Gift Card Issue Toast & Paytronix

Source URL: https://www.reddit.com/r/ToastPOS/comments/1bv43rs/gift_card_issue_toast_paytronix/

So we house our gift cards with Paytronix which is great most of the time, however every once in a gift card sale through Toast doesn't make it over to Paytronix. Also, every once in a while a gift card will be used and it doesn't mark the balance down. Has anyone else had an issue with this? I have cases opened with both Toast and Paytronix and it seems that no one can give me answers. Maybe we are doing something wrong? I also thought about tagging them both in an email combining both cases to get them to work together? :) Anyways, any insight is much appreciated!

Source URL: https://www.reddit.com/r/ToastPOS/comments/1bucc32/come_on_toastdo_better/

I am normally a huge Toast fan boy, but this latest thing has me upset. Gift cards at our 10 locations stopped working about 10 days ago. I was transfered around to 5 different departments (kitchen, gift card, payments, accounts and business operations). Spent days not hearing anything.

Finally a smart Toast rep figured out what happened. We had an inactive account under our restauraunt group that Toast setup by mistake. Been there for about a year and was labeled by Toast "DO NOT USE". Well 10 days ago they "churned" that account and deleted it. Aparently that account contained all of the gift card data for our group. That is why it stopped working. This person who figured it out did not have the ability to fix it. He said the gift and loyalty department could transfer the data over, but they were swamped and it was a 2-3 week wait. He put in a ticket for the business operations department to restore that account. Just heard back from them that it is not possible.

We have resorted back to paper gift cards and we simply copy down numbers and amounts for people that want to use their cards and will put their charges in when this is all fixed.

Anyone have a secret contact at Toast that could help us? This is not Toast looking bad to our customers, it is us that looks bad. No acceptable. Any ideas or help?

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