Members of our coalition must comply with the following Code of Best Business Practices:
- Fees: All fees must be stated in writing at the point of purchase and on the back of the gift card in clear, easy to understand language. No account maintenance fees can be charged to the card if the card is used within 12 months from the date of purchase.
- Expiration Dates: If there are expiration dates they must be stated in writing at the point of purchase and on the back of the gift card. No expiration periods can start prior to 36 months from card encoding.
- Online and Telephone Access: Gift card holders must be able to access their gift card account status 24/7 online, automated phone inquiry, and a toll free customer service line. The toll free telephone hotline and internet address for accessing the card status must be clearly stated in writing at the point of purchase and on the back of the card.
- Lost or Stolen Cards and Returns: Provide a program for replacement of lost, stolen or damaged gift cards and provide a program to credit the gift card for merchandise returns.
- Fraud and Error Protection: Maintain a program for fraud and error protection for each gift card account.
- Responding to Consumer Complaints: A member of the coalition must respond diligently to all complaints from their customers. If a customer is not satisfied with redress of their complaint they are invited to contact the coalition by email at clientsupportsupervisors@storefinancial.com. The Coalition will work with the coalition member to resolve the matter to the satisfaction of the cardholder.
