One of the biggest challenges on larger sales is involving clients who already have several hundreds or even thousands of gift cards out in the market. How do you switch them over without messing up their gift card program? Here are the options you have available:
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First, get the contact information for the gift card provider. The gift card activity very likely comes on a separate statement. If so, get this statement and call them. Tell them the merchant is switching processors and would like to keep the current gift card program. Explain that you will be providing a new terminal. Ask if they can build a file just for the gift cards which will work on that terminal. Many times these files have their own group like a “Group 12 download” or “Group 6 download.” If they can do this, you are all set. Just install the new terminal and download this separate file. Make sure they do not mess with “Group 1” or “Group 2.” They will walk you through doing the download just like the tech support department at your processor walks you through a standard reprogram.
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If they cannot do this, you have several other options: You can set up a new gift card account for the merchant. Contact your gift card vendor about loading a “Current Liabilities Report” into the system for the new account. This report is obtained from the merchant’s current gift card provider. It shows each outstanding, activated card number and the remaining balance on that card. Many times your gift card vendor can reprogram cards and / or load this file into the merchant’s system to honor the outstanding cards. Contact your gift card provider for more information. >If this is not possible, you can simply get the “Current Liabilities Report.” Provide this to the merchant after three hole punching it, along with the new cards for your gift card program. When someone walks in with an old card, the merchant can look up the card on the current liabilities report to see how much balance is left. Then he or she can activate one of the new gift cards with this balance. >If none of these options are acceptable or possible, the last resort is to leave the old machine fully operational. Don’t cancel the old account; have them simply continue to use that terminal for gift cards only. A couple other tips: Do not offer to reprogram the merchant’s terminal. No matter which option you choose, you cannot risk losing the gift card file. If you do, your name will be mud!!!! Also, even if you can convert them over to your program, there will probably be a one or two month delay. To have the old terminal for processing the gift cards during this time will be nice.
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Lastly, gift card providers hate to provide a “Current Liabilities Report.” They know it means they are losing a client. Don’t be surprised if they only provide these on the first of the month or tell you it will be weeks before they can get it. Explain this to the merchant and be patient.
Good Luck!
James Shepherd
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