Absolutely not. Please don't try to play part time customer service rep or travel agent as this is when things fall apart for you, us and the customer. If you try to do this you will open a can of worms that you don't want open, you might as well as start a new division, The Redemption Center.
All jokes aside, anytime there is a middle man between us and the redeemer is one of the biggest issues we have when it comes to unnecessary customer service problems.
When you give a certificate to your customer you are done at that point with the transaction. If they happen to ask you questions about the certificates after that point, you should simply direct them to the website that is printed on their certificate and let them know there is an entire website page dedicated to their specific offer with all the details of how it works, how we are able to do this, terms, frequently asked questions, videos and basically the whole 9 yards.
Once they redeem their certificate they have access to our online support desk 24/7 right from their account on the redemption site. The great thing about the program is we handle all the fulfillment, customer service pertaining to redemptions and fulfillment. All you need to worry about is the sales and marketing and well take care of the rest! NO B.S. :)