Westside Market Gift Card SOP

Purpose

This SOP outlines the proper procedures for selling, activating, redeeming, tracking, and handling Westside Market gift cards to ensure a consistent customer experience, accurate reporting, and fraud prevention across all store locations.

Policy Statement

Gift cards are treated as cash equivalents and must be handled with accuracy, accountability, and professionalism at all times. All team members are responsible for following the approved procedures for gift card transactions.

Gift Card Procedures

1. Selling Gift Cards

Approved Payment Methods

Gift cards may be purchased using:

• Credit/Debit Card
• Cash
• Approved digital payment methods

Gift cards may NOT be purchased using:

• Another gift card
• Store credit unless approved by management

2. Activating Gift Cards

Activation Process

When selling a gift card:

1. Ring up the gift card through the POS system.
2. Enter the correct dollar amount.
3. Confirm payment has been successfully processed.
4. Verify the gift card is activated before handing it to the customer.

5. Provide the customer with:

   • Gift card
   • Receipt
   • Remaining balance instructions (if applicable)

Important

• A gift card is NOT valid until activation is completed through the POS.
• Never hand a customer an unactivated gift card.
• Never manually write balances on gift cards unless approved by management.

3. Redeeming Gift Cards

Redemption Process

When a customer uses a gift card:

1. Scan or enter the gift card number into the POS.
2. Confirm available balance.
3. Apply the gift card toward the transaction total.

4. If the gift card balance does not cover the full purchase:

   • Collect remaining balance using another approved payment method.
5. Provide customer with updated receipt showing remaining balance.

4. Customer Information Collection

Required Customer Information

Whenever possible, staff should collect:

• Customer name
• Phone number
• Email address

Why This Matters

Customer information helps protect both the customer and Westside Market in the event of:

• Lost gift cards
• Balance disputes
• Transaction issues
• Return or exchange situations

Gift Card Security

Handling & Storage

• Blank gift cards must be stored securely.
• Only authorized employees may access gift card inventory.
• Damaged or suspicious gift cards should be reported immediately to management.

Fraud Prevention

Employees should immediately notify management if:

• A gift card appears altered or tampered with
• A customer disputes unusual balances
• Multiple high-dollar gift cards are purchased suspiciously
• The POS system shows errors or activation failures

Do NOT:

• Override gift card balances manually
• Exchange gift cards for cash
• Reimburse gift cards without management approval

Returns & Refunds

Gift Card Purchases

• Gift card sales are final.
• Gift cards are non-refundable unless required by law.
•   

Employee Expectations

All employees are expected to:

• Follow all gift card procedures accurately
• Protect customer information
• Prevent misuse or fraud
• Deliver friendly and professional customer service

Failure to follow this SOP may result in corrective action.

Management Responsibilities

Store Managers are responsible for:

• Training staff on gift card procedures
• Monitoring compliance
• Investigating discrepancies
• Ensuring proper security and accountability