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FAQs: Touch Gift Cards
To find out more information about Touch Gift Cards take a look at the Frequently Asked Questions below. If you have any other questions, please contact Touch Customer Care and we will be only too happy to take your call.
»» How does the program benefit me?
Touch Gift Cards are part of a Global Gift Card network supported by the Givex Corporation. The major benefits are:
- Touch Gift Cards can be used on approved existing EFTPOS terminals
- Touch Gift Cards can be loaded with the amount that you want to place on them at the point of purchase
- Touch Gift Cards do not have any ongoing fees
- Touch Gift Cards are endorsed by an established Australian bank
- Touch Gift Card merchants have 24 hour online customer support
- Touch provides you with excellent point of sale support so that you can tell your customers about your new service
»» Do I have to pay any monthly fees or other ongoing support fees?
No. The Touch Gift Card program requires only the purchase of the gift card pack from $505 + 10% GST for a 250 card bundle. There are no ongoing fees involved. Touch Gift Cards won’t incur commission fees therefore there will be no charge for these transactions on your merchant statement.
»» Do I get training to use the Touch Gift Card program?
Yes. Touch provides you with online support and a welcome pack that contains:
- A Terms and Conditions booklet with details of all the ways in which the program can be used by you and your customers
- A Merchant Operator Guide to show you exactly how to activate your cards, check card balances and a host of other functions which can be found on your improved EFTPOS terminal
- A quick reference guide that provides a simple summary for your sales assistants to follow when a customer is at your counter buying their Touch Gift Card
Also, you will receive your own unique access codes to view the merchant site on the Touch Network. Many of our merchants find this tool extremely useful and utilise it each week as a source of information and guidance.
Of course, if you have any questions that are not covered on the Touch Networks site or in your welcome pack, please call 1800 286 824 to speak with a Touch Customer Care Consultant.
»» Can I get more cards and how much do they cost?
Once you become a Touch Merchant, you can order your pack through the Merchant Extranet facility. To order more, all you need to do is go through the prompts again, and order another pack of cards.
»» What happens if I want to leave the program?
If you decide to cease the program, all you need to do is stop selling the cards. There are no costs involved in leaving the program. Please notify a Touch Customer Care Consultant.
»» What anti-fraud measures are in place to protect me?
There are a number of anti-fraud measures put in place. Your Touch Gift Card has no monetary value unless it is loaded via your approved EFTPOS terminal at the time that your customer purchases it.
Once the Gift Card has been loaded with a monetary value, a series of validation and verifications are put in place and recorded on our database. Each Touch Gift Card is unique and contains its own Touch Gift Card number so that it can be tracked down easily. The unique Touch Gift Card cannot be recognized by another store, even if they also offer a Touch Gift Card program.
»» What happens to cards that are lost but still have credit on them?
Touch Gift Cards are treated like cash. Any lost, stolen, or misplaced cards cannot be refunded even if they have remaining credit on them.
»» What happens to active cards that are not in good condition?
Touch Gift Cards that are defaced, mutilated or altered cannot be refunded or redeemed. Although customers are provided with a card holder that aids in protection, the card holders do not guarantee that the card contained within it will be in a suitable condition when the customer attempts to redeem it. If you receive a card that does not appear to work, manually enter in the 16 digit card number into the EFTPOS terminal to retreive the balance of the card. You can then issue a new card to the customer with the new balance.
»» Can I use the Touch Gift Card program for store credits and refunds?
Yes. Touch Gift Cards are a great alternative for your customers to use in place of refunds and store credits. Instead of filling out a store credit paper form, a handy card can be placed in their wallet for the next time they visit your store. Refunds can be replaced with Touch Gift Cards so your customers happily revisit your store.
»» What happens if I change banking providers?
If you change banking providers please contact your new bank and find out if they can offer you a Touch Gift Card program. Touch is offered through participating banking providers only. Please note that your existing gift cards cannot be processed through the new bank.
»» What reports are available to me?
Touch Gift Cards can offer you transactional reports to show you how many cards you have issued, and to what value over any given month. Please refer to your Merchant Operator Guide for step-by-step information on how to obtain this report from your EFTPOS terminal.
»» Some of my Touch Gift Cards in my welcome pack were stolen / misplaced. What should I do?
Touch Gift Cards do not have any value until they are loaded at the point of purchase. If your pack has been misplaced or suspected as stolen, please contact Touch Customer Care on 1800 286 824. Touch can track your order and advise you as best they can on the whereabouts of your parcel.
Should individual cards be lost after they have arrived please be aware that Touch Gift Cards cannot be refunded or replaced if they have been lost or misplaced, even if they have no value attached onto them.
»» How long does it take for my cards to arrive?
Touch advises that all orders take approximately 10-12 working days to arrive at your delivery address. Should you find that after this time your parcel has not arrived, please contact Touch Customer Care on 1800 286 824.
»» I need someone to help me work out how to use the program. Who should I contact?
Touch has provided you with extensive support materials online and in your welcome pack. First, check out your welcome pack and follow your Merchant Operator Guide and/or your Quick Reference Guide. Second, visit the Touch merchant website using your access codes. If your questions have not been answered after reading through these two references, please contact Touch Customer Care on 1800 286 824.
»» How many packs can I purchase?
You can purchase as many card packs for as you like. The Touch Gift Card program has been provided to help support your sales efforts throughout each year. Should a change occur to the program Touch will notify you immediately.
»» Who is Givex and GiveXpress and why do I pay them for the card packs?
Givex is a card management company that has joined with Touch to provide you with one of the best gift card services in the world. Givex has been operating since 1999 and operates globally in over 35 different countries. In addition, your participating bank has endorsed the partnership with Touch as it provides merchants with a high quality gift card program.
The reason why the payment vehicle is through the GiveXpress website is so that Touch can ensure your details pass through secure and stringent verification processes.
»» Is payment on the Givex site secure?
Yes. All payments made on the Givex site are secure and your details will only be used for payment purposes of the Touch Gift Card program.
»» What if this program is too small for my business? Can I upgrade to a bigger gift card program?
Touch Gift Cards grow with your business. Simply contact Touch Customer Care to register your additional retail outlet(s) and EFTPOS terminal(s). Once your details have been uploaded in the Touch Network system, visit the Touch Merchant website using your access codes and follow the prompts to purchase your new packs.
»» I would like a Customer Loyalty program - does the Touch Gift Card program have a Customer Loyalty program built in to it?
At this stage of the program, Touch Gift Cards can only be used for purchases at your store. Should a change to the Touch Gift Card program occur, we will notify you immediately so that you can take advantage of any improvements.
»» Why do I need a Touch terminal and how do I get one?
Please contact Touch Customer Care to discuss your terminal and how to get on board to the Touch Network. The Touch Customer Care Consultant will check that your store(s) have approved EFTPOS terminal(s).
»» What credit cards do you take for payment of the Card Packs?
For payment of your Touch Gift Card welcome pack, please use a valid Visa or MasterCard.
»» What if my Store Name is different to my Trading Name?
Within the Touch Gift Card ordering system you have the opportunity to detail your Store Name and Telephone number - these can be completely different from your Trading Name and the telephone number for the office where your Trading is located. We suggest printing the exact name on your gift cards that appears on your store sign, then customers know precisely where to go to redeem your cards.
»» Can a customer use the same card more than once?
Customers can use the same card at your store twice if the value on the card has not all been used. Customers can select a number of items to purchase that can make up part of the value of the total balance, and then they can return to your store to redeem the remaining balance. If an item is over the total balance or remaining balance amount, the customer will need to make up the difference with an alternative form of payment.
»» Can a Touch Gift Card be redeemed for cash?
No. A Touch Gift Card can only be redeemed for goods and services sold at your store. Touch Gift Cards do not offer cash for any unused balance.
»» Can a customer have more money placed on their card?
Touch Gift Cards are loaded with a monetary value once. After a card has been bought and loaded, it cannot be loaded twice. The first amount that is loaded on the card is the total amount that that particular card is able to provide the customer.
»» Can a customer use a Touch Gift Card at any store other than mine?
No. Touch Gift Cards are designed to bring your customers back to you. Every card purchased from you will have your specific retail name clearly written on the front (your Store Name) and more importantly, the magnetic stripe on the back is electronically encoded to verify and recognise each card. These two measures ensure the card does not work on an incorrect retailer system.
»» Can a Touch Gift Card purchased at one of my stores be used at another store of mine that is at a different location?
Yes. Touch Gift Cards can be used within the same group of retail outlets that share exactly the same name. Each card is verified and recognized in the Touch system as part of your chain of stores so customers can move across multiple stores and redeem your goods and services easily.
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