FAQ's
ORDERING CARDS FROM thegiftcardgroup.com
Q: Why do I have to login to order cards from you?
A: As a Best Practice company and a re-seller of open loop (prepaid) and closed looped (retail, services and content) gift cards, we are required, as a term of doing business with our card partners, to identify each client purchase of gift cards from TheGiftCardGroup.com. Registering is a simple, one-time procedure and all information collected is securely stored and used as per our privacy policy. Order processing approvals also become part of your corporate profile, making re-orders fast and easy for you.
We also need to determine if any elements of your intended promotion will include consumer-facing activity, as this will require final approval from the respective gift card partner (for all open and closed loop gift cards). We will manage this approval process for you, ensuring all elements contain the required legal and brand requirements in order to receive final sign off before your program starts.
The gift card industry is seeing extremely high levels of money laundering, far greater than any other activity currently, therefore regulatory and best practices converge to ensure that all details are obtained as part of the ongoing sales process, especially given that gift cards sales are customarily “anonyms”. As you may be aware money laundering is often tied to drugs, arms and terrorism, so obviously very serious consequences may be inured as a result of due diligence not being followed. There are specific levels of identification that are required based on dollar amounts ordered. We are responsible to be able to produce such identification to authorities should this ever be asked of us.
Q: How long does it take to get approval after account information is submitted?
A: Once submitted, you will be contacted by a member of our Account Management Team within 24 hours to verify your information and discuss your current and ongoing gift card requirements.
Q: Is there a minimum order size?
A: No. thegiftcardgroup.com will quickly process any size order - large or small, and we’ll ship in bulk or direct to each recipient, with standard or personalized messaging.
Q: What forms of payment do you accept?
A: We currently accept payment via wire transfer, ACH transfer, corporate cheque, Paypal®, Visa® or MasterCard®. If your gift card requirements are ongoing we can also establish a replenishable draw down deposit account to fund your program instantly. Once payment is received, the cards are activated and shipped per your order. Bulk orders may also be activated upon confirmation of your receipt. You can set your preferred payment method in your profile and this choice will automatically be selected until you choose to make a change.
Q: What are your shipping options?
A: We offer extensive fulfillment services, including bulk shipping of cards to your office, distribution warehouse, direct to consumers, sales channel partners, client recipients – whether to home or office. If you prefer you may choose to set your profile to use your preferred carrier on your account or select from our vast delivery options including regular mail, signature mail, ground or air small package delivery service . Once you set your preference, it will default to that choice, but can easily be changed for future orders, based on your specific circumstances.
Q: Can your cards be customized or personalized?
A: The amount of personalization and customization depends on the type of card you order, however, we offer many options to personalize and customize the material that comes with the cards, including envelopes, inserts, letters, card carriers, etc., all of which can carry the identity of your company or your specific program for added impact.
Gift cards: We are currently working on the option to offer personalization and customization of retail-specific gift cards. Stay tuned as we plan to announce this initiative very soon.
Prepaid reward cards: Several of our prepaid cards offer personalization (includes recipient's first and last name) as well as full customization of the card itself to reflect your branding and / or specific program identity. Your Account Manager will review all of these options with you.
GIFT CARDS
Gift cards are issued by specific retailers for use at their retail outlets.
Q: I just received my Gift Card. Do I need to activate it?
A: Gift cards shipped from thegiftcardgroup.com are always shipped activated or live unless you choose to activate bulk orders in after you receive the cards from us. Please refer to the back of the gift card for information on where to inquire about the balance of your card. You may do so online or via automated toll free services. You may also visit thegiftcardgroup.com and select “check my balance”.
Q: How do I check the balance of my card?
A: There are several ways to check:
1. Most gift cards list a toll free number and/or website on the back of the card to assist you in checking your card balance.
2. Alternatively, you can login to your account on thegiftcardgroup.com and then select the card you wish to check. If the toll free number and/or website are available, they will be listed with the card.
3. For bricks and mortar retailers, you may also visit any of the store locations and ask an associate to provide your card balance.
Q: What do I do if my reward card is lost or stolen?
A: Gift card issuers cannot be responsible for lost, stolen or damaged cards. No refunds are available.
Q: How do I purchase something with my prepaid reward card that is worth more than the amount of money that is on the card?
A: It is important that you always know the balance remaining on your gift card. You may use any portion of the amount loaded on your gift card or all of it, to make a purchase. if your purchase amount is more than your gift card balance your card will be declined as your card can only be authorized for the amount available on the card. in this case, Instruct the sales associate to process the amount that you wish to place on your gift card and the balance with another form of payment such as a debit card, cash or a credit card. This is called a “split tender” transaction.
PREPAID REWARDS CARDS
Prepaid reward cards may be used at any retail location and online wherever the respective brand of reward card is accepted. Thegiftcardgroup.com offers Visa®, MasterCard® and American Express® prepaid cards.
Q: I just received my prepaid card from you. Do I need to activate it?
A: Generally all prepaid reward cards are activated at the time of shipping to the recipient. Only on a program specific basis the card may require activation. In this case, instructions are provided in the card holder package. If in doubt, call the toll free number, visit the website listed on the back of the card or contact your Account Manager at thegiftcardgroup.com for full details.
Q: How do I check the balance of my card?
A: There are a couple of ways to check:
1. Most prepaid cards list a toll free number and/or website on the back of the card to assist you in checking your card balance.
2. Alternatively, you can login to your account on thegiftcardgroup.com and then select the card you wish to check. If the toll free number and/or website are available, they will be listed with the card.
Q: What do I do if my prepaid card is lost or stolen?
A: Follow steps 1 or 2 above. If your card has your name embossed on it, the original card may be replaced for you. The remaining funds can likely be 'frozen' and transferred to a new card, which will be forwarded to you in the mail at a small replacement cost or on the first occasion at no cost, depending on the card issuing partner. If you card does not contain your name, it is typically treated the same as cash and therefore will likely not be replaced.
Q: How do I purchase something with my prepaid reward card that is worth more than the amount of money that is on the card?
A: This is called a 'Split Tender' and you need to let the cashier know exactly how much is available on your card so they do not enter any more than that amount, then you can pay the difference however you wish (cash, credit card, etc.). It's the same as trying to use a credit card that is about to go over the limit or a debit card that has only a few dollars left and you have no overdraft coverage. Therefore, it's very important to always know what your balance is, which can easily be determined by calling the 1.800 number that is printed on the back of the card. (NOTE: it may be better to check you balance on the website, as sometimes there are charges for calling the toll free line and speaking to an agent).
If you are trying to purchase a $50 item and you have $37.50 on the card, it is important to let the clerk know that you will pay $37.50 on the reward card, and the balance some other way. Naturally, if they try to process ever $37.51, the card will be declined as it would be over the limit of available funds.
Q: Can I use my prepaid card anywhere?
A: You can use your prepaid card anywhere the specific brand of card is accepted (Visa®, MasterCard® or American Express®), however, there are some unique situations that may require your attention:
Gas stations and restaurants: both gas stations and restaurants will pre-authorize an amount on the card that will cover the maximum amount of gas you can purchase or in the case of a restaurant, include the amount of a potential tip (20% more than your restaurant bill), so in either case, the amount pre-authorized may exceed the amount of funds and will be declined. Therefore, it is recommended that you do not pay at the pump, but rather inside at the cash register. Similarly, in a restaurant, inform your server that the card should be treated as a debit card, and inform him of the card's balance, placing a specific amount on the prepaid card and any balance on another form of payment, where applicable.
Q: I've heard that Gift Cards do not have expiry dates in many States and Provinces. Why does the card you sent me have one?
A: A prepaid reward card (from Visa®, MasterCard® or American Express®) does not fall under such regulations and is valid through the expiration date shown on the front of the Card or until the value reaches a zero balance.
