The TOV Rewards Program is a points-based loyalty program where customers can earn points by doing certain actions (e.g. making purchases, referring friends, social actions), and then redeem those points for rewards (e.g. discounts, coupons, free items). It’s a way to reward loyalty and encourage repeat purchases.

You can typically earn points via “earning actions” that TOV (the merchant) has configured in Smile, such as:

• Make a purchase (i.e. “place an order”)
• Referring a friend
• Social actions (e.g. share on social media, follow, etc.)
• Birthday points

Once you’ve earned enough points, you can redeem them for rewards. Here’s how it usually works:

1. Log into your rewards panel
   
2. Go to the “Ways to Redeem”
3. If there are fixed-point rewards, you'll see a “Redeem” button for specific reward options.
   
4. If there are incremental rewards, you may use a slider to choose how many points you want to spend and then redeem accordingly.
   
5. After redeeming, you’ll typically receive a coupon code (or some reward) which you can then apply in checkout. The reward stays in your “Your Rewards” section until you use it or until it expires

Yes , placing an order is a core way to earn points.

Also, if an order is refunded or partially refunded, it will automatically cancel (subtract) the corresponding points.

If your specific order didn’t give points, it could be due to:

• The earning rule not covering that order (e.g. below minimum, excluded product)
• The points system being delayed
• The order refund or adjusted status
• Some technical glitch

Yes, We will send warning emails (by default: 30 days before expiry, and 3 days before expiry) to remind you that your points are about to expire.

You can typically check your points balance by:

1. Logging into your account / loyalty portal on TOV’s website.
   
2. In the “Rewards” or “My Points” section.

If your points aren’t showing, here are possible causes and steps:

• Delay / caching: Sometimes updates take time.
• Not meeting earning criteria: That action/order might not qualify under TOV’s rules
• Refund / cancellation: If the order was refunded or changed, points might've been removed.
• Technical issue / synchronization error: The system may have had an issue issuing the points
• Account mismatch: You may have used a different email or account
• Disabled earning rule: The earning rule used might be disabled retroactively
  

What you can do:

1. Check your order history and see if that order is “eligible” (not refunded, meets conditions).
2. Wait a bit (some systems sync after few minutes/hours).
3. Contact TOV’s customer support with your order number and the missing point details ,We can check the logs

Some common reasons:

• The order did not meet the earning rule (e.g. minimum amount, excluded product)
• The order is refunded / partially refunded (so points were canceled)
• The earning rule for “place an order” was disabled or changed after the fact
• The system had a delay in issuing the points
• The order is still in a pending state (not completed)
• A bug, synchronization issue, or failure to issue the reward in the backend (sometimes Smile shows “pending” status)
• You used a different account or email than the one tied to your loyalty profile