FAQS


Marriott Rewards MORE™ was discontinued on November 15, 2018. But don’t worry—there are still so many ways to redeem. Shop, book stays and enjoy exclusive experiences, all using your points.


Marriott International, Inc. and its subsidiaries offer travelers a choice of three frequent travel programs: the Marriott Rewards® Program, The Ritz-Carlton Rewards Program and the Starwood Preferred Guest® Program. Effective August 1, 2018, the Marriott Rewards Program, The Ritz-Carlton Rewards Program, and the SPG Program will keep their separate names for the time being but will function as one program (the “Loyalty Program”) operating under the same terms and conditions.


Any time “Points” are mentioned in these FAQs, such reference applies to points issued by the Loyalty Program.


Deleting the browser extension


Can I delete the browser extension from my computer?


Yes. You can delete the browser extension at any time. Simply go to your browser settings, and remove or uninstall the Marriott Rewards MORE extension.


Order status


What if I didn’t receive an order confirmation?


After you complete your order, you will receive two order confirmation emails: one from the retailer and one from Marriott Rewards MORE. If you cannot find the order confirmation emails in your Inbox, please check your spam or junk email folder. Sometimes email clients don't recognize email messages from certain sources.

If you do not receive an order confirmation email from the retailer within the expected time as indicated by the retailer, it means the order was not placed successfully. Please contact the retailer.

If you received an order confirmation email from the retailer but not from Marriott Rewards MORE, and it has been more than 30 minutes since placing your order, please email moresupport@engagepeople.com. Please include a copy of your order confirmation email from the retailer. If the date of the transaction and the transaction amount are not included in the retailer’s order confirmation email, please include those details, as well.


Where can I check on my order status?


You can view your order status on the retailer site.


What if I can't find my order?


It is possible that your order was not completed on the retailer's website. At the end of the checkout process, you should be given an order confirmation number. This order confirmation number will also be sent to you via email.

If you cannot find your order, or your order confirmation email, please contact the retailer.

In the event the retailer is unable to assist you, please email moresupport@engagepeople.com.


Shipping


How can I find the estimated delivery time and tracking for my order?


For specific delivery details about your order, please refer to the retailer’s product page for the item you ordered, or refer to the order confirmation email you received from the retailer.


What shipping methods are available?


Shipping methods are subject to the shipping terms and conditions of the participating retailer site.


How can I find a missing package that shows as delivered?


If your tracking information shows that your package was delivered, but you have not received it, please contact the retailer.


How can I find a missing item?


If an item is missing from your package, it may have been shipped separately. Please contact the retailer for verification of a separate shipment.


What happens if my package was deemed undeliverable?


Occasionally packages are returned to the retailer as undeliverable. When the carrier returns an undeliverable package, the retailer will reverse the purchase transaction and you will receive your refund in the same currency you used to make your purchase.


Return process


Can I return an item I purchased using my Points?


Yes. An item can be returned directly to the online retailer from which it was purchased. Marriott Rewards MORE does not process or handle returns.

After the retailer has completed the return, your purchase transaction will be reversed and you will receive your refund in the same currency that you used to make your purchase. If you purchased the item using Points, your Points will be returned to your Points balance. If you paid for a portion of your purchase using your credit card, your credit card account will be credited with the appropriate return amount. For the portion purchased by credit card, your credit card account will be credited with the amount in local currency corresponding to the value in US funds that you paid for your item during your purchase transaction. The exact amount in local currency returned to your credit card account can be impacted by fluctuating foreign exchange rates and thus may not correspond exactly to the amount in local currency you were charged to complete your purchase transaction.

Note: Marriott Rewards MORE was discontinued on November 15, 2018. If you choose to return your purchase(s) after this date, you can still return the item(s) directly to the online retailer from which it was purchased in accordance with the retailer’s return policy. After November 15, 2018, the Points refund process will continue as stated above until December 31, 2018. If you choose to return an item purchased with Points after December 31, 2018, please contact moresupport@engagepeople.com with documentation showing your Points redemption purchase and also your return confirmation from the retailer to request your Points refund. It will take 3-5 business days from the time you request your Points refund for the Points to be restored to your balance. Please Note: You will not be able to receive a Points refund after April 10, 2019, even if the retailer accepts your return.


What happens if I return only some of the items in my order?


If you purchased more than one item and returned only some of the items you purchased, your Points balance and/or your credit card will be credited only for the cost of the items that you returned.


How long does it take for returned Points to appear in my Points balance and/or the purchase amount to be credited to my credit card?


After the retailer has processed a return, it will take up to 2 business days for your Points to be restored to your Points balance and/or your credit card account to be credited with the return amount.

You will receive an email from Marriott Rewards MORE to notify you when this has occurred.

Note: If you choose to return an item purchased with Points after December 31, 2018, please contact moresupport@engagepeople.com with documentation showing your Points redemption purchase and also your return confirmation from the retailer to request your Points refund. It will take 3-5 business days from the time you request your Points refund for the Points to be restored to your balance. Please Note: You will not be able to receive a Points refund after April 10, 2019, even if the retailer accepts your return.


Can I exchange my order?


Exchanges can be processed by the online retailer. If you would like to check on the availability of an exchange order, please contact the retailer directly.


Earning Points & Bonuses


I don't think I earned the correct number of Points or bonus Points on my purchase. What can I do?


The number of Points you earn is detailed in your Marriott Rewards MORE order confirmation email and depends on several factors. Points are earned on the amount of your purchase and, in most instances, are calculated before taxes, shipping and/or handling fees are added; however, in connection with some retailers, your Points earned will be based on the purchase price plus such taxes and fees. The number of Points you earn also depends on the rate offered by the retailer, the percentage of the purchase amount that you pay with your credit card, and whether you are eligible for select bonuses. For members located outside the United States, while Marriott Rewards MORE retailer prices are presented in the local currency, the exact number of Points earned can be impacted by fluctuating foreign exchange rates as your Points value in your local currency is calculated based on the prevailing US currency rate. Bonus Points can be a fixed amount, such as a first purchase bonus, or a percentage of your purchase amount.

If you did not receive the number of Points or bonus Points that you expected, please email moresupport@engagepeople.com. Please include your order confirmation number from Marriott Rewards MORE, as well as a copy of the order confirmation email from the retailer. If the date of the transaction and the transaction amount are not included in the retailer’s order confirmation email, please include those details, as well.


Payment


When will my credit card be charged?


Prior to charging your credit card, a pre-authorization might occur for the credit card portion of your order. The preauthorization process validates the credit card number, status, available credit, and billing information to ensure that it matches exactly the information the bank or credit card company has on file. Your bank may attempt to contact you for additional information prior to authorizing the sale amount. Your credit card account will be charged with the amount in US funds corresponding to the value in local currency that you paid by credit card during your purchase transaction and thus may be subject to foreign currency transaction fees and other charges applicable to purchases made in US dollars on your credit card. Please check with your credit card issuer to determine whether any such fees or charges apply to purchases in US dollars made on your credit card.

After an authorization is received, you may notice a decrease in your available credit. Your bank might hold this dollar amount for a specified amount of time, depending on the bank's policy.


What can I do if I was charged the wrong amount?


If you believe you have been charged incorrectly for one of your purchases, please contact the retailer directly.


Is my credit information secure?


We do not maintain a central repository of personally identifiable financial information, such as credit card numbers.


Troubleshooting


If I have a question about MORE Shopping Mall or the Loyalty Program, who should I contact?


For questions about MORE Shopping Mall, please email moresupport@engagepeople.com.

For Loyalty Program account issues/questions, please contact your local customer service office:

Loyalty Program – USA/CANADA

Monday-Friday: 7:00 a.m. - 12:00 p.m. EST

Saturday-Sunday: 8:00 a.m. - 11:00 p.m. EST

Phone: 1-801-468-4000

Loyalty Program – UK

Monday-Friday: 8:00 a.m. – 6:00 p.m. (local time)

Saturday: 9:00 a.m. – 5:30 p.m. (local time)

Sunday: 10:30 a.m. – 7:00 p.m. (local time)

Phone (English-speaking): 011-44-20-7012-7312

Phone (German-speaking): 011-49-69-950-86492

Phone for Dubai Callers (Arabic-speaking): 971-4-449-0841