U.S. - Health of the Business

JOANNA to work on summary/outline - include sales overview/impact, trends/insights, etc.

U.S. - Program Overview

Web Overview

  • Consumers and B2B customers come to RPG's Shell Gift Card website to purchase physical and digital gift cards.
  • Currently digital purchasing for consumers links to Shift4 hosted website.
  • RPG has implemented additional, more robust rules to mitigate fraud, both from the purchasing aspect as well as from a Check Balance perspective. 
  • This includes requiring creating an account and logging in before doing either.
  • When a visitor violates specific rules, RPG implements specific actions accordingly. 

Digital Overview

  • Q3 2026, RPG will be moving consumer digital purchasing from Shift4's hosted website to RPG SGC hosted website.
  • This will provide more visibility into visitors and purchaser information to ensure maximum fraud protection and customer support services.
  • Shell Gift Card website process flow

Fulfillment Overview

  • JACKIE to provide Fulfillment outline

Customer Service Overview

  • JACKIE to outline Customer Service Overview
  • PREVIOUS BELOW
  • Establish customer service team to support 24/7 customer care support.
  • Establish and implement new scripting.
  • System set up including IVR, CRM set up and licensing, Shift4 access set up, enhanced ticketing system.
  • Multi-level escalation process development.
  • Customer Service documentation of new processes and program requirements.
  • Customer Service team training of new processes. Implementation of Level II customer support. Training of new CS systems, including internal historical data portal. 
  • Report Development – enhance current CS customer reporting.
  • IVR modifications.

Card Production Overview

  • NEIL to provide Card Production Overview
  • Maybe list out production runs (quantities) and outline types of cards in each channel
  • Anything else specific to US Card production

AAP (BHN & InComm)

Dealers/Wholesalers

B2B

B2B, Consumer & Scrip

As of 12/01

Channel Support Quantity Target Delivery Distribution
Dealer Holiday 1,350,000 11/14/25 11/17/25

Hold due to Circle K Redemption Issue 

Channel Support Quantity Target Delivery Distribution
B2B 1,255,140 12/10 - 12/17
B2B Custom 478,190 12/31 Immediate
Dealer Standard 3,219,000 1/23/25 Immediate Push
AAP - BHN 4,910,480 05/26
AAP - InComm 3,256,130 05/26

Total: 14,468,940

Reconciliation & Settlement Reporting Overview

  • NEIL to provide Reporting overview
  • Maybe outline pending shift4 reporting we are still waiting for or that is still incorrect.

Canada - Health of the Business

JOANNA to work on summary/outline - include sales overview/impact, trends/insights, etc.

Canada - Program Overview

Transition Overview

  • JULIE to outline transition overview - current state, issues, including digital launch plans
  • Dealers activation New secure package, as of 11/25.
  • Initial card run of Shift4 (for Dealers) do not have CVD data.

Spring 2026 Launch Plans

  • Blackhawk & Incomm 
  • RPG B2B
  • Consumer

Web Overview

  • Consumers come to RPG's Shell Gift Card website to purchase physical gift cards.
  • Consumer digital purchasing is scheduled to be launched on the website October 2026.
  • RPG is implementing additional, more robust rules to mitigate fraud, both from the purchasing aspect as well as from a Check Balance perspective. 
  • This includes requiring creating an account and logging in before doing either.
  • When a visitor violates specific rules, RPG implements specific actions accordingly. 

Digital Launch

  • Consumer digital purchasing is scheduled to be launched on RPG's Shell Gift Card website in October 2026.
  • The added security measures will provide more visibility into visitors and purchaser information to ensure maximum fraud protection and customer support services.

LAUREN - WE NEED TO MOCK UP OF CANADA HOMEPAGE PROMOTING DIGITAL

LAUREN - ADD PROMOTIONAL LAUNCH TO B2B + SCHEDULE

  • Q3 2026, RPG will be launching B2B purchasing portal for vetted/approved customers.
  • Phase II will include providing B2B customers with access Reloadable Admin Tool to manage recipient reloads of physical gift cards.

New B2B Purchasing Portal

Shell Gift Card website process flow | Click Here

Fulfillment Overview

  • JACKIE to provide Fulfillment outline

Customer Service Overview

  • JACKIE to outline Customer Service Overview
  • previous below
  • Establish customer service team to support 24/7 customer care support.
  • Establish and implement new scripting.
  • System set up including IVR, CRM set up and licensing, Shift4 access set up, enhanced ticketing system.
  • Multi-level escalation process development.
  • Customer Service documentation of new processes and program requirements.
  • Customer Service team training of new processes. Implementation of Level II customer support. Training of new CS systems, including internal historical data portal. 
  • Report Development – enhance current CS customer reporting.
  • IVR modifications.

Card Production Overview

  • JOANNA to provide Card Production Overview
  • Maybe list out production runs (quantities) and outline types of cards in each channel
  • Anything else specific to US Card production

B2B, Consumer & Scrip

Dealers/Wholesalers

AAP - BHN

AAP - InComm

Card Production as of 12/1

Moving forward with NO CVD - 11/26

Channel Support Quantity Target Delivery Distribution
B2B 265,000 2/1/26 Immediate
Standard Dealer 450,000 2/1/26 Immediate

Holding InComm per Shell Approval

Channel Support Quantity Target Delivery Distribution
AAP - InComm 235,700 Q2 2026 TBD

Working with BHN on Quantities and Timing

Channel Support Quantity Target Delivery Distribution
AAP - BHN TBD Q2 2026 TBD

Total: 950,700

Reconciliation & Settlement Reporting Overview

  • NEIL to provide Reporting overview
  • Maybe outline pending shift4 reporting we are still waiting for or that is still incorrect.