CashStar Customer Care Info FandangoNow Customer Care – Working Doc 8/2/17

Our Process Preparation Listening Empathy We provide extensive training for our customer care agents so that they are able to act like managers. We avoid customer frustration by limiting the number of people a customer has to speak with to resolve an issue. Our agents are trained and empowered to find solutions and make decisions to satisfy customer requests in the moment, with minimal supervisor input required. We also encourage our agents to provide constant feedback on areas we could improve upon and give them ownership of the process to let them build their own sense of success. Listening We continuously coach our agents to be active listeners, to let the customer speak and get their story out before trying to jump in to resolve an issue. We also remind our agents to remain calm and help direct the conversation to a positive refrain. Empathy We need to have empathy toward our customers, whatever the circumstance may be, because at that exact moment in time the issue the customer is contacting us about may be the most important thing to them and therefore it has to be the same for us.

Methods of Customer Care Contact As Tier 2 support, CashStar’s Customer Care team will provide secondary support to the FandangoNow Agents as well as fraud decisioning. Customer Care team is located in Portland, ME Non Scripted environment to represent brand and natural flow of conversation Phone – 844-871-0286 8:00 am until 8:00 pm ET, 7 days per week Email- fandangonowgiftcards@cashstar.com Answered within 24 hours Self Service- https://fandangonow.semi.cashstar.com/self_service Available on-line 24 hours

Customer Care Questions Questions that FandangoNow Can Answer through CashStar OIS Tool: eGC Resending, reissuing (new email address) eGC Changing message (if not sent yet) eGC Changing Send Date (if not sent yet) eGC Printing or viewing eGC Returning eGC Questions regarding billing/purchase of eGC Promotions Questions Balance Inquiries Plastic Resend Order Receipt Plastic Update Purchaser Email Address Plastic Track Orders Plastic Cancel Gift Card Other Common Questions for the Brand Redemption information Product information Location information Anything not specific to eGift Cards

CashStar Customer Care Escalation Contacts Dawn Difiore, ddifiore@cashstar.com Caitlin Oberg, coberg@cashstar.com ccescalations@cashstar.com CashStar Risk Escalation Contacts Steve Soloway, ssoloway@cashstar.com Eric Chapman, echapman@cashstar.com CashStar Director Contact Liam Somers Director- Customer Care and Risk Operations lsomers@cashstar.com office: 207-549-2251 mobile: 207-450-4342 CashStar Client Success Manager Kari Johnson kari@cashstar.com

FandangoNow Customer Care Contacts (to be completed) Customer Service Information:: Client Customer Service (CS) Contact: Client Customer Service of Operations: Client Customer Service Web Page: Client Customer Service Phone: Client Customer Service Email: Client Customer Service Chat URL: N/A Escalation Support Contact Info: Client Escalation Primary Contact Name: Client Escalation Primary Contact Title: Client Escalation Primary Contact Phone: Client Escalation Primary Contact Email: Client Escalation Secondary Contact Name: Client Escalation Secondary Contact Title: Client Escalation Secondary Contact Phone: Client Escalation Secondary Contact Email: