Client Support
Engaged Good no longer supports SMS (Text Message) support requests. Messages sent to our business line will not be answered.
Our ticketing system was recently changed - if you have an outstanding ticket that has not received a response within 1-2 business days please re-submit a ticket.
Welcome
Engaged Good is committed to providing top-quality support to our clients. While we hope that every experience that you, your team, and your customers have with our Experiences are seamless, we know that issues do arise and must be resolved in a timely manner. We encourage you to use the material and support available on this page, and to bookmark it in your browser.
Support Team Hours
Monday - Friday
9:00 a.m. - 5:00 p.m. Central
Support responses outside of business hours, or during holidays, will be delayed.
Support Options
How can we help?
FAQ
Review our Frequently Asked Questions for answers to the most common questions and issue resolution processes.
Submit a Ticket
Submit a Support Ticket and our team will respond as quickly as possible, usually within 1 business day.
Support Material
Review and download our material and best practice guides for supporting Engaged Good Experiences.
Frequently Asked Questions
A Certificate Experience is a digital certificate, consisting of a Certificate Number and an Authorization Code, which is sent directly to the redeemer for self-booking. A Certificate Experience is designed for the Redeemer to handle all of their own booking, whether it be via the self-booking online portal, or by calling into a callcenter. Certificate Experiences have a separate set of Terms & Conditions than Concierge Experiences, and Clients and Redeemers must abide by all Terms & Conditions throughout the sales, distribution, and redemption cycle.
A Concierge Experience may include a digital certificate, but is still designed for the Redeemer to have a white-glove booking experience. Generally, a Concierge Experience results in a concierge reaching out directly to the Redeemer via phone or email to begin the booking process. All questions regarding the experience are handled by the concierge, including completing the final booking. In an instance where the Concierge Experience includes a digital certificate, the Redeemer will be contacted by the concierge after submitting their certificate information online. This is also true for our Hunting & Fishing Experiences.
If a Support Ticket is submitted during normal business hours, a response should be expected the same day. Many support requests are handled same day, however some issues may require additional time to resolve. This is particularly true if Engaged Good is awaiting additional information from a supplier, redeemer, or concierge. Support Tickets submitted outside of normal business hours will be delayed in their resolution.
Only in limited circumstances. For the majority of issues no, Engaged Good does not and should not engage directly with a Redeemer or a Client's customer for resolution support. Our Experiences are designed to either be self-booking and self-supporting, or to receive support directly from the concierge handling a particular Experience. For issues related to a PRC Certificate Engaged Good cannot provide direct support to a Redeemer. You should never give Engaged Good contact information directly to a Redeemer for any issue.
It is important to maintain your direct support relationship with your customer and any Redeemer. Engaged Good is a wholesale supplier of Experience's, and does not work directly with your customers.
For a callback request to a client, please use the Support Ticket form on this page, or call (918) 212-6110 and leave a voicemail requesting a callback.
To request a Best In Class PRC Callback for a PRC Certificate Redeemer experiencing issues that cannot be resolved through the regular PRC callcenter, please use the Support Ticket form on this page and select the Certificate Experience Type. Then, select the checkbox next to "Request a Callback" under "Best In Class Callback". Please include as much information as possible in the form to ensure the Best In Class team at PRC has everything they need to complete the callback request.
All Engaged Good Experience's are nonrefundable and All Sales Are Final.
In the event that an Experience was not successfully completed due to an error by Engaged Good, a credit can be applied to your account up-to the full sales value you originally paid to Engaged Good. PRC Certificate Experiences can also be replaced in the event the certificate or PRC fail in a manner outside of the Terms & Conditions.
Violations by you as the client of any Terms & Conditions for any Experience, mislabeled marketing material, incorrect marketing material, or willfully ignoring the rules of any Experience will not result in a credit or replacement, and may result in the loss of your ability to purchase a specific or all Experience types.
The length of time a Redeemer has to activate their Experience and complete their booking varies by Experience. Please refer to the specific Experience page you are interested in, or submit a Support Ticket form on this page for clarification.
For PRC Certificate Experience's the Redeemer has 12 months from the day they receive the certificate to activate it on the PRC website. They then have 12 additional months from the day they activate to complete their booking. This is the case for all PRC Certificate Experience's except for Travel Savings Credits.
For Travel Savings Credits the Redeemer has 30 days from the day they receive the certificate to activate, and then 12 months from the day they activate to use their credits.
If you have a Redeemer who's certificate is expiring early, or any issue related to activation and expiration, please submit a Support Ticket form on this page.
Please visit the specific Experience page you are interested in for Terms & Conditions. These pages may include a link to an outside source for the full Terms & Conditions for that particular Experience.
For PRC Certificate Experience's please refer first to the certificate itself, which includes the full Terms & Conditions for that particular Experience. You can also go to https://experienceterms.com for an unbranded full Terms & Conditions. Feel free to link to this page on marketing material for PRC Certificate Experiences.
For PRC Certificate Experience's the time from receiving their booking notification to receiving their booking confirmation is up-to 5 business days. Specifically it's 1-2 business days for El Cid properties, and up-to 5 business days for all other properties. If you have a redeemer who has not received their confirmation email after 5 business days please submit a Support Ticket form on this page.
For all other Experience's the confirmation is within 1-2 business days of completing their booking with the concierge or via a booking portal. Often it is essentially instantly after completing their booking request, depending on the Experience.
We understand that some redeemers are experiencing a delayed receipt of their Final Booking Confirmation on some Certificate Products administered by PRC. We apologize for this delay and are working with our partners to resolve this issue as quickly as possible. Before submitting a Support Ticket here, please have the redeemer first contact PRC directly using the phone number listed on their certificate. If contacting PRC by phone does not result in a satisfactory answer, please submit a ticket here.
Please let the redeemer know that the resort options are based on availability. Please ensure that you are marketing the resort based certificates as based on availability, and that the redeemer will see a mix of no-additional-cost and upgrade properties. In regards to the All-Inclusive Certificate's it's important to explain that January - March are the high-season and there is significantly less availability than can be found April - December. It's also incredibly important that the redeemer understand before they receive the certificate that they are responsible for local taxes and fees, which are often paid at check-in or check-out.
This question is often asked because the redeemer was presented the Experience as if they would have no additional charges besides airfare, and that they would be presented with a list of resorts that are ALL no-additional-cost. By informing the redeemer first thing during presentation that resorts are based on availability, subject to change, that they will see upgrade properties, and that they are responsible for local taxes and fees most issues with these certificates can be avoided completely.
Support Ticket
If the FAQ and Support Materials have not resolved your question or issue, please submit a Support Ticket using the form below. This form will generate a ticket for our team to review and resolve your issue as quickly as possible.
Support Material
Downloadable Material
Material without a hyperlink is coming soon. Please check back for updates.
- Customer Support Best Practices for PRC Certificate Products (PDF)
- Customer Support Best Practices for Concierge Products (PDF)
Make Once in a Lifetime, Worth Even More.
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