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

Fill in the details in each block so they’re complete and specific to us. Keep names consistent with what appears in Toast and training.

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)