⏱️ Estimated time: 3 minutes
👤 Role: Receptionist, Front Desk Staff, EMS Administrator
What you'll learn
How to redeem a guest's pre-purchased course items against an active booking.
How to identify and resolve course redemption mismatches during check-out.
How to use both Auto-Redeem and Manual Redemption options in EPOS.
How to view updated course balances and redemption history.
When should I use this?
Use this guide when a guest who holds an active course visits to redeem one of their included sessions or experiences. Key Logic: EMS requires an exact match between the booked experience and the specific items defined within the guest's purchased course bundle; matching these elements ensures accurate inventory tracking and automated balance deduction.
Before you start
Confirm that the guest has an active course package with remaining session balances listed under the Wallet tab of their profile.
Ensure the experience being redeemed is set up in Settings > Courses as part of the guest's specific course package.
Ensure you have access to both EMS and EPOS check-out functions.
Ensure the guest is booked in for the exact experience that is included within their course package. You can double-check this by comparing the service named on their appointment against the course items assigned in Settings > Courses.
Important Notice: If you attempt to check out a guest and the Course Redemption option is missing or greyed out, this is almost always caused by a mismatch between the experience booked on the schedule and the specific experience defined within the course package.
Ensure the guest has been marked as checked in on the day of their appointment prior to beginning the settlement process.
View the guest's booking from the schedule or daily list and click Check Out.
When the EPOS screen loads, choose Course Redemption as the payment method.
If Course Redemption is unavailable, double-check Step 1 to verify that the booked service matches the course entitlement exactly.
Once in the redemptionscreen, select your preferred allocation method:
Option A (Auto-Redeem): Click Auto-Redeem Course Items to let the system automatically select and apply the matching course item to the bill.
Option B (Manual Redeem): Switch to Manually Redeem and select the specific course item manually from the listed balance.
Once the course redemption has been allocated to the bill as the payment method, click Complete Bill to finalise the transaction.
Navigate to the guest's profile and select the Wallet tab. Under the Courses section, verify that the remaining course balance has reduced by 1. Click on the Course Name at any time to open the side panel and view the updated redemption history.
Best Practice
Verify Booking Names: Always check that staff book the specific experience variant tied to the course package to prevent check-out delays at the desk.
Review History for Queries: If a guest questions their remaining session balance, click into their course name on the Wallet tab to walk them through their historical redemption dates and times.
If you need a hand, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.