Gifted Platform - Cancelling Single Vouchers in Multi-Voucher Orders

Gifted Platform - Cancelling Single Vouchers in Multi-Voucher Orders

⏱️ Estimated time: 5 minutes

👤 Role: Reception Staff, Reservation Teams, Finance Teams, Platform Administrators

What you'll learn

  1. How to cancel a single voucher from a multi-voucher order without affecting the active vouchers.
  2. How to issue a partial refund through the platform.
  3. How to finalise communication with the customer once the cancellation is complete.

When should I use this?

Use this guide when a customer has purchased multiple vouchers in a single transaction but later requests to cancel and refund only one of them.

Key Logic: The platform's standard cancel button voids the entire order, and provides a full refund. To cancel just one voucher from a group, you must manually expire that specific voucher first, then issue a manual partial refund for its value.

Before you start

  1. Ensure you have active login credentials for the Gifted portal, and the refund user permission.
  2. Locate the customer's order reference number and identify the specific voucher code that needs to be cancelled.
  3. Confirm the exact price of the individual voucher to calculate the correct partial refund amount.

Step-by-step

1. Expire the single voucher

Because you cannot use the bulk cancellation tool for a single item in a multi-voucher order, you must manually void the unwanted voucher.
  1. Log in to the Gifted portal and locate the customer's order.
  2. Click on the specific voucher that the customer wishes to cancel to open its individual settings.
  3. Change the expiry date of this voucher to a past date (e.g., yesterday). This immediately renders the voucher unusable for the guest. Gifted | Change a voucher's start date or Expiry Date
  4. If the voucher start date is set in the future, adjust the start date to a past date as well to make the cancellation history clear.
  5. Click Save to lock in the changes.

2. Process the partial refund

Once the individual voucher has been expired, return the funds for that single item to the customer.
  1. Within the same order screen, navigate to the Payment tab.
  2. Scroll to the refund section on the right-hand side of the page.
  3. Type in the exact price of the cancelled voucher in the refund field to issue a partial refund. Gifted | How to process a refund
  4. Enter a clear reason for the transaction (e.g., "Partial cancellation - refunded 1 of 3 vouchers") and click Process Refund.
Alert
Important Notice: Always process partial refunds through the Gifted platform. Do not attempt to process this directly inside Stripe, as doing so will cause your platform reporting and voucher statuses to get out of sync.

3. Communicate with the customer

Confirm the details with the guest to ensure a smooth service experience.
  1. Send a confirmation email to the guest letting them know the specific voucher has been cancelled and their partial refund has been processed.
  2. Remind the guest that the remaining vouchers in their original order are still fully active and ready to use.
  3. Invite the guest to share any feedback on their experience, and let them know they can reach back out if they require any further assistance.

Best practice

  1. Verify the Voucher Code: Always double-check the unique voucher code on the physical card or PDF before changing its expiry date, ensuring you do not accidentally expire the active vouchers the guest wants to keep.
  2. Log Clear Audit Trails: Always write a detailed explanation in the refund reason box. This helps your finance team easily reconcile why a transaction was partially refunded when they run their monthly accounts.
  3. Reach Out for Support: If you are unsure of the refund math or need help adjusting a voucher's parameters, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.

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