LL - Gift Up Gift Card Orders

As part of the SCS BioShield and DML CeraLift upsell funnel, customers will receive an offer to purchase a gift card to use in the Shopify store.

Upon purchasing the GC, the customer will receive an email with their gift card code. The email will arrive from mail@BRAND.com with the subject line "Here's your gift card"

The gift card code will look like a coupon code. Sample code: GC-F6973V767YCL ..and the customer will enter their GC code into the coupon area in the shopping cart.

Unlike a regular coupon code, the GC code works like CASH. If the customer card has a $100 balance and the customer purchases only a 49.95 item there will be a remaining balance on the card.

Unfortunately, the customer will not get notified of their remaining balance.

Therefore, the most common request we'll likely get is from a customer who wants to know the balance of their gift card.

Steps:

-First, verify that they purchased a gift card by looking them up in sticky and obtaining the email address used on the order.

-Gift cards will show in sticky like this:

-We are unable to manage the GC details or view the balance of the GC within sticky. The only thing we can do for the gift card in sticky issues a full refund.

To view/manage gift card details go to the Gift Up app here: https://giftup.app/

DML login: mail@delmarlaboratories.com pw: Af*RJesm4MxxC

SCS login: mail@suncoastsciences.com, PW: bmS2iK@i7w.Tq9b

Next, search for their gift card in Gift Up.

Click "orders" and enter the customer email address that was used on the GC order in sticky.

Now, click on the highlighted code to view the GC details. the code will look like this sample: GC-F6973V767YCL

you will be able to view the remaining balance of the gift card, top-up (add funds), remove funds or void the card.
in situations where a customer asks for a refund on the card - you would need to refund them in sticky, and then void any remaining balance in the Gift up interface.
for gift card purchasers who experience a product issue, you can also add funds to (top-up) their gift card to make up for the service issue vs issuing a refund or sending a free product, etc.

Please watch the video tutorial: https://www.loom.com/share/7a2d73796ec14db69b8cecaed0f0bc66

Gift Card FAQ's

1. How much is the minimum or maximum amount we can top up for GC purchasers who experience a product issue?

Same rules as any support issue
$10 for shipping delay
20% - 30% of purchase for other issues
You can always ask your manager what they feel is appropriate

2. Under what circumstances do we have to top up the card? Customer dissatisfaction? Order delay (Backorder)

Same rules as any support issue or perceived lack of service
Shipping issues, Backorder issues, etc

3. If the customer changes their mind after buying their gift card, can we request a refund? if yes, do we ask Gigi to process the refund in Sticky? Or should we void/cancel their GC in the system? Do we escalate this to Gigi?

The gift card is like cash. The customer paid $xx in advance and can purchase a product with it until the balance runs out.
Sticky collects the money the customer paid for the gift card.
The Gift up app allows us to manage the use of the actual gift card.
There are 2 steps to refunding a Gift Card.
- #1 Voiding the gift card in the gift-up app so it can’t be used anymore.
- #2 Refunding the charge for the gift card in Sticky.
First, the agent would be responsible for voiding the use of the gift card in the gift-up app so the customer can no longer purchase.
After the agent voids the card, they will create a ticket for GIGI to refund the charge in sticky. (the exception to this is the escalation team).

4. For gift card orders, do they have like a pre-fulfillment status just like regular orders? i mean it’s a fact that the order will not show up in SS or PB but we don't know how many hours the gift card details will show up... so what if they change their mind and the agent can only see the order in the SI for example... we might panic since we can’t see the order in the app

Gift card purchases will show up in sticky immediately. It may take a short amount of time (a few mins) for it to transfer from Sticky into Gift Up.
If you need to refund the card -
- Void the card in the gift-up app first.
- Create a ticket for GIGI to refund the charge in sticky after the card has been voided.
If the card is in sticky but not the gift up app, keep the ticket in pending until the card shows up in Gift up. Once the card shows up in Gift up, you can then void it and then arrange the refund to be processed in sticky.
Make sure to void (turn off) the gift card first. If you forget to VOID the card in Gift Up, but you refund the money the customer paid for the card in sticky, the customer will still be able to use the gift card but would have received a full refund for the amount they paid for it.

5. What's the timeframe for the GC details to appear in Gift Up app after the customer orders a GC?

It should arrive in Sticky and Gift up at the same time or maybe just a few minutes apart.

6. Is there a limit on how many GC can a customer purchase?

The GC upsell is the 3rd upsell in the ceralift flow, so it’s unlikely that they’d purchase more than one GC. However, they “could” purchase one each time they make it to that upsell.
We will not be giving them a gift card refill - once they use up their balance, they would need to purchase CeraLift again and get to the upsell.
The GC offer is designed to be a one-time special offer.

7. Can 1 customer purchase a GC and have another person use it? if yes, how can we validate if the customer claims it’s a fraudulent purchase?

Once the customer purchases the gift card, they will receive an email with their gift card code. It looks like a coupon code.
They can use it or gift it to someone else.
In order to use the code, they need to enter it into the coupon code space in the shopify shopping cart.
If someone else uses their Gift Card code which is unlikely, we should work with them to fix the issue. Ultimately, just like a regular product purchase, they can dispute what they were charged to purchase the gift card.
If a chargeback threat arises please contact your manager for advice.

8. Can we still apply the discount if the cx is using a GC to pay for their order? for example CHVIP20 code.

The customer will be placing their own order in the Shopify shopping cart - we would be unable to place the order for them.
The gift card is like CASH - they paid for it in advance and now they are using it to purchase a product by entering the code for the card.
Just like with any “codes” applied in the cart, you can only use ONE code at a time.
If we are running a store-wide sale that doesn’t require them to enter a coupon code, then their GC can be used.
They will not be able to use the GC code and a coupon at the same time.
Also, note that the gift card code will not work on subscription items, they must have only non-subscription items in their cart for the code to work.

9. Can we process an order for a customer over the phone and use their GC as a mode of payment? If yes, can we use the code in Shopify? or do we send the customer to our website?

Send the customer to the website

10. If the balance on the GC is only $10 and they want to use another mode of payment to pay for the remaining amount, will it be allowed? for example: PayPal payment or after pay/shop pay?

The gift card is like CASH - they paid for it in advance and now they are using it to purchase a product by entering the code for the card.
If they have a remaining balance on the card that does not cover the total of their items they will be prompted to enter another form of payment to cover the remaining balance.

11. For chargeback threats, is the escalations team allowed to refund orders if the mode of payment is through GC?

The Gift Card is like CASH. They purchased the GC and that charge is stored in sticky. For Chargeback threats, the charge should be refunded in Sticky and the actual use of the Gift Card should be voided in the GIFT UP app. Voiding the card in the GIFT UP app prevents the customer from using it again. (sticky stores the charge for the card, Gift up allows us to manage the actual card).