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The Entitlements module defines and manages all products that grant customers ongoing access, benefits, or redeemable value across your organisation.

It underpins memberships, patronages, and vouchers, ensuring consistency across sales channels, finance systems, and CRM integrations.

Expian Entitlements transforms membership management into a complete lifecycle engine.

The module handles every stage of the journey, purchase, renewal, upgrade, downgrade, cancellation, Gift Aid, and reporting, all synchronised across Expian, CRM, POS, and EFinancials.

Configuring entitlements accurately is essential for maintaining consistency across sales channels, ensuring financial compliance, and providing a smooth, predictable customer experience.

A well-structured entitlement setup helps teams manage renewals, track benefits, apply Gift Aid, and ensure accurate reporting, all while reinforcing brand trust and operational control.

Entitlements are grouped into three primary types, each with distinct characteristics and purposes:

Why It Matters

• Creates a single source of truth for access and benefit management.
• Ensures financial accuracy, operational control, and regulatory compliance.
• Supports both cultural/visitor attractions and travel/transport clients.

Entitlement Types

Each entitlement type follows a standard set of configuration tabs:

• Description
• Linked Products
• Linked Add-ons
• Availability & Channels
• Pricing
• Customer Information
• Integrations
• History
• Analytics
• Reporting
  

Memberships

Memberships are one of the three core entitlement types within Expian.

They define what a customer receives after purchasing, for example, access, benefits, or privileges, and for how long.

Memberships support complete lifecycle management including purchase, renewal, upgrade, downgrade, cancellation, and reporting, all fully synchronised with CRM, POS, and financial systems.

Membership Overview

Purpose:

To configure renewable, benefit-based products that define the rights and benefits a customer receives after purchasing a membership, subscription, or pass.

Memberships provide time-based or benefit-based access to experiences, discounts, or exclusive products across all active sales channels.

Whilst Products define what is sold, Memberships define what the customer gets access to and for how long.

Each membership represents an agreement between your organisation and the customer, setting out duration, renewal conditions, and the specific benefits or entitlements available during that term.

Core Capabilities

• Multi-term management: Supports active, pending, deferred, and expired terms for precise lifecycle tracking.
• Intelligent renewal logic: Manages back-to-back validity, end-of-month rounding, and defined renewal windows.
• Real-time Gift Aid and consent management: Ensures legal compliance and complete auditability.
• CRM and finance synchronisation: Keeps purchase, renewal, and cancellation data aligned across systems.
• Full audit trail: Records every action through the Entitlement Events Table for transparent lifecycle reporting.
  

Example Contexts:

• Attraction: An Individual Membership granting unlimited entry to specific venues for one year.
• Attraction: A Family Membership extending the same benefits to multiple people and including event discounts.
• Travel: A Staff Concession Membership allowing two discounted ferry journeys per month as part of an employee benefit scheme.

How to Create a Membership

1. Go to Admin Portal → Entitlements → Memberships.
2. Click Add a New Membership.
3. Complete each tab as described below.
4. When finished, click Save, then Publish to make the membership live.
5. NB: Only published memberships are available for sale or renewal.
   

Description Tab

What It Does

Defines the membership’s core identity: system references, names, display order, and imagery.

How to Configure

• Entitlement ID: enter a unique id used in integrations and reporting.
• Title: a customer-facing name.
• Sort Order: to control list position.
• Description: write a short description for clarity.
• Image URL: (Optional) add to display visuals online or in emails.

Field Reference

Example

Family Membership: ‘Unlimited entry to all sites for 2 adults and 2 children for 12 months.’

Why It Matters

Accurate setup here ensures the membership appears correctly across all channels and maps reliably into CRM and financial systems.

Memberships form the foundation of ongoing customer engagement within Expian.

They unify operational control, financial accuracy, and compliance into one configurable structure, ensuring members enjoy seamless, consistent access while organisations maintain complete oversight of renewals, benefits, and revenue

Linked Products Tab

What It Does

Defines how memberships connect to other products, controlling where and how benefits or restrictions apply. This allows venues and travel operators to manage operational capacity or control member entitlements, for example, limiting how many times a member can book a concession.

How to Configure

• Open Linked Products.
• Click Add Limit Group to restrict usage, or Add Discount Group to apply offers.
• Fill in the required fields (see below).
• Save each rule before adding another.

Limit Group Fields

Discount Group Fields

Discount Groups Entitlement Section:

Example A: Travel

Example: Travel – Staff Ferry Concession

This setup limits how often an employee can use a discounted travel entitlement, ensuring benefits are used fairly while keeping reporting clean and auditable.

Scenario:

A staff member is entitled to travel on selected ferry routes up to twice per month under the Employee Concession scheme.

Configuration:

• Linked Products Tab → Add Limit Group
• Product: Employee Concession (he-employee-concession)
• Limit per Ticket: Unticked (rule applies to all ticket types under this product)
• Maximum Uses: 2
• Time Period: per Month
• Ticket Type:Vehicle
• Entitlement Application Limits:No transaction of travel date restrictions.
• Limit per Period: Selected ( as only twice a month)
• Target: Booking Level (the limit applies per booking, not per ticket)

Result:

The staff member can book up to two concession journeys per month, regardless of route. After two uses, the system automatically prevents further discounted bookings until the next month begins.

Example B: Attraction

Accessibility Discount:

• Product: Annual Palace & Gardens Banquet
• £10 off Wheelchair Ticket
• Limit: 2 per Year

Wheelchair users automatically receive a £10 reduction per ticket, only two tickets can be accomodated in the banquet hall at this annual event. This configuration ensures accessibility benefits are fair and system-enforced, reducing manual intervention and supporting operational compliance.

Why It Matters

Guarantees operational fairness and automated enforcement of benefits without manual oversight.

Linked Add-ons Tab

What It Does

Connects memberships to purchasable extras such as drinks, parking, or guides, ensuring consistent pricing and redemption across channels.

How to Configure

• Click Add Discount Group.
• Select an Add-on (e.g., Drinks).
• Choose Discount per Add-on Option if applying per item.
• Enter Discount Value / %, and Min / Max Quantities.
• Define time or date limits if required.

Example

Example: Member Drinks Discount

Scenario:

Members receive 10% off drinks purchased online or at POS when logged in under their membership.

Configuration:

• Add Discount Group
• Add-on: Drinks (trb-drinks)
• Discount per Add-on Option: Checked
• Discount Type: Percentage
• Discount Value: 10%
• Minimum Quantity: 1
• Maximum Quantity: 50
• Entitlement Application Limits: Unlimited

Why It Matters

Supports loyalty incentives and cross-selling, while keeping pricing rules consistent between POS and online sales.

Availability & Channels Tab

What It Does

The Availability & Channels Tabcontrols where and how a membership can be sold, renewed, and used.

When configured correctly, it ensures memberships behave consistently across all sales channels and markets, preventing situations where a membership might be unavailable online but still bookable via POS, or where renewals open too early or too late.

This section controls not only the validity period and renewal rules, but also which markets and sales channels can offer or recognise the entitlement.

Proper setup guarantees a smooth customer experience and accurate operational control, ensuring memberships can only be sold and renewed in the right places, for the right duration, and under the correct market and channel rules.

By doing so, it helps avoid common issues such as overlapping renewals, region-specific pricing errors, or customer confusion when benefits are unavailable through certain channels.

How to Configure

• Define Validity Period (e.g., 12 months).
• Specifies how long the membership remains active from the purchase or activation date.
  For example: 1 month, rounded up to the month end.
• Used to control automatic expiry dates and renewal eligibility.
• Helps ensure reporting aligns across different renewal cycles (e.g., monthly or annual memberships).
• Optionally set a Grace Period to extend renewal eligibility.
• Useful for maintaining goodwill (e.g., giving a one-month extension before full deactivation).
• Prevents immediate loss of benefits if payment or renewal is slightly delayed.
• Define Renewal Period before and after expiry. You can either:
• Leave as None – renewals are not time-bound or are managed manually.
• Choose Set Renewal Period – and define a start and end window relative to the expiry date (e.g., renewals open one month before expiry and close three months after).
  This helps control when renewal reminders trigger and ensures renewals overlap smoothly without duplicate records.
• Select active Sales Channels (Web, POS, Reservations, API, App, Self-Service). Limiting channels helps maintain control over where memberships are offered, especially if pricing, offers, or eligibility differ by location or sales route.
• Assign Market to link correct pricing and tax setup.
• For example: Historic Royal Palaces (UK) or MLA – Chelmsford (regional site).
• This ensures correct pricing, tax rules, and reporting by market, while preventing memberships from being sold in locations that do not participate in the same scheme.

Field Reference

Why It Matters

Prevents overlapping renewals and ensures consistent availability across all channels.

Pricing Tab

What It Does

Defines the financial and tax structure, ensuring accurate pricing and compliance.

How to Configure

• Set Default Prices per payment type (e.g., Card, Direct Debit).
• Enable Donation options (voluntary or included).Optionally enable voluntary or included donations. You can choose whether donations are added on top of the base price or included within it, and whether they are refundable
• Tick Gift Aid Eligible where appropriate. Marks eligible donations as Gift Aid qualifying for UK tax reporting, ensuring accurate claim submissions and audit trails.
• Apply VAT Rate: Applies the appropriate tax rate to ensure compliance and accurate reporting. This field controls how VAT or sales tax is displayed and recorded on transactions.
• Cancellation & Amendment Fees:Links to predefined fee templates created under Terms & Amendment Fees to maintain consistency across all products and memberships, ensuring that refunds and cancellations follow organisational policy.

Field Reference

Why It Matters

Ensures financial accuracy, compliance, and clean integration with EFinancials.

Gift Aid handling is transactional, and every declaration or withdrawal is time-stamped, audited, and synchronised with CRM and HMRC reporting.

Customer Information Tab

What It Does

The Customer Information Tab manages how member data is collected, stored, and displayed throughout the purchasing and renewal process.

Accurate setup here ensures that all necessary details for communication, entitlement use, and regulatory compliance are captured, supporting smooth renewals, targeted engagement, and reliable reporting across all memberships.

How to Configure

• Redemption Instructions: Enter the text that appears in the customer’s order confirmation email. This provides guidance on how to activate, redeem, or use their membership, for example, instructions on logging into their account or presenting proof of membership on site.
• Membership Holder Details: Choose whether to record only the purchaser’s information or to collect details for all named members (such as adults, children, or carers). Capturing individual details helps with entitlement tracking, renewal reminders, and accurate communication, particularly for Family or Joint Memberships.
• Additional Information Fields: If configured for your organisation, this section allows you to capture extra details such as date of birth, contact information, or member preferences. This supports personalised communication, reporting, and data compliance.

Field Reference

Why It Matters

Captures accurate member data for renewals, communications, and compliance (GDPR).

History Tab

The History tab provides a record of all edits, publications, and republished versions for the selected item. It allows users to track who made changes, when they occurred, and what type of action was taken (e.g., edit, publish, republish).

Integrations Tab

The Integrations Tab links memberships to third-party or internal financial and CRM systems.

It contains optional fields for Cost Centre Codes and Membership Category Tags, enabling detailed reporting, reconciliation, and system mapping.

Membership Category Tags

Membership tags categorise memberships by type, such as Individual, Joint, Family, or Lifetime.

These simplify management and reporting across multiple systems.

Tags are created and managed within the Integrations Tab for each membership.

How to Configure

• Add Cost Centre Code for accounting.
• Assign Membership Category Tags (e.g., Individual, Family).
• Ensure correct mapping to CRM categories.

Expian performs transactional updates to prevent duplicate CRM records and maintain audit integrity.

Analytics Tab

What It Does

Defines how membership data appears in internal and external reports and can be used to track the performance for analytics platforms like Google Tag Manager (GTM).

Reporting Tab

What It Does

Defines how Patronages are tracked in analytics dashboards and reports, including financial performance and supporter engagement.

How to Configure

• Reporting Code 1: is  the primary classification, e.g., Revenue Stream.
• Reporting Code 2: is the secondary classification, e.g., Region
• Membership Audit Report: for detailed term and consent visibility.
• Entitlement Events Table: to review all lifecycle actions.
• Analytic Tag: A configurable label used to group or categorise entitlements for reporting and dashboard filtering (e.g. by product type, channel, or campaign)
• Analytic Name: The readable title that appears in analytics and reports, identifying the specific entitlement or dataset being tracked.

Field Reference

Why It Matters

Provides insight into donor retention, donation revenue, and supporter engagement across channels, ensuring fundraising teams can track and optimise performance.

Publishing

• Save the membership after editing.
• Test all pricing and renewal logic in Sandbox before rollout.
• Return to the list and click Publish to make live.

Best Practice

• Keep membership names and descriptions consistent across systems, ensuring clear mapping in integrations, reporting, and customer communications.
• Define renewal and validity periods carefully to avoid overlapping renewals or accidental expiries.
• Always test pricing, discount, and renewal logic in a sandbox environment before publishing live configurations.
• Apply Gift Aid and VAT settings correctly to ensure financial and legal compliance.
• Use consistent tags, reporting codes, and cost centre links to simplify reconciliation and analytics across CRM and finance systems.
• Write clear, customer-friendly redemption and renewal instructions that reflect real-world processes at point of sale and in confirmation emails.
• Periodically review memberships to retire outdated configurations, maintain data accuracy, and optimise system performance.
• Coordinate with finance and operations teams to confirm pricing templates and amendment fees are aligned with wider policy changes.
• Keep access control and audit trails clean by reviewing the History tab regularly, especially before republishing live entitlements.

Summary

Memberships form a core part of Expian’s Entitlement framework, defining the access rights, duration, and benefits customers receive after purchase.

When configured accurately, they ensure seamless customer experiences, smooth renewals, and compliant reporting across all sales channels.

By aligning Products (what’s sold) with Memberships (what’s delivered), organisations create transparent, reliable, and value-driven membership experiences that strengthen retention, trust, and operational insight.

Consistent setup across pricing, integrations, and reporting also supports automation, financial accuracy, and long-term sustainability of membership programmes.

Patronages

Like Memberships, Patronages are configured through a series of tabs that control their setup, benefits, pricing, and eligibility across channels and markets.

Patronages are one of the three core entitlement types within Expian.

They define higher-tier supporter or donor-style entitlements that combine access, recognition, and donation.

Patronages share the same configuration framework as Memberships but introduce donation control, longer renewal flexibility, and enhanced CRM and Gift Aid handling, supporting organisations that manage benefactors, sponsors, or philanthropic supporters.

Configuring this area correctly ensures Patronages are recognised across the system as unique entitlements, maintaining accurate reporting, renewal options, and benefits for supporters

Patronage Overview

Purpose:

To configure high-value supporter programmes that recognise donors or patrons with defined benefits, extended privileges, and charitable donation tracking.

Core Capabilities:

• Integrated donation and Gift Aid configuration.
• Longer renewal and grace period flexibility for supporter engagement.
• Multi-channel visibility for high-value tiers.
• Financial and CRM synchronisation for donation reconciliation.
• Extended audit tracking for compliance and donor reporting.

Example Contexts:

• Attraction: A Bronze Patron who contributes £500 per year and receives exclusive preview access.
• Travel: A Corporate Patronage scheme offering VIP travel credits with annual renewal options.

How to Create a Patronage

• Go to Admin Portal → Entitlements → Patronages.
• Click Add a New Patronage.
• Complete each tab as described below.
• When finished, click Save, then Publish to make the patronage live.
• NOTE: Only published patronages are available for sale or renewal.

Description Tab

What It Does

Defines the Patronage’s identity,  including ID, name, order, description, and imagery.

Accurate setup ensures clear recognition across internal tools, API integrations, and customer-facing content.

How to Configure

• Entitlement ID: enter a unique for reporting and integrations.
• Title: (e.g., ‘Bronze Patro’).
• Sort Order: to control list display order.
• Description: provide a concise description, explaining tier purpose or recognition benefits.
• Image URL: optionally add to appear on web or print materials.

Field Reference

Example

Bronze Patron: £500 annual contribution including complimentary event invitations and recognition on donor wall.

Why It Matters

Provides clear, consistent patron naming across systems and communications, supporting automated CRM sync and donor recognition workflows.

Linked Products Tab

Links the Patronage to the products or tickets it influences, defining which benefits and limits apply to patrons. For more details, please refer to the Memberships Linked Products Tab

What It Does

Correct configuration ensures patrons receive the right access privileges without affecting standard members or ticket buyers.

Options include:

• Add Limit Group: Restricts the number or frequency of tickets a patron can use or book.
• Example: 1 Patron ticket and up to 7 guest tickets per day.
• Add Discount Group: Applies a price reduction or special rate to specific ticket types or products.
• Example: 50% discount on admission tickets for Patron guests.

How to Configure

• Open Linked Products Tab.
• Click Add Limit Group to restrict usage (e.g., number of guest tickets).
• Or click Add Discount Group to apply special rates.
• Save each rule before adding additional groups.

Field Reference

Example

Event Access: 1 patron ticket + up to 7 guest tickets per event.

Discount: 50% discount applied to guest tickets for selected exhibitions.

Why It Matters

Ensures patrons receive their exclusive benefits without overlap with standard memberships, maintaining financial integrity and access control.

Linked Add-ons Tab

What It Does

Connects Patronages to additional products or experiences, such as guided tours, parking, or hospitality packages.This allows organisations to reward patrons with optional extras or unique privileges.

Use Add Discount Group to apply special rates or limits on these add-ons.

How to Configure

• Click Add Discount Group.
• Select an Add-on (e.g., Private Tour or Dinner Package).
• Choose Discount per Add-on Option if applying per item.
• Define Discount Value / %, Min / Max Quantities, and date or time limits if applicable.

Example

Patron Dinner Offer:

• Add-on: Gala Dinner Access
• Discount Type: Fixed amount (£50 off)
• Max Quantity: 2 per year

Why It Matters

Allows differentiation of Patron privileges from standard members, supporting premium experiences and donor appreciation.

Availability & Channels Tab

What It Does

Controls when and where Patronages can be sold, renewed, or redeemed, ensuring consistent treatment across all sales channels.

How to Configure

• Define Validity Period (e.g., 12 or 24 months).
• Set Grace Period for renewals after expiry.
• Use Renewal Period to open renewals early for donor retention.
• Choose active Sales Channels (Web, POS, Reservations, API, App, Self-Service).
• Assign Markets for correct tax and accounting rules.

Field Reference

Why It Matters

Prevents lapses in supporter engagement by ensuring renewal invitations are correctly timed and channel permissions align with donor policies.

Pricing Tab

What It Does

Controls donation levels, payment methods, VAT, and cancellation or amendment policiesfor each Patronage tier.

Accurate pricing configuration ensures compliant reporting and consistent donation handling.

How to Configure

• Default Price: may include or separate donation value.
• Enable Donation (required or optional).
• Tick Gift Aid Eligible for qualifying donation components.
• Apply correct VAT Rate for compliance.
• Link Cancellation / Amendment Fee templates for consistent policy handling.

Field Reference

Example

Corporate Patronage: £1,000 annual cost including £250 donation (Gift Aid eligible).

Why It Matters

Accurate financial setup ensures compliant Gift Aid processing, transparent donor accounting, and alignment between CRM and financial systems.

Customer Information Tab

What It Does

Specifies the data collected during patronage purchase, ensuring donor records meet CRM and audit requirements and creates a seamless renewal process and donor communications.

How to Configure

• Enter Redemption Information (confirmation text).
• Choose Patron Details (purchaser only or named patrons).
• Add Additional Fields such as contact preferences, donor notes, or recognition name.

Field Reference

Why It Matters

Ensures full donor visibility, accurate communication preferences, and audit-ready CRM data for future renewals and compliance reporting.

History Tab

The History tab provides a record of all edits, publications, and republished versions for the selected item. It allows users to track who made changes, when they occurred, and what type of action was taken (e.g., edit, publish, republish).

Integrations Tab

The Integrations Tab links memberships to third-party or internal financial and CRM systems.

It contains optional fields for Cost Centre Codes and Membership Category Tags, enabling detailed reporting, reconciliation, and system mapping.

Membership Category Tags

Membership tags categorise memberships by type, such as Individual, Joint, Family, or Lifetime.

These simplify management and reporting across multiple systems.

Tags are created and managed within the Integrations Tab for each membership.

How to Configure

• Add Cost Centre Code for accounting.
• Assign Membership Category Tags (e.g., Individual, Family).
• Ensure correct mapping to CRM categories.

Expian performs transactional updates to prevent duplicate CRM records and maintain audit integrity.

Analytics Tab

What It Does

Defines how membership data appears in internal and external reports and can be used to track the performance for analytics platforms like Google Tag Manager (GTM).

Reporting Tab

What It Does

Defines how Patronages are tracked in analytics dashboards and reports, including financial performance and supporter engagement.

How to Configure

• Reporting Code 1: is  the primary classification, e.g., Revenue Stream.
• Reporting Code 2: is the secondary classification, e.g., Region
• Membership Audit Report: for detailed term and consent visibility.
• Entitlement Events Table: to review all lifecycle actions.
• Analytic Tag: A configurable label used to group or categorise entitlements for reporting and dashboard filtering (e.g. by product type, channel, or campaign)
• Analytic Name: The readable title that appears in analytics and reports, identifying the specific entitlement or dataset being tracked.

Field Reference

Why It Matters

Provides insight into donor retention, donation revenue, and supporter engagement across channels, ensuring fundraising teams can track and optimise performance.

Publishing

• Click Save after completing configuration.
• Test donation and renewal logic in Sandbox before release.
• Click Publish to make live.

Only published Patronages are available for sale or renewal.

Best Practice

• Maintain unique Patronage IDs
  Always assign a clear, consistent, descriptive ID (e.g. HRP_CourtyardsCloisters) to avoid confusion with Memberships or other Entitlements. This ID is used across APIs, integrations, and reporting, consistency here prevents data mapping errors across CRM and finance.
• Align Patronages with Membership structures
  Where possible, mirror the same channel and pricing logic used for Memberships. This ensures seamless customer experience, especially for organisations offering both Membership and Patron tiers.
• Use clear benefit definitions in Linked Products
  When configuring Limit or Discount Groups, make sure ticket restrictions or benefits match the actual patron promise. Overly generous or missing limits can cause fulfilment and reporting issues.
• Set realistic renewal and validity windows
  Patronages often involve higher-value supporters, so renewal communications may need to start earlier than standard Memberships. Use the Renewal Period fields to allow appropriate lead time for engagement.
• Verify Gift Aid eligibility
  As many Patronages include a donation element, ensure Gift Aid settings are accurate and compliant. Incorrect configuration can lead to HMRC reporting discrepancies.
• Keep messaging consistent across channels
  Ensure the Redemption Information field clearly explains how the Patronage can be used. This text should align with confirmation emails, CRM data, and marketing material.
• Test before publishing
  Create and test Patronages in a sandbox or test market first, confirming discounts, limits, and renewals behave as expected across Web, POS, and API environments.
• Regularly review patron entitlements
  Patron benefits evolve over time. periodically audit all Linked Products and Add-ons to ensure they still match the organisation’s current Patronage offering.

Summary

The Patronages configuration in the Admin Portal provides a flexible framework for defining and managing high-value supporter entitlements.

Patronages extends the core functionality of Memberships by introducing donation control, benefit management, and flexible access limits, ensuring patrons receive a tailored, consistent experience across every channel.

Each tab within Patronages plays a vital role:

• Description establishes key identifiers and structure.
• Linked Products and Linked Add-ons define the access and rewards.
• Availability & Channels ensures correct visibility and timing.
• Pricing manages donations, Gift Aid, and fees.
• Customer Information, History, and Analytics support governance, compliance, and insight.

Configured correctly, Patronages unify operational accuracy, deliver seamless donor experiences, financial accuracy, compliance, and customer satisfaction, allowing organisations to recognise and retain their most valuable supporters with confidence and precision.

Vouchers

Vouchers Overview

The Vouchers section defines digital or physical entitlements that grant customers value, discounts, or access credits that can be redeemed across products, memberships, or events.

They define digital or physical tokens that grant customers monetary value, access rights, or promotional credits that can be redeemed across products, memberships, or events.

Configuring vouchers correctly ensures accurate tracking, redemption, and reporting across all sales channels and markets, helping prevent over-redemption, misuse, or discrepancies in financial reconciliation.

Unlike Memberships or Patronages, Vouchers are typically single-use or limited-use tokens that act as a payment substitute or access right. However, they share the same core setup structure and governance principles for consistency and control.

A clear and consistent naming convention helps finance, customer service, and sales teams align on what each voucher represents, reducing support queries and ensuring accurate reconciliation.

Purpose:

To configure single-use or multi-use entitlements that act as payment substitutes, gift credits, or promotional rewards, valid across multiple channels.

Core Capabilities:

Configurable value, redemption rules, and validity periods.

Integrated Gift Aid and VAT handling for compliance.

Cross-channel redemption at POS, web, and reservation systems.

Full usage tracking and audit logging across CRM and finance.

Support for promotional campaigns and partner voucher schemes.

Example Contexts:

Attraction: 'Day Out Voucher' granting entry for two adults and a free coffee.

Travel: 'Commuter Credit Voucher' providing two discounted ferry trips per month.

How to Create a Voucher

Go to Admin Portal → Entitlements → Vouchers.

Click Add a New Voucher.

Complete each tab as described below.

When finished, click Save, then Publish to make the voucher live.

NOTE: Only published vouchers are available for sale or redemption.

Description Tab

What It Does

Defines the voucher’s identity, including system ID, display name, order, and description.

How to Configure

Enter a unique Entitlement ID for use in POS, CRM, and reporting.

Add a Title for customer display.

Assign a Sort Order for list arrangement.

Provide a short Description of voucher purpose or usage.

Optionally add an Image URL for branding or marketing display.

Field Reference

Example

£50 Gift Voucher: Redeemable online or at POS for admission tickets, food, or retail purchases.

Why It Matters

Ensures voucher visibility and consistency across sales channels and branding, supporting smooth redemption experiences and accurate reconciliation.

Linked Products Tab

What It Does

Connects vouchers to specific products, determining where they can be used and how often.

How to Configure

Open the Linked Products Tab.

Click Add Limit Group to restrict product use or frequency.

Click Add Discount Group to apply fixed or percentage discounts.

Configure all necessary fields (see below) and save.

Limit Group Fields

Discount Group Fields

Example

Retail Voucher: £10 discount on any shop purchase, valid twice per month.

Admission Voucher: Valid for 1 adult ticket per day.

Why it Matters

Ensures vouchers apply only to intended products, preventing misuse and supporting accurate sales reporting and customer satisfaction.

Linked Add-ons Tab

What It Does

Allows vouchers to include or discount add-ons such as drinks, tours, or parking, giving flexibility for bundled offers and promotional packages.

How to Configure

Click Add Discount Group or Add Limit Group.

Select the Add-on you want to include or discount.

Define Discount Value / %, and Min / Max Quantities.

Optionally add validity date ranges or time limits.

Field Reference

Example

Day Out Voucher: Includes a free coffee add-on at any participating café.

Why It Matters

Enables promotional flexibility and encourages customer engagement through combined offers, while maintaining financial control.

Availability & Channels Tab

What It Does

Controls where and for how long vouchers can be sold, redeemed, or renewed.

Accurate configuration ensures vouchers appear in the correct markets, channels, and validity periods, avoiding customer confusion or financial mismatches.

How to Configure

Define Validity Period (e.g., 12 months from issue date).

Set a Grace Period for post-expiry redemption if desired.

Configure Renewal Period if vouchers can be extended or reissued.

Choose active Sales Channels (Web, POS, Reservations, API, Self-Service).

Assign relevant Markets for accounting and regional setup.

Field Reference

Why It Matters

Prevents expired or invalid vouchers being used, ensures consistent redemption across systems, and simplifies financial liability tracking.

Pricing Tab

Defines voucher sale value, donation eligibility, and tax handling for accurate accounting

What It Does

Defines the financial setup of the voucher, including face value, sales price, donations, and applicable taxes. This tab ensures each voucher complies with accounting, tax, and refund policies.

How to Configure

Enter Default Price (sales price).

Define Face Value (redeemable amount).

Set Donation Options (if applicable).

Tick Gift Aid for qualifying donations.

Assign VAT Rate for correct taxation.

Link Cancellation / Amendment Fee templates for consistency.

Field Reference

Example

Charity Gift Voucher: Sale price £55 (£50 value + £5 donation), Gift Aid claimable on donation element.

Why It Matters

Maintains clear separation between taxable value and charitable donation components, ensuring compliance and clean reconciliation.

Customer Information Tab

What It Does

Determines what data is collected for voucher purchase, gifting, and redemption.

How to Configure

Add Redemption Information text for confirmation and receipts, detailing how and where to redeem the voucher.

Select Voucher Holder Details to capture purchaser or recipient details (useful for gift vouchers).

Add any Additional Information Fields for campaign or audit purposes.

Field Reference

Why It Matters

Provides audit-ready customer data and improves the gifting experience while ensuring redemption traceability.Clear redemption messaging and accurate data capture reduce customer queries and ensure the voucher process is smooth from purchase to redemption.

Integrations Tab

What It Does

Connects vouchers with CRM, financial, and external platforms for automated reconciliation and data accuracy.

How to Configure

Add Cost Centre Codes for finance tracking.

Define Voucher Category Tags for grouping (e.g., Gift, Promotional, Partner).

Confirm integration with CRM or Gift Card systems.

Why It Matters

Guarantees seamless data flow between sales, redemption, and financial systems, supporting liability management and partner reporting.

Analytics & Reporting Tab

What It Does

Tracks voucher performance, redemption rates, and liability through analytics and reports.

How to Configure

Enter Reporting Code 1 (e.g., Voucher Sales Revenue).

Enter Reporting Code 2 (e.g., Department or Campaign).

Add Analytic Tag for grouping (e.g., 'Promo_Voucher').

Add Analytic Name for clear display in analytics dashboards.

Review Voucher Usage Report and Entitlement Events Table for activity tracking.

Field Reference

Why It Matters

Supports end-to-end visibility of voucher performance across marketing, finance, and operations, enabling effective campaign tracking and liability reporting.

Publishing

Click Save after completing configuration.

Test redemption and expiry rules in Sandbox before live release.

Click Publish to make available for sale or redemption.

Only published vouchers are active across sales channels.

Best Practice

• Create unique voucher IDs: avoid duplication with memberships or ticket codes.
• Test redemption workflows: especially across POS and online channels.
• Define clear expiry and grace periods: prevent post-expiry disputes.
• Align voucher descriptions with marketing copy: consistency builds trust.
• Review tax treatment regularly: especially for mixed-use vouchers.
• Audit outstanding vouchers quarterly: ensures accurate liability reporting.
• Restrict where vouchers can be used: prevent misuse across unintended products or venues.
• Keep redemption instructions simple and visible: fewer customer service escalations.

Summary

Vouchers extend the Entitlements framework by providing flexible, trackable value redemption for customers, members, or promotional campaigns.

They operate alongside Memberships and Patronages to deliver a complete benefits ecosystem that can handle access, reward, and gift-based transactions.

When configured correctly, vouchers integrate seamlessly across sales channels and back-office systems: ensuring clear reporting, accurate expiry control, and smooth redemption experiences for both customers and staff.

Vouchers combine the commercial flexibility of promotions with the governance and data discipline of Entitlements, supporting both customer satisfaction and operational integrity.

Feature Highlights Appendix

2

Vehicle

Select the Ticket Types available for the selected Product that you want to limit.

Box for Limit

Depending on Option above

Ticket Type

Example

Ticket Type

Connects entitlements to extras such as drinks, parking, or tours.

Description

Field

Corporate VIP travel pass.

£50 redeemable at any site.'

Adult Ticket'

Memberships / Patronages / Vouchers

Example

Supporter Income

Enables insight into donation trends and retention performance.

Restrict specific ticket types.

Retail / Travel

/assets/voucher.png

1

Patron Details

Text for email or print receipts.

Description

Patron Fee Policy v1

Additional Fields

Analytic Name

Gift recipient name and email.'

Reduces manual errors and ensures live entitlement verification.

Select Product

Renew 3 months early.

Extra redemption time after expiry.

Booking

£50

Unique code used in API, CRM, and reports.

Memberships / Patronages / Vouchers

Open 1 month before → Close 3 months after

Field

£5 included

Description

Entitlement Title

Donation Included / Optional

Interval that limit resets (Day / Week / Month / Year).

Window before/after expiry.

Ensures compliant reporting and claim accuracy.

Limits set in this block will apply on the booking level

Voucher Holder Details

Reporting Code 1

Record purchaser or recipient info.

Description

Voucher Revenue

‘Annual supporter membership including £100 donation.’

Example

Where membership is available.

Apply Gift Aid to an eligible donation.

Vouchers / Patronages

Determines menu position (lowest = first).

Select Product

Retail Purchase'

Concession and voucher reconciliation.

Manages guest limits and exclusive privileges.

Allows per-term vouchers, deferred discounts, or promotional campaigns.

Select Product

Aligns VAT, cost centres, and revenue codes.

Admission validation via card or barcode.

Memberships / Patronages / Vouchers

VAT Rate

Short text explaining purpose or benefits.

Example

30 days

Combines fundraising and access benefits.

Discount per Ticket

Min 1 / Max 4

Bronze Patron, Corporate Supporter

Vouchers

They share the same operational framework as members, but have high-value supporter tiers combining exclusive experiences, enhanced control for recognition, and donation tracking.

Wheelchair

Label for analytics grouping.

Determines how many times the entitlement can be applied. There are three options:

Field

✅

2 ferry crossings per voucher.

Example Use (Attractions)

Time Period

Readable name displayed in analytics.

Example

Primary classification (e.g., revenue type).

Redemption Instructions

Sort Order

Memberships / Patronages / Vouchers

Standard → Premium route pass.

Redeemable value at POS.

Discount Value or %

Example

Vouchers

Field

Product eligible for redemption.

Field

Ticket Price Adjustment Section:

POS, Web, API

Bronze/Silver/Gold donor tiers.

Discount

Validity Period

Gift Aid Automation & Eligibility

Field

Membership Holder Details

Applicable tax.

✅

VAT Rate

Capture purchaser or all named patrons.

Each membership can hold multiple terms (active, deferred, or expired).

Prevents misuse and ensures correct redemption.

Indicates if donation is included or voluntary.

Description

Region or business unit.

2 as that is the maximum the banquet hall can legally be in compliance with fire regulations.

How long membership stays active.

Associated market or business unit.

Description

Example

UK Fundraising

N/A

Donor_Tier

Example

Example

‘12-month entry to all sites.’

Monthly ferry upgrade coupon.

Patronages

Example

Thank you for supporting as a Bronze Patron.'

Reporting Code 2

Description

Face Value

50% off guest admission

Memberships / Vouchers

How many tickets of this type get discounted

Donor retention dashboards.

Description

Monitor multi-term renewals and usage patterns.

Annual Gift Voucher'

Entitlement Description

Renewal Period

HRP_BronzePatron2025

Unlimited or time-limited use.

Memberships / Patronages

Allows scheduled transitions with visibility at term level.

Charity gift voucher with donation.

Gift Aid

1

Description

Number of allowed uses.

VAT Rate

Required

Primary classification (e.g., revenue type).

Entitlement Description

Gift Aid audit trail and voucher redemption reporting.

Removes manual reconciliation, ensuring financial and operational alignment.

Memberships / Patronages / Vouchers

Analytic Name

Enables GDPR and marketing compliance.

Description

Description

Annual Museum Pass, Employee Travel Membership

Example

Maximum Uses

Vouchers / Patronages / Memberships

Add-on Linking

Example Use (Travel)

Defines active and redemption lifespans.

Ensures HMRC-compliant claims and accurate donor reporting.

£10 off / 25% off

Redemption Information

Time Period

Business or regional scope.

Repeats discount when limit resets. In this example again, we have ticked this option.

Limit per Period

'Employee Concession Fare'

Description

Unlimited, Total Limit, or Limit per Period.

Optional

Audit & Reporting

Tick to restrict specific ticket types.

Corporate sponsorship ROI tracking.

/assets/patron_bronze.png

Default Price

1

£5 off

Set the target of the applied limits

Tax rate for sales.

Choose whether limits apply per Ticket or per Booking.

Bronze Patronage 2025

Enables precise renewals and upgrades.

Example

20%

Syncs entitlements across CRM, finance, and POS.

Not typically used.

Field

Monitors supporter revenue and engagement.

Example Use

✅

Grace Period

1 admission per voucher.

Discount Type

Category

Field

Explains what the voucher is for.

60 days

Renewal Period

Unique system identifier used for redemption and reporting.

Add a charitable component.

HRP Retail / MLA Ferries

Field

Feature

Optional

Transactional updates across CRM (D365) and EFinancials.

Cross-System Integration

HRP_Family2025

Primary Patron + Guest Donor'

✅

Why It Matters

2

Entitlement ID

Patronages

✅

Expiry & Grace Periods

Smooth museum membership renewals.

✅

1 Patron + 7 guests per day.

Memberships

Markets

Tracks declarations, applies donation tax rules, and synchronises with CRM.

Supporter Income

Voucher & Promotion Logic

Email text shown after purchase.

Example

Prevents date conflicts and improves reporting accuracy.

Enables real-time reporting and insight across terms.

Bronze Patronage 2025

Ticket Price Adjustment Section:

✅

Select Product

Description

Redeemable online or at any participating site.'

Duration of voucher activity.

Entitlement Active Between Dates

1st June 2026 = 30th June 2026 Monday and Thursday only between 10PM and 12PM

Supports tiered memberships and pricing control.

Readable display name.

CRM & Financial Integration

Discount per Ticket

Description

The discount applies indefinitely with no usage limit.

Partner ROI or staff usage reporting.

Redemption Information

Staff memberships and voucher sales auto-sync.

Example

Renewal and voucher redemption dashboards.

Example

Back-to-back term handling and end-of-month rounding.

VIP Event Access'

Default Price

Web, POS, Reservations

Memberships

Tick to apply per ticket. In this example, we have ticked this option.

Ticket

£5 donation

Display name of the patronage.

Manages liability and financial accuracy.

Opt-in for newsletters at renewal.

The least number of ticket types required to activate the promotion

Memberships / Patronages / Vouchers

12 months (round to month end)

Museum finance reports auto-balance.

Vouchers

Entitlement Description

Discount Repeats per Max Limit

Field

Interval for reset, if applicable.

Example

Amount or percentage.

UK Fundraising

Resets over a chosen time frame (e.g. daily, weekly, monthly, or annually).

✅

Product affected by discount.

Unlimited

Application Limit

Secondary classification (e.g., region or department).

Example

Field

✅

Select Product

HMRC Gift Aid audit proof.

1 per week

Field

Example

Entitlement ID

Select the Ticket Types applicable to the Promotion

Sets applicable tax rate.

Limit per Ticket

£10 off / 20% off

Gift message, Order reference

/assets/family.png

Aligns marketing with financial periods and prevents over-discounting.

12-month gift voucher.

Limit per Period

Example

untick

Example

Voucher Refund Fee v1

Provides complete traceability for audits and governance.

2

Discount per Ticket

Ensures real-time reconciliation and consistent experience.

Patron and member data updated instantly.

Total Limit

Field

Renewal Period

Sales Channels

Depending on your choice, you enter your limit in the box underneath the three options

Description

Required

Field

Memberships

Max Included In Promotion

Analytics Tracking

Improves donor retention and early renewal flexibility.

Amendment Fees

Reset interval for limits.

£100 included

Renewal Logic

Donation (Optional)

Open within 1 month of expiry

Validity Period

Entitlement ID

Audit Trail

Image used in customer portals or confirmation emails.

Linked policy for changes/refunds.

Seasonal event offers.

Standard Membership Fee v1

Ferry staff discounts auto-apply at check-in.

Limit per Ticket

Restrict usage by ticket type.

Product eligible for discount.

Optional data fields.

Fixed or percentage.

HRP UK Supporters

Concession and corporate audit tracking.

Upgrades & Downgrades

✅

Explains purpose or donation tier.

Example

The maximum allowed for the promotion

Open 3 months before expiry

Per Ticket

Consent Management

✅

Track renewals by channel and voucher redemptions.

Configurable grace and renewal periods.

Charitable memberships and patronage donations.

Unified membership, donor, and voucher data.

Purpose

Entitlement Applies When Booking Between Dates

2

Min / Max Quantity

Number of uses allowed.

Redemption Control

POS Integration

Description

Any date, but only at Saturdays, as banquets are only on a Saturday

Sales Channels

Marketing consent for staff programmes.

Sales Channels

Min 1 / Max 2

Additional Fields

Duration of patronage entitlement.

Enables insights into campaign effectiveness and retention trends.

Application Limit

Capture purchaser or all names.

Default Price

Product linked to the Patronage.

Markets

12 months

Amendment Fees

Applies donation and tax rules to vouchers or donation-based sales.

Sort Order

Channels available for sale or renewal.

Discount per Ticket

Renewal open/close window.

Numeric discount.

Optional image for customer view.

0% (charitable donation)

Field

Optional

Preferred Recognition Name, Communication Preferences

Donation Included / Optional

Entitlement Title

Item linked to the voucher.

Discount amount.

Field

Applies per ticket or booking.

Readable name displayed in analytics.

6-week travel credit.

Text displayed in confirmation.

Integrated concession or sponsor revenue.

Guest Pass'

Min 1 / Max 2

N/A

Markets

This quantity range for the promotion to br applicable will apply to all ticket types and not just Wheelchairs

Delivers full lifecycle traceability and audit readiness.

Annual pass with future renewal pre-loaded.

Required

Grace Period

HRP UK / MLA Chelmsford

Staff travel benefit tracking.

Description

Records lifecycle actions (purchase, renewal, redemption, consent change).

Discount Value / %

Field

Promo_Voucher

Patronages

Base cost of membership.

Silver → Gold upgrade mid-year.

Donor_Tier

£50

Example

Reporting Code 2

A fixed total number of uses allowed across all bookings.

Optional details.

24 months

Gift Aid Configuration

Annual corporate travel sponsor.

Free guidebook or drink for members/patrons.

How long patrons can renew post-expiry.

£65 Card / £60 Direct Debit

Number of add-ons eligible.

Maximum Uses

✅

Min / Max Quantity

Image URL

Limit per Ticket

Enables tax reclaim on eligible donation.

Determines where it appears in listings.

Membership audit report, entitlement events table, and voucher usage reports.

Total patronage cost.

‘Bronze Patron’

1 per day

Gift Aid

Additional Fields

Restricts use by product, quantity, or period.

Extended Renewal Windows

Day / Month / Year

Donation Configuration

Description

Time Period

✅

Min Required To Activate Promotion

Supports optional or mandatory donations per tier.

Palace & Gardens Banquet'

Secondary classification.

Rolling commuter memberships.

Display name of the membership.

Entitlement Title

Select Add-on

Linked policy for refunds.

Entitlement Application Limits:

Memberships / Patronages / Vouchers

Free parking add-on for voucher holders.

Optional details.

Reporting Code 1

£50 Gift Voucher, Day Out Package

Optional

Label used to group entitlements for dashboards.

Reporting Code 1

Where voucher is valid.

2

Flexible, redeemable value or access tokens for gifts or promotions designed for smooth redemption across multiple channels.

Logs timestamped actions for each entitlement change.

Defines when the discount or entitlement can be used. Select a date range, and specific days of the week and even a time range

Enables redemption, scanning, and upgrade validation at point of sale.

Limits set in this block will apply on the ticket level

Template for refund rules.

Patron Access Control

Sort Order

In this example, we have could have instead unticked this option. Note, Discount Repeats per Max Limit disappears and the fields below appear

Aggregates performance, redemption, and renewal data across systems.

Ensures accurate accounting and tax reporting.

Marks donation as claimable.

Product affected by the limit.

Patronages

30 days

Number of times patron benefit can be used.

Coffee & Cake Combo'

Label used to group entitlements for dashboards.

Date of Birth, Contact Number

Image URL

Add a new record and select the Ticket Type(s) available for the Products selected above

£500 annual

Description

Gift Aid

2 Adults, 2 Children'

‘Family Membership’

Event-Driven Reporting

2

Prevents misuse while maintaining donor recognition.

Memberships / Patronages

✅

Optional

Unique reference for APIs, CRM, and reporting.

Analytic Tag

Image URL

Reporting Code 2

Description

7 guest tickets per day

Web, POS, Reservations

Handles independent consent for current and future terms.

Field

Min / Max Quantity

Amendment Fees

Field

£50 Gift Voucher 2025'

Field

HRP_GiftVoucher2025

Memberships

Adds donation element.

Extension window for reissue.

Maximum Uses

Validity Period

Analytics Tracking

Description

Sale price of voucher.

Term-Level Management

Secondary classification (e.g., region or department).

Field

Analytic Tag

Quantity rules for discount application.

Time after expiry for renewal.

Log in to your account to activate membership.'

Grace Period

Voucher name displayed to users.

Field

Analytic Name

Apply discounts per eligible ticket.

Day / Month / Year

Defines the booking period during which the discount can be purchased or applied.Select a date range, and specific days of the week and even a time range

Determines menu order.

Optional

Analytic Tag

Patronages

Month

20%

Financial Integration

Supports bundled offers and cross-selling.

Memberships / Patronages / Vouchers

Type

Optional image or badge for online display.

Primary classification for finance.

Description

Description

Monthly travel pass with overlapping billing.

Admission Ticket'

✅

QTY to Discount

100% (free)

Ongoing or renewable subscriptions offering defined access or benefits and Gift Aid eligibility and long-term engagement.