Gift Certificates

Included in this article:

1. Overview
2. Parameters
3. Initiating a Gift Certificate Procedure 

1. Overview

Gift certificates are an instore credit towards a future purchase. Gift certificates are offered to guests as an option to keep product in an as-is condition, when a guest has a concern with product or services rendered (guest appreciation), or for settlement of a home damage claim. There must be proper documentation to validate the guest’s concern. Team Lead or Manager approval is required for all guest appreciation. Gift certificates are not mailed, simply a credit is placed onto the guest account. Gift Certificates have no expiry date and no minimum purchase requirement.  

2. Parameters:

       § Up to a maximum of 15% of item price or $150.00.  

              o This is the first option in the manufacture resolution stream 

              o Team Lead / Manager approval is needed for all anything higher then 15% of the product, or $150.00. 

       § Up to a maximum of 40% of item price for eligible leather extended warranty claims 

              o This is the second option in the extended warranty resolution stream 

       § Initial Offer is 50% of maximum offer.    

Note: A Customer Service Order is required for all Gift Certificate to be processed and documented within Storis. 

3. Initiating a Gift Certificate Procedure

Use this procedure when initiating a Gift Certificate: 

1. Determine if a gift certificate is the appropriate action by referring to the TDG Resolution Stream. Gather Team Lead or Manager approval if required by calling into the coaching queue. Do one of the following: 

       § If the guest has an open CSO pertaining to this product, continue to step 15 after completing the following: 

              - Updating Coordinator Code to SGC 

              - Updating Service Status to PCL 

       § If there is no open CSO, continue to step 3. 

2. Open a new Storis screen Enter a Service Order 

3. Click on the Add icon to generate a Service Order number 

4. Enter their Customer Code in the Customer Number field 

5. Enter the Sales Order Number into the Original Order field (do not include asterisk & numbers) 

Note: If you do not have the Sales Order number, right click the magnifying glass beside the Sales Order field and select View Customers Historical Purchases. Double click the Sales Order for the line item you want to provide a GC on.

6. Enter ‘SGC’ into the Coordinator Code field 

7. Click on the Merchandise tab and select the box of the item we are providing a Gift Certificate for 

8. Enter the problem code in the Problem field  

       MFG = Manufacture  

       PPP = Tutoris (Extended warranty) 

       TDG = TDG Damage 

9. Provide a detailed description of why we are providing the guest a Gift Certificate in the Add Text field 

        § If this is to keep an item AS IS, note the following: 

              a) What is the damage? 

              b) Where is the damage on the product? 

              c) How many? How big? 

              d) Your Storis ID 

        § If this is for guest appreciation, note the following: 

               a) Reason for guest appreciation 

               b) Who approved 

               c) Your Storis ID 

        § If this is due to home damage, note the following: 

               a) What is the damage? 

               b) Where is the damage located on the property/in the home? 

               c) How many? How big? 

               d) Your Storis ID 

10. Click green checkmark 

Note: If we need to add additional items to the CSO that pertain to the same Sales Order number, this is where we would repeat steps 10 to 13. If no further items need to be added to the CSO, simply click Save. 

11. Enter ‘PCL’ in the Service Status field 

12. Enter ‘NONE’ into the Technician field  

13. Press Save 

14. Go to your Customer Tab 

15. Right click and select Historical Purchases 

16. Find the original Sales Order for the item that the guest is having product concerns on, determine its cost and what amount we can offer the guest to keep the unit as is. 

17. Determine the starting offer to the guest by dividing the maximum potential by 2. 

18. Call the guest and open negotiations by asking the guest what amount they feel is fair to resolve the concern at hand. The amount they suggest is the "guest proposal." 

       § If the guest proposal is less than the starting offer, accept the guest proposal. 

       § If the guest proposal is greater than the starting offer, but less than the maximum potential then offer the starting offer. 

19. Negotiate with guest until agreement on amount of gift certificate up to the maximum potential. 

       § If negotiation leads to an amount less than the maximum potential, accept it. 

       § If negotiation leads to an amount above the maximum potential, clearly establish the amount the guest is looking for and advise guest that you will seek approval and contact the coaching queue. 

20. Upon approval of gift certificate amount, inform the guest of gift certificate process. 

Note: Gift Certificates are entered into the guest’s account within 1 week.  

21. Select Actions > Audit Comment Log > Update Comments. Enter in your Gift Certificate request based on the following scenarios: 

       a) If the guest is keeping one item AS IS:

              STG – OFFERED 110 GC TO KEEP SOFA AS IS. GUEST AWARE THIS WILL TAKE 1 WEEK TO BE ON THEIR ACCOUNT. 

              REASON: TO KEEP SOFA AS IS WITH SEAM SEPARATION ON THE RHF ISB. ABOUT 1 INCH LONG. 

              AMOUNT & TYPE: $110.00 GC 

              CONFIRMED MAILING ADDRESS 

              CONFIRMED PHONE NUMBERS 

        b) If the guest is keeping multiple items AS IS:
STG – OFFERED 180 GC TO KEEP SOFA AND NIGHTSTAND AS IS. GUEST AWARE THIS WILL TAKE 1 WEEK TO BE ON THEIR ACCOUNT. 

              REASON: TO KEEP SOFA AS IS WITH SEAM SEPARATION ON THE RHF ISB. ABOUT 1 INCH LONG. TO KEEP NIGHTSTAND AS IS WITH TOP DRAWER HAVING A 15CM CRACK. 

              AMOUNT & TYPE: $180.00 GC 

              CONFIRMED MAILING ADDRESS 

              CONFIRMED PHONE NUMBERS 

              APPROVED BY: NORM 

        c) If we are providing the Gift Certificate due to a poor delivery experience:
STG – OFFERED 100.00 GC DUE TO POOR DELIVERY EXPERIENCE. DRIVERS WERE 1 HOUR LATE, AND ITEMS ARRIVED WET DUE TO RAIN. 

               REASON: DUE TO POOR DELIVERY EXPERIENCE. DRIVERS WERE 1 HOUR LATE, AND ITEMS ARRIVED WET DUE TO RAIN. 

               AMOUNT & TYPE: $100.00 GC 

               CONFIRMED MAILING ADDRESS 

               CONFIRMED PHONE NUMBERS 

               APPROVED BY: NORM 

        d) If a guest is receiving a gift certificate due to Home Damage:

               STG – OFFERED 150.00 GC DUE TO TWO GOUGES IN THE DRYWALL, IN THE FRONT ENTRY ON THE LHF SIDE, CAUSED BY THE DRIVE TEAM DURING DELIVERY. THE DAMAGE WAS ABOUT THE SIZE OF A BASEBALL. 

               REASON: DUE TO TWO GOUGES IN THE DRYWALL, IN THE FRONT ENTRY ON THE LHF SIDE, CAUSED BY THE DRIVE TEAM DURING DELIVERY. THE DAMAGE WAS ABOUT THE SIZE OF A BASEBALL. 

                AMOUNT & TYPE: $150.00 GC 

                CONFIRMED MAILING ADDRESS 

                CONFIRMED PHONE NUMBERS 

                APPROVED BY: N/A CSA LIMITS, REPORTED BY DRIVE TEAM. 

22. Inform the guest that it will take 7-10 business days for the gift card to be applied to their account. 

23. Press Save 

24. Press Exit 

25. Press Save twice