to me, can I submit them to earn SCM Points?

SCM Points will only be accorded for your own purchases. Setia City Mall reserves the right to cancel the membership of shoppers found using receipts other than their own purchases.

15. Can my friend and I submit the same receipts?

No. System will decline submission of the same receipt.

16. Can I submit receipts from purchase made before my membership is activated?

No. Only receipts from purchases made after your membership is activated can be submitted.

17. How can I check my SCM Points balance?

You can visit the Concierge Counter at Level LG to check your SCM Points with our friendly CSOs or you can check via the I Love SCM self-service kiosk or via our mobile app.

18. Why are my receipts declined?

• Receipt falls under the exclusion list stated in point 21
• Receipt has missing info as stated in point 22
• Receipt is less than RM20 in purchase value
• Receipt is submitted more than one day after day of purchase
• Duplicate receipts or receipts that has already submitted before
• Member has reached the daily cap of 1,000 SCM Points

 

Redemption

1. How do I redeem my SCM Cash Vouchers?

Present your NRIC or other valid proof of identity at the Concierge Counter located at Level LG.

2. Is there a cap on how much vouchers I can redeem in a day?

Yes, redemption of SCM Cash Vouchers is capped at maximum 16,000 SCM Points in a day. This is equivalent to RM100 worth of SCM vouchers.

3. I’ve change my mind. Can I refund my completed reward redemption?

SCM Points and SCM Cash Vouchers will not be refunded once redemptions have been completed. Rewards issued cannot be exchanged for other items.

4. What is the expiry date for the PP$?

All points earned in a calendar year will expire on 31 March of the following year. Members will need to redeem their SCM Points before the expiry. Member will also receive SMS reminder 1 month and 1 week before their SCM Points expires.

5. Can I combine the SCM Points earned in the previous year with the points earned in the current year for the purpose of redemption?

Points earned in the previous year have to be redeemed by 31 March of this year. Members can combine SCM Points from the previous year together with SCM Points earned in the current year to redeem available rewards.

6. Can I authorize someone to redeem on behalf of me?

No, redemption has to be redeemed in person.

7. If I have insufficient SCM Points, can I combine SCM Points with my family member or friend to make redemption?

No, SCM Points cannot be transferred between members.

 

General

1. Who should I contact if I require more information?

For any enquiries about the program, feel free to contact us at concierge@setiacitymall.com or speak to our friendly CSOs at the Concierge Counter.

 

Termination

1. How can I withdraw from the I Love SCM membership?

You can visit our Concierge Counter located at Level LG or contact us at concierge@setiacitymall.com. Membership will be terminated within 7 working days of your request. All SCM Points and associated benefits will be forfeited upon termination of the membership.

 

 

I Love SCM Terms & Conditions

1. SCM Rewards

• I Love SCM (“Program”) is a digital loyalty program managed by Lendleas e (“Management”) where Members can enjoy benefits and/ or privileges and accumulate SCM Points to enjoy Rewards at Setia City Mall (“Mall”).
• By participating in I Love SCM loyalty program, the Member agrees to all the terms & conditions of the Program as set forth herein, as well as subsequent amendments that the Management may make from time to time without prior notice (“Terms & Conditions”).

2. Eligibility

• All applicants must be at least eighteen (18) years of age on the date they activate their membership in order to be eligible for I Love SCM loyalty program membership. The Management reserves the right to request for proof of age at any time.
• The Management reserves the right to turn away any individual from this program without giving any reason whatsoever.

3. Membership Account

• Application for I Love SCM membership can be done at Concierge Counter located at Level LG. A membership activation process is required to be done in person at the Concierge Counter in order to be a I Love SCM loyalty program member (“Member”).
• The applicant must produce an original proof of purchase of RM100 spend within one (1) same-day receipt and original personal photo identification (including, but not limited to NRIC/Passport) at either Concierge Counter for the membership activation.
• Each Member will be issued with only one (1) membership account. SCM Points and other benefits under the account are strictly non-transferable.
• All memberships will start from the date of membership activation. With effect from 01 October 2015, all new and existing Members will enjoy a lifetime membership for the Program, while SCM Points earned will have a separate validity period (see below). The Management however reserves the right to impose an expiry date on any membership account at any time without giving any reason whatsoever.

4. SCM Points

• A Member may start earning and accumulating SCM Points upon successful activation of his/her I Love SCM membership.
• A Member can earn SCM Points by either:
  (a) Presenting his/her original proof of purchase (for same day purchase) at the Concierge Counter. SCM Points earned will be credited immediately into the respective Member’s account.
  (b) Using the I Love SCM Rewards Self-Serve Kiosks at designated locations in the Mall to submit an image of the original proof of purchase for purchases made within 24 hours from day of purchase. It will take up to 7 days to process such submission.
• Status of submission via the I Love SCM Rewards Self-Serve Kiosk will be available within the App . An email or notification may also be sent to the respective Member when SCM Points are awarded. • Members may also view their point balance by using the I Love SCM Rewards Self-Serve Kiosk.
• For submission of the proof of purchase via the I Love SCM Rewards Self-Serve Kiosk, the corresponding SCM Points will only be awarded if the image of the proof of purchase is clear and submitted in accordance to the instructions specified in the I Love SCM Rewards Self-Serve Kiosk.
• If the image of the proof of purchase submitted via the I Love SCM Rewards Self-Serve Kiosk is unclear or incomplete, the Member may be given an additional chance to resubmit the same receipt via the Self-Serve Kiosk within 7 days from the declined date of the initial receipt submission. It is the responsibility of the Members to check the status of the receipts submission via the Self-Serve Kiosk to qualify for the 7 days resubmission grace period. Such receipt submission can only be done via the
  Self-Serve Kiosk or at the Concierge Counter. I Love SCM Rewards Self-Serve Kiosk will not accept any re-submission of receipt(s) and such re-submitted receipt(s) will deemed to have been declined. • Any re-submitted receipt image will be checked against the initial receipt image when it has been successfully submitted via the Self-Serve Kiosk for processing. It will take up to 7 days to process any re-submitted receipt image.
• Original proof of purchase that has been submitted previously cannot be used to earn SCM Points again. Members should keep the proof of purchase for a minimum of 7 days or up till the point when the SCM Points have been credited to their account.
• Earning of SCM Points can only be done at participating retailers. Full list of participating retailers is available on the Website.
• All proof of purchases presented and claimed at the Concierge Counter by a Member shall be considered to be final and ultimately determine the amount of SCM Points the Member shall earn notwithstanding the earlier submission of the same proof of purchase by the Member through the
  I Love SCM Rewards Self-Serve Kiosk.
• A Member will earn 1 SCM Point for every RM1 spent at the Mall if he/she meets the minimum spend requirement of RM20 nett, excluding any payment by vouchers, in a single receipt.
• A Member can earn a maximum of 1,000 SCM Points per day, regardless of the actual amount spent or total value of the receipts presented.
• A Member shall earn a minimum of 20 Jem SCM Points (up to a maximum of 1,000 SCM Points) per I Love SCM Rewards transaction, unless otherwise stated.
• Earning of SCM Points applies strictly to purchases made by the Member only. The Member shall not be entitled to any SCM Points for purchases made by other persons.
• For spend amounts that include a cent value of RM0.49 or less, SCM Points earned will be rounded down to the nearest number. For instance, if a Member spends RM50.49, he/she will receive 50 SCM Points.
• For spend amounts that include a cent value of RM0.S0 or more, SCM Points earned will be rounded up to the nearest number. For instance, if a Member spends RM50.51, he/she will receive 51 SCM Points. SCM Points earned do not have any monetary value, and can only be used as currency for redemption of rewards under this Program.
• All original proof of purchase used to earn SCM Points either at the Concierge Counter or I Love SCM Rewards Self-Serve Kiosk must be kept by the Member until the SCM Points from the proof of purchase are credited into the Member‘s account.
• All purchases made at retail, food and beverage and service outlets within the Mall are eligible for earning of SCM Points. Transactions made at money-changing facilities, top-up card machines or use of any form of top-ups including without limitation, addition to any top-up cards or any purchases offset using top-up and/or points from credit/debit cards, transactions in relation to car park, purchases of cash cards/ gift vouchers/ memberships/ insurances/ travellers’ cheques, payment of bills at any SCM outlet, or transactions made at atrium fairs (by non-Mall retailers) are EXCLUDED.
• SCM Points earned in a calendar year (ie: Jan — Dec) will expire on 31 March of the following year. A bonus three(3) months grace period till 31 Mar will be given to redeem SCM Points into SCM Cash Vouchers
• The Management shall endeavour to notify the Member of his/her expiring SCM Points prior to the expiry date if member opts in to receive communication from Setia Citythe Mall.
• SCM Points and benefits shall automatically expire or be forfeited upon the expiry date of the SCM Points regardless of whether the Member has received prior notice.

5. Redemption of SCM Points

• A Member can redeem his/her SCM Points for any reward, subject to its availability.
• Rewards may be in the form of SCM Cash Vouchers in physical paper versions, Tenants‘ Gift Vouchers, or physical Gifts, and are available on a first-come, first-served basis.
• Redemption can be made at the Concierge Counter.
• Redemption is not available via the I Love SCM Rewards Self-Serve Kiosk.
• SCM Points that have been redeemed for a reward cannot be reversed.
• Upon redemption of SCM Points, a reward cannot be withdrawn, replaced, extended or exchanged for cash or any other reward.
• Any shopping voucher reward shall only be valid for use at the specified store in the Mall. The Member shall further abide by any other terms and conditions stated on the shopping voucher.

6. Rewarding of High Value Shoppers

• The Management will reward selected high value shoppers on a time to time basis/ time deemed appropriate by the Management.
• Selection of high value shoppers will be at the discretion of the Management
• Selected high value shoppers will be contacted via email or phone.
• For rewards that require collection at the Concierge Counter, I Love SCM Rewards Members must be physically present and must show an original personal photo identification (including, but not limited to NRIC/Passport) and the original proof of purchase during redemption.
• Rewards are not redeemable for cash, credit or otherwise. Refunds and/or exchanges will not be entertained. Management reserves the rights to award any, or all, of the rewards to substitute winners if the original winner remains uncontactable after three (3) attempts to establish contact via phone and/or email.

7. Discretion

• The Management shall not be liable to any Member for any error, omission, delay or loss of SCM Points as a result of technical malfunction or any error attributed to the Mall’s staff, employees, agents or service providers.
• The Management reserves the right to add, edit or remove any Reward from time to time. The Management reserves the right to suspend any Member‘s account and/or forfeit his/her SCM Points under the account without prior notice if Member breaches any of these Terms & Conditions or is suspected to have abused the benefits of the Program.
• The Management further reserves the right to take any corrective or preventive actions to any Member and his/her account as it deems fit in order to ensure the continued operation of The Program and/or protect the interests of other Members.
• The Management makes no warranty to the condition of all Rewards and will not be liable for any loss or injury that is incurred by the Member or by any third-party arising from the use of the Reward.
• The Management reserves the right to amend the benefits and Terms & Conditions of this Program from time to time without prior notice. The Management also reserves all rights, including but not limited to, the right to amend or terminate any Membership or the entire Program at any time without prior notice. The Member agrees to be bound by the decision of the Management without demanding any compensation whatsoever.
• The decisions of the Management on all matters regarding the program shall be final and conclusive. No correspondence shall be entertained.
• Members agree that the Mall and its service providers shall use any information collected from the Members to operate or improve the program.
• Members agree to receive promotional materials from the Mall, including but not limited to mailers, emails and SMSes. Members are responsible for updating their contact information and any changes thereafter.