PURPOSE

You need to know how to check the balance of a gift card or prepaid book, perhaps because it scans with a zero balance and the customer swears they’ve never used it.

PROCESS

1. Log in to WashAssist.
2. Click “Customers”, then select “Gift Cards” or “Prepaid Books” in the sidebar.
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3. Click “Basic Search” in the upper-right corner of the screen and search for the gift card number or prepaid book barcode.
4. For a gift card, the Balance field tells you the current balance on the card. 
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5. For a prepaid book, the Qty field shows how many washes remain on the book.
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6. If the balance or quantity is zero, you will want to see if there has been activity on the gift card or prepaid book. 
7. To do this, click “Reports” in the WashAssist sidebar (it’s near the bottom of the sidebar).
8. Click “Gift Card Transaction Details” or “Prepaid Book Transaction Details” under “Transaction Reports”.
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9. Configure the report with the following settings:
10. Enter the gift card or prepaid book number.
11. Set “Start Date” based on when the gift card or prepaid book was purchased 
    • NOTE: You can get this information by looking up the gift card or prepaid book from “Gift Cards” or “Prepaid Books” in the navigation sidebar
12. Leave the “End Date” set to the current date or change it if you want to narrow the report results.
13. Leave “Locations” set to “ALL”. 
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14. Click “View Report”.
15. If the gift card or prepaid book has been redeemed, the report will return results the results.
16. You will see transactions (with ticket numbers that you can look up if you want to) and the balance remaining on the gift card or prepaid book following each transaction.
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17. If the gift card or prepaid book shows no transaction activity, call the Customer Care store priority line at 888-693-9189 and ask to have the balance adjusted for the customer. 
18. Let the customer know you will follow up within 24 hours to make sure their problem is taken care of.