Vantiv Gift Card Not Loaded

Background

A customer tries to use a gift card purchased at the studio or at a different studio. When the cashier checks the balance of the gift card the POS displays “Account Not Issued”. The gift card was not loaded properly at the time of purchase. The franchisee has the option to accept the card or decline the card according to store policy. We will be using the following procedure to resolve a gift card issue when it was not loaded properly. 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: Franchisee, Accounting
Backup: Controller: Carole Assadi

Process

Request
Franchisee via email or phone will contact accounting.

Request must contain as much information as possible:
Customer Name
Customer Phone Number
The studio name where the gift card was purchased
Date of transaction (or approximate)
Amount (if available)
The request will be directed to the person responsible (shown above).

Inquiry
The person responsible will contact the franchisee of the studio where the gift card was purchased.
The franchisee where the gift card was purchased will search their records (receipts, POS Journal or other POS reports) and attempt to find any record of the transaction.

Resolution and Reporting
If the franchisee is able to locate the transaction, the franchisee will load a new card for the exact amount and use the “Studio Credit” tender type. The franchisee will, the next business day, mail the card to the customer. The franchisee will notify accounting that this has been done and is responsible to follow up with the customer to make sure they received the card.
If the franchisee is unable to find any record of the transaction, accounting may perform one of two actions at their discretion:
Corporate will charge the studio that sold the card for the amount. Corporate will activate a new card and mail it to the customer. Corporate will also follow up with the customer.
Corporate will direct the franchisee redeeming the card to enter a credit on the monthly statement. Corporate will also charge the studio that sold the card.
If the card was purchased at the same location where it is being redeemed, the franchisee will activate the card for the correct amount using the “Studio Credit” tender. They will not be reimbursed or charged, as they will make an accounting adjustment.

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 ).