Frequently Asked Questions About E-Gift Cards & Gift Card Credit
Introduction
E-Gift Cards are included for all DermPRO online stores. If redeemed online, there are no tasks and no management required by you. However, sometimes you may have a customer requesting assistance with using a Gift Card or wanting to redeem a gift card in the office. Familiarize yourself with common scenarios of Gift Card redemption in order to be able to assist your customers.
Remember that e-gift cards may be (1) used towards payment of an online purchase by entering the gift card code at checkout, (2) redeemed directly to a Store Account where the value will be stored as credit ("Gift Card Credit") that can be drawn upon, or (3) brought to the office to be redeemed by your staff towards an in-office payment. Refer to the article, Gift Cards and In-Office Gift Card Redemption, for more information about these scenarios and step-by-step instructions on redeeming Gift Card value for in-office redemption.
Here are some Frequently Asked Questions about e-gift cards.
Q. How can my patient check the remaining balance of a gift card?
A. The patient can log into their Store Account, and select My Gift Cards from the Account Dashboard. Paste the Gift Card Code into the "Check/Redeem Gift Card" field and click the Check button. The remaining Active Balance available on that card will be shown.
Note that after checking a Gift Code's balance, the patient can opt to Redeem the balance to their store account, which transfers the balance from the Gift Card to their Store Account. When that is done, neither you nor the patient will see that available balance associated with the Gift Code. The balance is now stored as part of the patient's Store Account > Gift Card Credit. It must be used by applying from Gift Card Credit at checkout.
To use in-office, your staff will need to pull up the patient's Customer Account info and modify the Gift Card Credit balance from their account. Be sure to see the Help Article, Gift Cards and In-Office Gift Card Redemption, for step-by-step instructions on doing this.
Q. How can our staff check the remaining balance of a patient's gift card?
A. You will need the patient to provide either the Gift Card Code or the name of the Customer who purchased the Gift Card. Using either of those pieces of information, you can pull up the Gift Card record from Shop Manager > Gift Cards, using the Search bar.
Once you have located the Gift Card, click the hyperlinked Gift Card Code, or click the pencil icon on the far right, to open up the details of that Gift Card. There is a Balance field in the Gift Card Details.
If the Balance is $0.00, there may still be value that came from this gift card but was transferred to the Gift Card recipient's Store Account (see previous Question). If that is the case, you can open the customer's account from Shop Manager > Customers > All Customers, and click on the Gift Card Credit tab in the customer's information.
Q. My patient says she has unused value on a gift card, but when I review the Gift Card Code, it says the value is $0. Why?
A. In most cases, if the patient believes they have not used their gift card value but Gift Card Code shows a $0.00 balance, the patient has probably redeemed the value to their store account. The value is no longer associated with the Gift Card Code, but rather it is now associated with the person's Store Account.
There are two places you can check and confirm if this is the case. First, check the History tab of the Gift Card Code. When the value is redeemed to a store account, you will see the ACTION of "Redeemed" and the Detail will provide the name of the customer account to which the value was redeemed.
Now, go to the Customer Account details and review the Gift Card Credit tab to confirm the amount of credit that remains. If the customer wants to use that value towards an in-office purchase, you will adjust the credit balance from this Customer screen (use the Edit Balance button), not from the Gift Card Code details.
Q. Can I refund an order on which a gift card was purchased?
A. Your store intelligently accounts for Gift Card status/usage when you attempt to refund the order on which it was purchased. Refunding the order will cancel any gift cards that were purchased on that order. If the Gift Card has already been partially or fully used or redeemed, you will not be able to process a full refund of the order. You will only be allowed to refund up to the amount that remains associated with the Gift Code. If this is your situation and you want to refund an unused portion of a Gift Card Code, go to Gift Cards > open detail > check the remaining balance, and refund only that amount.
Q. How can I export a list of all Gift Cards that were purchased on my store?
A. Go to Shop Manager > Gift Cards to see a list of all gift cards that have ever been purchased on your store. This will potentially include Active, Inactive, and Used cards. First, use the Filter By function to filter by Active gift cards, if that is what you want to export. Then, to export the list, click on the Download button from the upper-right area of the screen.
Q. An order was placed on our store and the Payment shows that "Credit" was used for the purchase. Is that gift card credit?
A. Yes! When you see a discount labeled "Credit", that means the purchaser redeemed gift card value to their store account, and that value lives on their account as "Gift Card Credit."
On the Order Details, when Gift Card Credit is used, it will be labeled as "Credit" and look like this:
On the order, click on the "Order & Account Information" tab, then you will see that the purchaser's name is hyperlinked to their account. Click on that to open the account details.
Once you are in the Account Details, click on the "Gift Card Credit" tab to view the Redemption of the gift card to the account, and the subsequent usage of credit towards their purchase.
Q. How can I refund an order that used a Gift Card or gift card credit ("Credit") for the payment?
A. You may occasionally need to refund an order, but the payment was "0" because the order was paid for using a Gift Card. When you see either a Gift Code referenced for the payment, or a discount labeled "Credit", that means the purchaser paid for the order using a Gift Card Code or "Gift Card Credit" that was redeemed to their account by transfer of a gift card.
If you click the REFUND button and try to refund this order, you will get an error message because there was nothing paid for using a Credit Card and to total shows $0.
In order to refund purchases that were made using Gift Card Code or Credit:
- Workaround to Mark the order as Refunded/Closed.
Go to Store Back-End > Sales > Orders > Filter or Search for the Order and View details > Click Credit Memo button from upper right > Scroll to the bottom of the page and process an Offline Refund. - Restore the Gift Card Credit to the Purchaser's Store Account.
Go to the customer's store account > Gift Card Credit tab > manually add the amount they spent back to their Gift Card Credit balance. Click the EDIT BALANCE button, and enter a positive number to reflect the amount of credit you are adding back to accommodate the refunded order.
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