Scenario: Customer did not receive the digital gift card after purchase
Check the order in Comestri to confirm the order details and payment status
If order is confirmed as "paid", go to Salesforce Production BM > "Online Marketing" > "Gift Certificates". Search the order by order ID
With the same order ID, you may find multiple gift cards as customers may purchase for multiple gift cards in one order. Just make sure you are clear which gift card is the one that you are looking for.
Click into the "Merchant ID". On the "General" tab, scroll down the page you will see the purchased gift card amount.
Click onto the "Attribute" tab which sits next to the "General" tab, you will see the gift card number from "Gift Code"/"Gift Certificate Code". Copy this gift card number for your next action.
On your desktop, make a copy of the "e-gift card_TRU_template.docx". The template is saved in here:
TRU MSC Digital Team Sharepoint > Gift Card > e-gift card_TRU_template.docxOpen the document, those fields in red are the fields that you must update:
(a) Digital gift card number --> paste the number that you copied from step 5
(b) PIN --> assign a random 6-digit code
(c) Amount --> fill in the amount that you get from step 4
(d) Expiry Date --> you'll be able to find this info in the later steps
(e) QR code image --> you'll be able to create this in the later stepsWhile keeping this word doc open, go to CUL portal and login to the market portal accordingly.
After login, browse "Data Query" > "Card Info Query".
Enter the card number and hit "Query" button.You can see the card expiry date in YYMM format.
In the below example, you see as "2703", meaning it's by 2027 March.
You can go back to the word doc and input the expiry date as the last day of that month, i.e., 31/03/2027Then continue on the CUL portal. Browse "Card Management" > "Change Pwd".
This is to assign a new password to the gift card. Enter the card number and the 6-digit password that you have filled in the word doc. Then hit "update" button.Then go to https://www.the-qrcode-generator.com/ to generate the QR code. (Please create an account for a better handling in long term)
Select "plain text" and input the card number. Select "Static" for the QR code, and hit "Next" to generate the codeLastly, copy the QR code and go back to the word doc and update the QR code with the image you just created.
Save the doc as PDF and it's good to go!
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Scenario: Refund to Gift card (no matter it's Digital or Physical gift card)
*Some customers may have made purchase by gift card and then order get cancelled or returned. In these case we need to refund back to their original payment method.
First of all - Contact customer to confirm whether the card they redeemed is still on hand or not.
(Case A) If the card is still available and on customer's hand
Go to CUL portal "Data Query" > "Card Redeem Query" > select the corporate no and query date to find out which transaction that you're referring to.
Three important values to be remembered:
(a) CARD_NO
(b) TRANSACTION_DATE
(c) Redeem amountGo to "Card Account Management" > "Refund". Locate the transaction by entering the 3 values as mentioned from the above step: card number, transaction date, and amount.
Click by the “transaction no", enter the amount you want to refund under "Returns amount". Add comment under "Remarks" field.
By clicking "Refund" button the amount will be refunded to this original card.
(Case B) If the card is no longer available / customer lost the card already
Create new digital gift card (TBC by Natalie) and remember the card number
Follow the same steps as Case A step 1-3
Go to "Card Account Management" > "Transfer".|
From Card No.*: Enter the old card number under
To Card No.*: Enter the new card you created from step 1