Frequently Asked Questions

Below are the answers to frequently asked questions for the Xerox Online Rebate System.

What does the request status mean?

The status of your rebate request will change as your request is being processed. The status codes are:

My request was denied, how can I get it approved?

View your request denial reason by using the Where's My Rebate feature and verify that your Xerox product purchase and submission met all of the rebate program eligibility guidelines. If you don't believe your request should have been denied you will need to contact your Xerox Reseller/Agent.

My rebate includes free supplies or product, when will I receive these?

Once you have submitted your request in the Xerox Online Rebate System and have uploaded in the required back-up documentation it will take 6-8 weeks to receive the rebate offer item.

Where do I find the Terms and Conditions for my rebate program?

The Terms and Conditions that you agree to when submitting a rebate claim can be found on the Xerox Rebate Terms and Conditions page at www.xerox.com/office/terms.

The system will not accept the Serial Number of my Xerox product.

Verify that you are entering the correct Serial Number for your product. The best way to do this is to print out a printer start-up page using the instructions in the product manual or locate the Serial Number on your Xerox product.

How do I submit a rebate request?

If you have purchased a qualifying Xerox product that has a rebate offer, then you can use the Xerox Online Rebate System to submit your rebate request. Click on the Submit a Rebate Request link and follow the instructions to complete the request.

I don't know what the offer code is for my rebate, how do I submit a request?

If you do not know what the Offer Code is for your rebate, then leave the field blank and use the wizard to determine what rebate program your Xerox product is eligible for.

How long will it take to receive my rebate check?

Once you have submitted your request in the Xerox Online Rebate System and have uploaded in the required back-up documentation it will take 6-8 weeks to receive the rebate check. You can track the status of your rebate request by returning to the system and using the Check section.

How do I check the status of my request?

To check the status of your request you will need the email address used in the submission and either the product Serial Number or the Xerox Request Number. Enter this information in the Check Your Rebate's Status section and click submit. Your request status and payment information will appear.

How do I know if my uploaded documentation has been received?

Once the uploaded documentation for your request has been received, you will receive an email notification. If you have not received this email and your request is showing a status that your request has been received and is awaiting, then you will need to resubmit the documentation.

I've misplaced the request coversheet, how can I obtain another one?

To obtain an additional copy of your request's coversheet you will need the email address used in the submission and either the product Serial Number or the Xerox Request Number. Enter this information in the Check Your Rebate's Status section and click submit to bring up the request information. Click on the “Coversheet” link to open and reprint the required coversheet.

I have submitted my request online, now what?

Once your rebate request has been submitted online, you will need to use the provided coversheet to upload file in your back-up documentation.

What back-up documentation do I have to provide for my request?

All rebate requests require back-up documentation to be uploaded in with the provided request coversheet in order to be complete. The request coversheet will identify what the required items are for your request and where to send the documentation.

How do I print a printer start-up page?

All Xerox printers have a printer Start Up page or Configuration page that shows the printer serial number. This is required during the claim process to validate the serial number. This page is automatically defaulted to print when your printer is powered on. If this feature has been turned off, then the start-up page can be printed by following the below steps:

My product doesn't have a start up page.

If the Xerox product you are submitting a request for is a Multi-Function machine, such as a WorkCentre or FaxCentre, you may not be able to print out a start-up page. In this case, please mark your Serial Number clearly on the Cover Sheet of your supporting information submission.

Can I apply for a rebate that is expired?

Rebate requests must be submitted within the allowed timeframe for the rebate program and identified in the rebate program documentation. If you submit a request for your product and no rebate programs are available, then you cannot claim a rebate for your product.

What if my rebate cannot be found?

If you have used the Check Your Rebate's Status feature to check the status of you rebate and your rebate could not be found, double check the information that you have submitted. If you still cannot locate the rebate, email the Xerox Rebate Help Desk at xerox@acbcoop.com for assistance.

Why won't the system take a P.O. Box as my address?

For auditing purposes the Xerox Online Rebate System requires that the rebate request payment address matches the product invoice address for your Xerox product or supplies purchase. Additionally, if your rebate offer includes a free product or supplies offer, we can only ship to a Street Address.

My request was denied for missing documentation, how can I get it approved?

If has not been 30 days since your request, you may submit any missing or corrected documentation for your request by uploading the documentation with the original Coversheet, noting that it is a resubmission, within 30 days of your request date.

My request was denied for program ineligibility, how can I get it approved?

Check your request denial reason by using the Check Your Rebate's Status feature and verify that your Xerox product purchase and submission met all of the rebate program eligibility guidelines. If you need more information as to why your claim was denied, email the Xerox Rebate Help Desk at xerox@acbcoop.com for assistance.

I cannot find my rebate program in the system.

If you cannot locate your rebate program in the system, then check the following:

Still have Questions? Call our toll-free number (866) 973-8876 to speak with a Xerox Rebates customer service representative. Our business hours are 8:00 am to 4:15 pm CST, Monday - Friday.