GIFT CARDS

Gift Cards – Resend Virtual GC

Transaction Wireless (TW) - From this tool, there is the capability to; resend digital gift cards only. In the rare instance Customers either do not receive gift card emails or the entire gift number and information are not shown in the email they receive, this is the system that will be used to rectify these situations.

o Enter information contact person can provide matching to the fields.

§ This needs to be information associated to the person who purchased the VGC and to the information they provided when purchasing.

§ If the system is able to locate the transactions they will display a new console window.

§ Click on the one that matches what the contact person is seeking.

After choosing, the next page will appear.

· In the drop-down, there are choices to:

o Resend the message

o Email the VGC [Use this option]

This will resend the virtual gift card using the original parameters set by the purchaser.

Incident Handling Steps:

1. Category: Lost/Stolen>>>Virtual Gift Card - Resend

2. Subject: Virtual Gift Card - Resend

3. Status: Resolved

4. Queue: Automatic

5. Standard Text:

a. Customer Response: Digital GC Resend

6. Save & Close

SCREENSHOTS BELOW:

PIN CODE VERSUS CLAIM CODE

Gift Cards that begin with the numbers, 6277 are the original Fandango Gift Cards. These cards have claim codes. All standard gift cards have PIN numbers and begin with the number 6006. When documenting issues and/or escalating to Level 2 support, the Pin and Claim Code must accompany its incident, therefore it’s important to remember the differences between the two.

1. 6277 – Legacy gift cards, have Claim Codes

2. 6006 – Standard gift cards have PIN Numbers.

The major differences are the gift cards that begin with 6277 are formatted similar to Promotional Codes and therefore, engage another system; the Admin Tool or BackLot. A snapshot of BackLot is shown on the next page. BackLot provides the same information on these types of gift cards as SVS.

You are able to view the following:

· SVS Code (The Gift Card Number)

· Original dollar amount

· Date of purchase (Creation date)

· An expiration date (that will be far into the future as gift cards do not expire)

***NOTE: This entry through BackLot/Admin Tool is integrated and allows direct access SVS (OSI Portal) ***

Gift Cards – Check Balance

Customers may not be aware of the “check balance” option available:

https://www.fandango.com/fandango-gift-cards because the link in the upper – right hand corner of the Fandango.com website says Gift Cards and not “check balance” when this link is clicked, it leads to the check balance option.

Alternatively, on the back of the Gift Card

(1) the Customer is provided the web URL to self-check their balance or

(2) the option to call the Call Center for support.

Incident Handling Steps:

1. Category: Check Balance

2. Subject: Fandango Gift Card

3. Status: Resolved

4. Queue: Automatic

5. Standard Text:

a. Customer Response: Check Balance (Web)

6. Educate Customer on self-enablement option

7. Save & Close

LOST OR STOLEN GIFT CARDS

(Physical GC Only!)

Replacing Lost or stolen Gift Cards is not the responsibility of Fandango. The term lost includes items in transit or being shipped by a postal provider. If Customers call regarding lost items, refer them back to the mail provider that was used. If these were gift cards purchased at a Retailer, direct the Customer back to the Retailer where the purchase was made.

The policy and terms for Delivery/Risk of Loss is provided below:

Delivery/Risk of Loss: When you purchase physical Gift Cards through Fandango, you shall pay any and all freight, shipping and any other affiliated charges or duties associated with delivery of the Gift Cards. You assume any and all risk of loss upon delivery of any Gift Cards by Fandango or its supplier to the common carrier. Insurance will not be provided by Fandango or its supplier on any Gift Card while in transit. Neither Fandango nor its suppliers shall assume liability in connection with the shipment, nor shall the carrier be construed to be the agent or representative of Fandango or its suppliers. Fandango, or its suppliers, may ship partial shipments of any Gift Card order at its sole and absolute discretion. Fandango is under no obligation to provide notice of any expected delay for any shipment or delivery. Any estimates of shipping or delivery dates displayed or discussed online are preliminary good-faith estimates and shall in no way be binding or create any representation or warranty by Fandango.

All Gift Cards terms can be found here: https://www.fandango.com/policies/gift-card-terms

Incident Handling Steps:

1. Category: Lost/Stolen

2. Subject: Fandango Gift Card – Lost/Stolen

3. Status: Resolved

4. Queue: Automatic

5. Standard Text:

a. Customer Response: Lost Fandango GC’s

6. Educate Customer. Point them to the Gift Card Terms and Conditions.

7. Save & Close

Lost or Stolen Cards (When they can be replaced)

Replacing Lost or stolen Gift Cards is not the responsibility of Fandango. This is true; however, there are instances when we are able to replace a lost/stolen Gift Card.

We are able to replace lost/stolen Gift Cards when:

The Gift Card has been partially redeemed: When the Customer has used the card; this provides us with an ability to track the number by tracing the transactions.

o It is the Agents responsibility to obtain the Gift Card information:

§ You will need to ask the Customer if they’ve used the Gift Card in a transaction.

§ Under what e-Mail?

o This issue will need to be escalated to Obtain the PIN

Incident Handling Steps:

1. Category: PIN Request

2. Subject: Fandango Gift Card – Lost/Stolen [PIN Request]

3. Status: Escalated

4. Queue: Charmane

5. Standard Text:

a. Customer Response: Customer Standard Response – Gift Cards

b. Escalation Response: PIN Request (Lost or Stolen – Replaced)

i. Provide required information for the escalation template.

6. Save & Close

UNAUTHORIZED RETAILER/RE-SELLER

As you can imagination, in a retail/commerce environment, it is a challenge to control suspicious activity, behaviors, maintaining and managing the associated risks while keeping our Customers and their information safe and secure.

Therefore it is not uncommon for unauthorized Retailers/Resellers to be in the market acting as “Bad Actors” and attempting to take advantage of Fandango Customers.

 One aspect of this is the selling and reselling of used and stolen gift cards.

Hints that a gift card was purchased from an unauthorized Retailer/Reseller:

· The pin code is all zero’s – 0000

· The card number is all zero’s – 0000000000000000000

· Multiple balance inquiries | No transactions

· The Retailer is not on the Authorized User Listing

o Knowledge Article #1032 (in CRM) – Gift Cards – Authorized Retailer/Reseller Listing

 Fandango has two Authorized Retailer/Reseller relationships

o Blackhawk Network

o Incomm

Each has its own network of retailers/resellers that sell "Physical" Fandango Gift Cards.

 If the Customer still has the Fandango packaging their Gift Card came in, you can tell which Authorized Retailer/Reseller network the card was purchased:

o Blackhawk Network: The packaging has pointy/square corners

o Incomm: The packaging has rounded corners.

Incident Handling Steps:

1. Category: Retail Gift Card>>>Unauthorized Retailer/Reseller

2. Subject: Unauthorized Retailer/Reseller

3. Status: Resolved

4. Queue: Automatic

5. Standard Text:

6. Educate contact person on authorized retailers/resellers.

7. Save & Close

***Customer will need to be directed back to the Retailer/Reseller where the purchase was made.***

LOCKED CODE

This is one of the top issues the Call Center encounters regarding Gift Cards. Too many attempts using the incorrect pin code will lock the code.

When requesting a PIN Code be unlocked, the Customer must provide the following:

· Gift Card Number

· PIN #

· Photo of the front/back of the card (proof that the card is in their possession)

o We are unable to unlock a PIN without this information.

In SVS, the code will show as locked. This issue must be escalated to unlock the Pin.

Incident Handling Steps:

1. Category: Locked Code

2. Subject: Fandango Gift Card – Unlock PIN#

3. Status: Escalated

4. Queue: TW Escalations

5. Standard Text:

a. Customer Response: Unlock PIN Code

b. Escalation Response: Escalation – Unlock PIN Code

i. Provide required information for the escalation template.

6. Save & Close

PIN REQUEST

The most common instances of PIN requests are when the PIN has been scratched off beyond an ability to read it. In order for Customers to apply a gift card to a transaction on Fandango.com, the PIN is required.

When making a PIN request, the Customer must provide the following:

· Gift Card Number

· Photo of the front/back of the card (proof that the card is in their possession)

o We are unable to provide a PIN without this information.

In SVS, the PIN can be seen by clicking the “View PIN” link. This issue must be escalated to retrieve Pin.

Incident Handling Steps:

1. Category: Pin Request

2. Subject: Gift Card – PIN Request

3. Status: Escalated

4. Queue: TW Escalation

5. Standard Text:

a. Customer Response: Customer Response – PIN Request

b. Escalation Response: Escalation – PIN Request

i. Provide required information for the escalation template.

6. Save & Close

BULK GIFT CARDS

>50 tickets + >$2,000.00 + Broken into 4 orders does not decrease 1 and 2 = Bulk Gift Card Order

Primarily businesses purchase gift cards in bulk as a reward for their employees, however, there are times when consumers do as well. Fandango allows customers to purchase gift cards from www.fandango.com/giftcard (often referred to as their D2C (Direct to Consumer site).

The D2C will not allow transactions greater than $2K or 50+ gift cards to complete. Therefore, these incidents must be escalated to the Gift Card Team to be qualified and to complete purchase.

 Categorize as Bulk Purchase

 Use standard text: Bulk GC Requests (DO NOT USE Bulk GCs 500+ Referral – This is for Rewards promo codes)

 This will auto-escalate and initiate a communication to the Gift Card Team

However, the responsibility of the Call Center is to support the Customer at first level and only escalate to Tier 2 and Tier 3 what cannot be supported at Tier 1.

Steps the Call Center should take: Break the order into 4 transactions – no more than 4

Then ask yourself:

 Did this reduce the number of Gift cards to less than 50?

 Did this reduce the price to less than $2000?

If the answer to both of these questions is yes, then the Customer can make the 4 or less purchases on the D2C site. – DO NOT CATEGORIZE this issue as “Bulk Purchase” doing so will auto escalate the issue to the Gift Card Team.

 Categorize: Fandango Gift Card>>>Directed to Self-Service

If the answer is no to one or both of these questions – Escalate to the Gift Card Team as a “Bulk Purchase.”

Incident Handling Steps:

1. Category: Bulk Purchase

2. Subject: Bulk Gift Card Order

3. Status: Pending Investigation

4. Queue: Auto populates

5. Standard Text:

a. Customer Response: Bulk GC More Info Needed [only if, more info needed]

b. Escalation Response: Bulk GC Requests

c. Provide required information for the escalation template.

6. Send e-Mail {Automatically Sent}

7. Save & Close

BLOCKED GIFT CARD TRANSACTIONS

In some cases, the financial institution or Transaction Wireless blocks the transaction.

Step 1: Use and complete, standard text TW Escalation [Or Transaction Wireless Tab inside the Refund Tab]

Step 2: Escalate to the TW Escalations Queue -

Step 3: TW Tier 2 (SGS Team) will contact TW and determine whether it is their enforcement system blocking the Customer

o If so, SGS will perform the steps needed to process the order(s)

o If not, SGS will communicate to the Customer to contact their financial institution.

SGS will document and resolve the incident when completed.

GC - FAIL/VOID

A Fail/Void in a Gift Card transaction occurs when the Gift Card is charged, however the transaction did not complete successfully. This transaction will need to be escalated to L2 for additional support and reimbursement to the Customer.

Incident Handling Steps:

1. Category: Failed/Void

2. Subject: Gift Card – Failed/Void

3. Status: Escalated

4. Queue: Charmane

5. Standard

a. Customer Response: Customer Standard Response – Gift Cards

b. Escalation Response: Escalation – Gift Card – Failed/Void

i. Provide required information for the escalation template.

6. Save & Close

GIFT CARD | CASH OUT

The Cash out process occurs when a Customer either requested a Refund and we processed it as an Exchange or vice versa. Or when a Gift Card balance has redeemed below < $10; because Fandango Gift Cards are not reloadable, we allow Customers to request “a Cash Out” or a physical check for the remaining amount.

Because the Cash Out process circumvents the standard process, there are some things that need to be level-set with the Customer.

· The timeline to process a Cash Out is: 12 – 14 weeks

· The Customer must supply a “physical address” for the check to be mailed

o NO P.O. Boxes

· VIP Accounts

o Refund or Exchange requests we are mitigating dictates the existing VIP Account be closed.

o Gift Card Cash Outs: The VIP Account is not closed.

Incident Handling Steps:

1. Category: Cash Out Request (Under $10)

2. Subject: Cash Out

3. Status: Escalated

4. Queue: Gift Card Cash Out

5. Standard

a. Customer Response: Customer Response – Cash Out

b. Escalation Response: Escalation – Cash Out

i. Provide required information for the escalation template.

6. Save & Close