topic Re: Imported Gift Cards not working online in Restaurant Operations

Imported Gift Cards not working online

Jparker — Mon, 30 Oct 2023 18:31:09 GMT

Anyone knows how to resolve this. Just started happening. We have Gift Cards imported from prior POS system and when a customer tries to use with online line system the imported number is not linking to Toast assigned #. The online system is saying invalid card # and will not process card.

Our customers only have the imported number printed on card.

I am being told by Toast that only the Toast assigned# will not work. I do not understand if the imported # will link correctly on POS why is it not linking on online system.

Re: Imported Gift Cards not working online

au79teahouse — Mon, 30 Oct 2023 19:43:43 GMT

Your customers won't be able to use the account number on the old gift card from previous provider with Toast online ordering. The way imported gift card works is every gift card account from previous provider is assigned with a new "toast account number". For your customers to use their imported gift card with toast online ordering, they must use the assigned "toast account number" to their gift cards.

Let me know if you need help with finding the account number for your customers.

Re: Imported Gift Cards not working online

Jparker — Mon, 30 Oct 2023 21:00:35 GMT

When our customers use Gift Cards on POS system the card had the imported card number on them and auto link to Toast assigned number. The linking system should be the same. It has worked in the past as well.

Why does it work inhouse and not online?

Fail to understand the difference if all systems work together.

Re: Imported Gift Cards not working online

au79teahouse — Mon, 30 Oct 2023 21:13:07 GMT

My guess is the online ordering portal accepts only Toast account number as input so it won't recognize any other account number except Toast's. Old gift cards work in store because system will cross reference phone number, email address ,or an account number (toast or other provider) in your guest database. It will also work if you type up the account number on a gift card on your back-end to search up customer's account. However, it just does not work with online ordering. You will need to inform your customers, who wish to use their gift card online, that they need to input their toast account number instead of the number on card.

Re: Imported Gift Cards not working online

Jparker — Mon, 30 Oct 2023 21:23:39 GMT

Can you have someone who is not guessing respond. This was not happening before just recent issue. If the online ordering platform is interacting with our back office system for online menu, pricing, placing online orders into Toast POS, etc.. Why is the Gift card input any different.

Our customers should not have to contact us to get an "actual number" they can use. It was printed on their cards that is why we imported the card numbers and what was explained to us when we signed up with the Toast system. The imported card numbers would work thought-out the platform.

Our customers do not know to call to get the actual card when it's printed on the card. It bad for our restaurants reputation when card numbers are showing invalid.

Just another reason why I will not recommend your product.

Re: Imported Gift Cards not working online

au79teahouse — Mon, 30 Oct 2023 21:31:34 GMT

Well, from my understanding, it has been like this since day one we switched to Toast, and I'm just sharing my experience with you. I agree with you. The online ordering should accept the account numbers that are imported. But sadly, it just doesn't work that way at this time. And again, I don't work for Toast. I'm just someone who tries to help. If you really want to talk to someone who can address to this issue, you can reach out to @Rob or other community mods. Or call Toast support and good luck with that.

Cheers!

Re: Imported Gift Cards not working online

Jparker — Mon, 30 Oct 2023 21:37:05 GMT

Sorry thought you worked for Toast. Been having quit a few problems not getting resloved from them.

I do apologize..

Re: Imported Gift Cards not working online

au79teahouse — Mon, 30 Oct 2023 22:24:34 GMT

Hey no worries. I can totally understand where you are coming from. Restaurant owners and managers are problem-oriented and seek for solutions. In my opinion, it's like a pain in neck to responsible owners and managers when there is a ongoing problem that does not have a proper solution or someone who is responsible for the problem does not address to it properly.

Despite all that, just like I mentioned. This gift card issue has been known since day one we switched to Toast. We ended up with educating our customers how to use their gift cards online and provide them easy access to account summary page online so they can look up their account number, check balance, etc whenever they want. It's not ideal but it's something that helps you work with the current situation. We all want happy satisfied customers, don't we?

Re: Imported Gift Cards not working online

Rob — Tue, 31 Oct 2023 14:53:16 GMT

Hey @Jparker I will escalate this issue to see if there is any more that can be done!

Re: Imported Gift Cards not working online

rcmck — Tue, 31 Oct 2023 15:03:00 GMT

All of the imported cards get a toast card number as well, if a customer uses the toast number online will it work? I have never tried this myself, I'll have to test it.

Re: Imported Gift Cards not working online

Jparker — Tue, 31 Oct 2023 15:03:58 GMT

Thank you Rob anything you can do. I spoke with 3 people yesterday ending with someone will call you back from esculation team.

Re: Imported Gift Cards not working online

Jparker — Tue, 31 Oct 2023 15:13:29 GMT

My question is how is my customer who received a gift card supposed to know the assigned Toast # if the card was issued with the imported number. The imported should be linked to the assigned number so it is recognized

Re: Imported Gift Cards not working online

rcmck — Sat, 04 Nov 2023 01:36:28 GMT

They could use the gift card lookup webpage to get there new number, but you would have to explicitly enable this under gift card setup since there is some risk involved with allowing the lookup of imported cards. (this is relatively new and you may not have it yet) https://central.toasttab.com/s/article/Finding-Imported-Gift-Cards