The following policies and procedures have been established to ensure proper handling and security of issuing the Visa Gift Card.
2. Shipment and Inventory
Each branch has a separate inventory of Visa Gift Cards. Cards are ordered in quantities of 100 or more and shipped directly to your branch with card materials. Once the shipment is received, it becomes the responsibility of branch personnel.
Immediately upon arrival, all shipments must be verified under dual control. A Visa Gift Card invoice will be included with each shipment displaying the individual card numbers. Verify actual cards to the invoice by card number and physical count. Discrepancies in orders must be reported to ______________________________ immediately. After verifying the shipment, place cards in a secure area, preferably in the vault under dual control. A working supply should be available to employees authorized to issue the cards.
A kit will be used to package cards and materials sent to each location. Each kit will include the following materials:
- Maximum 150 cards per box (card inventory list)
- Envelopes pre-enclosed with three-fold card carriers (Terms and Conditions)
- FAQ Frequently asked questions
3. Marketing Materials
The following marketing materials are available and will be provided:
- Marketing tips
- Marketing materials (collateral pieces)
- Training materials
- Q & A for branch personnel
4. Branch Sales Role - Card Issuance Procedures
Select card from working supply
Determine the amount of gift card purchase from the customer.
Complete VISA Gift Card Log
All cards must be issued in chronological order and recorded on the Visa Gift Card log before keying the information to “Cardwiz”. (Exhibit 1)
Card Number : 16 digit number found on the front of the card (The first 6 digits known as the BIN have been provided on the log).
Purchaser : Name of the individual purchasing the card.
Card Amount: The actual amount to be loaded on the card.
Fee: Amount of fee collected -
Date : Date of issue.
Sold by: Name of the branch employee selling the card.
Verified by: Name of the employee responsible for verifying all loaded cards.
If your bank does not allow employees to key the card at the branch level, your Visa Gift Card Log has been modified to include the following mandatory information:
Customer Address
Telephone Number
Collect money from the customer
Acceptable methods of payment for the cards should be cash or checks drawn on us. (Cash may be replaced with a cash–in ticket after each sale). If payment method is by a check drawn on us, verify funds and memo post check before proceeding.
Individuals or non-customers wishing to purchase a card with a check drawn on another bank must be officer approved.
Companies may purchase several cards for holiday gifts, employee incentives, etc. Use discretion when handling large sales and use this as an opportunity to cross-sell other products.
Provide the Gift Card to the Customer
Prepare card, cardholder, inserts, disclosures.
Explain terms and conditions.
Explain why “debit” is on the front of the gift card (VISA requirement that all prepaid cards display the word “debit” on the face of the card).
Explain how card can be used (point-of-sale credit, signature based, telephone orders and internet and gas stations, not at ATM or used as a Debit transaction since no PIN is can be issued).
5. Cardwiz
All cards must be loaded to a database through “Cardwiz”, an on-line data entry/activation system. Employees who are granted access to load cards are known as “tellers”. Employees assigned the task of verifying and transmitting the loads are known as “managers” for the sake of this program.
6. “Teller” role - load cards and view reports for card balances.
Access the following website:
https://www.wildcardsystems.com/cardwizpayroll/nationalbankofcommerce
(Exhibit 2)
Input User ID: To be issued
Input Password: Assigned by Cardwiz
NEW CARD ORDER (required fields have an (*) and are bolded)
Issuing Location: Default to your Bank and Branch by employee sign on
Branch Company Code Default
Card Number * Key in all 16 digits of card number to be sold (no spaces)
Visa Gift Key in dollar amount of purchase price (without fee)
You must include a decimal when keying amounts.
Comment (customer or non-customer)
Card Recipient Information
Company Name Optional, such as tracking company purchases.
First Name * First name of purchaser (Must be an individual)
Last Name * Last name of purchaser
Address* Street address
City, State * City and State
Zip Code* Zip Code
Country* United States
Home Telephone* Include area code
Employee Number Employee name and Branch
Last 4 digits of Social Security Number* This field MUST BE 4444 for everyone!!
(Do Not use the last 4 digits of the customer SS#. A request is pending to modify
this screen)
Click on DONE at the bottom left of the screen. (Exhibit 4)
After you have clicked “DONE”, the following prompts will require a response from you.
- Please verify that all entered information is correct before submitting this order!
- Your Order has been placed but needs to be confirmed. Please contact your
supervisor.
Click OK if you have completed these tasks or click cancel and correct any errors.
The screen will default back to NEW CARD ORDER (EXHIBIT 3) to allow you to
load more cards, otherwise, click on the LOGOUT at the top of the screen when you
have completed your card order and close your browser.
7. Load Gift Card to Cardwiz
All cards must be loaded day of issuance by “manager”.
Manager’s Role – Confirming Card Loads on CardWiz
Employees granted “manager” access are responsible for submitting the cards for
activation through the Confirmation tab at the top of the screen the day of the
“teller” issuing the card. Each card must be submitted individually, therefore, you may
want to confirm several times throughout the day.
Access the following website:
https://www.wildcardsystems.com/cardwizpayroll/nationalbankofcommerce
(Exhibit 5)
Input User ID: Assigned
Input Password: Assigned by Cardwiz
The Cardwiz screen appears the same for the Manager and the Teller.
Select the Confirmation tab from the top of the screen.
All open card orders loaded by a teller will appear on this screen. (Exhibit 6). Have your Visa Gift Card log available before submitting cards for verification.
Select the card to be submitted as follows:
- Click on “last name” of cardholder to be submitted.
The next screen will be the Order Fulfillment. (Exhibit 7)
- Verify card number to log
- Verify New Value Load to log amount
- If all information is correct, enter your manager *User ID and Password at the top of the screen, then scroll down and click “done”. This will take you back to the first screen to submit more loads.
- If an error is discovered, click on “edit” next to the cardholder number and correct any errors. After the errors have been corrected, scroll down and click “done”. Proceed with above instructions to submit the load.
*The top part of the screen will prompt you to enter your manager User ID
and password. This procedure must be done for each card for security
reasons. Do not enter your ID or Password until you have verified all input
to the log.
Several messages will appear requiring a response after each keying entry. Follow the instructions and your card load will be submitted successfully. Some of the messages are:
* Please verify that all entered information is correct before submitting this order!
* Do you wish to submit this order?
* OK or Cancel
* Request Successfully Submitted.
8. Manager’s Role - Procedures for Closing a Card on CardWiz:
Customers wishing to close their cards or report them lost or stolen must visit or contact the branch where the card was purchased. Otherwise, assist the customer with instructions to contact Wildcard Systems, Inc., at 1-888-621-1397 or to visit www.card-payment.com. You may also contact _________________ more information at _________________________________
Discuss Fee and Disbursement of Funds Policy with the customer
Customers requesting either method above must be informed of the fee ($15.00) and the waiting period of 6 to 8 weeks before funds are disbursed by official check. The waiting period is established to ensure all outstanding point-of-sale transactions have been submitted for payment.
Access the following website:
https://www.wildcardsystems.com/cardwizpayroll/nationalbankofcommerce
(Exhibit 5)
Input User ID: Assigned
Input Password: Assigned by Cardwiz
Select card to be closed
At the drop down menu on the top left of the screen, select the card to be closed by card number or purchaser’s last name. Enter one of the two in the box provided and select Maintenance from the top of the screen.
The next screen will display “search results” for your entry above. (Exhibit 11). Select the drop down menu to the right of the cardholder name to be closed, and select the option to “perform maintenance”.
The Card Maintenance screen will display the following: (Exhibit 12)
Card Number and Status
Account Information
Balance
Complete the Visa Gift Card Closed Account Log
Record cardholder information on the Visa Gift Card Closed Account Log. (Exhibit 10).
Card Number: Record the card number
Purchaser: Last name of purchaser
Recipient: Full name of individual closing the card
Address: Address of recipient so we can mail the check
Card Balance: Amount shown in the card BALANCE field from the Card Maintenance Screen
Fee: Fee is $15
Date: Date closed
Closed By: Name of “manager” closing account
Date Dispersed: Date should be 6 to 8 weeks after “Date Closed”
(Recommend recording official check number)
Deduct the balance from the card on Cardwiz
After recording the closing amount on the log, key in the balance amount in the dollar amount box and click on the deduct option. Messages will be displayed to verify you have entered the information correctly and will ask you to confirm your entry. After this step is confirmed, the screen will display a zero balance in the balance field.
Close the Card
After confirming the zero balance, click on “Close Acct” in the status a card options. A confirmation question will be asked, then click “OK”.
Note: The status a card section has three options available, suspend, unsuspend and close acct. The only option available to the Visa Gift Card program is “close acct”.
You have now completed closing the card. Make sure you retrieve the card, unless it is lost or stolen, from the customer and destroy it in view of the customer.
Disbursement of Funds:
The Visa Gift Card log has a column for “Date Dispersed”. This date should be 6 to 8 weeks after the date closed. Manager discretion should be used before issuing a check prior to this date. Most transactions will clear within a few days. Unfortunately, merchants can submit transactions at a later date without prior authorization based on their floor limits established by Visa. Most cardholders will not be willing to incur the $15 fee for lost or stolen cards. The fee will deter most cardholders wanting cash for their card balance.
Record the date to disperse the funds on the log. It is the manager’s responsibility to establish a tickler system for issuing the closing funds within a timely manner.
9.
View Reports
Reports are available for individuals at the teller or manager level. There are three headings of report types:
Card Status - Card Inventory, Outstanding Orders, History
Financial Management - Card Loads, Deductions/Balance Transfers*
Transaction History - Transaction Types , Cardholder Transaction, Open to Buy Transaction Detail
* Manager access only!
Card Status
Card Inventory - Used to track cards on hand.
Outstanding Orders – Cards loaded by tellers not confirmed by a manager
Financial Management
Card Loads - Displays all loads keyed to Cardwiz
Deductions/Balance Transfers*- Used to close card balances
Transaction History
Transaction Types - Displays list of cardholder transactions by type
Cardholder Transaction - List of transactions by date order
History
Open to Buy Transaction - Displays balance remaining on card and all transactions
10. Miscellaneous
Customer balances- Cardholder balances can be verified on CardWiz by a teller or manager or by visiting www.card-payment.com .
Balances on Cardwiz
After signing on to Cardwiz, click on the drop down menu under “search by” and select
card number or last name and in the “Search Criteria” box, enter either card number or
the last name of the purchaser. Then click “View Reports”. (Exhibit 8). Select “Open to
Buy TransactionDetail”You will be prompted to enter the card number and click
“OK”. This will display any settled transactions or pending transactions. The “Open to \
Buy ” amount is the balance remaining on the card. (Exhibit 9a and 9b).
Balances on www.card-payment.com.
Access the website above. Enter the cardholder number and access code found on the back of the card.
*It is very important to ask specific questions concerning the customer’s transaction history. They may have outstanding point-of-sale authorizations.
Customer disputes – Customer disputes will be processed by Wildcard Systems, Inc. If you receive a dispute call, please refer them to 1-888-621-1397. As the issuer of the card, it may be necessary to document complaints and forward to Wildcard Systems, Inc. We would certainly encourage the cardholder to contact Wildcard directly for a quicker resolution.
Troubleshooting
Any questions concerning User ID’s, passwords or problems transmitting a card load should be directed to ________
e-mail or telephone us at any time.
TIPS
Cards cannot be loaded for less than $25 or more than $500.
- All cards expire on date shown on the cards and must not be issued within 6 months of expiration date
Remind purchaser how the card works.
11.
Exhibits
Click here for Exhibits (PDF).
