HelpME
Simon Property Group | Premium Outlets® Support
Premium Outlets
Associates, Need to
Submit a Request?
-----------------------------------------------How to submit
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TABLE OF CONTENTS
Getting Started: Navigation to SPG Premium Outlets Support .................................................................................... 3
User Account/ Guest Submission ................................................................................................................... 3
Signing up for a User Account ...................................................................................................................................... 4
Signing up ....................................................................................................................................................... 4
Verifying Account .......................................................................................................................................... 6
Guest Submission ......................................................................................................................................................... 7
How to Submit a Request ............................................................................................................................................. 8
First Steps ....................................................................................................................................................... 8
Select a Request Option ................................................................................................................................................ 9
Sales and Events Request ............................................................................................................................... 9
VIP Shopper Club Coupon Request ............................................................................................................... 9
Banner Ad Request ......................................................................................................................................... 9
Website Content Update Request ................................................................................................................... 9
How to Fill Out a Request ............................................................................................................................................ 9
Sales and Events Request ............................................................................................................................... 9
VIP Shopper Club Coupon Request ............................................................................................................. 15
Banner Ad Request ....................................................................................................................................... 21
Website Content Update Request ................................................................................................................. 25
Ticket Statuses ............................................................................................................................................................ 30
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GETTING STARTED
User Account/ Guest Submission
Navigate to the home page by going to https://simonposupport.simon.com/home
1.
There are two ways to submit a request, either under a user account or as a guest, here is a brief overview of the two
2.
User Account
The benefits to creating a user account:
a. Other than simply having an email history of your tickets and corresponding conversations, with a HelpMe login,
you can keep a log of all of the activity associated with your tickets during and after the inquiry has been tended to.
b. Share your login with others, as needed. Your associates will also be able to access your tickets to view the history
and submit requests.
c. When any new activity arises with your ticket, you will be notified by email. You will have the option to follow up
through email or log into HelpMe to respond. With either option the responses are recorded in HelpMe and saved.
3.
Guest Account
How to use a guest account:
a. With a guest account, you simply click “Submit a Request” on the top navigation of the home page.
b. Upon submission you will be contacted through email with any new activity that arises with your ticket. You will
need to respond to your ticket through email only.
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Signing up for a User Account
Signing up
Navigate to the Sign-Up Form at https://simonposupport.simon.com/registration
1.
On the home page, click on the “Sign up” link in the upper right hand corner
2.
You will then be directed to the Sign Up form to fill out with your corresponding information.
a. 1= Your full name
b. 2= Your email address
c. 3= Type in the reCAPTCHA verifying that you are a human (if you are unable to read it, you can click on the blue
links to the right of the reCAPTCHA box. You will be presented with two other words/ choose audio)
d. 4= Click the “Sign me up!” button
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3.
You will be directed to a page that lets you know that your Sign-up is complete. A verification email with a link that enables
you to log in will be sent to the email address you entered on the sign-up form.
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Verifying Account
4.
When you receive the verification email, click on the link to verify your email address.
5.
You will be prompted to create a password to for you to sign in to SPG Premium Outlets Support.
a. Enter your password then click Verify my email address button.
b. NOTE: Password must be at least 5 characters.
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6.
Your account has been verified and automatically signed you in. Now you’re ready to start!
Guest Submission
Navigate to the home page at https://simonposupport.simon.com/home
1.
Click the “Submit a Request”
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2.
You will be directed to Submit a Request page.
How to Submit a Request
First Steps
Navigate to the home page by going to https://simonposupport.simon.com/home
NOTICE: Once we receive your ticket submission, expected turn around time is approximately
48 hours.
1.
Click the “Submit a Request” link at the top of the page
2.
You will be directed to the Submit a Request page.
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3.
Click on the arrows in the drop down menu to select the type of request you would like to submit.
4.
Second step is to select what type of request you want to submit.
Select a Request Option
Sales and Events Request
1) Why are you submitting a request?
a) I am interested in posting a sale or event for my store or Premium Outlet Center.
VIP Shopper Club Coupon Request
1) Why are you submitting a request?
a) I am interested in posting an online VIP Shopper Club or “Deals Around Town” coupon for my store or Premium Outlet
Center.
Banner Add Request
1) Why are you submitting a request?
a) I am interested in posting a banner ad for a retailer promotion or Premium Outlets event.
Website Content Update Request
1) Why are you submitting a request?
a) I am interested in posting or updating content on www.premiumoutlets.com .
How to fill out a Request Form
Sales and Events Request
1.
Overview (Numbered field screenshots below):
a. Field Descriptions:
i. 1= Enter the email address you would like to be contacted for ticket updates.
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ii. 2= Please enter any notes that you have for our support team in regards to your request. These are only
viewed by the support team and are NOT reflected on your live post.
1. NOTE: If you should have any updates to be made to a pre-existing post for our support team to
address, please enter the details below.
iii. 3= Please select the priority of your ticket from the drop down (Low, Normal, High, Urgent).
iv. 4= Enter your First and Last Name and Title.
v. 5= Enter the phone number you wish to be contacted, if necessary.
vi. 6= Enter the store name(s) associated with your request. If there are multiple concepts i.e. J.Crew and
Crewcuts please include.
vii. 7= List the center(s) that is associated with your request.
1. NOTE: If your Sales & Events apply to all centers, enter "ALL".
* Enter the full official name of the center(s) as listed on our website – premiumoutlets.com. (i.e.
Aurora Farms Premium Outlets NOT Ohio Premium Outlets)
viii. 8= Date that you would like the sales and events to be posted and displayed on www.premiumoutlets.com.
1. NOTE: Please enter the date in the following format:
MM/DD/YY NOT MM/DD
ix. 9= Please enter the start and end date for the sales and events.
1. NOTE: Please enter the date in the following format: MM/DD/YY NOT MM/DD
*If the year is not listed, the owner of this sale or event does not have a year limit applied.
x. 10= Please enter your sales and events details that you would like to post on www.premiumoutlets.com .
1. NOTE:
a. Content entered below will be identical to the live post.
b. No images will be posted
c. Please do not use all caps, unless it is an acronym. (i.e. Do not enter "SALE TODAY
ONLY.")
d. If applicable, must include a range of savings.( i.e. 20%-75%)
We adhere to the Better Business Bureau guidelines and not permitted to post "up to %"
copy.
xi. 11= Attachments will NOT be uploaded on the website. However, if you wish to attach an image/
document copy to be considered for social media channels for our support team to review.
xii. 12= Commonly referred to as a video screen capture, a screencast is a digital recording of a computer
screen’s output, often containing audio narration. You would attach that here for the support team’s review.
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2.
Submission
a. 13= Click “Submit” and you will then be directed to a confirmation of creation page
i. NOTE: Each request will be assigned a unique number. Reference this number when searching for ticket
history etc. (only if you have a user account)
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3.
Email Request Confirmation
a. You will receive an email confirming that your request has been received and is being reviewed by our support
team.
i. NOTE: To add any additional comments to this ticket, simply reply to the email or if you have a user
account, you could also log into HelpMe Premium Outlet Support to add a comment to your ticket thread.
VIP Shopper Club Coupon Request
1.
Overview (Numbered field screenshots below):
a. Field Descriptions:
i. 1= Enter the email address you would like to be contacted for ticket updates.
ii. 2= Please enter any notes that you have for our support team in regards to your request. These are only
viewed by the support team and are NOT reflected on your live post.
1. NOTE: If you should have any updates to be made to a pre-existing post for our support team to
address, please enter the details below.
iii. 3= Please select the priority of your ticket from the drop down (Low, Normal, High, Urgent).
iv. 4= Enter your First and Last Name and Title.
v. 5= Enter the phone number to you wish to be contacted, if necessary.
vi. 6= Enter the store name(s) associated with your request. If there are multiple concepts i.e. J.Crew and
Crewcuts please include.
vii. 7= List the center(s) that is associated with your request.
1. NOTE: If your Sales & Events apply to all centers, enter "ALL".
* Enter the full official name of the center(s) as listed on our website – premiumoutlets.com. (i.e.
Aurora Farms Premium Outlets NOT Ohio Premium Outlets)
viii. 8= Date you would like the VIP Coupon to be posted and displayed in the VIP Lounge at
www.premiumoutlets.com/vip.
1. NOTE: Please enter the date in the following format:
MM/DD/YY NOT MM/DD
ix. 9= The start and end date for your online VIP Coupon.
1. NOTE: Please enter the date in the following format:
MM/DD/YY NOT MM/DD
*If the year is not listed, the VIP Coupon will not include the year limitation.
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x. 10= VIP Coupon details that you would like to post.
1. NOTE:
a. The value of your coupon must be great than that of the VIP Coupon Book offer.
b. This will be identical to the live post.
c. No images will be posted.
xi. 11= Select which disclaimer you would like to apply to your coupon by checking one of the boxes (either
disclaimer A or B)
xii. 12= If you have a code associated with your coupon, provide here.
xiii. 13=Attachments will NOT be uploaded on the website however, if you wish to attach an image/ document
for the support team to review, click on the link to upload your file.
xiv. 14. Commonly referred to as a video screen capture, a screencast is a digital recording of a computer
screen’s output, often containing audio narration. You would attach that here for our support team’s review.
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2.
Submission
a. 15= Click “Submit” and you will then be directed to a confirmation of creation page.
i. NOTE: Each request will be assigned a unique number. Reference this number when searching for ticket
history etc. (only if you have a user account)
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3.
Email Request Confirmation
a. You will receive an email confirming that your request has been received and is being reviewed by our support team
i. NOTE: To add any additional comments to this ticket, simply reply to the email or if you have a user
account, you could also log into HelpMe Premium Outlet Support to add a comment to your ticket thread
Banner Ad Request
1.
Overview (Numbered field screenshots below):
a. Field Descriptions:
i. 1= Enter the email address to which you would like to be contacted for ticket updates.
ii. 2= Please enter any notes that you have for our support team in regards to your request. These are only
viewed by the support team and are NOT reflected on your live post.
1. NOTE: If you should have any updates to be made to a pre-existing post for our support team to
address, please enter the details below.
iii. 3= Please select the priority of your ticket from the drop down (Low, Normal, High, Urgent).
iv. 4= Enter your First and Last Name and Title.
v. 5= Enter the phone number you wish to be contacted, if necessary.
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vi. 6= Enter the store name(s) associated with your request. If there are multiple concepts i.e. J.Crew and
Crewcuts please include.
vii. 7= List the center(s) that is associated with your request.
1. NOTE: If your Banner Ad applies to all centers, enter "ALL".
* Enter the full official name of the center(s) as listed on our website – premiumoutlets.com. (i.e.
Aurora Farms Premium Outlets NOT Ohio Premium Outlets)
viii. 8= The public title that you want to give your Banner Ad.
1. i.e. "Northeast Extended Hours"
ix. 9= The date you would like the banner ad posted and displayed on www.premiumoutlets.com. (Date can be
earlier than the start date of the promotion itself).
1. NOTE: Please enter the date in the following format:
MM/DD/YY NOT MM/DD
x. 10= Based upon the listed options, please type in where you would like this banner ad to be placed
xi. 11= The URL associated with the banner ad. Banner ad will link to the associated page on
www.premiumoutlets.com.
xii. 12= Click on the “Attach file” below to upload your banner image.
xiii. 13= Commonly referred to as a video screen capture, a screencast is a digital recording of a computer
screen’s output, often containing audio narration. You would attach that here for our support team’s review.
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2.
Submission
a. 14= Click “Submit” and you will then be directed to a confirmation of creation page.
NOTE: Each request will be assigned a unique number. Reference this number when searching for ticket history etc.
(only if you have a user account)
3.
Email Request Confirmation
a. You will receive an email confirming that your request has been received and is being reviewed by our support
team.
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i. NOTE: To add any additional comments to this ticket, simply reply to the email or if you have a user
account, you could also log into HelpMe Premium Outlet Support to add a comment to your ticket thread.
Website Content Update Request
1.
Overview (Numbered field screenshots below):
a. Field Descriptions:
i. 1= Enter the email address that you would like to be contacted for ticket updates
ii. 2= Please enter any notes that you have for our support team in regards to your request. These are only
viewed by the support team and are NOT reflected on your live post.
1. NOTE: If you should have any updates to be made to a pre-existing post for our support team to
address, please enter the details below.
iii. 3= Please select the priority of your ticket from the drop down (Low, Normal, High, Urgent).
iv. 4= Enter your First and Last Name and Title
v. 5= Enter the phone number you wish to be contacted, if necessary.
vi. 6= Enter the region where your outlet center(s) is located.
vii. 7= List the center(s) that is associated with your request.
1. NOTE: If your Sales & Events apply to all centers, enter "ALL".
* Enter the full official name of the center(s) as listed on our website – premiumoutlets.com. (i.e.
Aurora Farms Premium Outlets NOT Ohio Premium Outlets)
viii. 8= Date you would like your information posted and displayed on www.premiumoutlets.com.
1. NOTE: Please enter the date in the following format:
MM/DD/YY NOT MM/DD
ix. 9= The start and end date, if applicable.
1. Please enter the date in the following format:
MM/DD/YY NOT MM/DD
*If the year is not listed, the owner of this promotion does not have a year limit applied.
x. 10= Please enter the information you would like to post.
xi. 11= Please enter the URL(s) where the requested change should be made.
ii. 12=Although attachments will NOT be uploaded on the website, if you wish to attach an image/ document
for the support team to review, click on the link to upload your file
iii. 13= Commonly referred to as a video screen capture, a screencast is a digital recording of a computer
screen’s output, often containing audio narration. You would attach that here for our support team’s review.
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2.
Submission
b. 14= Click “Submit” and you will then be directed to a confirmation of creation page
i. NOTE: Each request will be assigned a unique number. Reference this number when searching for ticket
history etc. (only if you have a user account)
3.
Email Request Confirmation
c. You will receive an email confirming that your request has been received and is being reviewed by our support
team.
i. NOTE: To add any additional comments to this ticket, simply reply to the email or if you have a user
account, you could also log into HelpMe Premium Outlet Support to add a comment to your ticket thread.
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Ticket Statuses
Open/ Pending/ Solved/ Closed
1.
Overview:
a. Open: Once a request is submitted, HelpME creates a ticket. Status is “Open” for our support team to review
b. Pending: The support team has updated your ticket and we are waiting on your response
c. Solved: The request has been fully tended to and the ticket is now solved
i. After 72 hours, your ticket will be closed.
ii. If you need to follow up on a request after your ticket is closed, follow one of the two steps below.
1. As a Guest: You will need to reply to your most recent ticket email, which creates a “Follow Up”
to your closed ticket.
2. As a User:
a. Select the “Check Your Existing Requests” tab at the top of the page. You will see a list
of your open and pending tickets.
b. Click the link on the right hand side of the page to “View your recently solved and closed
requests”.
c. You will see a list of your solved and closed tickets. Click on the ticket from the list that
you would like to create a follow up to.
d. At the bottom right hand side of the page, click the “create a follow-up link”.
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2.
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