Wednesday, February 9, 2011

Frequently Asked Questions

Below are some of the frequently asked questions by our customers:

1. What can I do if a customer does not have their card with them on a visit?
If the customer's card is registered, you can try adding points using their phone number. Transactions will be run the same way as if you had the actual card, except when prompted for the account number, is asked for hand-key the 10 digit phone number.

If this does not work, the customer can call 877-229-7299 or visit the following link:

2. What happens if a customer loses their card?
If a customer loses their card, issue a replacement card. The customer does not need to fill out another registration form. Once the card is issued, you can "Transfer Cardholder" in your client administration area:

You can also direct the customer to call the number on the back of the card to transfer it over the phone (877) 229-7299

3. What if I can't run transactions?
Immediately call and notify the us at 877-229-7299 or after hours at 877-256-6883.
All transactions should always go through - we need to know so we can fix it.

Record the customer's cardnumber, transaction amount, transaction type, and phone number. You can hand key their information once back up and running or send it to our office.

4. Where do I send completed Registration Forms?

There are three ways that registration forms can be entered.

1) The completed forms can be mailed to:

Post Office Box 2709
Wilmington, NC 28402

2) Forms can be faxed to:
(910) 401-1556

3) Forms can be entered by your employees using the following link:

The first page asks for an email address. This should be the email of the employee entering the registration forms (not the customer). This way we can track/run a report on that email if needed.