Within this page, the following topics will be covered:
How to issue Gift Cards
1. Issue Gift Cards from the Order page
On the order page, in the Payment Details section, users can issue a new Gift Card by taking advantage of the button Issue New Gift Card.
Exception
Please note that ONLY CRM users with the Customer Service Admin or Root roles are allowed to exceed the total value of the order, when adding the Gift Card amount. In this specific case, for these users the system will only show a Warning Message stating that the value of refunds + gift cards exceed the total order value, and asking to choose between the option the following two options: Proceed or Cancel.
Any other CRM roles, is not allowed to create a Gift card which amount exceed the order grand total. In this case, it displays an error message stating that the value exceeds the value of refunds + gift cards, and request to contact the manager.
Click on the button Issue New Gift Card
Fill the Issue New Gift Card tab and click on Send
The Gift Card will be sent via email to the customer and on the order page, it will show all the Gift cards issued, if more than one, underneath the Payment History area
A system note will be created and available in the Notes section of the order (see the below example)
Gift Card and the Customer Account
Inside each customer account, at the bottom of it, there is a new section, called: Gift Card where are displayed all customer’s Gift Cards (see below example).
On the table where are listed all customer’s Gift Cards, on the right side, there are two buttons, the i button, and the $ button.
Selecting the i button a small tab pops up displaying the Gift Card details (see below example):
Clicking on the $ button, the tab to recharge the Gift Card will appear (see the below example)
Nonetheless, at this moment, this option is now working.
2. Issue Gift Cards from the Gift Card section
The Gift Card can be created in the Gift Card section and sent directly to the customer’s email.
When entering the Gift Card section and clicking on the Create New button, a new page will appear and there a few fields that have to be filled in, one of them, called: Holder email, is where the customer’s email has to be added.
For more info on how to create a Gift Card in CRM, please check our article: Gift Cards - Create New
3. Issue Gift Cards from campaigns
In this specific case, setting the Gift Card in a campaign will enable Gift Cards to be sent to the customers at the end of their purchases, as a bonus for their next shopping with DFO.
To add the above option to CRM campaigns, please follow the below steps.
From CRM Homepage, click on Campaign Management>Settings
Then select the + Create a new button, or you can either choose one of the existing campaigns listed below and click on the Edit button to modify it
Once you are inside the Campaign Settings page, scroll down the page till you reach the Gift Card section, where you can add the Gift Card to the specific Campaign;
Once all changes have been made, click on the Create or Save button.
Additionally, under this section, the following options can be included in the campaign:
ISSUE AFTER SALES: if the Gift Card will be sent at the end of the sales, it will have a predefined percentage amount over the order total. If users set this option, the amount that each customer will receive depends on the total amount of his/her order, including shipping and handling fees.
RELATIVE PERCENTAGE: the Gift Card amount will be a XX% of the order total:
For example: order is $180,00 and the percentage is set for the 10% over the order grand total. The customer will receive a Gift Card of $18
ABSOLUTE AMOUNT: if this option is also set to ON, then the Gift Card amount will be a predefined and unchangeable amount in $ that can be set on the below field Relative Percentage.
Please note that for this option, Gift Cards sent to customers will NOT change the amount according to the order grand total, but it will be the same Gift Card amount for all customers.
RELATIVE PERCENTAGE: the amount of the Gift Card will be a specific amount in $:
How to make a purchase using the Gift Card
On DFO checkout pages, a Gift Card field is available for customers to add the 15 alphanumeric codes. Once the code is added into the field, this will automatically trigger a process where the FE checks if the amount of the Gift Card is enough to pay the entire order, or it does cover just part of its cost.
Consequently, for this, there are two possible scenarios:
1. The amount of the Gift Card is enough to cover the order grand total.
In this case, the system will process the payment as a normal offline payment and send the customer a confirmation email once the purchase is confirmed.
It should be pointed out that customers will have to fill in the Shipping Address details.
Another interesting point of this option is that when paying with a Gift Card, the system is not registering the CardId as normally does with any offline payments. Therefore, to enable customers to buy any upgrade or upsell, once the customer has selected one or the other, he/she will be requested to fill the details with another payment method, otherwise, the purchase won’t be allowed.
2. The amount of the Gift Card is NOT enough to cover the order grand total.
In this case, the system will process the Gift Card as a coupon, which will partially pay the order, and for the rest of the amount, the customer should add another payment method (Credit Card, PayPal, etc.).
Please see below an example of an order partially paid with a Gift Card:
As previously mentioned, the Gift Card is recognized and processed, by the system, as any other payment method. Therefore, this implies that in any order fully or partially paid with it, on the Payment History section, when clicking on the View Details button the Transaction Details tab will pop up and there is available all payment information as per the example below:
Gift Cards and orders Shipping & Handling fees
Please note that in all cases, Gift Cards don’t cover the cost of shipping and handling fees (S&H).
Consequently, when customers use the Gift Card as the only payment method, S&H fees will not be paid by it, but the customer will have to pay them using a different payment method (Credit Card, PayPal, etc.)
For example: if there is an order of a total amount of $70 and there is an additional $9 of S&H, the system will automatically check if the Gift Card is able to pay the full amount of $70 and the $9 has to be paid with a normal payment method.
Cancel a Gift Card
A gift card can be easily canceled, and the customer be refunded as long as this one hasn’t been used already.
To cancel a Gift Card, follow the below instructions:
Access the order page
Scroll down to the Payment Details and click on the Delete button
How do Gift Cards work with refunds?
As Gift Cards are considered a normal payment method, to refund an order partially or fully paid with a Gift Card, it can be easily done on the order page, specifically on the Payment History section, clicking on the Refund button as any other order.
Please note that to fully refund an order, which has been partially paid with a Gift Card and partially with another payment method, two refunds have to be triggered. In such case, in the Payment History section are listed two transactions, one is the amount paid with the Gift Card and the other one is the one paid with any other payment methods. For each transaction, the refund button has to be selected in order to completely refund the customer, as per the example below:
The Gift Card refund will be directly credited back on it, and it can be used again for any future purchases with DFO.
Gift Cards and Chargebacks
Customers cannot claim any chargeback on orders paid with Gift Cards.
DFO Gift Card Balance
The DFO Gift Card Balance is the new page designed to check your DFO Global Gift Card status, whether it has got funds, and how much plus the transactions history.
The DFO Gift Card Balance is a public page, and anyone with the alphanumeric code and the link below can check its balance.
DFO Gift Card Public Domain: https://dfo-giftcards-external-prod.azurewebsites.net/
Once the Gift Card code has been pasted on the CHECK field, the below information will be available:
Transaction id | The unique tracking code to identify a transaction |
|---|---|
Order Reference | The CRM order number linked to the TransactionID |
Operation | Type of operation that has been performed with the Gift Card |
Date | The date of the event |
Amount | For each event is shown the amount debited or credited on the Gift Card. |