KOP Gift Card

FAQ's
Tolerance Factor
On-Site Gift Card Assistance

FAQ's

What is the King of Prussia Gift Card?
The King of Prussia Gift Card is an American Express® prepaid card that can be used to purchase gifts and services. The card is redeemable at stores that accept American Express cards, like most of the retail stores and restaurants at the King of Prussia Mall.

Is the King of Prussia Gift Card a Credit Card?
No, the Gift Card is a prepaid American Express card with the value of any amount you select between $20 and $1000.

How do I check the balance of the Gift Card?

Why is the transaction being denied?
If the balance on a customer's King of Prussia Gift Card is not sufficient to cover the charge, the transaction will be denied. You may want to ask the shopper to confirm that he/she has the necessary balance on the Gift Card to make the purchase. Prior to ringing a King of Prussia Gift Card, please ask the customer if they know their balance.

Do I give cash back from the transaction?
No. One of the benefits of accepting the King of Prussia Gift Card is that you will not be required to give cash back to customers.

Can I use two forms of payment for one transaction?
Ring up the sale according to your store’s policy. As some POS systems do not allow multiple transactions, this is simply a split-tender transaction. Usually, the alternate form of payment needs to be presented first in the system.

How do I process a return?
The return of a purchase made with a King of Prussia Gift Card can be processed just like the return of a purchase made with any American Express Product. You can credit the Gift Card with the appropriate dollar amount simply by processing the Gift Card through your credit card terminal. The customer must have both his/her receipt and the King of Prussia Gift Card with which the purchase was made. As with any American Express product, a return of funds may take up to 3-7 days to be reflected on the customer's card.

I made an error or need to void a transaction. What do I do?
Call 1-888-203-9678 and select option 4. You will be connected with a Customer Service Representative who will be able to assist you. You must have your American Express Merchant ID number prior to calling, or your void cannot be processed.

What do I tell a customer about mistaken charges?
If a customer says he/she has never purchased anything at your store with the Gift Card, but that a charge from your store has appeared on his/her Gift Card statement, please have the customer call the number on the back of his/her card.

A customer has 5 Gift Cards, and wants to use all of them for a purchase. Our system will only let us take up to 2 cards. What do I do?
Send the customer to a Guest Services Associate, who will be happy to consolidate the balance onto one card for the customer.

The card states that it is a debit card, should I ring the card as a debit sale?
No. The Gift Card should be processed as a credit card sale. If you are prompted for a PIN number, you should bypass the prompt in your system.

Should I keep the card if the sale is more than the value of the card?
No. You should always give the card back to the customer in case they need to make a return. Returns are processed just like with American Express.

If a customer makes a return, but the original purchase was done as a split tender, can I issue the whole credit back to the card?
Please check your store policy if this happens.

Do I have to process the card through American Express or can I force-post a transaction?
You must process the transaction through your American Express system. If you don't, your store will be liable for a charge back if there are no available funds on the card.

The customer wants to do a split-tender transaction with their personal American Express and part with the King of Prussia Gift Card. Our system does not allow two forms of payment. What do I do?
Ask the customer if they would like to purchase your company's gift certificate/card from your store, then process the transaction as a split tender using the customer’s credit card and your store's gift certificate/card.

What financial institution issues the King of Prussia Gift Card?
King of Prussia Gift Cards are issued by American Express Travel Related Services Company, Inc.

I work at a restaurant, and the Gift Card was declined. The customer said their balance was $25 and their total bill was $24. Why was it declined?
Like all credit cards, the King of Prussia Gift Card pre-authorizes 20% over the total transaction to factor in gratuity. See Tolerance Factor Below.

Tolerance Factor

What is a tolerance factor?
It is customary for restaurants and some other service-oriented merchants to factor in an additional 20% to cover any tip you may leave on the Gift Card. If a total bill, after adding in the additional 20%, exceeds the amount on the Gift Card, it will be declined. Before ringing the King of Prussia Gift Card, it is best for the customer to check the balance, and let them know that the card will automatically pre-authorize 20% over the total bill to factor in gratuity.

  • If the transaction posts (settles) for less than the original authorized amount, the difference (variance) is then added back to the available balance.

  • If the merchant does NOT settle a transaction within 7 calendar days, the authorization amount is released on the 8th calendar day.

  • Frequent Tolerance Factor Issues:
    Gas Stations
    Restaurants
    Hair Salons
    Nail Salons

On-Site Gift Card Assistance

If you are having any difficulties with a King of Prussia Gift Card, please contact a Guest Services Associate at 610.265.5727 or ask for the Guest Relations Manager in the Management Office at 610.265.5794.

Back To Top