Search for a voucher

On the home page:

1. Enter ONE piece of data in the search boxes

2. Click search
3. The Sales page delivers all vouchers matching the criteria entered
4. Click on the required voucher from the list. This opens the Voucher detail page.
   
   

Redeem a voucher

1. Search for the voucher on the home page
2. If the 16-character code is used, click Redeem
3. Even if the voucher is invalid (expired or cancelled), as an Administrator you can redeem the voucher anyway.
4. Alternatively – open the Voucher detail by clicking on the relevant voucher
5. Click the green Redeem button

The status of the voucher is changed from Dispatched to Redeemed. Once a voucher has been redeemed, the voucher is marked as invalid and the code cannot be used a second time.

Re-send a voucher

By email

An email voucher may occasionally not reach the recipient’s inbox. The voucher may be in spam, or if a spam filter is set to a high level, the voucher may be blocked before delivery.

1. Check that the customer received an order confirmation
2. If yes, search for the voucher on the Home page using the Order ID search box
3. If no, search under their name, or recipient’s name
4. If the voucher cannot be located, please contact [email protected] and we will assist. (The transaction may not have completed.)
5. Once the voucher has been found, click on the relevant row to access Voucher detail
6. Check that the email address is correct. To amend an error in the email or use a different email address: Click on the edit icon next to Delivery email, make the changes, add a reason and click Save.
7. Click Re-send email button
8. Alternatively, if the voucher continues to be blocked by a firewall, download it by clicking Download PDF and re-send the voucher as an attachment from your business email.

By post

If a purchaser or recipient did not receive a postal voucher, locate the voucher and check the address entered on the Voucher details page. If it is correct, and the voucher did not arrive, please contact us stating the voucher ID or the order ID and we will send another copy. Please note that first class post can take more than one day to arrive. Vouchers ordered before 2 pm are sent out on the same day as the order was placed (Monday-Friday). Vouchers ordered after 2 pm are sent out on the next business day. The date and time of order is listed on the Sales page. Gift vouchers ordered after 2 pm on Friday are sent out on the following Monday.

If there is an error in the address and the voucher status is Paid, please amend the address. If the voucher status is Dispatched, please contact us at
[email protected] with the correct information and we will re-send the voucher.

Re-send order confirmation

Buyers receive an order confirmation email on purchasing a gift voucher. The order confirmation can be re-sent by clicking the re-send button at the bottom of the Voucher details page. Note that this is not a VAT invoice. VAT invoices must be sent out by the business issuing the gift voucher. Please contact your accounts department to send out a VAT invoice.

Amend a voucher

The recipient’s name and message can be changed if an error was made during the purchase.

1. Search for the voucher
2. Click on the relevant row in the Sales page
3. All the voucher details are displayed
4. Click on the edit icon next to the Recipient’s name and message. Edit as required. Add a reason for the change.
5. Click Save
6. Click the blue Re-send voucher button

Extend a voucher

The voucher validity is set when the gift is created. Individual vouchers can be extended if this is in line with your company policy. Please contact us if you want to extend all, or a large subgroup of vouchers issued.

1. Search for the voucher
2. Click on the relevant row on the sales page
3. All the voucher details are displayed
4. Click the edit icon next to the Expiry date
5. Add the date required
6. Add a reason
7. Click the Save button
8. Click the blue Re-send email button
9. Or click Download PDF button and attach the voucher to an email from your business email address.

Refund a voucher

As per UK Online and Distance Selling Laws, customers are entitled to request a refund up to 14 days after the date of receiving the voucher. Some exclusions may apply. Please check current regulations if in doubt. After this time, it is at your company’s discretion as to whether to issue a refund. Refunds can only be made to the purchaser, not to the recipient of the gift. The refund is made to the card used for the purchase. Please note that refunds are not issued by One Tree. These are made by your business via the Internet Payment Gateway used to process online sales. This may be Stripe, PayPal or Trust Payments and was linked to One Tree when the system was first set up.

To make a refund, log into the Internet Payment Gateway, locate the transaction and follow the instructions to refund the payment.

If the payment gateway is Stripe, log in and then the transaction is on the payments link. The refund button can be found by clicking on the three dots at the end of the relevant line of data. Partial repayments can be made if you wish to charge a cancellation fee.

Inform the customer by email that the transaction has been cancelled and let them know that the voucher code cannot now be used and they should destroy the voucher. Payments may take some days to appear in the purchaser’s bank account.

Note: When a refund is made, the status of the voucher must also be changed to Cancelled in One Tree.

Cancel a voucher

A voucher may be cancelled if an error was made during issue or if a refund was given. If a voucher has been refunded, it must also be cancelled in One Tree to prevent the code being used.

1. Search for the voucher
2. Click the line showing the relevant voucher
3. Open the Voucher details
4. Click the edit icon next to Voucher Status
5. Change the status to Cancelled
6. If a voucher is cancelled and replaced with a new voucher of the same value, quote the new 6-digit Voucher ID in the Reason for change box.

Cancelling a voucher does not refund the payment to the customer. To reimburse the purchaser see Refunds above.

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