As a consumer, I'd say you should honor a gift certificate whenever it is
presented.  After all, you've had the money in the bank earning interest.
You're not out anything by redeeming it years later.  You only gain by the
consumer's delay.  It certainly isn't a discount coupon of some sort.  I
have to say, that by stressing that the certificate was expired you'd offend
me.  You might say in a very, very friendly manner, something about them
having it for quite a while. I think you should act incredibly happy that
they were finally able to visit and redeem your certificate.

Their friend bought it.  It hasn't cost you anything to "store" their money
for however long they've had it.  Sorry listers but this response hit a
nerve with me.

 ----- Original Message -----
From: "Tracie Evans" <[log in to unmask]>
To: <[log in to unmask]>
Sent: Thursday, December 07, 2000 9:44 AM
Subject: Re: Gift Certificates


> Matthew-
> Although we don't use gift certificates here at Stonefield, I have an
> extensive retail background also.  My suggestions would be this:
>
> 1) Expirations dates are used so that people do not hold on to them
forever.
> Therefore, I suggest that we use an expiration date of 1 yr to 18months.
> That should give them used plenty of time to use the certificate. If
someone
> how does bring one in that is expired, you should empower your staff to
make
> reasonable judgements on them.  For instance, if it expired recently then
> you should take it, if it expired several months or YEARS ago I would
> hesitate.  Also, if the customer/patron is going to make stink about it,
> then take it!  Also, this is something that I have used to perserve
customer
> relatations but emphasis that the gift certificate is expired "This
> certificate is expired, but since we value you patronage we will make an
> exception for you this one time."  This let's them know that they should
be
> responsible from now on.
>
> 2) I would suggest that you write a policy on gift certificates that talks
> about giving change.  I would suggest that you set into place a cut off.
If
> they have more that $5.00 or $2.00 or whatever in change, then they get
> another certificate, but if its less than you should just give them back
the
> change. (The cut off amount should be based on your gift certificate
> incriments.) Also, put into place a policy for gift certificate returns!!
It
> will save you lots of headaches later.
>
> 3) You don't carry gift certificates as liability.  You should think about
> gift certificates as pre-purchases. Your institution recieved payment
ahead
> of time for the items that they redeem them for.  You should track how
many
> you sell and the amount (if they can be variable, but I would suggest set
> amounts for simplicities sake - since they have to be purchased in those
> amounts then) and you should track what comes in.  But you already
recieved
> money for the goods that those certificates represent, so they are NOT a
> liability.
>
> 4)You should make the certificates usable based on how your money is
> accounted for.  If all the funds from store, the entrance fees, and
> memberships all go to a central fund then use them for everything, but if
> they go into seperate funds you might not want to do this for accounting
> purposes since it would require the transfer on funds between accounts.
IF
> you don't have seperate accounts but you must use the funds for set
purposes
> then I also wouldn't use them for everything.
>
> 5)I can't say that I have seen successful implimentation of gift
> certificates on-line.  It is necessary that you track them through a
number
> system which can get very complex, unless payment is sent rather than done
> on-line.  I would hesitate myself to try this, but maybe someone else has
> tried this and can offer you some suggestions.  But if you do them
on-line,
> you may want to either give no change or have variable certificates so
track
> how much they user has spent.
>
> If you have any other questions or comments, please feel free to contact
me
> at the address below.
>
> Tracie
>
> Tracie Evans, Curator of Collections
> Stonefield Historic Site, SHSW
> PO Box 125
> Cassville WI 53806
> 608-725-5210
> [log in to unmask] or [log in to unmask]
>
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