[vc_row][vc_column][vc_column_text][vc_tta_tabs color=”orange” gap=”10″ active_section=”1″ title=”Frequently Asked Questions”][vc_tta_section title=”Merchant FAQ’s” tab_id=”1464352569782-567600c4-6b00″][vc_toggle title=”Accounting”]When it comes to the money, KiSSGC keeps their hands out of it. It’s your money you earned it.
The agreement you have with your payment processor is between you and them. Money flows directly from your customer to your bank account through your payment processor. KiSSGC is not involved.
Review your contract with your payment processor for your per transaction fees.
Charges for transaction fees only occur when the customer loads money onto their app to increase their balance.
When a customer draws from the balance, there are no fees. You already collected the money. Same as a physical gift card where the transaction fee is only applicable when the customer loads or adds cash to a gift card. There are no fees when they spend the gift card/balance.
Money reports are available on your backend website under ‘Reports’, you can view:
- Money Added
- Money Spent
- Money Remaining
[/vc_toggle][vc_toggle title=”Simply Loyalty Program” el_id=”1446097119751-8fccbd31-d89d”]
Use a simple point system.
This is the most common loyalty program methodology. Frequent customers earn points, which translate into some type of reward. Whether it’s a discount, a freebie, or special customer treatment, customers work toward a certain amount of points to redeem their reward.
Where many companies falter in this method, however, is making the relationship between points and tangible rewards complex and confusing.
“Fourteen points equals one dollar, and twenty dollars earns 50% off your next purchase in April!”
… that’s not rewarding, that’s a headache.
If you opt for a points-based loyalty program, keep the conversions simple and intuitive.
Although a points system is perhaps the most common form of loyalty programs, it isn’t necessarily applicable to every business type. It works best for businesses that encourage frequent, short-term purchases.
[/vc_toggle][vc_toggle title=”Advanced Loyalty Program” el_id=”1464020654475-82714111-5a98″]
Use our advanced system (tier) to reward initial loyalty and encourage more purchases.
Finding a balance between attainable and desirable rewards is a challenge for most companies designing loyalty programs. One way to combat this is to implement a tiered system which rewards initial loyalty and encourages more purchases.
Present small rewards as a base offering for being a part of the program, and then encourage repeat customers by increasing the value of the rewards as the customer moves up the loyalty ladder. This helps solve the problem of members forgetting about their points and never redeeming them because the time between purchase and gratification is too long.
The biggest difference between the points system and the tiered system is that customers extract short-term versus long-term value from the loyalty program. You may find tiered programs work better for a high commitment.
[/vc_toggle][vc_toggle title=”Do reward points expire?” el_id=”1486060074906-74a50c72-30dc”]
NO, they do not, they automatically convert into rewards once enough points have been accumulated.
ALL rewards and coupons have an expiry date that is set by you. Your accountants will love you for this because now you have no liabilities in your books.
The reason we convert points immediately into rewards is simply for backend logic…Once enough points are earned we then swap those points into a reward that can be redeemed.
If the merchant changes or modifies their reward program it doesn’t remove any rewards from their customer’s, once a reward is earned it has been earned…whether they redeem them or not is a different story.
[/vc_toggle][vc_toggle title=”Can I send my eCard to multiple Mobile #’s at one time?” el_id=”1486060178375-b1c2ed66-8258″]
The only way to send an eCard from your business to a list of unregistered people is via email. We currently we do not support this via SMS.
If you want to send individually from your business (through the Staff app) then the recipient needs to give you their username. Ask them to download the app, register then you scan their QR Code.
The reason behind this is because it eliminates human error. In the past we allowed staff to send eCards to unregistered recipients and it was shocking how many times they would incorrectly spell an email or mistype a mobile # and then the recipient stands there waiting, the staff stand there waiting and then say the app doesn’t work.
The room for human error has vanished by asking the customer to download, register and show their QR code to scan. Staff can only add money once registration is successful and they do not need to type anything.
If you want to transfer individually to an unregistered customer the only way is through the customer app. What other business owners do is they send themselves a large sum of money to their own business. Then they use the transfer balance feature.
[/vc_toggle][vc_toggle title=”What is needed to integrate with Squirrel, Moneris & Stripe” el_id=”1464020654526-a77cbbca-8841″]
- 1X Gateway license for each location.
- Place the order with squirrel and schedule the installation.
- Price varies based on the number of locations.
- Create a Free Account here – https://dashboard.stripe.com/register
- No Monthly Fees.
- 2.9% / transaction + $0.30 (Visa, MC & Amex).
- Link your bank account and turn to LIVE.
- Provide LIVE API keys. (Secret & Publishable)
- One Gateway License (Call your rep to apply)
- ~ $25 / month (only need one licence)
- Ensure Moneris enables Vault/tokenisation on the account.
- Talk to your rep about transaction fees.
- Provide Store ID and API Key.
Payments to the app go to a single bank account. Locations are reimbursed using the bank account that collects the app money. Money Reports on the backend website are real time and can be sorted by location and exported to excel.
Treat the app from an accounting perspective the same as you would treat physical gift cards.[/vc_toggle][vc_toggle title=”Where does my money go?”]KiSSGC does not take any money or any percentages or charge any transactions fees. 100% of your customer’s money minus any fees charged by the credit card processing company is deposited directly into your account.
KiSSGC does not have access to your account in any way. The money is yours, you earned it not us.[/vc_toggle][vc_toggle title=”How does KiSSGC work with my POS?” el_id=”1486978577394-1d68b210-103a”]KiSSGC does not handle any money, all money flows directly to you either through your existing POS or through a corporate stripe account that is connected directly to your bank account.
Standard procedure is to add a button to your current POS titled “KiSSGC”. If money is collected at your till and added to a customers eCard it would be recorded under the KiSSGC button.
Since 100% of the stripe money is from your customers through the app, the flow of money is very straight forward for your accountant.[/vc_toggle][vc_toggle title=”Can staff manage the KiSSGC Staff app?” el_id=”1446311412891-f3b00ad9-4249″]Yes, Yes & Yes
In your Merchant Dashboard on the website you can add/delete staff. There are 2 levels of staff.
- ALL staff can charge cards (reduce your customers balance).
- A PIN is assigned to specific Staff who can load $$$ onto your customers eCards.
All transactions are tied to a staff member.
Only staff granted permission to load $$$ onto eCards can do so with a PIN that you created for them.
When loading an eCard, staff will select a transaction type
- Credit Card
- Pro bono (Gifted)
With STRIPE connected to your account your customers can load their own cards through the app too.[/vc_toggle][vc_toggle title=”What is Bulk Send?” el_id=”1464021110552-465c16db-55e9″]Bulk Send – With the press of a button you can send your email database a short message along with an eCard, an eCoupon or Points.
You choose the amount, the offer or number of points.[/vc_toggle][vc_toggle title=”What is a Push Notification?” el_id=”1464021129588-7971a7d0-72b8″]Push Notifications are a very cool feature that allows you to send anyone who has an eCard with your business a message / promotion directly to their device.
You can customize the message / promotion based on gender and age.
For example send a Valentine’s message / promotion to males 25 years and older.
You can send 1 Push Notification a week to your customers for free.[/vc_toggle][vc_toggle title=”How is money loaded onto customer cards?” el_id=”1464020654622-020d806b-9658″]KiSSGC does not take any money or any percentages or charge any transactions fees. Money loaded onto customer cards is yours, you earned it.
Your customers digital gift cards can be loaded 4 ways:
- They give you cash and you increase their balance using the Staff app.
- You process your customers credit card the same you would any other transaction and then you update their balance using the Staff app.
- You gift your customers money via the Staff app.
- Your customers load their own e-cards using their credit card.
All credit cards are processed through stripe. You are responsible for any transaction fees associated with processing credit cards or having a stripe account.[/vc_toggle][vc_toggle title=”What does my accountant need to know?” el_id=”1486978010697-ba73ccea-55ba”]Digital gift card balances are treated the exact same way as physical gift card balances. They are a liability in your books until you have rendered the product or service the customer has paid in advance for.
Coupons and offers are not a liabilities because you can set an expiry date on them.[/vc_toggle][vc_toggle title=”Can I offer my customers a physical card?” el_id=”1446476881302-f4e8b108-84d0″]We see the physical card as an added cost to you as well it’s not a majority anymore. Yes there are still a few people out there that would prefer a physical card today. We surveyed a large sample size and found out that 63% and climbing would prefer an app.
It’s important to note that the age range of the sample size who want 63% was 35- 60 too. We feel the percentage is low since the new generation was not surveyed.
For this reason we like to think we are saving you time and money by not providing physical cards.[/vc_toggle][vc_toggle title=”Difference between Merchant login and Customer login?” el_id=”1464020654729-5da0a55b-55d3″]Merchant login for the app is created when you register your business. You must use the username and password you provide during your merchant account set up.
As a merchant you might have 3 places to Sign In:
- Dashboard – Via the web where you add/remove staff, create your loyalty program, view all your transactions, send promotions etc..
- Merchant App – For your staff to redeem and load customer cards.
- Customer App – The same as if you were your own customer.
Customers sign in using the customer side of the app only using their mobile # or email.[/vc_toggle][vc_toggle title=”Can I switch my current customers from a physical card to my app?” el_id=”1464020654784-1e044744-fca4″]Yes, yes & yes
There is no bulk way of doing this, you would have to redeem their cards then gift/load that amount to them through the Back Office app or through your POS if enabled.[/vc_toggle][vc_toggle title=”Can I change my loyalty program?” el_id=”1464020654839-9ed52d89-c3f0″]Yes you can but know that all your customers with an e-card will be notified of the changes via SMS.
New customers will only see the new program.[/vc_toggle][vc_toggle title=”Can a business have multiple locations?” el_id=”1440012139139-137b44ff-64ee”]YES – Contact us to set up additional locations.[/vc_toggle][vc_toggle title=”Can I send my customers a messages or promotions?” el_id=”1440011755098-62c9a95d-4f23″]YES
You get 1 send per e-card per month. There will be a nominal fee if you want to send more than that. The only reason we charge is to minimize spamming.[/vc_toggle][vc_toggle title=”How do customers get a refund?” el_id=”1440011754930-d20b53a8-1bf9″]Because KISS does not handle any of the members money KISS is not responsible for any refunds. 100% of all transactions go through an account that you the merchant have applied for and been approved for.
Generally refunds are not refunded on gift cards. You can inform the member that they can sell or gift their gift card to someone else.[/vc_toggle][vc_toggle title=”Do I have to have a Paypal account?” el_id=”1464020655061-08ddd58e-95d1″]
NO you do not!
If you do not have a Paypal account your members will not be able to load their own cards. You or one of your staff will have to load your members card through your merchant app after you collect money in any form you wish.
If you have a Paypal account then your members can load their own cards. You will be subject to Paypal’s terms and conditions.[/vc_toggle][vc_toggle title=”Do my customers need a Paypal account?” el_id=”1446097797361-9cf84399-0ced”]NO they do not!
As long as you have set up and connected your Paypal account to your Kiss account then your customers can either Pay via Paypal if they have an a Paypal account or they can pay directly with a major credit card.[/vc_toggle][vc_toggle title=”How do I transfer a balance?” el_id=”1440011755012-4acfd2cf-4386″]Tell your customer to go to your business e-card in their KiSS wallet and click on MANAGE >TRANSFER.[/vc_toggle][vc_toggle title=”What happens to unused balance(s)?” el_id=”1440011754950-bf453a1d-1b15″]Unused balances never expire and any amount is transferable absolutely free by the customer. Remember you collected this money when they loaded their card.[/vc_toggle][vc_toggle title=”What is considered an active e-card?” el_id=”1440011755133-767fcc0d-5c2f”]
An active e-card is any card associated with your business with a balance of $0.01 or more on it.
[/vc_toggle][vc_toggle title=”Why didn’t my barcode / QR code scan?” el_id=”1440011755040-413b3be0-0c32″]
There are a few reason why this can happen, low lighting, bad camera on receiving mobile device. Simply type in the number you see under the QR Code and click the CHARGE CUSTOMER button
[/vc_toggle][vc_toggle title=”How do I cancel my account?” el_id=”1464020655406-1afaf2ff-683d”]Log in onto your account on our website go to your dashboard and click DEACTIVATE MY ACCOUNT.
Your account will only be fully deactivated once you have zero cards with zero balance outstanding.
ALL members with a balance to your business will be notified of this situation.
All member balances will remain active and you can still scan their mobile device to redeem payment. However any loyalty plan that may have been set up will be void during any period of your account being in arrears.
Members will not be able to reload or add any money to their cards and new cards will not be available to any new members.[/vc_toggle][vc_toggle title=”What happens if I do not pay the monthly fee?” el_id=”1464020655464-a964248f-e5df”]You will have seven days to make your payment. After seven days your account will immediately be downgraded until you bring your account back to good standing.
We will send a notification to your customers explaining the following:
Customer balances remain active. They can still pay with their balance. Any loyalty plan that is set up will be void during any period of your account being in arrears.
Customers will not be able to load or add any money to their app, and new customers will not be able to join you.[/vc_toggle][/vc_tta_section][vc_tta_section title=”Customer FAQ’s” tab_id=”1464352569959-127afd96-c1e9″][vc_toggle title=”What is the Birthday Reward?” el_id=”1464020655623-eb0e3b25-fc7e”]The Birthday reward is only offered by merchants who have chosen to participate in the tiered Loyalty system that the Kiss App provides.
If you meet the merchants requirements, you qualify for an annual reward on your big day.
For full details of a specific merchant you must add the merchant card to your wallet to be able to see the offers.[/vc_toggle][vc_toggle title=”What is the Welcome Level?” el_id=”1446098403029-7e2daad2-f4f2″]Welcome Level is only offered by merchants who have chosen to participate in the tiered Loyalty system that the Kiss App provides.
- Use your card once, earn your first reward. Sweet!
- Enjoy Special Birthday Perks.
For full details of a specific merchant you must add the merchant card to your wallet to be able to see the offers.[/vc_toggle][vc_toggle title=”What are Levels?” el_id=”1446095985849-f031c822-8cb0″]Levels are tiers added by the merchant. Click the ‘Details” button on your merchant app to see the requirements to achieve their different Tieres.[/vc_toggle][vc_toggle title=”What is Happy Hour?” el_id=”1464020655858-e12f5eda-2e07″]Happy Hour is only offered by merchants who have chosen to participate in the tiered Loyalty system that the Kiss App provides.
Happy Hour offers a perk if you visit the merchant during a specific time frame on specific day(s).
For full details of a specific merchant you must add the merchant card to your wallet to be able to see the offers.[/vc_toggle][vc_toggle title=”Can I qualify for multiple years in a single year? For example, if I double the merchants requirements, will I be in the same level for the next year?” el_id=”1464020656038-d6f13b5a-61b4″]Yes. Every year on your anniversary date (the date you qualified for the level), our system will look back and confirm whether or not you have earned the minimum requirements during that timeframe. If so, you’ll remain at the level for another year.
The algorithms only look at your previous years points to determine if you qualify again or for the first time.[/vc_toggle][vc_toggle title=”Do I have to present my Kiss Card to be able to use the balance?” el_id=”1446052896854-78e9aa65-f6a9″]Yes. You will have to present your Kiss card to the merchant to complete any transaction.
If you forgot your phone or your battery died you can always log in to your account through any compatible mobile device. Maybe you can borrow a friends mobile device?[/vc_toggle][vc_toggle title=”Can I earn Rewards if I pay with cash or a credit or debit card instead of using the App?” el_id=”1464020656154-053903b5-c395″]The only way to earn Rewards is to register and pay with the merchant’s mobile app – The merchant can’t award you rewards you for purchases made with another form of payment. You can use your credit card to reload the merchant’s App.[/vc_toggle][vc_toggle title=”How do I redeem a reward or coupon?” el_id=”1446059645510-8491c6d1-b846″]Redeem any reward or coupon by asking the merchant for the redemption code. Enter this four-digit code and confirm.[/vc_toggle][vc_toggle title=”How many Merchant Cards can I register on the KISS App?” el_id=”1464020656271-a80691c0-6ba7″]
You can register an unlimited number of merchant cards to your Kiss App account. All merchant cards will be personalized based on the merchants choices.
[/vc_toggle][vc_toggle title=”When will I receive exclusive offers and discounts?” color=”” el_id=”1446058955848-23109cd4-64bd”]
You must have the merchant notifications on.
You will only be notified if a merchant sends out an offer.[/vc_toggle][vc_toggle title=”How does the Kiss App Loyalty & Rewards Program work?” color=”” el_id=”1446058844363-7946821e-3e41″]The merchant designs their own personalized program upon creating an account. Some plans do not have the loyalty or reward features and some merchants wish to not participate with the loyalty or rewards options in the KISS App.
Add a merchant card to your wallet and you will be able to see their complete offer.[/vc_toggle][vc_toggle title=”I just received a gift card for a store I don’t shop at, but my mom loves this place. Can I transfer the e-card to her?” el_id=”1440012183918-2405e30a-5434″]Yes you can transfer the e-card to any cell phone number or email address. Go to the e-card in your KISS app and click the manage button then click transfer, enter the cell number or email and amount you want to send then press send.
Your mother will need a mobile device and will need to download the KISS App to use the gift.[/vc_toggle][vc_toggle title=”How do I transfer my balance?” color=”” el_id=”1464020656566-1dcc1721-e823″]
Go to the merchant’s e-card with a balance and click on the MANAGE button. Now click transfer, add the mobile phone number you want to transfer to and the amount, click transfer.
[/vc_toggle][vc_toggle title=”Why didn’t my barcode / QR code scan?” color=”” el_id=”1464020656622-0a4462ff-e00a”]
There are a few reason why this can happen, low lighting, bad camera on receiving mobile device. Simply type in the number you see under the QR Code and click the CHARGE CUSTOMER button
[/vc_toggle][vc_toggle title=”I would like to offer all my employees gift cards. How do I give them each individual e-cards?” el_id=”1464020656681-1c29b5b6-e4f8″]Contact the merchant you want to purchase the gift cards from and tell them what you want to do. There are 2 options.
- You can buy a large sum directly from the merchant and then from your mobile device you can transfer any amount to all your employees individually
- Give the merchant your employees’ cell or email and they can send the loaded e-cards to your staff for you.
[/vc_toggle][vc_toggle title=”Does KISS only work with cell numbers or can I receive e-cards through my email?” el_id=”1440012158371-4c3d9610-efd9″]
Yes you can send and receive e-cards via email, but KISS only works with the App on a mobile device. We are a paperless company with the end in mind. If you can check email with your mobile device you will be prompted to download the KISS APP to access your e-cards.
[/vc_toggle][vc_toggle title=”What happens if I get a new phone number?” el_id=”1464020656802-290d6cbe-610f”]
Log in onto your account on our website, go to your dashboard and click SETTINGS. Type in your new phone # and follow the instructions.
[/vc_toggle][vc_toggle title=”My phone was stolen and someone used the KISS APP.” el_id=”1464020656857-c5bdb53d-918b”]
Because KISS does not handle any of the consumer’s money KISS is not responsible for fraud. 100% of all transactions go through an account that the merchant has applied for and been approved for. You must talk to your credit card provider.
[/vc_toggle][vc_toggle title=”What happens if I lose my phone?” color=”” el_id=”1446052896371-aad61ba8-0130″]
Log in onto your account on our website go to your dashboard and click DEACTIVATE MY ACCOUNT. When you find your phone simply REACTIVATE YOUR ACCOUNT in the same way.
[/vc_toggle][vc_toggle title=”What happens to unused balance(s)?” color=”” el_id=”1464020656987-7c37f598-79cf”]
Unused balances never expire and any amount is transferable absolutely free.
[/vc_toggle][vc_toggle title=”How do I get a refund?” el_id=”1464020657044-de72229d-8e0c”]Because KISS does not handle any of the consumer’s money KISS is not responsible for any refunds. 100% of all transactions go through an account that the merchant has applied for and been approved for. You must talk to the merchant.
Generally gift cards are non refundable however with the KISS app it is free to transfer and balances to either a cell phone number or an email address. Maybe someone will buy your balance from you?[/vc_toggle][/vc_tta_section][/vc_tta_tabs][/vc_column_text][/vc_column][/vc_row]