⏱ Estimated time: 5 minutes

👤 Role: Front Desk Staff, Customer Service Representative, Duty Manager

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What you'll learn:

• How to locate a voucher with or without a code.

• How to interpret "Fully Redeemed" vs "Partially Redeemed" statuses.

• How to differentiate between automated system data and manual internal comments.

• The correct process for executing a redemption.

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When should I use this?

Use this process when you need to redeem a gift voucher or when you need to investigate a voucher's remaining balance.

Key Logic: It is vital to distinguish between the Redemption Status and Internal Comments. Manual notes (found in the blue box) are for internal reference only and do not technically affect the voucher's balance within the system logic.

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Before you start:

• Ensure you have the Voucher Code or the Order Details (Name, Email, or Order Reference).

• Log in to the Ecommerce dashboard with access to the Gifted platform module.

Step-by-step:

1. Locate the Voucher

There are two ways to find a voucher depending on the information you have available:

• Option A (Have Code): Click Redeem a Voucher on your dashboard and enter the specific voucher code.
  
  
  
  

• Option B (No Code): Click Find an Order on the dashboard. Search using parameters like Name or Email, then click Redeem Voucher next to the correct item to reach the redemption page.

2. Verify Current Redemption Status

Before taking action, check the existing status at the top of the page:

• Fully Redeemed: The title will explicitly state "Fully redeemed by [User]". This means the value is £0.
  

• Partially Redeemed: The interface will show the specific amount already redeemed and by whom.
  

Important Notice: Comments in the blue box are manual entries. If a comment suggests a balance remains but the title says Fully Redeemed, the voucher is exhausted. The note is likely a manual error.

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3. Enter Redemption Details

If the voucher has a remaining balance, ensure the Value to Redeem field has the correct value.

• Full Redemption: Enter the total remaining value.

• Partial Redemption: Enter only the amount being spent during this transaction.

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4. Add Internal Notes

In the provided field when redeeming (in full or partial), add any relevant notes for your property (e.g., "Used for Afternoon Tea"). This helps maintain an audit trail for other staff members.

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5. Finalise Redemption

Click the Redeem Voucher button. The screen will update to confirm the transaction is successful. You can now safely navigate away from the page.

Best practice:

• Check the Title First: Always look for the "Fully redeemed by" text in the title before serving the customer to avoid honouring expired credit.

• Clarify Blue Boxes: Remind team members that the blue comment box is not an automated balance calculator; it is for context only.

• Search Flexibility: If a code doesn't work, try searching by the purchaser's email address via Find an Order to ensure the voucher hasn't been reissued under a new code.