Love2shop

Love2shop Gift Card Platform

Love2shop provide a SelfServe platform available over the internet, hosted remotely, which provides access to a variety of gift card products including physical gift cards, digital e-gift cards and Mastercard products which can be accessed and purchased via API integration or through direct access to the Love2shop platform.

Features

• E-commerce ordering platform
• API integration - real-time issuing of e-gift card
• Ordering of physical and digital gift cards and codes
• Delivery of recognition awards
• Remote access
• Self Service management of account

Benefits

• Access to multiple reward and gifting products
• Redemption at multiple high street and online retailers
• Recognition and engagement platforms available
• Access everything from gift cards to prepaid mastercard
• Ideal for HR rewards and incentives
• Ideal for rewarding external recipients
• Funds disbursement including emergency and cost of living

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bids@love2shop.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

256737891062421

Contact

Sarah Brown
0330 333 1201
bids@love2shop.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: There will be planned maintenance arrangements that would be communicated to clients.
• System requirements: None

User support

• Email or online ticketing support: Yes
• Support response times: Within 24/48 hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: The Client Services department is the frontline support function for Love2shop Business. The department provides day-to-day, routine support for corporate clients putting them and their interests at the heart of all they do ensuring quality, timeliness and an excellent client experience whilst fully recognising the importance of meaningful relationships. In addition to Client Services providing services to its corporate clients they also provide support to the Account Management Team.; ; Client Services provide services such as bulk ordering, fulfilment processing, telephone support, online chat assistance, and client aftercare services. The team also work closely with Love2shop Business Account Management team, Finance, and the Client Engagement Team providing daily business support in all aspects of their business needs.; ; Client Services regularly review, identify and seek to improve processes, procedures and client touchpoints. The team also take appropriate action where complaints are received and/or errors found and ensure these are promptly resolved and reconciled. The team focus on continuous improvement activity with the customer at the heart of all thinking.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The clients will need to set up and account with Love2shop in order to purchase products. Accounts can be set up either via a link or account opening form provided by Love2shop. Once the account is open, the client will have access to our SelfServe area where they will be able to view, order and purchase all products. All documentation will be provided to the client.
• Service documentation: No
• End-of-contract data extraction: Love2shop provide a unique extract for the specific client as agreed in contract
• End-of-contract process: System access is revoked and customers can no longer buy through the framework.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Both accessed via web browser
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The Love2shop API delivers both the physical and digital Love2shop gift cards. Digital e-gift cards are able to be delivered in real-time to the customer whilst the physical gift card will be fulfilled to the customer as requested.; The API also enables any of the Love2shop products to be topped up in value.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Gift cards and platforms can be branded to the client and retailers

Scaling

• Independence of resources: Through network layer load balancing. In addition, our API layer has the ability to throttle traffic providing further resilience of service

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: We can provide exports of the data
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our SelfServe platform is available 24/7 for clients to place orders for any of our products as and when required.; Our SLA's include:; - Answer calls within 15 seconds; - Be available to answer calls 95% of the time; - To only put clients on hold for a maximum of 1 minute; ; With regards to our API integration, we are targeting 99.99% up-time (aside from any scheduled down time).; Clients will receive a response in 30 seconds or the request will be timed out
• Approach to resilience: High availability servers with load balanced capabilities
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Role based access control
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Overarching information security policy supported by a number of policies under the ISMS- and are audited externally annually
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to systems undergo a number of controls to maintain stability and security.; -All changes are developed following a formal secure development framework aligned with OWASP principles. This includes peer reviews and management control signoffs to ensure adherence with standards; -Where appropriate changes are automatically scanned by 3rd party tools for security vulnerabilities and hotspots; -There is a formal testing and QA process, covering functional and non-functional elements of changes.; -Following ITIL guidelines, changes require CAB approval prior to implementation to production. This approval is recorded within out ITSM tool.; -Security Operations proactively scans all application sets for new/emerging threats
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability scanning tools include InsightVM, Nessus, AppCheck and Invicti. Notifications are received from these plus other vendors about new threats which are analysed. Patches are deployed based on their criticality or as part of regular patching depending which is sooner.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Alerts are raised within Sentinel where they are analysed by 24x7x365 operations. Response would depend on incident but measures taken could include taking machine and applications offline whilst investigating entry and any potential lateral movement.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management processes revolve around detection, containment, investigation, remediation and recovery. Users can report incidents by phone or email. Incident reports provided to relevant parties.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Our platform with access to our products is free of charge, however customers will pay for any products ordered via the SelfServe platform or via API.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CFA
• ISO/IEC 27001 accreditation date: Thursday 5 December 2013
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Foregenix
• PCI DSS accreditation date: Friday 7 February 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 90969ad5-7d98-48a3-a811-094726cc4644
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bids@love2shop.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.