Gifted | Managing Voucher Fulfilment

Gifted | Managing Voucher Fulfilment

⏱️ Estimated time: 4 minutes
👤 Role: Reception Staff, Finance Teams

What you'll learn

  1. How postal delivery fees are structured and split between your property and Gifted.
  2. How to manage and adjust your property's custom Base Cost revenue.
  3. What delivery windows and dispatch deadlines to quote to guests purchasing physical vouchers.

When should I use this?

Use this guide when handling customer service queries about missing or delayed physical vouchers, or when your internal accounting team needs to break down the postage revenue returned to your property versus the fees retained by the platform.

Before you start

  1. Confirm whether your property uses Gifted's managed fulfilment service or if you manage physical posting in-house.
  2. Keep your current Royal Mail guidance or internal postal dispatch logs on hand if reviewing a specific order.

How Much Does the Customer Pay, and Does the Property Receive Any of This?

Customers can choose between Royal Mail Tracked 24, Royal Mail Tracked 48, and Royal Mail Special Delivery, with each option carrying a different postage cost. In addition to the delivery charge, the total amount paid also includes a fulfilment fee and a voucher fee.

For simplicity, these charges are combined and displayed to the customer as a single postage cost, without a detailed breakdown. The delivery charge covers the cost of dispatch, while the fulfilment and voucher fees are retained by Gifted.

Base Cost

The Base Cost is an additional fee paid by the customer as part of the overall postage charge. This is the only portion of the fee that is returned directly to your property.

You have full control over the Base Cost amount and can request changes at any time. Our team will be happy to update this on your behalf, if you reach out to support@journey.travel

How Long Does Delivery Take?

Delivery times depend on the postage option selected by the customer.

Royal Mail Tracked 24

Royal Mail Tracked 24 aims to deliver items within 1–2 working days from dispatch. While this is not a guaranteed service, it is designed to offer a faster delivery option and includes end-to-end tracking, allowing customers to monitor the progress of their order.

Royal Mail Tracked 48

Royal Mail Tracked 48 aims to deliver items within 2–3 working days from dispatch. This service also includes full tracking and provides a cost-effective delivery option for customers who do not require urgent delivery.

Special Delivery

Special Delivery provides guaranteed next-working-day delivery. If a customer requires their voucher by a specific date, we strongly recommend selecting this option and placing their order before 1:00 PM.

Please note that orders placed after 1:00 PM on a Friday will be dispatched on the following Monday.

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