⏱️ Estimated time: 3 minutes

👤 Role: Front Desk Staff, Reservations Team, Finance Admin

What you'll learn:

• How to fully or partially redeem a voucher using a direct code.

• How to locate an order and redeem a voucher if the physical code is missing.

• Where to find help if a voucher is accidentally redeemed.

When should I use this?:
Use this process whenever a guest wishes to settle all or part of their bill using a pre-purchased gift voucher on the Gifted platform. Accurately tracking these redemptions ensures your property's financial reporting remains precise and prevents the fraudulent reuse of vouchers.

Before you start:

• Ensure you have your Gifted platform login credentials ready.

• Obtain the customer's voucher code or the buyer's details (such as email or surname) if the code is unavailable.

Step-by-step:

Option A: You have the voucher code

1. Log in to your Gifted platform dashboard using your standard credentials.

2. Click Redeem a Voucher located on the main navigation panel.

3. Enter the voucher code in question into the search field to locate the specific voucher you wish to redeem.

4. Review the redemption page that appears. Make sure the amount entered to redeem is correct.

Key Logic: Many properties allow partial redemption. If a guest is only spending a fraction of the voucher's total value, ensure you alter the amount field so the remaining balance stays on the voucher for their next visit.

5. Add any relevant notes in the comments field for your internal property team to see (e.g., cross-referencing a property management system room number or invoice ID).

6. Click the Redeem Voucher button to finalise the transaction. The screen will update immediately to show that the voucher has been successfully redeemed, and you can safely navigate away from the page.

Option B: You do not have the voucher code

1. Navigate to your main dashboard if you do not have the physical voucher code on hand.

2. Click on the Find an Order button to open the advanced search engine.

3. Search for the transaction using one of the available parameters, such as the buyer's surname, email address, or purchase date.

4. Click Redeem Voucher next to the correct record.

Important Notice: If the order contains multiple vouchers, double-check the individual voucher values and descriptions to make sure you select the exact one the guest is presenting.

5. Proceed with the standard redemption steps by adjusting the amount, adding notes, and confirming the redemption.
   

Best practice:

• Always cross-reference the voucher's expiry date on the screen before processing the transaction to ensure it is still valid according to your property's policy.

• If you accidentally redeem a voucher or process the wrong amount, don't panic. The system allows you to unredeem a voucher in full (click here to view how to unredeem a voucher). If you need a hand fixing a redemption error, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.