FREQUENTLY ASKED QUESTIONS

Q: How is a gift card balance obtained?

A: A customer may obtain the gift card balance by:

1) Visiting the management office/customer service booth.
2) Visiting www.giftcardbalance.com.
3) Calling the interactive voice response system at 1-877-368-7530.*
4) Calling the above number and pressing the correct prompt to speak with a live customer service operator.**
5) Balances can be obtained on any merchant sales receipt (the balance appears as the authorization code).

*49¢ fee applies to the customer per call.
**95¢ fee applies to the customer per call.

Q: How do I process a return on an item purchased with a gift card?

A: The customer should present the gift card and merchandise to be returned. Depending on your store’s policy, the customer may need the gift card to process the return or receive in-store credit. Refunds or credits issued to a gift card require a minimum of 2-business days to process.

Q: What if the purchase amount is greater than the customer’s gift card balance?

A: You should process the customer’s gift card for the exact amount of the available funds on the gift card. The balance of the transaction may be paid with an alternate form of payment accepted by your store, only before processing the gift card. Refer to “How do I process a split-transaction?”

Q: Will the customer’s gift card expire?

A: Yes, the customer’s gift card will expire, except where prohibited by law. Customers can find the expiration date on the front of the gift card.

Q: Can this gift card be accepted in my store?

A: The gift card can be used at all stores accepting the DISCOVER® Credit Card.

Q: Can additional funds and refunds be added to the gift card?

A: Additional funds cannot be added to the gift card; however, a merchant may add a refund to the gift card. If additional funds are required, the customer must visit the Vail Chamber & Business Association to purchase a new card.

Q: Are there fees associated with processing a gift card?

A: You will not receive any additional fees through your association with this program. Your regular processing fees will be determined by your bank as normal.

Q: How do I process this gift card?

A: Process the gift card as you would any DISCOVER® Credit Card. DO NOT process as an in-store gift card. Before running the gift card through your POS (point of sale) device, verify with the customer that the gift card balance is more than or equal to the transaction amount. If the balance of the gift card is less than the transaction amount, use your store’s split-transaction policy. Transaction approval is based on the balance of the gift card.

• If the transaction is processed correctly and is approved, you will receive a 6-digit DISCOVER® authorization code to complete the transaction. Please return the card to the customer.
• The gift card can be manually processed (off-line), just as you would any other.
  DISCOVER® Credit Card. The 16-digit card number is printed on the front of the card.
• For further assistance processing the gift card, please contact the Vail Chamber & Business Association.

Q: What do I do if the authorization code is not accepted by my register?

A: A gift card may decline due to delays in the processing. This means that the transaction was approved by the processor however; the authorization code is not accepted by your terminal (POS) device. Call 1-888-489-0464 and a customer service representative will be able to reverse the failed transaction.

Q: What if the gift card is declined, even though sufficient funds remain on the gift card?

A: Some merchants, such as restaurants and salons may add a fixed percentage (10%-20%) to the authorization amount, increasing the amount to process on the card, resulting in a decline. You should be aware whether or not your store adds a fixed percentage (in anticipation of receiving a gratuity) and it is your responsibility to notify the customer of this increase.

Q: Does this gift card change my settlement process?

A: Your settlement for goods and services sold using the gift card will be processed with your other DISCOVER® Credit Card transactions.

Q: How do I process a split-transaction?

A: If your store has a split-transaction policy you should follow your store’s policy. If your store does not have such a policy you may follow these steps:

• Determine the amount remaining on the customer’s gift card without processing a transaction.
• Accept an alternate form of payment for the difference before processing the gift card.
• Swipe the gift card, processing the remaining balance due.
  Note: If your terminal does not allow split transactions among multiple credit cards, you may use the gift card to purchase an in-store gift certificate or gift card prior to making the sale.

Q: Why is the gift card being declined?

A: There are two main reasons a gift card may be declined:

• A gift card will be declined if the purchase amount exceeds the balance remaining on the gift card.
• Some merchants may add a fixed percentage to the authorization amount. See the answer for “What if the gift card is declined even though sufficient funds remain on the gift card?”