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Old 11-04-2004, 10:55 AM   #1 (permalink)
 
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How does everyone handle Gift Cards in Helios? When you load one do you sell it like a gift certificate? When it is used do you select the tender as credit card? Just got our cards and needing to know the best way to manage this.
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Old 11-04-2004, 11:29 AM   #2 (permalink)
 
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If you are going to continue to handle Gift Certificates as well as Gift Cards ... then the best way of recording Payment Method on Gift Cards is as a Credit Card (assuming you are not using the CHASE seamless interface within Helios).

If you are no longer selling Gift Certificates with the introduction of Gift Cards (logical) then you could use Gift Certificate as the Method of Payment to keep it separate if you wish.

Are your Gift Cards per numbered ... if they are and you are planning on reusing them you will have to turn Tracking off on Gift Certificate, since with Tracking turned on you will not be allowed to resell the same number ... with Tracking off the system will not care.

Are your Gift Cards manual or automated?

Helios is working on incorporating Gift Card processing within it relationship with CHASE and/or DCAS (the EFT Check Processor ... which went into BETA testing with a limited number of clients the end of October), but there is not timeline on have that automated Gift Cards available within Helios, BUT it is being worked on in the planning stage.

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HELIOS, LLC - Director of Training and Support
Office: 317-554-3409
Cell: 317-529-0041
andy@myatso.com[ This Message was edited by: Andy @ MyATSO.ca on 2004-11-04 11:31 ]
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Old 11-04-2004, 12:03 PM   #3 (permalink)
 
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They are automated, pre-numbered Gift cards. So Tracking will allow a duplicate Gift Certificate number to be redeemed or sold? We are going to print a report to see how many outstanding Gift Certificates we have and will probably need to track manually until all Gift Certificates are gone. We will only do Gift Cards from this point forward. I would definitely like to see an upgrade to Helios that handled Gift Cards better--it's the way to go these days. Thank you for your help! I know you have heard this many times, but without your help I would be VERY DISAPPOINTED IN TECHNICAL SERVICE FROM HELIOS! I have been in the computer networking/system support for over 13 years and cannot believe the utter lack of concern or interest in finding a work-around or solution . I hope they are paying you well.
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Old 11-04-2004, 12:25 PM   #4 (permalink)
 
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Thank you for your kind words and yes they are ... lol

To clarify ... by automated, I assume you are processing the Gift Cards thru your Credit Card system, is that correct. If you are then tracking within Helios will not be an issue for you on Gift Cards since the report you most likely get from your provider should be complete you should not need anything more within Helios ... short term that is ... MUCH advantage to having a seamless interface incorporated within Helios ... that is the desire here as well as within the Helios Client Base.

We are working hard on helping the caring folks within Helios Tech Support development the tools and skills to provide ongoing improvement to the Customer Service provided. It will take some time, but I am hopeful within a short number of months, the efforts of JJ and his team will be felt.

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ACT Business Solutions - Independent Consultant
HELIOS, LLC - Director of Training and Support
Office: 317-554-3409
Cell: 317-529-0041
andy@myatso.com[ This Message was edited by: Andy @ MyATSO.ca on 2004-11-04 12:26 ]
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Old 11-04-2004, 12:26 PM   #5 (permalink)
 
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Quote:
On 2004-11-04 12:03:00, sbtanning wrote:
I know you have heard this many times, but without your help I would be VERY DISAPPOINTED IN TECHNICAL SERVICE FROM HELIOS! I have been in the computer networking/system support for over 13 years and cannot believe the utter lack of concern or interest in finding a work-around or solution . I hope they are paying you well.

As you might well know, tech support people only know as much as they are told. They have to deal with irate customers on a daily basis, most of whom aren't even computer literate. Perhaps it isn't for lack of concern on their part, but merely your own lack of patience. Sure, sometimes they aren't as helpful as you'd like them to be, but I'm sure if both parties were to calmly talk through the situation any problem could be resolved.
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Old 11-04-2004, 01:03 PM   #6 (permalink)
 
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Rats- I didn't say it was not resolved, nor was I IRATE. I am very knowledgeable, patient, and calm. I don't know where you are going with your comments, but you have missed my point. When I get DEAD AIR to a question and no offer for a solution unless I push back, I am disappointed in the customer service I am receiving. Technical Support should be just that. If you don't know the answer, then say I don't know how to handle it, but I will find out for you. Not, Helios does not do Gift Cards. There was a reasonable solution , was consulting another person too difficult?
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Old 11-04-2004, 01:07 PM   #7 (permalink)
 
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Very interesting you make that statement and observation sbtanning.

"if you don't know the answer, then say I don't know how to handle it, but I will find out for you."

You must have been a fly on the wall in a recent meeting with Tony ... that is EXACT what he wants and we are working both toward having Tech Support adapt that proper approach to Customer Service at the same time as we try and enhance the knowledge level within areas where that is a necessary response.

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ACT Business Solutions - Independent Consultant
HELIOS, LLC - Director of Training and Support
Office: 317-554-3409
Cell: 317-529-0041
andy@myatso.com[ This Message was edited by: Andy @ MyATSO.ca on 2004-11-04 13:09 ]
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