Troubleshooting & FAQs

Q: A customer's gift card is not working at the POS. What should I check?

A:

• Check Input: First, carefully verify that the cashier is entering the correct Gift Card Number and PIN.
• Check Status: Use the Gift Card Report in OptCulture to check the card's status. Confirm it hasn't Expired and that it has an Available Balance.
• Check Customer Lock: Remember that after the first redemption, the card is locked to a specific customer. If a different customer is trying to use it, it may be rejected.

Q: What is the difference between Full and Partial redemption?

A:

• Full Redemption: Uses the entire card value in one transaction, even if the purchase is for a lower amount. No balance is carried forward.
• Partial Redemption: Only deducts the purchase amount, allowing the customer to use the remaining balance on a future purchase. (This is the most common and customer-friendly option).

Q: A customer lost their virtual gift card details. How can I help them?

A: You have two options:

• Customer 360: Search for the customer in the main Customers section. Their profile and transaction history may show the issued card.
• Gift Card Report: Go to the Gift Card Report and search using the customer's mobile number under the "Purchased By" column to find all associated Gift Card Numbers.