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FAQ's

 

Ordering Cards from thegiftcardgroup.com

Gift Cards

Prepaid Cards


Ordering Cards from thegiftcardgroup.com

Q: Why do I have to login to order cards from you?                                                             

A:  Logging in is simply a result of registering for an account to purchase reward and incentive cards. Registering is a one-time procedure and all information entered is kept secure and private. The biggest benefit is that order processing approvals become part of your corporate profile, making re-orders fast and easy for you. It also helps in obtaining the final approvals from respective gift card partners (for all open and closed loop Gift and Prepaid Cards), because you have already registered.

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Q: Why do I need to fill in a KYC form?                                                              

A:  KYC is an acronym for ""Know Your Customer", a required Customer identification process for the handling of gift cards numbers for certain values. It is just one of the policies and procedures implemented worldwide to ensure a higher level of security while minimizing risk for financial institutions and companies. All the information provided is kept confidential and secure by The Hunt Group.

All you need to do is fill in a form detailing information such as company identity, primary office information, ownership of accounts, source of funds, purpose of program, payment account information, identity validation, the nature of your company's business, etc.

Step 1: Download the KYC form HERE.
Step 2: Fill out the form and email it to giftcardorders@huntmarketingservices.com.

Don't forget, filling in this form and registering the details allows us to provide a more efficient level of service including faster order processing and the ability to track the status of your orders upon request.

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Q: How long does it take to get approval after account information is submitted?

A:  Once submitted, you will be contacted by a member of our Account Management Team within 2 business days to verify your information and discuss your current and ongoing Gift Card requirements.

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Q: Is there a minimum order size?

A:  No.  thegiftcardgroup.com will quickly process any size order - large or small, and we’ll ship in bulk or direct to each recipient, with standard or personalized messaging.

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Q: What forms of payment do you accept?                                                                              

A:   We accept payment via wire transfer*, EFT transfer, corporate cheque, Visa®**, MasterCard®** or American Express®**.  Once payment is received, the cards are activated and shipped per your order.  Bulk orders may also be activated upon confirmation of your receipt.  You can set your preferred payment method in your profile and this choice will automatically be selected until you choose to make a change. If your gift card requirements are on-going, we can establish a replenishable draw down deposit account to fund your program instantly. 

*Subject to additional charges  **Subject to additional charges and approval

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Q: What are my shipping options?

A:  We offer extensive fulfillment services, including bulk shipping of cards to your office, distribution warehouse, direct to consumers, sales channel partners, client recipient's home or office. You may identify your profile to use your preferred carrier on your profile or account; or select from our vast delivery options including regular mail, signature mail, ground or air small package delivery service. Once you set your preference, it will default to that choice, but can easily be changed for future orders.

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Q: Can my cards be customized or personalized?

A:  We offer many options to personalize and customize the material that comes with the cards, including envelopes, inserts, letters, card carriers, etc., all of which can carry the identity of your company or your specific program for added impact.

Prepaid reward cards:  Our exclusive THE PROMOTION CARD™ and THE PROMOTION REWARD CARD™ Prepaid Cards offer Co-Branding* in-house, as well as full customization of the card itself to reflect your branding and / or specific program identity.  Your Account Manager will review all of these options with you.

Gift cards:  We are currently working on the option to offer personalization and customization of retail-specific Gift Cards.

*Subject to approval

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Gift Cards

Gift Cards are issued by specific retailers for use at their retail outlets.

Q: I just received my Gift Card.  Do I need to activate it?

A:  Our Gift Cards are always shipped activated or live unless you choose to activate bulk orders after you receive the cards from us.

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Q: How do I check the balance of my card?

A: Call the toll-free number or visit the website on address printed the back of the card for how to check your card balance. For bricks and mortar retailers, you may also visit any of the store locations and ask an associate to provide your card balance.

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Q: What do I do if my reward card is lost or stolen?

A:  Gift Card issuers cannot be responsible for lost, stolen or damaged cards.  No refunds are available.

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Q: What if I cancel a transaction I made with a merchant?

A:  If you cancelled a transaction with the merchant after it was processed, it may take 3-5 business days for the authorization hold to be removed from your card. You will not have access to these funds during this time.

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Q: Can I make foreign transactions?

A:  Please refer to your gift card holder agreement which will outline any foreign transaction fees.

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Q: Does my card have any fees?

A:  Any card fees are outlined in your card holder agreement.

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Q: Is the card re-loadable?

A:  No. Unless the card actually says RELOAD on the front, once the funds have been used, any other funds cannot be re-loaded.

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Q: Can I transfer the balance on one Gift Card to another Gift Card?

A:  No. Your Card balance cannot be transferred to another Gift Card.

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Q: Can I use my card for online purchases?

A:  Yes, gift cards can be redeemed online, but each merchant is different. Some internet merchants use fraud protection software that may decline a gift card for an online or phone purchase transaction. Please visit the online merchant’s site to find out if they accept prepaid gift cards, or call our Customer Care for assistance.

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Prepaid Cards

Prepaid Cards may be used at any retail location and online wherever the respective brand of card is accepted.  thegiftcardgroup.com offers Visa®, MasterCard® and American Express® Prepaid Cards.

Q: I just received my Prepaid Card from you.  Do I need to activate it?

 
A:  No, generally Prepaid Cards are activated at the time of shipping to the recipient. In the case of a specific program that requires activation, instructions will be provided in the card holder package.   If in doubt, call the toll free number, visit the website listed on the back of the card or contact your Account Manager at thegiftcardgroup.com for full details.

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Q: Is my card a debit or credit card?

 
A:  Your card is considered a prepaid card, not a debit card. Just process the card as a “credit” transaction when you are at the point of sale terminal.

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Q: How do I check the balance of my card?

A:  Most Prepaid Cards list a toll-free number and/or website on the back of the card to assist you in checking your card balance.

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Q: What do I do if my Prepaid Card is lost or stolen?

A:  Call the toll-free number indicated on the website or on the carrier the card came in on. If your card has your name embossed on it, the original card may be replaced for you.  The remaining funds can likely be 'frozen' and transferred to a new card, which will be forwarded to you in the mail at a small replacement cost (or at no cost, depending on the card issuing partner).  If your card does not contain your name, it is typically treated as cash and therefore will likely not be replaced.

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Q: How do I purchase something with my Prepaid Card that is worth more than the amount of money that is on the card?      

A:  This is called a 'Split Tender' and you need to let the cashier know exactly how much is available on your card so they do not enter any more than that amount. Then you pay the difference however you wish (cash, credit card, etc.). You can easily determine your balance by calling the 1.800 number or going to the website printed on the back of the card. See the card holder agreement that accompanied your card for full details.

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Q: Can I use my Prepaid Card anywhere?

A:  You can use your Prepaid Card anywhere the specific brand of card is accepted (Visa®, MasterCard® or American Express®). However, there are some unique situations that may require your attention:

At restaurants:  Some restaurants may factor in an automatic tip or other incidental expenses when authorizing your transaction. If the total purchase amount with tip exceeds the amount available on your card, your card may be declined. It is a good idea to ensure that your Card has an available balance that is at least 20% more than your total bill prior to use.

At Gas Stations:  Please present the card to the station attendant rather than paying at the pump. The pumps will pre-authorize an amount on the card to cover a maximum amount of gas to purchase, and this may exceed the funds on the card. Paying inside at the cash register does not need the pre-authorization step.

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Q: I've heard that Gift Cards do not have expiry dates in many States and Provinces.  Why does the card you sent me have one?

A: Prepaid Cards (from Visa®, MasterCard® or American Express®) do not fall under such regulations and although the funds on some cards do not expire, the funds on many of the cards will expire 12 or 18 months after the card is activated (possible with monthly fees). Please refer to the accompanying “Cardholder Agreement” for specific terms & conditions of use, and the card carrier for the outline of available funds.

As a Best Practice company and a re-seller of open loop (prepaid) and closed looped (retail, services and content) Gift Cards, we are required, as a term of doing business with our card partners, to identify each client purchase of Gift Cards from thegiftcardgroup.com, and to determine their intended use of the cards.  Registering is a simple, one-time procedure and all information collected is securely stored and used as per our privacy policy.   Order processing approvals also become part of your corporate profile, making re-orders fast and easy for you.

 

We also need to determine if any elements of your intended promotion will include consumer-facing activity, as this will require final approval from the respective gift card partner (for all open and closed loop Gift and Prepaid Cards).  We will manage this approval process for you, ensuring all elements contain the required legal and brand requirements in order to receive final sign-off before your program starts.

 

The Gift Card industry is seeing extremely high levels of money laundering, far greater than any other activity currently, therefore regulatory and best practices converge to ensure that all details are obtained as part of the ongoing sales process, especially given that Gift Card sales are customarily “anonyms”.  As you may be aware, money laundering is often tied to drugs, arms and terrorism, so obviously very serious consequences may be inured as a result of due diligence not being followed.  There are specific levels of identification that are required based on dollar amounts ordered. We are responsible to be able to produce such identification to authorities should this ever be asked of us.