INFOPLACE USA AND THE TAUBMAN COMPANY
Gift Card Processing and Handling Procedures
M-6301 TC
When processing gift cards, each associate must adhere to the following policies and
procedures as descriptively outlined in the Taubman Gift Card Program Manual:
1. Every employee must complete a Gift Card Inventory Tracking Sheet at the
beginning and end of his/her shift. One, individual form is to be used for each
employee. If any discrepancies are noted, the Guest Service Manager must
be notified immediately.
2. Each employee must complete the Infoplace USA Gift Card Daily Report (A2120) form at the beginning and end of his/her shift outlining all sales activity
for his/her shift.
3. Access to Ultra Pos and the gift card computer should be limited to those who
sell gift cards.
4. A counterfeit pen or other counterfeit detection equipment must be used as
specified for checking all large bills ($20, $50, and $100) for authenticity
5. When a customer is purchasing gift cards with a credit card (American
Express, Visa, Master Card and Discover):
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A driver’s license or state identification card must be requested to
verify photo identification against the name on the credit card and
complete signature on the receipt matches.
Check for the embossed account number
Check the expiration date
Check the card number in UltraPoS making sure the card number
that appears in UltraPoS when the credit card is swiped matches
the embossed credit card
Check the signature ensuring the signature on the sales receipt
matches the signature on the back of the credit card
Check the receipt making sure that the last 4 digits of the credit
card number appear on the UltraPoS receipt match the last 4
digits of the credit card number embossed on the front of the
credit card
Do not return the credit card to the cardholder until all of the above
steps have been completed
Do not write down any card number or verification code or any
other sensitive data after authorization.
No credit card information will be stored or sent via electronic mail.
6. When processing a gift card order with a total that is greater than $1000 a
second review of the order is required by a second individual. The second
reviewer must place his/her initials on the upper right hand corner of the
receipt for verification. If no other employee is available to review the
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transaction you must ask the customer to wait until a second reviewer is
contacted and present.
7. Multiple credit cards may be used within UltraPoS to process a single
transaction. The receipt will print a signature line for each credit card and the
cardholder must sign for each credit card used.
8. If a credit card is declined, the card number will be referenced in the error
message returned by UltraPoS. A credit card can only be swiped once within
24 hours after it is declined. The card must be removed and a new form of
payment used. Always refer the customer to the card issuer if they have
questions. (Toll free number is usually on the back of their credit card)
9. If Ultra PoS produces a “Request for Verbal Authorization” error message,
return the credit card to the customer and request another form of payment.
DO NOT enter an authorization number or proceed with the transaction, as
UltraPoS will NOT correctly process the transaction. Never call the number
on the back of the credit card for any type of authorization.
10. Under no circumstances is it permissible to manually enter a credit card
number in UltraPos for payment of gift cards. No exceptions!
11. Under no circumstances should any Guest Services Representative write
down or electronically transmit via email a guest’s 16 digit primary account
number (PAN) or CID number.
12. No Infoplace USA employee should accept personal checks, money orders,
cashier checks, credit cards, traveler’s checks and ATM/debit Cards NOT
listed above, as payment for gift cards.
13. Any company paying by corporate check for the first time MUST wait for a
TTC Manager to review and approve the Corporate Check Acceptance Form
before their first order can be fulfilled. (2-5 days) Subsequent orders will be
fulfilled without waiting for management approval upon verifying that the
company is in good standing and the order is placed and picked up by an
authorized user.
14. Never accept a corporate check from anyone not on the approved corporate
check list that is provided by the Taubman mall management office.
15. Cash transactions over $3000 require documentation in accordance with the
Patriot Act/ Banking Secrecy Act. A Monetary Instrument Form (MIF) must be
completed, verifying the necessary information against the customer’s ID.
16. Cash transactions (from a single purchaser) over $10,000 are not accepted
under any circumstances.
17. No gift card can be replaced without a thorough investigation of the card’s
history in order to avoid placing inaccurate funds on the card. Prior to
replacing a card be sure to obtain all appropriate authorizations.
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18. All voided cards must be turned into the Taubman mall management office
with your end of shift paperwork for accurate stock tracking.
19. Payments are not accepted over the phone under any circumstances. For
customers that want to purchase gift cards over the phone or do not to travel
to a Taubman mall, please advise them that gift cards are available for
purchase online through the mall’s website.
20. Every employee is responsible for securing his/her cash and credit card
receipts during his/her shift, and then depositing along with end of shift
paperwork into the drop safe that is provided at the end of his/her shift. This
cannot be done by another employee or at the end of the day.
21. Each employee is assigned a unique user ID and password for the purpose
of processing gift cards. This password is not to be shared with other
employees. Each individual is responsible for all transactions processed
under his/her user ID.
22. Access to Guest Services is restricted to authorized personnel, which
includes Taubman and Infoplace employees. Any third-party contractors,
such as a technician or service provider must obtain authorization before
entering areas where cardholder data is processed or maintained, and must
be recorded on the Desk Access Log that is maintained at Guest Services.
23. A daily Guest Services Desk Access Log must be kept to track the following
data: first and last name of individuals behind the desk, company, and if not a
Taubman or Infoplace employee, the reason access is required. Logs must
be kept for three years.
24. No Infoplace employee can sell a gift card to themselves.
I have read and understand the above stated policies and procedures. I understand that
failure to adhere to any of the above may lead to proper disciplinary action, up to and
including termination. I also have access to the Taubman Gift Card Program Manual
available to me at the Guest Services Desk to reference as needed.
I also understand that if I am requested to alter any of the above procedures I will
immediately contact my direct supervisor.
Location #_________________
Location Name___________________________
_________________________
Print Name
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Signature
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