Use this SOP to identify every gift certificate we accept and redeem it consistently at the POS, with clean paper trails for audits and coaching.

Objective

• Document all gift certificate types we issue or accept.
• Standardize redemption steps to reduce errors and prevent fraud.
• Ensure proper accounting treatment for liability drawdown, discounts, and reimbursements.

Scope

• Front of House, Bar, Managers on Duty, and anyone processing payments in Toast.

Definitions

• Gift card vs. paper certificate: A gift card holds a stored balance in Toast. A paper certificate is a voucher with rules that is NOT a stored-value card unless explicitly loaded into Toast.
• Promo/Donation certificate: Issued for marketing or goodwill. Usually restricted and tracked separately from paid gift cards.

Our Gift Certificate Types

We accept several promotional coupons and discounts at our restaurant. Below is a detailed guide on each coupon code you may encounter.

Toast eGift Card

Physical Gift Card (Toast-loaded)

Eat West Gift Certificates

The Van Certificate

Sweet Cash (Promo with The Q)

Service Recovery Voucher (Manager Voucher)

Downtown Holland Voucher