Frequently Asked Questions

This page contains answers to questions that we’re regularly asked.   If you can’t find your questions here, then feel free to contact us.

General

What types of membership can I choose?

There are two levels of membership.

Partner Rewards

This is FREE and gives you everything on the Business Essentials tab. There are things to help you in your business as a courier, like discounted fuel, discounted van leasing, discounted mobile phone insurance or discounted accountancy services.

Partner Rewards PLUS

This is £15 a year and gives you everything on the Benefits tab and the Business Essentials tab.  These are things for you and your family that can save you over £500 a year, like discounts when eating out, at the gym, the cinema, shopping, on holiday and much more.  It includes the Love2shop card, which enables you to save 7% on top-ups for spending at over 50 different retailers, you can find out more about that here.  You can then also apply for a free Sainsbury’s or Tesco’s card saving you 3% at either.

Membership also now includes our new Shop Street Shopping App, where you can save at hundreds of different high street and online locations, including 6,000 pubs and restaurants, coffee shops, takeaways, Amazon and Spotify and even fuel at Morrisons and Tesco.  We’ll email download and activation details automatically to you within 48 hours of you joining.

You can also get free membership to Travel Offers, normally £25 a year, entitling you to take advantage of pre-negotiated member discounts at almost 200 UK hotels.

Finally, as a Partner Rewards Plus member, you’ll also be automatically entered into our monthly £100 cash draw!

You can join either of the above options here if you wish. If you choose Partner Rewards Plus, we’ll send you your Love2shop card within 7 days.

If I buy Partner Rewards Plus, will I automatically get access also to Partner Rewards?

Yes.  The ‘Business Essentials’ that you receive as part of Partner Rewards are free and when you sign up to Partner Rewards Plus membership, these are automatically included.

I can’t see the redemption instructions?

You need to make sure that you are logged in every time you use the Hermes Partner Rewards website.  That’s because the redemption information is ‘members-only’ information so will not be revealed to non-members.

Shop Street Shopping App

Registration

I’ve just opened the App for the first time. How do I activate my account?

Ensure to select Activate rather than Login. Simply enter your email and associated PIN from your welcome email to proceed. Once you’ve confirmed your personal details, you’ll be fully registered with Shop St.

 

I am unable to process my personal details for registration. What am I doing wrong?

Please review your mobile number, address and date of birth to ensure formatting is correct. Ensure there are no spaces before/after this information.

 

Why am I asked for this information?

Shop St. requests the minimum amount of information required to verify your identity.

 

How do I change my personal details?

If you go to ‘Settings’, you can change your details in the ‘Manage Account Details’ section.

 

Is my personal information protected?

Yes, further information regarding our Privacy Policy can be found in the ‘Settings’ section.

 

Card Details

Does Shop St. keep a record of my debit/credit card details?

No. Card transactions via Shop St. are fully PCI compliant and connect with your card company using a unique code that is only valid for Shop St. transactions. The information that we do display is to allow you to identify that the card is correct. We do not display your full card number or record the 3 digit security code.

 

How many debit/credit cards can I store on my account?

There is no limit to the amount of cards that you can store in App. American Express, Corporate or Foreign cards are not supported via Shop St.

 

My card has expired, what do I do?

Go to Settings > Card Details. From here, you can add new card details and delete expired cards.

 

Your first transaction

To get started, you’ll have ‘Uploaded a Card’ so that the App is able to buy vouchers for retailers where you want to shop. This is set out in the Quick Start Guide and involves selecting ‘Settings’ then ‘Card Details’ to get your debit card set up in the App.

Let’s say you want to buy fuel at Morrisons.  So you need to purchase a Voucher for Morrisons in the app, that you then redeem in the Morrisons Petrol Station. Here’s how to do this:

  1. From the home screen on the App, click ‘Shop,’ scroll down to the ‘Supermarkets’ category and select Morrisons. (As you get used to this you’ll find shortcuts like clicking on the heart sign to add to your favourites)
  2. Increase the voucher value by pressing the ‘+’ to the amount of fuel you wish to buy – let’s say £75.  You’ll see the white ‘Buy now’ strip shows £72.80.  That represents your 3% discount of £2.25, plus a 5p transaction charge. Click ‘Buy now.’
  3. Click ‘Confirm and pay’ and you’ll then see an option to pay using either the stored card details or a new card. Click on the stored card details, and you’ll see an empty white box where you add your CVV for that card. Once confirmed, you’ll see a barcode for a gift voucher which can be scanned at the till as you’d scan a purchase.  If you’re self scanning (unlikely for petrol) you need to select ‘Gift card’ or ‘voucher’ on the retailer’s payment screen for method of payment.

That’s it, and it works much the same way for other purchases.

How do I purchase a voucher?

Navigate to the Search section of the App. You can use either the categories or search via the magnifying glass to locate a retailer. Select that retailer, enter the amount you wish to spend and confirm your card details to complete the purchase. The voucher will then be stored in your Wallet ready to spend.

 

Is there a minimum voucher value that I can purchase?

There are two types of voucher available on Shop St. – Open Value and Fixed Value (e.g. £5, £10, £20 etc.).

Some retailers do set a minimum amount and Shop St. will not process orders for less than that amount. In all other cases, the minimum voucher value that you can purchase is £1.

 

Do I have to buy in set amounts of vouchers?

If the voucher is Open Value, this doesn’t apply.

If the voucher is Fixed Value, you will have to buy the vouchers in the denominations available.

Shop St. will accept orders that match these conditions.

 

The mobile signal in a store is weak. Will the Shop St. app work?

You will need an adequate signal strength to purchase a voucher. You will encounter issues if the signal is too weak to connect to your debit/credit card company. We recommend purchasing the voucher before/stepping out of the store temporarily to complete the purchase.

Shop St. users will be able to redeem vouchers that are already in the wallet in areas with poor mobile signal.

 

I’m unsure of the restrictions/exemptions placed on each retailer. How do I review these?

Review the ‘How to Use’ and ‘Redemption Tips’ links for more information on the specific restrictions/exemptions of each retailer.

 

Voucher Redemption – In Store

The mobile signal is weak in Store. Can I still redeem my voucher?

Yes you can. The App will switch to offline mode and display your voucher.

 

The till scanner hasn’t read my voucher. What should I do?

You can resize the voucher on your Shop St. app. Please use the zoom and scroll functions on your handset to do so.

Please ensure that the voucher is square-on to the infra-red scanner and ask for assistance from a member of staff if you’re still having trouble.

 

The till scanner doesn’t read my voucher. What can I do?

You may be able to manually enter the gift voucher code and PIN into the system. Please ask for assistance from a member of staff if you’re still having trouble.

 

Can I part pay for items?

Almost all retailers accept part payments with vouchers. Refer to the ‘How to Use’ section for further information.

 

Are there are limitations as to what I can purchase from retailers with the voucher?

Yes there can be limitations. Please refer to the ‘How to Use’ and ‘Redemption Tips’ sections of the App for more information. Information is also visible on the voucher itself in some instances.

 

I’ve entered the wrong amount at Checkout stage. How do I correct this?

Please click on the transaction in question via the Home screen. You will need to then select Edit Voucher Spend and enter the correct transaction amount. This will also correct the balance on the voucher in the Wallet.

 

Can I cancel a redemption?

You cannot cancel a redemption once a voucher has been processed by a retailer.

 

Voucher Redemption – Online

How do I redeem my voucher online?

You will need to enter the gift card code at the Checkout page. Please refer to the ‘How to Use’ and ‘Redemption Tips’ sections for more information.

 

Can I part pay for items?

Almost all retailers accept part payments with vouchers. Refer to the ‘How to Use’ section for further information.

 

I’ve entered the wrong amount at Checkout stage. How do I correct this?

Please click on the transaction in question via the Home screen. You will need to then select Edit Voucher Spend and enter the correct transaction amount. This will also correct the balance on the voucher in the Wallet.

 

Can I cancel a redemption?

You cannot cancel a redemption once a voucher has been processed by a retailer.

 

Home Screen

What data is displayed on the Home Screen?

The home screen acts as a list of transactions. You can see data on the retailer, time of transaction and the transaction amount.

 

One of the transaction amounts on the Home Screen is incorrect. How do I change this?

Please click on the transaction in question. You will need to then select Edit Voucher Spend and enter the correct transaction amount. This will also correct the balance on the voucher in the Wallet.

 

There are zero value transactions on in my history. Why is this?

This is for a transaction that you may have started but didn’t complete. Alternatively, this will occur when you edit the voucher spend on a transaction.

 

What can’t I delete zero valued transactions?

We keep a record of all transactions to ensure we have the most information possible if we need to raise a query with one of our retail partners.

 

Wallet

Why do I still see zero value vouchers in my wallet?

This is done so that you can correct the balance on a voucher if you have confirmed an incorrect amount. Zero value vouchers are deleted from your wallet after 7 days.

 

I have two vouchers with the same retailer. Can I merge them into one voucher?

You cannot merge vouchers on Shop St. Each voucher should be treated as cash and it is not possible to merge vouchers as they all have unique details such as gift card number and PINs.

 

What does Bank’d mean?

Some transactions give you Shop St. credits that can be used to purchase ANY voucher in App. These are called Bank’d credits.

The Bank’d balance in the Wallet is the total credit amount that you have left to spend. Click on the Bank’d text to expand the box and understand the savings per transaction.

 

What does Saved mean?

This refers to the total amount of money that you’ve saved in App on your everyday spend. Click on the Saved text to expand the box and understand the savings per transaction.

 

What is the total at the top of the Wallet?

This total relates to the summation of all vouchers in your Wallet.

 

Do my vouchers expire?

Yes, all vouchers have an expiration date. You can see this by clicking on each voucher. The expiry date is displayed on the voucher card and in the details section.

 

Search

Can I keep some retailers as favourites?

Yes. Please select the Pink Heart next to a retailer in their associated category. These retailers will then be visible in the Favourites category.

 

Are the voucher discounts fixed?

For the most part they are. We many negotiate ‘boosts’ with retailers from time to time, but these cannot be guaranteed.

 

Will we be notified of any changes to the discounts offered?

Yes, users will receive a notification via email when we make changes to the discounts offered.

 

Settings

 

Can I turn off the Shop St. app?

Yes. To do so, please visit Settings > Logout.

You will be asked to confirm your email and password next time you log in.

 

How do I report a problem I’m having?

Go to Settings > Report an Issue

Provide as much detail as possible, including your mobile handset and software information, and one of the team will be in touch to resolve the issue and offer any relevant advice.

 

Where can I find the App’s terms and conditions?

Go to Settings > Terms and conditions. These can also be found online at www.shop-st.com.

 

Where do I find the App’s privacy policy?

Go to Settings > Privacy policy. These can also be found online at www.shop-st.com.

 

Petrol Purchasing

Can I save on petrol with Shop St?

Yes you can via Morrisons-operated petrol stations.

 

How does it work?

Present your voucher to the cashier who can scan it to pay for the petrol. The terms and conditions of these retailers state that you can purchase petrol, therefore you cannot be refused by the site.

 

Why can’t I save on petrol with other Supermarkets on Shop St?

With the exception of Morrisons, other supermarkets do not accept digital gift cards.

Love2Shop

My Love2shop card hasn’t arrived yet?

We’ll normally send your Love2shop card out to your home address within 7 working days of you joining.

Once you receive your card, then follow the activation instructions set out on this page.

Can I use my Love2shop card to get discounted fuel?

No. The Fuel Card that we provide via our chosen partner is separate to the Love2shop card. All members can apply for a fuel card for discounted fuel on this page.

Do I need my Love2shop card before I can start using the other benefits?

No. Partner Rewards Plus members can start redeeming their benefits straightaway on joining.  You just need to make sure you are logged in first.