What you'll learn

1. How to navigate and understand core terminology used throughout the Gifted platform.
   
2. How key platform concepts affect your daily operations, financial reporting, and security settings.
   

When should I use this?

1. Use this glossary guide during your onboarding process, when training new team members, or whenever you encounter unfamiliar terminology while managing your Gifted platform.
   
2. Understanding these terms ensures consistent communication across your property and helps you make informed decisions regarding configuration changes, user management, and financial reporting.
   

Before you start

1. Ensure you have active login credentials for your Gifted platform.
   
2. Familiarise yourself with the basic layout of your administration portal.
   

Step-by-step

Financial and reporting terminology

1. Dashboard: The Dashboard serves as your homepage within Gifted, displaying key statistics and information widgets. Access to the Dashboard is limited to hotel staff members who have the appropriate permissions.
   
2. Breakage: Breakage refers to vouchers that were never redeemed by your guests or customers before they expired. In essence, it is considered profit. You can view your breakage total on the dashboard - this figure will correspond to the time period you have selected.
   
3. Dispute: A dispute is an official claim raised by a cardholder with their bank, usually when they do not recognise a transaction—such as a gift voucher purchase—and suspect it may be fraudulent. This process involves Stripe, our payment gateway.

1. Important Notice: If a dispute is raised, our support team will contact your property with the relevant details and next steps to resolve the issue.
   

Voucher types and delivery format

1. E-voucher: An e-voucher is a digital voucher sent to your customers via email. It arrives as a PDF attachment (or as a link for LDVs) in an email sent to the delivery address provided by the purchaser at checkout.
2. Luxury Digital Vouchers (LDV): Premium, animated gift vouchers that can be personalised and scheduled for future delivery. LDVs offer a unique gifting experience.
3. Overprint: Overprint refers to the text printed directly on your physical vouchers. We create the overprint and adjust the margins to fit your voucher size. This text includes important details such as the voucher code, validity period, and any personalised messages.
   

Platform operations and customisation tools

1. Announcements: Announcements let you create pop-ups or banners on your Gifted platform to share important messages with your guests. For example, you can use them to inform customers about postal delays due to weather or upcoming maintenance.
2. Re-order Vouchers: This feature lets you change the order in which vouchers appear on your main homepage. Simply click the Re-order Vouchers button and drag the vouchers up or down to rearrange them. This helps you promote specific experiences more prominently.
   

Important Notice: Please note, this feature does not refer to customers purchasing vouchers again.

1. Tag: A tag is a custom label you can create to help organise and categorise the products on your site. Guests can use these tags to easily find gifts or items that match their interests. For example, you might use tags like “Gifts for Him” or “Under £100” to make browsing more intuitive for your customers.
   

Fulfilment pathways

1. Option A: In-House Fulfilment: You handle the fulfilment process yourself by managing stock and posting physical orders directly from your hotel.
2. Option B: Gifted Fulfilment: Gifted manages the packaging and postal fulfilment entirely on your behalf.
   

Important Notice: Offering postal delivery to your guests is completely optional. If you choose to provide this option, you must explicitly decide whether to manage the fulfilment in-house or let Gifted take care of it for you.

Security and access control terms

1. Permissions: Permissions determine what actions a user can perform on the Gifted site. For example, only users with the correct permissions can issue refunds or extend voucher validity periods.
   
2. Redemption Delay: Redemption Delay is a security feature that creates a waiting period between when an order is placed and when it can be redeemed. This pause helps prevent fraudulent use, stopping someone from making a fraudulent purchase and immediately redeeming it at your property. We highly recommend using this feature to protect your business from potential financial loss.
3. Voucher Limit: This feature restricts the number of vouchers a guest can purchase in a single transaction to prevent bulk fraudulent activity.
   

Best practice

1. Audit Permissions Regularly: Ensure that platform Permissions are reviewed quarterly so that only qualified staff members can issue refunds or modify sensitive configurations like the Redemption Delay.
2. Leverage Tags Generously: Keep your voucher store seasonal and organised by updating your Tags ahead of major holidays (e.g., Valentine's Day, Christmas) to improve user navigation.
3. Monitor the Dashboard: Check your Dashboard frequently to cross-reference your Breakage revenue with your accounting team's monthly financial logs.