When a gift card is sold, the check is closed out and payment is processed normally.

After the guest leaves, the check is re-opened and the payment is voided. 

The gift card sold remains deactivated and is not funded.

ISSUE

In the last instance, the server was mistakenly using the Balance Inquiry instead of Sell Card. After three balance inquiries within a specific time frame, the gift card was deactivated. Toast also sends a balance inquiry check when selling a gift card, to ensure the card is valid. This counted as the third inquiry and locked the card. 

RESOLUTION

1.  Do not run balance inquires against Gift Cards coming out of the box to be sold to a customer. 

2.  I suggest training the staff to delay handing the gift card to the customer for 60-120 seconds to ensure that the void doesn’t happen.  This way the customer is still in the building or with the server if this void comes.  In my tests in lab, the void comes within a 2-10 seconds of the payment being applied and the check closing.

GUEST RELATIONS

Please provide specific check/transaction details and create a ticket with the Helpdesk AND notify Applebee's Guest Relations.

The goal here would be for your helpdesk and our Guest Relations team to have this information so that if a customer calls in, there is enough information to identify the card and make the guest whole.