Chase Payment Tech Gift Card Quick reference guide

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QUICK REFERENCE GUIDE
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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.
GIFT CARD PROCESS
FOR MORE INFORMATION
Visit ChasePaymentech.com
1.
CONTENTS
GETTING STARTED
Gift Card Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Transaction Types
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ISSUANCE
Customer purchases gift card
and merchant activates card.
2.
REDEMPTION
3.
PRINT REPORT/BALANCE
Customer makes purchase
with gift card and redeems
amount of purchase from card.
$ $
$
Gift cards require
their own types
of transactions and
have to be managed
through a life cycle.
To begin a gift card
transaction, refer to
the quick reference
guide, manual or
how-to video for your
payment solution.
Merchant prints report from
POS terminal to balance
transactions from batch.
4
Voice Authorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Gift Card Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Settling the Batch
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
4.
SETTLEMENT
Merchant settles batch to
clear transactions for next day.
REFERENCE
Common Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Frequently Asked Questions
. . . . . . . . . . . . . . . . . . . .
9
For Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
3
TRANSACTION TYPES
VOICE AUTHORIZATION
ADD TIP*– A gift card redemption transaction for the amount
of the tip, if tip processing is enabled.
■ Chase Paymentech Gift Card Merchant ID (MID)
BALANCE INQUIRY – A gift card transaction that returns the
■ Gift Card Account Number
consu&shy;mer’s available card balance (without changing it) to the
point of sale.
■ Transaction Type
BLOCK ACTIVATION*– A gift card transaction that activates a
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.
Please have the following information ready:
“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
■ 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.
account balance, and changes the status of a card to “inactive.”
Inactive cards cannot be used for redemptions.
If you are unable
to run a transaction
(due to a power
outage, for example),
call our Gift Card
voice authori&shy;zation
service to request
an issuance or
redemption from
a live agent.
Gift Card Voice
Authorization Service:
1.888.959.1493
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.
IVR SYSTEM
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.
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:
■P
ress [1] to request the available balance on the gift card
■ Press [2] to request recent transactions associated with
the card
An interactive voice
response (IVR)
system is available
for you or your custo&shy;
mers to inquire about
a particular card.
Interactive Voice
Response System:
1.800.242.5353
■ 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.
*Available only in some POS applications.
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GIFT CARD FEATURES
SETTLING THE BATCH
ACCOUNT NUMBER
ABOUT SETTLEMENT
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.
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.
CVD2 NUMBER
Gift cards are
required to have
certain common
elements, to bear
account infor&shy;
mation or provide
infor&shy;mation to the
customer.
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.
Your gift card trans&shy;
actions must be
“settled” regularly. A
Settlement operation
is used to close the
current batch and
open a new batch for
logging and accumu&shy;
lating transactions.
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.
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.
RESOURCE ONLINE: GIFT CARD REPORTS
Transaction
Summary
Report
Search for issuance, redemptions and
other card data by hierarchy level or by
merchant location.
IVR NUMBER
Transaction
Detail
Report
Lists all authorized stored value
transactions.
Outstanding
Liabilities
Report
Provides card balance information for a
snapshot of the outstanding gift card
liability on any given day of the report period.
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
1.800.242.5353 24 hours a day, 7 days per week.
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 1-800-242-5353 for balance information.
605371 XXXXXX XXXXXXX
Payment data reports
can help you control
your business
costs, maximize
efficiency and identify
suspicious activity.
You should reconcile
your gift card activity
frequently.
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.
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COMMON ERROR CODES
In the event that your
point-of-sale solution
displays an error,
refer to these error
codes to trouble&shy;
shoot your gift card
transactions.
If the code you are
experiencing is not
shown, retry the
transaction, or if
possible, manually
enter the account
number.
FREQUENTLY ASKED QUESTIONS
HOW CAN I HELP PREVENT
FRAUDULENT TRANSACTIONS?
ERROR CODE
DESCRIPTION
ACTION
AUTH
DECLINED
Account balance
remaining is not
enough to cover the
redemption
transaction being
attempted.
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.
■ Maintain inventory control just as you would for any
product sold.
Local telephone lines
may be having
difficulty.
Call 1.888.959.1493
for a voice approval.
Have your merchant
number, card number,
type of transaction
and amount ready.
■ When shipping active cards, use traceable and/or insurable
shipping methods.
CALL VOICE
OPER
CARD
EXPIRED
The card you are
attempting to redeem
has passed its
expiration date.
Follow internal
procedures for
customer service.
CARD NOT
ACTIVE
You are attempting
a balance inquiry
or redemption
transaction on a
card that has not
yet been activated.
Follow internal
procedures for
customer service.
INVALID
CARD NO
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.
Attempt the
transaction again
by manually keying
the card number.
INVALID
MERC NO
The merchant account
is not set up properly
in Chase Paymentech’s
internal database.
Contact Technical
Support.
UNSUPPORTED
CARD
You have attempted a
gift card transaction
without selecting the
“Gift Card” option.
Please select “Gift
Card” on your POS
equipment, then follow
the prompts for the
transaction you would
like to perform.
If the error persists,
contact your Help
Desk for support.
■
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.
■ 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.
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.
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
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FREQUENTLY ASKED QUESTIONS
CONTINUED
HOW ARE GIFT CARD TRANSACTIONS REFLECTED ON MY
MERCHANT STATEMENT FROM CHASE PAYMENTECH?
Gift card payment
processing is unique.
Refer to this section
for answers to
questions you may
have both now and
in the future.
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.
As you become
familiar with gift cards,
remember that you
can call for technical
support if you have
any questions.
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.
INTERACTIVE VOICE RESPONSE SYSTEM (IVR):
1.800.242.5353
VOICE AUTHORIZATION SYSTEM:
1.888.959.1493
GENERAL GIFT CARD SUPPORT:
1.888.464.9912
POINT-OF-SALE HELP DESK:
Please refer to your POS provider and
write in the phone number they provide
in the space at left.
GIFT CARD MERCHANT NUMBER:
To expedite your calls, please refer to
your gift card materials and write in your
merchant number at left.
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PENT-098 0714 &copy;2014, Chase Paymentech Solutions, LLC. All rights reserved.
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