FAQs

Merchandise Trade-in Program

1. The number of points on my trade-in point allocation card does not match the number of points in the Trade-In Store system. How can I get this corrected?
               a.   If there is a discrepancy between the points allocated on the trade-in point allocation card and the total points in the Trade-in Store system, please contact your site coordinator or companyidentity@andeavor.com. Your site coordinator will research the discrepancy and will work with the vendor to get your point allocation corrected.
   
   
2. I traded in merchandise and received a point allocation card but the system does not recognize my email address and employee ID number when I try to log-in. How can I get this corrected?
               a.  Please contact Trade-In Store customer service to get assistance with log-in. The Trade-In Store customer service desk is open Monday through Friday, 8 a.m. to 5 p.m. CST.
   
   
3. I can only remember the last 5 digits of my employee identification (ID) number. How can I find my full employee ID number?
               a.  Legacy Tesoro and Andeavor employee ID numbers are eleven characters long. Both legacy Tesoro and Andeavor employee ID numbers start with TSO and are followed by three zeros and five digits (e.g. TSO000XXXXX).
               b.  Legacy Western Refining employee ID numbers are nine characters long,  starting with WNR followed by zero and five digits (e.g. WNR0XXXXX).
               c.  Legacy Northern Tier Energy (NTI) employee ID numbers are nine characters long, starting with NTI follows by six characters (e.g. NTIXXXXXX)
   
   
4. Can I place multiple orders?
               a.  Due to the size of the program, employees are only allowed to place one order. Before submitting your order, please confirm that you have selected all desired merchandise and have depleted all available points. We will not be able to accommodate changes once your order has been submitted.
   
   
5. I placed an order but didn’t use all my points. I’m trying to place a second order to use the remainder, but the site won’t let me.
               a.   Due to the size of the program, employees are only allowed to place one order. Before submitting your order, please confirm that you have selected all desired merchandise and have depleted all available points. We will not be able to accommodate changes once your order has been submitted.
   
   
6. I ordered the wrong size or color. Can I update my order?
               a.   Due to the size of the program, we are unable to accommodate order changes, though you may find a colleague willing to exchange sizes or colors with you.
   
   
7. How can I confirm what size I need to order?
                a.  For all apparel items, sizing charts are listed on the individual apparel product pages. Please use the sizing chart to determine what size to order. If you have specific sizing questions, please contact Trade-In Store customer service. The Trade-In Store customer service desk is open Monday through Friday between 8 a.m. and 5 p.m. CST.
   
   
8. Can I give my friends points?
               a.  Points are non-transferable. Points are assigned to individual employees and cannot be transferred or pooled together.
   
   
9. Can I add cash to my points to get additional items?
               a.  The Trade-In Store only accepts points. If you want to buy new Andeavor merchandise, please visit the Andeavor Company Store.
   
   
10. I forgot to place my order before the order period for my location closed. Can I still place my order?
                a.  To minimize shipping costs, orders must be placed within the ordering window. If you'd like to discuss your specific circumstance further, please email companyidentity@andeavor.com.
    
    
11. When will the new merchandise arrive?
                a.  New merchandise should arrive to your site approximately five weeks after your site's ordering period has ended. Site coordinators will communicate pick-up details when new merchandise arrives.
    
    
12. I’m having difficulty ordering. Who can I contact?
                a.  Please contact Trade-In Store customer service to get assistance with ordering. The Trade-In Store customer service desk is open between Monday through Friday, 8 a.m. and 5 p.m. CST.
    
    
13. How will the new merchandise be distributed?
                a.  The distribution process will vary slightly by site. Site coordinators will communicate pick-up details when new merchandise arrives.