Sell and redeem a voucher

This guide walks you through the full life of a gift voucher: selling vouchers online, producing printed cards, issuing a single voucher, following it through to redemption, and using vouchers and wallet credit as goodwill when a client's complaint needs a remedy. A voucher is a code with a value that a customer spends on bookings on your booking site. From the dashboard you issue vouchers, track their remaining value and correct their status; the redemption itself happens on the booking site.

Before you start

• The Vouchers module is switched on for your organisation (Configurations > Organisation, Modules tab; it needs the Payments module). The page is Finance > Vouchers.
• To see the voucher list you need View for Clients under User rights; to issue vouchers or change their status you need Manage for Clients (see Users). Without it the Add, Produce vouchers and Status buttons are hidden. All of them also need an online connection.
• For printable voucher cards, upload a Voucher card document under Configurations > Templates, Messages tab (see Document template). A voucher's card is made when the voucher is created; a voucher created while no template existed has no card.
• Voucher validity (days) under the Vouchers module (see Organisation) sets how long new vouchers stay valid, 365 days unless changed. A change applies to vouchers created afterwards; existing vouchers keep their dates.

How a voucher comes into existence

Source	Client (owner)	Value	Starting status	Card
Bought online through a voucher product	The buyer	What the buyer paid for it	Redeemable	Attached to the order confirmation email; downloadable in the buyer's profile
Produce vouchers (a batch)	None	The value you enter	Your choice	Download per voucher
Add (a single New voucher)	Optional, your choice	The value you enter	Your choice	Download
Refund as voucher when cancelling a booking	The client	The refunded amount	Redeemable	Download

Whoever has the code can spend it — the owner is not checked at redemption. The list's Client column shows the owner, Used by who spent it.

Sell vouchers online

Create a product with the category Vouchers and set it online (see Create a product); a fixed price sells a fixed value, a flexible amount lets the buyer choose. Customers buy it on your booking site like any other product. When the payment is captured, go flow creates one voucher per unit bought: the buyer is its client, its value is what the buyer paid for it after any discount, it is Redeemable at once and stays valid for your Voucher validity (days) from the purchase. The confirmation email carries the voucher card as a PDF when a Voucher card template exists, and the voucher appears under Vouchers in the buyer's profile on the booking site.

go flow has no counter sale: the dashboard cannot take money for a voucher. To sell vouchers at the desk, produce printed cards as Available for sale and release each card when you sell it — see Bulk-produce vouchers.

Open Vouchers

Open the Vouchers page from Finance > Vouchers. It lists the vouchers you have issued and sold, with their original value, remaining value, validity and status.

Issue a single voucher

Click Add (the + icon) to open the New voucher dialog. Give the voucher a Name and, if it is meant for a particular client, choose them under Client — the voucher then appears in that client's profile on the booking site. Enter the Original value and choose the Status: Available for sale, Redeemable, Redeemed or Blocked, preselected to Redeemable. The Voucher code is generated automatically and cannot be edited — it is the code the client enters when redeeming. You can also add tags; the dialog's Notes field is stored but never shown again, so put anything colleagues need to know on the related order or payment.

Set validity and save

Set the Valid from and Valid to dates. They start at today and today plus your organisation's Voucher validity (days); you can change both for this voucher. The code is refused before Valid from and stops working at the start of the Valid to day, so choose the day after the last day the voucher should be usable. Click Save to issue it.

Check the result: the dialog closes once the voucher is saved, and the new row shows Remaining value equal to Original value — the voucher is issued with its full value. If the save fails, the dialog stays open and shows "The voucher could not be saved. Please try again."; click Save again.

Produce a batch at once

When you need many vouchers — for a seasonal campaign or a printed gift-card run — click Produce vouchers to open the Produce vouchers dialog instead of creating them one by one. Enter the # count of vouchers and a Name for the batch, then set the shared Original value, Status and Valid from / Valid to dates. Each voucher still receives its own unique code. Printing, counter sales and the limits of a batch are covered in Bulk-produce vouchers.

How customers redeem a voucher

On the booking site, in the cart of a session booking, the customer enters the code under Voucher code and clicks Apply voucher. Signed-in customers also see their own unspent vouchers offered there for one tap. Several codes can be combined. The vouchers pay as much of the booking as their remaining value allows, then wallet credit can be applied, and the rest is paid online. The cart shows the voucher's remaining balance; what is left stays on the voucher for next time, and a fully spent voucher turns Redeemed by itself.

A code is accepted only while the voucher is Redeemable, has remaining value and is within its validity. Every refusal — unknown, expired, not yet valid, blocked, not yet released, spent — shows the customer the same message, "Invalid voucher code".

• The voucher field is offered only in a cart that holds at least one session or appointment; a cart with products only has none. Once applied, a voucher pays for the whole cart, products included — a gift voucher or a wallet top-up in the same cart is paid from it too. To turn voucher value into wallet credit, customers use Transfer in their profile (next point).
• In their profile under Vouchers, customers see the vouchers they own with the remaining value and Valid until, can download the card (a voucher without a card has no download button), and can Transfer the remaining value of selected vouchers into their wallet. Transfer buys your online wallet product with the vouchers, so it needs a wallet product that is online and whose amount range covers the total.
• At the desk a voucher cannot be taken as payment: Take payment offers Cash, Card at desk and Twint. Ask the customer to book online and enter the code. The dashboard has no redeem action; setting a voucher to Redeemed by hand neither reduces its remaining value nor records who used it.

Track redemption

Back on the Vouchers page, use the status filter next to the search field to see where each voucher stands — Available for sale, Redeemable, Redeemed or Blocked. By default the list only shows Redeemable vouchers, so add the other statuses to the filter if you want to see everything you have issued. The search finds a voucher by its name, code, tags, notes, values and the name or email of its owner or of the client who used it. The list shows the Remaining value for each voucher, so you can tell at a glance which are unused, partly spent or fully redeemed; Used by names the client who spent it last (with "+1" and so on when it was spent in several parts), and hovering it shows when.

Each row has a PDF button that downloads the voucher card — useful when a client wants a printed gift card. A voucher made while no Voucher card template was uploaded has no card: the button then shows the notice "This voucher has no card. A card is only made while a Voucher card template is uploaded." Expand a row with its chevron or a double-click to add tags; a note typed there is not stored for vouchers.

Change a voucher's status

The dashboard offers no redeem action of its own, but you can correct voucher statuses manually: select one or more vouchers in the list, click the Status button in the toolbar and pick the new status — Available for sale, Redeemable, Redeemed or Blocked. Use this to release a sold card or a batch for use, or to block a voucher that should no longer be accepted. The change applies at once, without a confirmation. A status change never restores spent value: a voucher with a remaining value of 0 stays unusable even when set back to Redeemable. On a phone the Status entry in the + menu does nothing; use a larger screen.

The name, value, validity, client and code of an existing voucher cannot be changed. To extend an expired voucher, issue a new voucher for its remaining value and set the old one to Blocked.

Resolve a client exception with goodwill

Use this when reception escalates a complaint, a client booked an unsuitable session, or a voucher or wallet balance is disputed. go flow does not hold your business's delegated limits: decide the remedy by your own policy, and use go flow to establish the facts, carry out the remedy and record what was agreed.

1. Establish the facts

• Clients: open the client and switch to the Journal tab. It lists their bookings, orders, payments, wallet movements, vouchers and feedback; use Find entry to narrow it. See Client details. A booking row shows no status: a cancelled place or a no-show looks like an attended one. The Visits and Last visit columns of the client list count only attended sessions and appointments (see Clients); to see who did not come to a session, tick No show under Set status display in the Scheduler and open the Agenda.
• Finance > Vouchers: search for the client's name or the voucher code, with all statuses in the filter. Check Status, Remaining value, Valid to and Used by.
• Finance > Wallets: search for the client's name — a search covers all months. Wallets explains how the balance is made up and when credit expires.
• Finance > Orders and Finance > Payments: search for the client or the order reference to see what was paid and refunded. For an unclear payment, follow Review orders and payments before you promise anything.
• Whether a session suits the client — level, health, experience — is the coach's or instructor's judgement. go flow keeps no client notes for it; ask them before you agree a remedy.

Typical voucher findings: Valid to has passed (go flow cannot extend a voucher); the voucher is still Available for sale (the card was never released); Blocked; or Remaining value 0 because it was spent (Used by shows by whom).

2. Carry out the remedy

• Goodwill voucher — issue a voucher for the agreed value and validity as described under Issue a single voucher. For an expired voucher, issue a new one for the remaining value and block the old one. A voucher carries only a value, a validity period and a status: anyone with the code can spend it on session bookings until its value is used up. For a remedy limited to a number of uses or to client groups, create a discount code with Max uses or Client groups instead (see Run a promotion or discount code). Needs Manage for Clients.
• Wallet credit — on Finance > Wallets, click Adjust wallet, choose the client, choose Credit (add funds), enter the amount and a Reason, and save. Needs Manage for Configuration & settings. One adjustment may not exceed your Max wallet adjustment (1000 in your currency unless changed). The reason is printed on the credit note and shown to the client in the order list of their profile, so write it for the client to read. go flow sends the client no message about it. See Adjusting a wallet manually.
• Cancel with a refund — when the remedy is to cancel a booking, cancel the participant and choose the refund destination — Refund to wallet, Refund to card or Refund as voucher — and a fee if one was agreed. See Cancel or refund.

Other remedies — money back without a cancellation, a different price, a free extra session — need a decision by whoever is authorised to make it. The dashboard has no stand-alone refund or price-change action.

3. Record what was agreed

Note the outcome on the money record the case concerns: the wallet entry on Wallets, the order on Orders or the payment on Payments — the same rows can also be noted from the main Journal. A voucher keeps tags only: a note typed on it is gone after a reload, so tag the voucher and write the note on the related order or payment. Expand the row with its chevron, type the note in Add note, click + and then Save. Each note keeps its author and time and cannot be changed or removed afterwards. Write what was agreed, with whom, and what is still open. Saving needs Manage for Clients or for Configuration & settings, or the Billing contact role. A failed save shows no message — the note stays on screen and Save stays active — so reload the page to confirm the note was stored. On Wallets, Orders and Payments, the month filter follows a row's last change, so a row you add a note to moves into the current month; a search covers all months.

Clients, bookings and participants have no notes of their own. For a case that continues on the next shift, see Hand over the day.

4. When to escalate

Hand the case on — to the owner or finance, as your business arranges it — when:

• the remedy goes beyond your agreed authority, or none of the remedies above fits;
• you lack the right for it (no Adjust wallet or Add button);
• the amount exceeds Max wallet adjustment — go flow refuses it with "The amount is above the limit for a single adjustment.";
• an unclear card payment, or a card refund that did not go through, is involved.

go flow has no approval or task feature: write the open question in a note on the money row and tell the responsible colleague directly.