Gift Card

What are the John Lewis Gift Cards made from?

• Plastic

• Fully sustainable Paperboard

• Cardboard

• Water

When a customer wishes to purchase a Gift Card online, who does this transaction go through?

• We do it

• Hamilton Finance

• Voucher Express

• Store

A customer has ordered an e-gift card online but after 5 days has not received it in their inbox yet, who would be able to resolve/chase this?

• Whitemail

• MyJL

• We can chase through SVS

• Voucher Express

When using SVS, where we would find out if a Card is expired?

• In the transaction section, at the bottom of the page

• Expiry date is in the top right of the page, there

• We'd ask the customer

• In the middle section, looking for whether the card says 'Active'

Who deals with issues relating to Paper reward vouchers?

• We do

• MyJL

• Store

• Partnership Card Services

Who issues Gift Cards after we have agreed to replace them?

• Whitemail

• Voucher Express

• We do

• CST online

A customer has a query relating to their £100 reward Gift Card, which they are entitled to after spending a certain amount with us whilst an offer was on, who deals with this?

• Voucher Express

• MyJL

• We do

• CST online

At what point do you need to ask a TM to sanction a Gift Card that you have agreed the cm is entitled to?

• On any Gift Card

• Anything over £50

• Anything over £100

• Anything over £250

If a Gift Card has expired and you are first point of contact, after considering the options and using the available resources, who makes the decision about whether or not we re-issue?

• We do

• Voucher Express

• Your Team Manager

• The partner who may have more experience

If we agree to re-issue an expired Gift Card, what are the next steps?

• Close the case

• Set up a support case, creating a Parent case if needed and then closing said Parent case

• Create a case and leave it in the Gift Card queue

• Set up a Support case, leave all cases open relating to the GC