Rebate FAQ

Rebates can be found in the MyAccount area, under “View Gift Certificate Balance.” You may have to log on first. They are NOT in the area at the bottom called “Rebate.” That’s for future rebates.

Thanks for all your orders in 2011! And thank you for your patience as we get through the kinks here. Almost all rebates posted with no problems, but a few things arose. Rest assured we have records of all your purchases and will absolutely get your total 5% ready for you in the next few days.

If you can’t log on or logged on and got less than you think you should have, there are a few possible explanations. Please read this before emailing, and when you do please include all useful info like names, email addresses, invoice numbers, customer numbers, significant purchases like frames and bikes.

1. The first thing that’s happening is that you may have used multiple email addresses over the years and your rebate was broken up between them. If you think this is the case, email me with your list of addresses and all the other pertinent info. Be sure to mention which one you want to use from now on. Use the subject line “multiple emails” when you do. I’ll combine them into one account with your total rebate.
   
   
2. You weren’t a paid up member, or your membership expired before June 2011. We gave everyone who expired a 6 month grace period, so if you bought a membership as long ago as June 2010, you got something. In order to be eligible for the rebate in the first place, you had to buy a membership. It was $20. If you bought a bike though, you should have gotten a free membership and a rebate.
   
   
3. You never registered on the new site after it launched in September 2011. If this is the case, I still imported your rebates and created new customer accounts for you. Email me with subject “password reset” and I’ll send you a new one.
   
   
4. You just can’t log in. Try running through the “forgot password” links to have a temp password emailed to you. Some passwords were reset when the rebates hit. My apologies for the inconvenience. The good news is that once in, you’ll see your rebate right there in “View Gift Certificate Balance.” 

This should the last of our rebate woes, because going forward, the rebates are live in that “Rebate” section of MyAccount and you cash them in whenever you want. Instead of the big annual import that always has a few snags.

I may be unavailable by phone as I sort through these few special cases. I can usually have your account audited within an hour of receiving the email. Thanks again.

~ dave[at]rivbike.com