If a customer advises you that they have lost or damaged their card, or their card has been stolen, here's how you can help them get a new one:
Identifying the Lost Card
Try finding the card number by selecting Manage Cards from your Ackroo Anywhere Console.
To isolate their card, you can ask them the following questions:
- What is the card number? (Enter the card number in the “Search” field.)
- Was the card registered online? (Enter either the cardholder’s First and/or Last Name, or Email Address that was registered in the “Search” field.)
- Can the customer supply any purchase receipts from transactions using this card? (The receipt will display a 10-digit Transaction ID #. From the “Manage Transactions” tab, enter this ID in the “Search” field. Once the transaction populates, take note of the “Card Number” column associated with this transaction. Highlight the Card Number, right-click and ‘Copy’ this value. Return to the “Manage Cards” tab and right-click the “Search” field to ‘Paste’ the card number value.)
If you’ve successfully identified the lost card number, the next step is to transfer funds from the existing card onto a new card:
You can watch this brief video to learn how to transfer card balances.
Click HERE for more information on transferring cards.
Pro Tip: Ask your customer to register their card on your eGift portal. This way, if they lose their card you can quickly find them and transfer them to a new one. Want know more about eGift? Click HERE.