Reservations – Selling Entitlements

Overview of Memberships, Patronages & Vouchers

Introduction

Entitlements are products that grant customers ongoing access, redeemable value, or supporter benefits beyond a single visit or transaction. In Expian, the three types of entitlements are:

• Memberships
• Patronages
• Vouchers

These entitlements appear under Entitlements in the Reservations Portal and follow a consistent, guided selling flow.

This overview explains what each entitlement type represents, why they matter, and how they behave within the Reservations journey.

Note on Entitlement Products

The entitlement products shown depend on each organisation’s configuration.

Attractions and Travel setups may offer different products, names, prices and payment methods; however, the selling process is identical across both domains.

This document covers:

• What each entitlement type provides
• Why entitlements matter
• Payment types & client configuration
• How entitlements appear in Reservations
• High-level selling workflow
• Gift Aid overview
• Best Practice
• Feature Highlights Appendix

Individual step-by-step guides for selling each entitlement are provided in separate documents.

Why Entitlements Matter

Entitlements support long-term visitor engagement, fundraising, gifting, and promotional activity. When processed correctly, they ensure:

• Clean and reliable customer records
• Correct application of benefits and access rights
• Accurate handling of donations and Gift Aid
• Clear financial reconciliation
• Consistent expiry and renewal behaviour
• Smooth customer, member, donor and recipient experiences

Entitlements also link into wider operational areas such as customer servicing, renewals, reporting, and supporter relationships.

Payment Types & Client Configuration

Payment methods available during checkout, such as Card, Email, SMS, Invoice, External, On Day, Later External, and Direct Debit, are agreed as part of onboarding or pre–go-live preparation with each organisation.

Expian configures these methods in a client-specific setup file, ensuring that only appropriate and approved payment types are available in Reservations.

This means:

• Not all organisations will have the same payment types
• Only the methods enabled for your organisation will appear
• Direct Debit is available only for certain entitlement types (e.g., Memberships and some Patronages)
• Vouchers must be paid in full and therefore do not support Direct Debit
• Invoice payment is typically reserved for corporate or agreed accounts
• Email/SMS payments create Draft orders until the customer completes payment

This configuration ensures each organisation uses the payment types that align with its operational, financial, and governance requirements.

Types of Entitlements

1. Memberships

Memberships provide customers with ongoing access and member benefits for a defined period. They are the most common entitlement type and may include household members, Gift Aid, and Direct Debit payment options.

Examples include:

• Individual Membership
• Joint Membership
• Family Membership
• Annual Pass / Season Pass
• Concession or Staff Membership
  

Memberships may include:

• Free admission
• Discounts
• Priority access
• Member-only events
• Renewable terms

See Selling & Renewing Memberships for the detailed step-by-step guide.

2. Patronages

Patronages are high-value supporter tiers designed for donors and benefactors. They typically include:

• Higher contribution levels
• Exclusive benefits or recognition
• Donation components
• Gift Aid eligibility
• Corporate supporter options
  

Examples include:

• Bronze Patron
• Silver Patron
• Gold Patron
• Corporate Supporter

See Selling Patronages for the detailed step-by-step guide.

3. Vouchers

Vouchers provide redeemable value or access and behave similarly to digital gift certificates or promotional credits. They may represent:

• Monetary value
• Product-specific access
• Experience packages
• Promotional or partner benefits
  

Examples include:

• £25 Gift Voucher
• Free Family Ticket
• Afternoon Tea Experience
• Promotional Partner Voucher

See Selling Vouchers for the detailed step-by-step guide.

How Entitlements Appear in the Reservations Portal

From the Reservations dashboard:

1. Click New Order
2. Select Entitlements
3. Choose from:
• Memberships
• Patronages
• Vouchers

Image Placeholder: New Order → Entitlements navigation screenshot

A Place Order On Behalf toggle is available for staff processing orders on behalf of partners or agents.

The products displayed reflect your organisation’s configuration.

Understanding Gift Aid

Gift Aid applies only to entitlements that include a donation component.

This may apply to some Memberships, Patronages, and occasionally some Vouchers.

Gift Aid allows eligible charities to claim an additional amount on donations at no extra cost to the customer.

Gift Aid requirements:

• The donor must be a UK taxpayer
• The donor must understand the declaration
• The donor must actively give consent

Staff must:

• Explain Gift Aid neutrally
• Never select Gift Aid on behalf of the donor
• Ensure customer details are accurate

A Gift Aid prompt appears automatically where relevant.

Image Placeholder: Gift Aid prompt

High-Level Steps for Selling Any Entitlement

Although each entitlement has its own detailed guide, the high-level flow is identical:

1. Start a New Order

Select New Order → Entitlements → choose Memberships, Patronages or Vouchers.

2. Select a Product

Choose the entitlement you wish to sell.

Tile information may include value, benefits, donation components, validity and recognition details.

3. Add to Cart

You may:

• Add the entitlement
• Apply a promo code or voucher

Only one entitlement can be added per order.

The Cart remains visible on the right-hand side.

4. Mixed Orders

Memberships, Patronages and Vouchers cannot be mixed with each other or with other ticket types.

If mixed items exist, a prompt will ask you to clear the cart.

Image Placeholder: Mixed Orders → Clear cart modal

5. Gift Aid (If Applicable)

The Gift Aid declaration appears if the entitlement contains a donation component.

6. Enter Contact Details

Details vary by entitlement type and may include:

• Lead member or donor
• Household members (Memberships)
• Recipient (Vouchers)
• Recognition name (Patronages)
• Billing address
• Marketing preferences
• Terms & Conditions

7. Payment Options

Depending on configuration, organisations may offer:

• Via Card
• Via Email
• Via SMS
• Via Invoice
• External / Later External / On Day
• Direct Debit (for Memberships and some Patronages)

8. Order Confirmation

Once payment is complete:

• A confirmation email is sent
• The entitlement activates (or remains Draft until DD mandate confirmation)
• Staff can view, resend or reprint the entitlement

Best Practice

• Confirm the correct entitlement type before adding to the cart
• Check customer email accuracy
• Explain Gift Aid neutrally
• Use postcode lookup for address consistency
• For gift entitlements, enter the recipient’s details accurately
• Avoid Notes unless meaningful
• Remind customers that Email/SMS payments create Draft orders
• Ensure the payer is the bank account holder for Direct Debit

Summary

Entitlements are core products used to support visitor engagement, fundraising, gifting and promotional activity.

While Memberships, Patronages and Vouchers behave differently, the Reservations Portal provides a consistent selling structure for all three.

Accurate processing ensures:

• Smooth customer experiences
• Clean customer records
• Correct Gift Aid handling
• Accurate financial processing
• Reliable entitlement usage and reporting

Feature Highlights Appendix

Ensures clean order structure

Email delivery and downloadable PDFs

Allows discounts or credit

Improves accuracy

Staff can complete orders for third parties

Feature

Digital fulfilment

Records member, donor or recipient details

Same structure across all entitlement types

Restricts incompatible combinations

Prevents incompatible products

One entitlement per order

Supports partner and agent workflows

Ensures clean order data

Gift Aid prompt

Simplifies training & documentation

Customer convenience

Three entitlement types

Displays entitlement, price, Gift Aid, delivery

Ensures compliance & boosts charity income

Memberships, Patronages and Vouchers

Order Summary sidebar

Mixed Order handling

Domain flexibility

Process identical across Attractions and Travel

Place Order On Behalf

Promo/voucher application

Why It Matters

Supports promotions and gifting

What It Does

Consistent selling flow

Ensures correct fulfilment

Collects declaration for donation-based entitlements

Contact detail capture

Easier for staff to use and learn

Ensures organisations use only approved methods

Payment configuration

Supports varied engagement and revenue needs

Payment methods configured per client during onboarding