Gifted | How to Unredeem or Partially Unredeem a Voucher

Gifted | How to Unredeem or Partially Unredeem a Voucher

⏱️ Estimated time: 4 minutes
👤 Role: Hotel Admins, Reservation Teams, Finance Teams

What you'll learn

  1. How to locate a redeemed voucher using either its unique code or order details.
  2. How to fully unredeem a voucher to restore its original full value.
  3. How to partially unredeem a voucher to restore a specific portion of its balance.
  4. How to audit voucher adjustments and verify updated balances.

When should I use this?

Use this guide when a voucher has been redeemed in error, either fully or partially, and needs its balance restored to the guest.

Key Logic: If a voucher was redeemed for the wrong amount or selected by mistake at check-in, unredeeming it returns the specified value back to the voucher so the guest can use it again. You can perform a full unredemption to reverse the entire transaction, or a partial unredemption to adjust only the erroneous portion while leaving valid redemptions intact.

Before you start

  1. Ensure your account has the Hotel Admin user role assigned. Unredeeming vouchers is restricted to users with this specific permission, which must be assigned by someone with Hotel User Manager access at your property.
  2. If no one at your property has both Hotel User Manager and Hotel Admin access, an on-site manager can contact the Journey Support Team via live chat on our support portal or at support@journey.travel.
  3. Confirm the voucher code, customer name, or order reference number.
  4. For partial corrections, check the original redemption amount and calculate the exact figure that needs to be returned to the voucher balance.

Step-by-step

1. Locate the redeemed voucher

  1. Log in to your Gifted account.
  2. Option A: Search by Voucher Code: Click Redeem a Voucher in the main platform menu, enter the voucher code into the search box, and click to open the redemption page.
  3.  
  4. Option B: Search by Order Details: If you do not have the voucher code, click Find an Order from the dashboard. Use the search filters (such as customer name, email address, or date range) to locate the order, then click Redeem Voucher next to the specific voucher.

  7. Important Notice: If an order contains multiple vouchers, double-check that you have selected the correct voucher code before proceeding to prevent altering the wrong guest's balance.

2. Perform a full unredemption

  1. Open the voucher's redemption page following the steps above.
  2. Click the red Unredeem button.

  4. Confirm the action when prompted by the system.
  5. Verify that the voucher status has updated back to unredeemed with its full balance available.

3. Perform a partial unredemption

  1. Select unredeem against the relevant option to restore only part of the redeemed amount.
  2. Important Notice: Only restore the amount that genuinely needs to be corrected. Partial unredemption directly alters the remaining available value on the voucher, so double-check your calculations before confirming.
  3. Confirm the partial unredemption to update the voucher balance.
  4. Refresh or re-open the voucher page to verify that the new remaining balance reflects the intended correction.

Best practice

  1. Use the Audit Trail: Always review the voucher's transaction history tab as your audit trail when explaining balance corrections to a guest or your internal finance team.
  2. Follow Internal Approval Rules: Ensure you adhere to your property's internal financial approval procedures before confirming voucher adjustments.
  3. Avoid Repeated Adjustments: If the restored balance does not match what you expected after saving, do not attempt repeated manual adjustments. Review the transaction history first to identify the discrepancy.
  4. Reach Out for Support: If the partial unredemption option is unavailable or a transaction requires further technical investigation, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.