Use Case:
- Stores may reach out asking for assistance to activate\deactivate a card.
Questions/steps that allow us to isolate the issue.
- Is the query related to a Follett or Blackhawk gift card?
For Black Hawk gift cards inquiries, please instruct the store to contact Customer Service Partner Portal (CSPP): “https://support.blackhawknetwork.com/ “ or contact them on phone number 1.877.246.6255, They may also reach out to the person listed below;
- Valerie Torres Rodriguez TorresRodriguez@bhn.com
- Vollman Olivia ovollman@follett.com
- Huseyin Nizam Huseyin.Nizam@bhn.com
They’ll need the below information before contacting them :
Description and examples of the outage
• Card numbers
• Card brand(s)
• UPC(s)
• Affected store location(s)
• Decline response (if applicable)
- Is the store asking for the steps to process the activation/deactivation on their end?
If yes, please provide the store with this link with the steps https://fhelearning.follett.com/tip/Content/SODA%20Order_Processing/Activate_a_Gift_Card.htm?Highlight=activate%20gift%20card
Step By Step Guide:
- Verify the brand gift card being queries, Follett or Black Hawk:
- For Black Hawk Gift cards, please refer to question 1 here, Questions/steps that allow us to isolate the issue..
- For Follett issued gift cards, please gather the below information then escalate to FHE_Gift_Card_Team
Customer Name:
Initial Web Order:
Initial SODA Number:
Cost: Example: $46.75 (plus $3.99 non refundable digital fee)
Web Return SODA number: (For Gift Card Deactivation Request)
Web Return Web number: (For Gift Card Deactivation Request)
Return price: (For Gift Card Deactivation Request)
Gift card number: REQUIRED