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A Guide for Members: Gift Card Redemption

Updated: Jan 9

We're excited to share some fantastic news: our community has shown outstanding support of Downtown with an impressive $20,000 in gift cards sold over the holiday season!

As we step into the first quarter of the year, historical trends indicate a high redemption rate at this time. To ensure a seamless experience for both your staff and customers, it’s crucial to be well-prepared for the influx of gift card users.

Important Updates and Reminders

  1. Staff Training on Gift Card Processing: Ensure your team is well-versed in handling gift card transactions. It’s imperative for a smooth customer experience and efficient service.

  2. POS System Check: If you've changed your point-of-sale (POS) system in the past year, please inform us. This update is vital to maintain a seamless gift card processing system across all member businesses.

Step-by-Step Guide to Gift Card Processing

Transaction Processing

  1. Run the card through your POS as a credit card.

  2. Card Details: The last 4 digits needed by your POS can be found on the back of the card.

  3. Balance Check: The authorization code on receipts will indicate the remaining balance of the card.

  4. Insufficient Funds: If the card is rejected due to insufficient funds, check the balance online at or call 1.800.755.8608.

  5. Split Tender Transactions: For purchases exceeding the card balance, use the gift card for its available amount and process the remainder with another payment method.

Processing Returns

  • Refunds require the original card. Refunds may take up to 7 business days to appear on the card account.

  • Only the portion purchased with the gift card can be refunded to it.

  • Store Credit: We advise issuing store credit or a store-branded gift card for refunds, instead of refunding back to the gift card.

  • Follow your standard store policy for merchandise returns.

Additional Tips:

  • Authorization: Each transaction must receive valid authorization at the time of purchase.

  • Compensation: Stores will be compensated for accepting the card as if it were a regular credit card.

  • Customer Support: Direct customers with issues regarding lost or damaged cards to the customer service number above.

  • Manual Entry: If a transaction requires manual card number entry, contact the Merchant Support number.

  • Mistakes: In case of incorrect deductions, follow your store’s void procedures.

This is a fantastic opportunity to welcome new and returning customers to your stores and provide them with a positive shopping experience. If you or your staff have any questions, reach out to Merchant Support at 1.800.840.5604

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