Loyalty accounts are suspended to close an account. You may suspend loyalty accounts for a variety of reasons, such as being a fraudulent account or being lost or stolen. Once an account is suspended, the customer can no longer earn or burn points unless you unsuspend it to reactivate the account. You can unsuspend a loyalty account if one is suspended by mistake.

Suspending a loyalty account

To suspend a loyalty account:

• In Virtual Terminal (VT), search for the account being suspended.
  

  
  If found, the account appears in the search window under Results.
  
  

• Click Show Details on the far right of the account results to view the account detail and transaction history.
  

  

• Click Add/Edit.
  

  

• Click Suspend Account on the far left of the screen. A prompt appears allowing you to select the reason for suspending the account.
  

  

• Select the reason using the following as a guide for choosing the best option.

  • Fraudulent Account Employee — Account is an employee account being suspended due to fraudulent activity.
  • Fraudulent Account Customer — Account is a customer account being suspended due to fraudulent activity.
  • Fraudulent Account Hacked — Account is being suspended due to fraudulent activity as a result of being hacked by an unauthorized user.
  • Fraudulent Account Spam/Phishing — Account is being suspended due to being created for spam or phishing purposes.
  • Duplicate Account — Account is being suspended due to being a duplicate account. This should only be done after transferring the account and/or if the customer no longer needs the account.
  • Lost/Stolen Account — Account is being suspended due to being compromised after being lost or stolen (typically with a physical card).
  • Other — Account is being suspended due to other reasons that do not align with the other options.
    
    

• Click OK in the final popup window at the top of the screen to confirm the suspension and reason.

The account is now suspended, and Virtual Terminal reflects the new account status in the customer profile.

Unsuspending a loyalty account

To unsuspend a loyalty account:

• In Virtual Terminal (VT), search for the account being suspended.
  
  
  If found, the account appears in the search window under Results.
  
  
• Click Show Details on the far right of the account results to view the account detail and transaction history.
  
  
• Click Add/Edit. A prompt to confirm you want to reactivate the account appears.
  
  
• Click OK. A prompt to confirm the reactivation of the account appears.
  
• Click OK to close the popup window.