Experience Voucher Re-Issue Process

If a merchant or member contacts us about an experience voucher not being received then first we need to confirm the details of the voucher (if not already provided) This will be the date, time, Order ID & amount at time of purchase and also the email address this should have been issued to.

Once confirmed then we’ll want to educate the merchant how to search for the voucher in their Orders report by searching for the Order ID. This is done using the filters within the Order Report. From there get them to click on the Resend Voucher Email button and this will trigger to the original details. If the details need amending then they’ll need to edit the voucher details before hand via the button on the same page.

If the merchant has an issue with this then re-issue for them and send a follow up email confirming this is sent and attach the support guide so they can handle these queries in the future.