Train the Trainer

Preparing your customer support team to answer common Catch questions.

This page covers common questions we receive from consumers about how they can use Catch on your site. These resources are intended to prepare your team for any Catch questions they may receive. You can reach out to us at [e-mail] with any additional questions.

Resources

• Catch Help Center
• Train the Trainer slides
• Train the Trainer video

How can a consumer get help from Catch?

• Email
  • [e-mail]
  • Available 9 am - 5 pm PST Mon - Fri
• Chat
  • Start a chat using the chat box in the bottom right corner of getcatch.com
  • Available 9 am - 6 pm PST Mon - Sat

How does Catch work?

1. Create an account using a US phone number
   We use one-time passwords for log in
2. Link a debit card or bank account
   Must be US based
3. Complete your purchase with the Catch Card
4. Earn 5-10% in store credit
5. Redeem credits or gift them
   Credits do have an expiration date of 3 - 12 months

Consumer FAQ

What is Catch?

Catch is the rewards debit card that earns you $$ on all your purchases. You’ll get a free virtual debit card linked to your normal debit card or bank account. We’ll charge your linked debit card or bank account when you pay with your Catch card. It’s like a glow-up to your existing debit account that gets you credit card-level rewards, without any debt or fees.

How do I redeem my credits?

You can redeem Catch Cash and brand credits in the app, in-store, on your mobile device, or on your desktop – as long as you pay with your Catch card by entering the details in the CC/Debit card fields at checkout.

Is Catch free?

Yes. No fees, payment plans, or interest.

I’m receiving an error message when I try to pay with my Catch card. How do I fix this?

Can be various reasons! Please contact Catch at [e-mail]

How do refunds and returns work when a customer pays with Catch?

• Let’s say you earned $10 on a $100 purchase at BrandX.
  • If you return half the order, your credits will be adjusted from $10 to $5.
  • If you return the full order, your credits will be voided (from $10 to $0).
  • In the event that you've already redeemed the credits you earned on that purchase, we'd subtract your refund by that amount. The same is true if you gifted the credits and they've already been claimed: your refund will be decreased by the amount of credits gifted. Let’s take the same scenario as before: you earned $10 on a $100 purchase at BrandX. You then redeemed those credits or gifted them to a friend. You then decide to return your $100 purchase to BrandX. Your refund will be $90.
• Relevant help center articles:
  • How do refunds and returns work when I pay with Catch?
  • Refund processing times
  • Why is my refund less than expected?