Christmas customer service hours
Please note that between the 27th December and 2nd January, National Book Tokens will be operating reduced customer service.
If you have a service issue please contact us as follows:
25th & 26th December, 1st January – closed
27th, 30th & 31st December – reduced service, please email firstname.lastname@example.org
28th & 29th December – urgent helpline queries only
2nd January – National Book Tokens Customer Services resume as normal
Retailer helpline number: 0844 912 0397
IMPORTANT CHANGE to password setting
Please note, to improve security our gift card web systems are changing and will soon require all users to change password every 90 days.
All passwords should be a mix of upper and lower case letters and numbers and a minimum of 8 characters (special characters are not a requirement).
If you have not recently changed your password, please change it NOW.
This applies to all users of any of the following National Book Tokens web services:
Please note, you only need to change the password on one web service and it will automatically be applied across all three. (This change does not apply to the National Book Tokens card ordering site).
Please see the guide for further help should you need it.
We advise you to change your password Mon-Thursday 9am – 4pm to ensure we can provide helpdesk support if needed.
If you have any problems changing your password please email us at email@example.com quoting your GLN and User ID.
High Five for Bookshops in association with Independent Bookshop Week
High Five for Bookshops is a national giveaway designed to reward the loyal customers of IBW-participating booksellers. It will see up to £225,000 of National Book Tokens being given to people visiting participating bookshops in the UK and Ireland this June.
In your Independent Bookshop Week POS kit, you’ll find 100 flyers, each printed with a unique code. This code allows the recipient to download and print a £5/€5 National Book Tokens eGift card – a free gift for 100 of your customers!
Below is some more information about the giveaway, which should hopefully answer any questions you might have. If not, please don't hesitate to get in touch with Book Tokens Customer Services at firstname.lastname@example.org or by calling 020 7421 4640.
High Five for Bookshops - some frequently asked questions
How does the giveaway benefit me?
Not only does the giveaway give you a lovely reward for your most loyal customers, helping you to promote and celebrate Independent Bookshop Week, it should also encourage customers to return to your shop after IBW has finished in order to spend their £5/€5 eGift card.
Who can I give the flyers to?
The £5/€5 eGift card is intended as a free gift for your customers. Children under the age of 16 won’t be able to claim, and only one £5/€5 eGift card will be available to claim per person, but other than that it’s totally up to you how you decide to reward your local customers.
Here are a few ideas to get you started. You could give flyers to…
… anyone attending an instore event
… the members of your book group
… customers signed up to your loyalty scheme
… the first 100 people in your shop during Independent Bookshop Week
… a hand-selected group of your favourite customers as you see them throughout the week
When can I start giving out the flyers?
The High Five for Bookshops campaign launches at the start of IBW, on 15th June, so we recommend you don’t give out any flyers until that date as customers will be unable to claim their free National Book Tokens before then.
Can I tell my customers about the giveaway on social media?
It’s up to you how you distribute the flyers, and you may wish to tell customers in order to encourage them to visit your shop and receive their free gift. To help you spread the word, you can upload your offers and events to Caboodle, and/or download some banners from the Bookshop Resources page of the Independent Bookshop Week site to use on your social media channels. As with any communication, make sure you include any relevant information, such as ‘limited to the first 100 customers only’, ‘terms and conditions apply’, etc. Equally, should you wish to give the gifts as a surprise, there’s no need to tell anyone!
How do customers get their free National Book Tokens after I’ve given them the flyers?
The instructions for downloading the free eGift card are printed on the flyers. When a customer receives a flyer from you, they just need to visit nationalbooktokens.com/highfive and enter their unique code – alternatively, they can scan the QR code which will take them straight to the page and enter their code for them. They then need to enter some details, including their email address and the name of the bookshop that gave them their flyer, in order to complete their claim. The free eGift cards will be emailed to customers within a week of claiming.
Is there any cost to me to participate in the High Five for Bookshops giveaway?
No – there’s no cost to you! It’s a completely free gift for your customers and the value of any redemptions you get will be credited at month end in the normal way. If you’ve got any more questions about the giveaway please don’t hesitate to get in touch with our customer service team through their usual channels.
What’s the incentive for me to participate?
Other than adding value to your Independent Bookshop Week celebrations, rewarding your loyal customers with a free gift and driving footfall back into your shop, National Book Tokens will also be awarding a bumper hamper of bubbly to the bookshop with the highest number of customers going on to claim their eGift cards.
Can I have more flyers?
Due to the high number of National Book Tokens being given away; unfortunately, we can’t issue more than 100 flyers per bookshop.
How is the giveaway being promoted?
Since it’s up to each individual bookshop how they distribute their flyers, there will be no general consumer promotion carried out by National Book Tokens or the BA. However, it will be shared with trade press in the run-up to Independent Bookshop Week, so there should be widespread trade PR – and downloadable assets are available from the IBW site for you to promote the giveaway however you choose. You can also upload any of your IBW events and offers to Caboodle, and these will be emailed to booklovers near your shop.
What should I do if a customer has a question about the giveaway that I can’t answer?
Customers can view the full terms and conditions for the High Five for Bookshops giveaway on the National Book Tokens website at nationalbooktokens.com/highfive from 15th June onwards, along with a link for getting in touch with National Book Tokens for any further queries. As a bookseller, you can also get in touch with National Book Tokens through the usual channels – by emailing email@example.com or by calling 020 7421 4640.
What about customers who don’t have email addresses?
Customers without an email address – or access to create one – can claim their free £5/€5 National Book Token by post. To do this, they should send their flyer to the following address, and include their full name and postal address, as well as the name of the bookshop who gave them the flyer:
High Five for Bookshops – claims
National Book Tokens
6 Bell Yard
There are separate terms and conditions for postal claims, which can be found online, and will be available for customers to view at nationalbooktokens.com/highfive from 15th June onwards.
I’m not sure how to process eGift cards
If you need help you can contact the National Book Tokens customer service team, who will be able to advise. However, it’s very easy to process eGift cards – just treat them in the same way that you would a physical gift card that can’t be swiped and enter the long card number manually. If you have a scanner, you can also scan the code on the eGift card.
Do I have to participate?
There’s no obligation to participate in the giveaway – however, we hope that it will add value to your Independent Bookshop Week celebrations, help you to promote the campaign, increase customer loyalty and drive footfall to your shop post-IBW, giving you lots of reasons to join in and give the free gifts to your customers.
VAT on vouchers
The regulations covering VAT for vouchers changed in January 2019. The Booksellers Association and Book Tokens have monitored the changes closely to ensure that wherever possible VAT recoverability for BA members selling vouchers (or gift cards) is maximised.
While we are unable to give specific VAT advice or confirm that you will definitely not be affected by the changes, we believe, based on the final guidance issued by the UK and Irish regulators, that any VAT related to National Book Token gift cards remains recoverable in the majority if not all cases, and our business model remains the same.
We would like to draw booksellers’ attention to specific guidance issued by the UK and Irish regulators.
Considerations when selling and redeeming own brand vouchers and gift cards
- If the voucher can be used on products with different VAT rates then it is likely to be a Multi-Purpose Voucher (MPV), if not it is likely to be a Single Purpose Voucher (SPV). The VAT treatment is different, for an SPV you need to account for VAT when the voucher is sold, whereas for an MPV you account for VAT when it is redeemed.
- When issuing and redeeming own brand MPVs, it is likely a retailer will be entitled to deduct related input tax because it is attributable to the goods or services supplied (provided they are taxable goods or services, and subject to the normal rules).
Considerations when selling and redeeming National Book Tokens
The sale by a bookseller of a National Book Token, represents the issue of the MPV the consideration for which is disregarded. However, the VAT incurred in doing this is an overhead cost of the retailer issuer because the purpose is to promote sales of its goods or services.
More information from the UK and Irish regulator scan be found at:
If you have any specific concerns or issues relating to this regulation, please contact us and we will try to assist if possible.
National Book Tokens eVouchers
The National Book Tokens eGift card / eVoucher launched in April 2018 and sales are now growing - hopefully your customers are already using them in your bookshop and you are finding them easy to handle.
An example eGift was emailed to all booksellers - it includes simple information about how to redeem.
If you have any questions about National Book Tokens eVouchers or would like us to resend you an example, please email firstname.lastname@example.org
In recent years eVouchers have become a significant part of the B2B voucher sector – with many employee benefits companies or rewards programmes now preferring them to gift cards. To ensure that National Book Tokens can continue to sell to employee rewards and benefits programmes, and in turn drive new customers into bookshops, offering eVouchers has become important.
Consumers are also turning to E.gift products when time is tight - for instance many are bought on Christmas or Boxing day. So they will allow us to continue to promote bookshops right up until after that importnat gifting occasion.
How do eVouchers work?
eVouchers are just like gift cards and can be redeemed in store using the same systems. However eVouchers do not have magnetic stripes so will either need to be barcode read or manually keyed into the system.
They are usually emailed directly to recipients or employees as part of their benefits or as a reward. Recipients tend to print them out and then present them in store – just like an e-ticket.
What will this mean to Bookshops?
We anticipate low volumes of National Book Tokens eVouchers for a number of years. In fact we forecast that most bookshops will initially redeem less than one a month.
We hope that booksellers will accept the very small inconvenience of occasionally having to key in numbers as it will allow us to continue to grow National Book Tokens and thereby to continue to support the book trade.
More information will be circulated over the coming weeks and we will keep all BA members informed about key dates.
National Book Tokens FSC board gift cards – NEW in 2018
As of summer 2018 the core range of National Book Tokens gift card designs will be printed on FSC-certified board instead of plastic. This step massively reduces National Book Tokens’ use of plastics.
FSC certification allows consumers to identify, purchase and use paper products produced from well-managed forests and/or recycled materials. National Book Tokens first tested using FSC-certified board in 2016 and have monitored print quality, durability and customer response to ensure that high product standards are maintained.
Please note, for environmental and efficiency reasons we intend to use all remaining stocks of plastic gift cards rather than destroy them, so it is likely that a few of the cards you order will still be plastic. It should take a few months for these cards to all be used. Please do not dispose of any plastic cards you already have in stock.
Plus, please note: All National Book Tokens gift cards are reloadable, so can be reused by card holders at any time and they now all have an 8 year expiry from last use.
Help customers find you
With the festive season over for another year, hundreds of thousands of booklovers around the country have National Book Tokens gift cards burning a hole in their pocket. Will they choose your shop to spend them?
To capitalise, make sure you:
- Update your bookshop page on the National Book Tokens bookshop search (with a photo, description) - edit this via Caboodle
- Order free point of sale - including new bookmarks, till and window stickers, and open & closed signs
- Add a National Book Tokens icon to your website, blog or email newsletter - download here (right click - save as)
Withdrawal of older gift card designs
We have now withdrawn from sale certain older National Book Token gift card designs. These can no longer be sold or topped-up, but can still be redeemed.