Vantiv E-Gift Card Customer Complaints

Background

A customer places an order for an e-gift card and does not receive it. The customer has the option to have the e-gift card emailed to their email or an alternative email address. We will be using the following procedure to resolve e-gift card issues with the customer and/or franchisee. This procedure is required to be compliant with the Color Me Mine Enterprises, Inc (CMME) Standards and Controls. This procedure shows increased efficiency in process, accuracy, and time.

Level: Corporate
Responsible: IT Manager (Mark Hegstrom, mark@colormemine.com)
Backup: Controller: Carole Assadi

Process

Request
Requestor (customer or franchisee via email, phone or “contact us” link) will submit the request.

Request must contain as much information as possible:
Customer Name
Customer Email Address
Customer Phone Number (if available)
Order Confirmation Number or Order ID (if available)
Date of transaction (if available)
Amount (if available)
The request will be directed to the person responsible (shown above).

Inquiry
The person responsible will contact Vantiv’s e-gift processor “Arrow Eye” (800) 605-9722.
The person responsible will follow up with the customer or franchisee directly via both email (for record keeping) and phone number (if available).

Resolution and Reporting
The person responsible will continue to follow up with both the customer (or franchisee) and Arrow Eye (if needed) until the problem has been resolved.
The person responsible will keep all email correspondence and record all communication and responses. This will be recorded in a file named “Vantiv-Egift-IssueTracking” located on the “X” drive.
If there is no response from the customer (or franchisee), the person responsible will make daily attempts to contact for 1 week, then a minimum of 2 attempts per week for 30 days. If there is not response from customer (or franchisee) for more than 30 days the incident will be logged as non-responsive and all attempted communication must be logged and retained.

General Information
If any questions and/ or clarification come up prior or during the processes outlined in this procedure, the executive staff is responsible for coordinating timely with the person responsible or Corporate Controller (Carole Assadi- carole@colormemine.com ).