GIFT CARD PROGRAM QUICK REFERENCE GUIDE. This quick reference guide will help. you become acquainted with the. gift card process, answer common

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1 QUICK REFERENCE GUIDE GIFT CARD PROGRAM This quick reference guide will help you become acquainted with the gift card process, answer common questions and get you started selling and accepting gift cards right away.

2 FOR MORE INFORMATION Visit ChasePaymentech.com GIFT CARD PROCESS 1. ISSUANCE Customer purchases gift card and merchant activates card. $ $ $ Gift cards require their own types of transactions and have to be managed through a life cycle. CONTENTS 2. REDEMPTION Customer makes purchase with gift card and redeems amount of purchase from card. To begin a gift card transaction, refer to the quick reference guide, manual or how-to video for your payment solution. GETTING STARTED Gift Card Process... 3 Transaction Types PRINT REPORT/BALANCE Merchant prints report from POS terminal to balance transactions from batch. Voice Authorization... 5 Gift Card Features... 6 Settling the Batch... 7 Reporting SETTLEMENT Merchant settles batch to clear transactions for next day. REFERENCE Common Error Codes... 8 Frequently Asked Questions... 9 For Assistance

3 TRANSACTION TYPES VOICE AUTHORIZATION If you re participating in our proprietary Gift Card program, then your payment solution supports various stored value card transaction types. Refer to this section for information on what gift card transactions are available and when to use them. ADD TIP* A gift card redemption transaction for the amount of the tip, if tip processing is enabled. BALANCE INQUIRY A gift card transaction that returns the consu mer s available card balance (without changing it) to the point of sale. BLOCK ACTIVATION* A gift card transaction that activates a block of multiple cards in a single transaction. This transaction is typically used to fulfill larger corporate orders. Cards are sent to you in sleeves with the cards in sequential order (aside from the last digit on the card). You must keep cards in sequential order to issue a block activation. DEACTIVATION* A gift card transaction that fully depletes the account balance, and changes the status of a card to inactive. Inactive cards cannot be used for redemptions. ISSUANCE A gift card transaction that adds value to the card account. This transaction can be used to issue and activate a new card or to re-load an active gift card with incremental value. You must activate the card and enter the dollar amount to issue a new card, even on a predenominated card. Check the balance on the receipt to verify you ve issued the correct amount. PARTIAL REDEMPTION (OPTIONAL)* This feature allows a redemption transaction to be approved when the transaction amount exceeds the balance on the account. The approved amount and amount due are printed on the transaction receipt. PRIOR/ISSUANCE/REDEMPTION (FORCE) If you are unable to run a gift card transaction through your point-of-sale device (terminal down, phone lines down, etc.), you can call Chase Paymentech s Gift Card voice authorization service. When your service is restored, a Prior or Force should be performed to maintain accurate balance reporting from your point-of-sale device. REACTIVATION* A transaction that changes the status of a gift card from inactive to active; it can only be used to activate gift cards that have been deactivated. REDEMPTION A transaction that decreases the value stored on the customer s gift card account, when it is provided to purchase goods or services. VOID Perform a void to cancel and attempt to reverse a gift card transaction that s in your open batch. Please have the following information ready: Chase Paymentech Gift Card Merchant ID (MID) Gift Card Account Number Transaction Type Transaction Amount You will be given an approval code that you can write down. Then, when your point-of-sale device is ready, perform a prior authorization or force transaction, to maintain accurate balance reporting and keep your business running smoothly. Make sure you securely dispose of any numbers or codes related to the transaction, once it s been entered in your POS system. 1. ENTER CARD NUMBER Enter your card number, not including the 4-digit PIN. Press the Pound [#] key. 2. SELECT THE TRANSACTION TYPE Select the appropriate transaction type: Press [1] to request the available balance on the gift card Press [2] to request recent transactions associated with the card Press [3] to request the date of card activation Press [4] to request the card s expiration date Helpful Hints To repeat the information, press [9]. To return to the transaction menu, press the Star [*] key. If you are unable to run a transaction (due to a power outage, for example), call our Gift Card voice authorization service to request an issuance or redemption from a live agent. Gift Card Voice Authorization Service: IVR SYSTEM An interactive voice response (IVR) system is available for you or your customers to inquire about a particular card. Interactive Voice Response System: *Available only in some POS applications. 4 5

4 GIFT CARD FEATURES SETTLING THE BATCH Gift cards are required to have certain common elements, to bear account information or provide infor mation to the customer. ACCOUNT NUMBER Printed or embossed on the card, this number can be used by the customer when checking the remaining balance on the card, and can be keyed into the POS device if the magnetic stripe does not work. CVD2 NUMBER A four-digit code found on the card, which is used in a card-notpresent or hand-keyed transaction situation to verify that the cardholder retains the card. DISCLAIMER Language printed on the back of a card explaining the merchant s rules for their gift card program. EXPIRATION DATE A period of time from the point of issuance, defined by the merchant, at which time any remaining balance on a gift card is depleted. Language describing this process will appear on the back of the card if it is being used. ABOUT SETTLEMENT Although gift card balances are adjusted in real time and do not require settlement for processing, they can contribute to the number of items in your current open batch. Make sure you settle your batches regularly, to prevent your point-of-sale device from being incapacitated due to a full batch. Your point-of-sale device uses either a Terminal Capture System (TCS), meaning it stores transactions throughout the day and sends batch totals of sales and refunds to the host (Chase Paymentech) after the close of business, or a Host Capture System (HCS), meaning all transaction information is sent to and stored by the host (Chase Paymentech) at the time of sale. Your gift card transactions must be settled regularly. A Settlement operation is used to close the current batch and open a new batch for logging and accumulating transactions. REPORTING INACTIVITY FEE A fee that is charged to the customer s gift card account after a period of account dormancy. This fee is charged to the account monthly until the customer uses the card again, or until the account balance is fully depleted. Language describing this process will appear on the back of the card if it is being used. IVR NUMBER Printed on the back of the gift card, this phone number allows a customer to check the available balance and hear a playback of any recent transactions associated with the account by calling hours a day, 7 days per week. RESOURCE ONLINE: GIFT CARD REPORTS Transaction Summary Report Transaction Detail Report Outstanding Liabilities Report Search for issuance, redemptions and other card data by hierarchy level or by merchant location. Lists all authorized stored value transactions. Provides card balance information for a snapshot of the outstanding gift card liability on any given day of the report period. Payment data reports can help you control your business costs, maximize efficiency and identify suspicious activity. You should reconcile your gift card activity frequently. Present at the merchant indicated on the front of this card for the purchase of goods or services in the United States. This card cannot be redeemed for cash (except as otherwise required by law) or replaced if lost or stolen. If found, please return this card to the merchant. Please call for balance information XXXXXX XXXXXXX 1234 Gift Card program reporting should be available from your point-of-sale solution, whether it s an integrated cash register, online portal or countertop payment terminal. These reports can assist with end-of-day gift card reconciliation. Plus, you should have access to Resource Online, our proprietary web portal, which includes Gift Card Reports for program subscribers. Visit chasepaymentech.com to learn more and log in. 6 7

5 COMMON ERROR CODES FREQUENTLY ASKED QUESTIONS ERROR CODE DESCRIPTION ACTION HOW CAN I HELP PREVENT FRAUDULENT TRANSACTIONS? In the event that your point-of-sale solution displays an error, refer to these error codes to troubleshoot your gift card transactions. If the code you are experiencing is not shown, retry the transaction, or if possible, manually enter the account number. If the error persists, contact your Help Desk for support. AUTH DECLINED CALL VOICE OPER CARD EXPIRED CARD NOT ACTIVE INVALID CARD NO INVALID MERC NO UNSUP- PORTED CARD Account balance remaining is not enough to cover the redemption transaction being attempted. Local telephone lines may be having difficulty. The card you are attempting to redeem has passed its expiration date. You are attempting a balance inquiry or redemption transaction on a card that has not yet been activated. If manually keying your transaction, one or more of your card digits are incorrect. If attempting a swipe transaction, the magnetic stripe may be experiencing difficulty. The merchant account is not set up properly in Chase Paymentech s internal database. You have attempted a gift card transaction without selecting the Gift Card option. Check the balance printed on the decline receipt and retry the transaction for the remaining balance. If balance is zero, then request another form of payment. Call for a voice approval. Have your merchant number, card number, type of transaction and amount ready. Follow internal procedures for customer service. Follow internal procedures for customer service. Attempt the transaction again by manually keying the card number. Contact Technical Support. Please select Gift Card on your POS equipment, then follow the prompts for the transaction you would like to perform. Maintain inventory control just as you would for any product sold. Match terminal reporting to register reports for numbers and amounts of gift cards sold. Treat activated cards like cash; don t pre-activate unless necessary. When shipping active cards, use traceable and/or insurable shipping methods. Utilize point-of-sale equipment passwords, and only allow managers to perform activation/issuance transactions. WHAT SHOULD I DO IF THE TRANSACTION IS DECLINED? If your terminal does not allow for partial redemption and the purchase amount is greater than the card balance, the transaction will be declined. Your terminal will always print the remaining gift card balance on the receipt, so you can simply re-run the transaction for the amount available on the card and ask your customer for another payment method for the remainder. DO I HAVE TO HAVE THE GIFT CARD TO RUN A TRANSACTION? Manual entry of a gift card account number is allowed. But, you may want to restrict manual transactions if the card is not present, to prevent lost or stolen cards from being used. Enter the card s 4-digit CVD PIN in your point-of-sale solution to ensure the cardholder has possession of a legitimate card. WHAT DO I DO IF A CUSTOMER LOSES THEIR GIFT CARD? If the card number is available (for example, on a receipt), you can perform a deactivation transaction, or perform a balance inquiry to obtain the remaining balance and redeem that amount to return the balance to zero. continued on next page Gift Card payment processing is unique. Refer to this section for answers to questions you may have both now and in the future. As you become familiar with gift cards, remember that you can call for technical support if you have any questions. 8 9

6 FREQUENTLY ASKED QUESTIONS CONTINUED Gift card payment processing is unique. Refer to this section for answers to questions you may have both now and in the future. As you become familiar with gift cards, remember that you can call for technical support if you have any questions. HOW ARE GIFT CARD TRANSACTIONS REFLECTED ON MY MERCHANT STATEMENT FROM CHASE PAYMENTECH? Because your merchant statement is a standard credit card account statement, you will see gift card transactions memo posted, meaning that no funding happened as a result of that transaction. All funds are held by you, the merchant, upon issuance. You will see issuances reflected as returns and redemptions reflected as sales in your merchant statement for transaction fee purposes. WHAT SHOULD I DO IF A GIFT CARD IS ISSUED FOR AN INCORRECT AMOUNT? Perform a void transaction on the incorrect amount and reissue the gift card for the correct amount, either by swiping or keyentering the card number. If you have already cleared your batch, you can add value or redeem the gift card for the difference. Please note: Some or all of the above may not necessarily be applicable to your business. Please refer to your own corporate policies for specific procedures. FOR ASSISTANCE Please note the following helpful phone numbers for assistance with your Gift Card program. Remember that you can call for technical support if you have any questions. 10 INTERACTIVE VOICE RESPONSE SYSTEM (IVR): VOICE AUTHORIZATION SYSTEM: GENERAL GIFT CARD SUPPORT: POINT-OF-SALE HELP DESK: GIFT CARD MERCHANT NUMBER: Please refer to your POS provider and write in the phone number they provide in the space at left. To expedite your calls, please refer to your gift card materials and write in your merchant number at left. POS-0432 PENT , Chase Paymentech Solutions, LLC. All rights reserved.