WorksheetsGift Card
Total questions: 20
Worksheet time: 10mins
What are the John Lewis Gift Cards made from?
Plastic
Fully sustainable Paperboard
Cardboard
Water
When a customer wishes to purchase a Gift Card online, who does this transaction go through?
We do it
Hamilton Finance
Voucher Express
Store
A customer has ordered an e-gift card online but after 5 days has not received it in their inbox yet, who would be able to resolve/chase this?
Whitemail
MyJL
We can chase through SVS
Voucher Express
When using SVS, where we would find out if a Card is expired?
In the transaction section, at the bottom of the page
Expiry date is in the top right of the page, there
We'd ask the customer
In the middle section, looking for whether the card says 'Active'
Who deals with issues relating to Paper reward vouchers?
We do
MyJL
Store
Partnership Card Services
Who issues Gift Cards after we have agreed to replace them?
Whitemail
Voucher Express
We do
CST online
A customer has a query relating to their £100 reward Gift Card, which they are entitled to after spending a certain amount with us whilst an offer was on, who deals with this?
Voucher Express
MyJL
We do
CST online
At what point do you need to ask a TM to sanction a Gift Card that you have agreed the cm is entitled to?
On any Gift Card
Anything over £50
Anything over £100
Anything over £250
If a Gift Card has expired and you are first point of contact, after considering the options and using the available resources, who makes the decision about whether or not we re-issue?
We do
Voucher Express
Your Team Manager
The partner who may have more experience
If we agree to re-issue an expired Gift Card, what are the next steps?
Close the case
Set up a support case, creating a Parent case if needed and then closing said Parent case
Create a case and leave it in the Gift Card queue
Set up a Support case, leave all cases open relating to the GC
What are the 1st 8 digits of a John Lewis/Waitrose official Gift Card?
JL-90018
6371 9600
10436871
YX4592-222
If we want to look into a customers Gift Card, what do we always need?
A picture of the back of the card
The last 4 digits on the card
The customers email
The full 16 digit number on the card
The customer has lost their Gift Card, they have their purchase receipt, are we able to do anything?
Run a report on SVS, which may give us the 16 digit number of the card
No, they've lost it
Yeah, we can just re-issue
We can call store to see if they can find the transaction
Are we able to replace stolen Gift Cards?
No, cards must be treated as cash, so tough
If we have the 16 digit number, we can decide from there
Yeah sure
No, the customer needs to contact the police
We have a receipt for a lost gift card, where is the report to possibly search for a gift card number found?
SVS - OSI - Card Reconciliation - Transactions
SVS - Reports - Card Detail - Card Research Report
SVS - Reports - Activity Detail - Transactions Detail Report
SVS - OSI - Real Time Transactions
On SVS, what date and time zone is the default setting?
British
Indian
Galactic Standard Time
American
After we have frozen a card and agreed to replace, who do we send a case to to remove the funds from the frozen card?
Gift Card Connex
Whitemail
CST online
Hamilton Finance
What is the location number for if a card has been spent online? (The last 3 digits of the long number found under 'location')
055
001
012
582
If a customer wishes to add funds to their corporate reloader gift card, who would deal wit this?
We do
The company who supplied the card
Voucher Express
Hamilton Finance
If a Gift Card has been used but the customer is stating they have not used it and you can see that it is different information to that of the customer, what are the next steps?
Send a connex case to Gift Card queue to investigate
Contact Profit Protection
Tell the customer it's been spent and give them all the details, then offer a new gift card
Apologise, inform the cm the card has been spent and if they feel that they have not spent it, contact Action fraud UK
