When you’re in the business of distributing digital gift cards - whether for rewards, incentives, cashback, or employee perks - your provider isn’t just a tech vendor. They’re your infrastructure, your safety net, and your brand partner.
Because when something breaks, delays, or causes friction, it’s your customers and your team who feel the pain, not theirs.
So, how do you separate the slick sales pitch from real, operational excellence?
Here are five things to look out for when choosing a gift card provider - and why they matter more than you think. 👇
1. Customer service that actually serves
Let’s face it - the gift card world moves fast. Brands go offline, redemptions fail, users panic. When things go wrong (and they sometimes do), your provider’s response can make or break the experience.
You want a team that doesn’t just reply - they resolve. Quickly, clearly, and with your business in mind. Beware of platforms with slow response times, offshore-only support, or account managers who seem to vanish the moment you go live.
💡 Ask potential providers:
- How fast is your average support response time?
- Will I get a named account manager?
- Do you operate support teams in the UK, US, or globally?
2. Trust and security at the core
Gift cards are money, which means they attract fraud, scams, and user confusion. You need to know that your provider is safeguarding value at every step, from issuance to redemption.
The best partners don’t just react to fraud - they prevent it. They monitor activity in real-time, investigate anomalies, and support you through disputes without passing the blame.
🔐 Ask providers:
- What fraud detection tools are built into your platform?
- How do you handle disputed redemptions?
- Can I see examples of how you’ve resolved fraud cases?
3. Technology that just works
You’d be surprised how many platforms talk a big game but fall down on the basics: reliability, uptime, brand availability, and redemption performance.
Your gift card infrastructure should be seamless, whether you’re operating an always-on rewards engine or running time-sensitive campaigns. Look for platforms with proven APIs, reliable gift card delivery, and intuitive reporting dashboards that don’t need a manual to decipher.
⚙️ Ask providers:
- What’s your API uptime SLA?
- How often do you experience outages or delays?
- Can I get real-time reporting on float balances?
4. Global scale, minus the FX headache
If you’re growing internationally - or already serving global customers - FX shouldn’t slow you down. Yet many providers still rely on manual transfers between currencies, outdated float systems, or poor exchange rates that eat into your margins.
What you want is fully automated international payments that just work, without chasing conversions or losing value to float movements.
🌍 Ask providers:
- How do you handle multi-currency gift card purchases?
- Are your FX rates fixed or variable?
- Can I easily report on international usage?
5. Transparent pricing (with no nasty surprises)
Let’s be real - no one wants to dig through a contract to understand their margins. Unfortunately, many buyers find themselves navigating hidden fees, unpredictable brand discounts, or “lifetime pricing” offers that feel more like a gimmick than a guarantee.
A trustworthy provider is one who’s upfront, fair, and scalable. The price you’re quoted should accurately reflect the value you receive, and it shouldn’t change without a prior discussion.
💸 Ask providers:
- Are the discounts you offer based on hitting certain sales volumes?
- How often do your brand discounts change?
- Do you charge for foreign exchange (FX) or usage above a certain volume?
We can help
Choosing the right gift card provider isn’t just about ticking boxes - it’s about finding a partner you can rely on when it really counts.
At Tillo, we believe in earning your trust every day, not just at contract renewal. That’s why our platform is designed to give buyers more control, more visibility, and more value, backed by award-winning support and a team who actually picks up the phone. 📞
Want to see how we compare? Get in touch, or simply ask us the five questions above. We’re happy to answer them all.
