Suspending a Loyalty Card
Cards are suspended in order to close the account. Cards can be suspended due to a variety of reasons such as being a fraudulent account or being lost/stolen. Once a card has been suspended, that customer can no longer earn points or burn points unless they are reactivated.
Step 1
1.1 In Virtual Terminal (VT) search for the card that is being suspended.
1.2 Click on Show Details.
Step 2
2.1 Click the Add/Edit button.
Step 3
3.1 Click the Suspend Account button which will pop up another window prompting you to select the reason for suspending the account.
3.2 Select your reason for suspending the account. Use the table below as a guide for selecting the best reason.
| Option | Description |
| Fraudulent Account – Employee | Account is an employee’s account being suspended due to fraudulent activity. |
| Fraudulent Account – Customer | Account is a customer’s account being suspended due to fraudulent activity. |
| Fraudulent Account – Hacked | Account is being suspended due to fraudulent activity as a result of being hacked by an unauthorized user. |
| Fraudulent Account – Spam/Phishing | Account is being suspended due to being created for spam or phishing purposes. |
| Duplicate Account | Account is being suspended due to being a duplicate account. This should only be done after the account has been transferred and/or if the customer no longer needs the account. |
| Lost/Stolen Account | Account is being suspended due to being compromised after being lost or stolen (typically with a physical card). |
| Other | Account is being suspended due to other reasons that don’t align with the other options. |
3.3 Confirm the suspension and reason with the final pop-up window at the top of your screen.
Step 4
4.1 The card is now suspended and the card status will now reflect that in VT as well as in their customer profile.
Unsuspending a Loyalty Card
You’ll be able to unsuspend a loyalty card if one was suspended by mistake. To unsuspend a suspended loyalty account, follow these steps.
Step 1
1.1 In Virtual Terminal (VT) search for the card that is being suspended.
1.2 Click on Show Details.
Step 2
2.1 Click the Add/Edit button.
Step 3
3.1 Confirm that you want to re-activate this account. Click OK.
Step 4
You’ll see a confirmation that the account was reactivated. Click OK to close the pop-up window.
