Gift Card Process
3
GIFT CARD
INQUIRIES
CALL CENTRE PROCESS
PATH OF GIFT CARD PURCHASE
PATH OF
GIFT CARD PURCHASE
Knowing the basics of how an order is placed and successfully fulfilled, will give you a better understanding of how the system is supposed to behave. This will let you know if there is an issue and potentially at which step the issue is occurring.
MEMBER COMPLETES ORDER
ON MX
The member must log into their account, and complete their purchase on the MX site (eg. Aeroplan eStore, BonusDollars, etc.).
Once the order is complete, the member recieves an Order Confirmation email, and the order is assigned an order #, which can be found in the RO console.
TIMELINE
Successful gift card purchase
72 HOUR FRAUD HOLD
2000s
ORDER STILL NOT RECIEVED
ORDER
STILL NOT RECEIVED
The terms & conditions state for member to allow delivery of two (2) to four (4) weeks for physical gift cards and activity vouchers or tickets, and within 48-72 hours for digital gift cards, activity vouchers or tickets.
This section will walk you through the process, if a member claims they have not yet received their order, and it has been over 4 weeks.
SEARCH
ORDER
IN RO
CONSOLE
ORDER STILL NOT RECEIVED
Search for order in the RO Console to validate the address and order date. If the order is MORE than 8 weeks from current date, proceed to next step.
If order is LESS than 8 weeks, advise the member to wait until the 8 week mark, as there may be a delay in shipping.
CLICK TO VIEW THE PROCESS
It's important not to keep the member waiting any longer. Since it's been 8 or more weeks from the order date, process a member-only refund (DO NOT REFUND PROGRAM COST). This means, only the member is getting refunded, and the program must still pay for the order.
REFUND MEMBER POINTS
Air Canada would like for members to wait up to 8 weeks for their gift card order to be delivered.
When the member contacts the call centre, and its' been less than 8 weeks form the order date, follow this process. Otherwise, advise members to continue waiting.
This process is often called the "Lost in Transit" Process
CONTACT VENDOR
Depending on the vendor, they may or may not be able to refund Air Canada for the order.
Check the manual for vendor contact information and which cards are assist/non-assist.
GIFT CARD DAMAGED
GIFT CARD DAMAGED
FUNCTION
DETAILS
Light absorption
WRONG ADDRESS
WRONG ADDRESS
When the member completes their order, they are asked to confirm the address that their order is getting shipped to. If they enter the wrong address, RewardOps is not responsible and the member must be advised to go to the old address to pick up their order. If this is not possible, you may issue goodwill points for part of the order.