Do Your Part: Be Gift Card Smart 

Prepaid cards are an important product for consumers, wonderful gifts, and more—and we make every effort to protect our partners and their customers from attempts at fraud. Since some scams target consumers specifically, your vigilance can also help stop fraudsters in their tracks.

Be Aware of Common Scams

Knowing the different types of fraud and what to do can help you avoid getting scammed:

Package Tampering

  • Inspect the card packaging for any signs of tampering before purchase.
  • After receiving a gift card, open the package immediately to inspect it. If part of the card number is missing or appears altered, call the customer care phone number on the back of the card for assistance.

Victim-Assisted Fraud

  • Hang up on scammers impersonating trusted authorities who call and ask you to make payments via gift card. Do not provide your card information to unknown or suspicious individuals.

Checking Card Balance

  • To check your card balance and transaction history, only use the website URL printed on your card. If you see a transaction you don’t recognize, call the customer care phone number on the back of your card to report the issue.

Ownership Disputes

  • Keep your proof of purchase (receipt or gift receipt) to ensure that in the event of an issue, you can provide this to the customer care team for prompt resolution. This ensures that fraudsters cannot claim to have purchased your card.

When You Purchase a Gift Card…

Remember to keep your receipt! And if you give a gift card to someone else, make sure to provide the receipt along with the card. If there is an issue, having the receipt can help expedite the customer care resolution process. Additionally, it is a good idea to write down or take a photo of the card information and store it in a secure place in case the card is lost.

What Happens if Fraud is Attempted or Occurs?

Our highest priority is supporting customers who have been affected by potential fraud, and we maintain multiple ways for customers to get assistance.

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Call the customer care phone number printed on the back of your card immediately.

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When reporting an issue, provide as much of the requested information as soon you can so the customer care team can resolve the issue as quickly as possible.

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Keep receipts to help expedite the resolution process. With the right documentation, we can help customers resolve fraud claims promptly.

Learn More About How To Be Gift Card Smart

Frequently Asked Questions

Will you refund my money if my gift card is compromised by fraud?

We take our commitment seriously to support customers who are affected by potential fraud, and we and have a dedicated infrastructure in place to respond to and resolve claims. Every report of suspected fraud is reviewed on a case-by-case basis to verify its authenticity and determine the appropriate resolution. Once our customers provide the information needed to investigate their claim, such as the receipt showing the gift card was purchased, the majority of cases are promptly resolved in their favor.

Why do you need information such as receipts or other proof or purchase to resolve a claim?

We understand it is stressful for consumers when issues occur, so we work to resolve those claims as quickly as possible. Unfortunately, we do receive claims from fraudsters themselves, which is why we must have a process to verify cases are legitimate. That is why we and others in our industry strongly encourage card users to keep their receipts and card information in a safe place to make this process as seamless as possible for them.

Why is fraud an issue if you’ve invested so much in prevention measures?

The methods that bad actors—many of whom are part of sophisticated transnational organized crime networks—use to commit fraud across the financial services industry, including prepaid cards, have continuously evolved over the years. That’s why InComm Payments is continually investing in new anti-fraud innovations to address evolving threats. Our innovations have significantly reduced many methods of fraud, and our goal is to bring the occurrence of fraud down to zero. While we have not yet eliminated gift card fraud entirely, our data shows that our rigorous efforts have made it much more difficult for fraudsters to act, and as a result, only an exceedingly small portion of our cards have been affected by fraud. We remain committed to innovation and investment in new solutions to protect gift card purchasers.

Can you give more detail about how you monitor for and prevent fraud?

We use a comprehensive, multi-pronged approach to fraud prevention to help protect and support our customers, retail partners and the industry as a whole. This includes leveraging a range of technologies and tools to identify and thwart potential fraud, incorporating packaging innovations, back-end controls to monitor unusual activity, geolocation technologies, and much more. In addition, we work closely with law enforcement professionals and security experts to implement the latest best practices and promote collaboration across the gift card ecosystem.

Is it common for cardholders to experience fraud? How many gift cards are affected?

Hundreds of millions of consumers have successfully used our products over the years, and our data shows that an exceedingly small portion of cards have been affected by fraud. While fraud occurrence can fluctuate over time as criminal actors try new techniques, the vast majority of our cardholders are satisfied with their experience. When fraud does occur, our priority is supporting those consumers who are impacted.

Question? Reach out to us today.