Reservations – Selling Vouchers

Gift Vouchers, Value Vouchers & Promotional Credits

Introduction

Vouchers are flexible entitlements used for gifts, promotions, partner schemes, and pre-paid value. They may represent monetary credit, provide access to a specific product, or act as promotional offers.

In the Reservations Portal, Vouchers appear under Entitlements, alongside Memberships and Patronages.

This guide explains how to sell vouchers in the Reservations Portal, using a clear, step-by-step process that applies to both Attractions and Travel organisations.

Note on Voucher Products

The voucher products displayed depend on your organisation’s configuration. Attractions and Travel setups may offer different voucher types, names, values and payment methods; however, the selling process is identical across both domains.

This document covers:

• Selecting and adding a voucher
• Gift vs. personal vouchers
• Capturing purchaser and recipient details
• Gift Aid (if applicable)
• Payment options (Card, Email, Invoice, External)
• Order confirmation
• Managing and updating vouchers
• Cancelling vouchers
• Troubleshooting
• Best Practice
  

Why It Matters

Vouchers support a wide range of use cases, including:

• Gift purchases
• Promotional campaigns
• Corporate partnerships
• Membership gifting
• Advance revenue generation

When sold correctly, vouchers ensure:

• Accurate delivery
• Clean customer records
• Correct financial handling
• Smooth redemption
• Clear liability tracking

Accurate information at the point of sale ensures customers and recipients can redeem vouchers easily and confidently.

Step-by-Step: Selling a Voucher

1. Start a New Order

• From the Reservations landing page, click New Order.
• You will see navigation buttons:

Admissions | Events | Passes | Entitlements | Other

• Select Entitlements.

Image Placeholder: New Order → Entitlements navigation screenshot

• A toggle appears in the top right:
• Place Order On Behalf: Use this when completing the order for someone else (e.g., agents, partners, etc).

2. Choose Vouchers

• Click Vouchers.
• A list of available voucher products appears.

These differ depending on your organisation’s configuration, but the screen behaves the same.

Image Placeholder: Voucher product tiles – different voucher types

3. Select a Voucher

• Click on the voucher tile you want to sell.
• Each tile displays:
• Value or benefit
• Voucher type (monetary, product-specific, experience, promotional)
• Validity
• Redemption rules
• Any included donation (rare)

Image Placeholder: Selected voucher tile

4. Add to Cart & Checkout

You may:

• Add the voucher to the cart
• Apply a promo code or voucher
• Proceed to checkout immediately

Promo codes and vouchers can be entered in the cart before continuing.

If valid, the discount or credit will be applied automatically.

Only one voucher can be added per order.

The Cart appears on the right-hand side throughout the process.

Mixed Orders When Purchasing a Voucher

Vouchers cannot be purchased alongside other entitlements or tickets.

If your cart contains other items when you select a voucher, a message will appear:

'Mixed orders are not supported when purchasing an entitlement. To continue, we must remove all items from your cart.'

You can choose to:

• Clear the cart and continue with the voucher
• Cancel and keep your existing cart items

Image Placeholder: Clear cart modal

Image Placeholder: Cart displaying voucher product and promo/voucher field

• Click Checkout to continue.

5. Gift Aid (Only if Applicable)

Most vouchers do not include a donation component.

If your organisation offers vouchers that include voluntary or included donations, a Gift Aid pop-up will appear.

Image Placeholder: Gift Aid prompt

The customer must choose:

• Yes, claim Gift Aid
• No, don’t claim Gift Aid

If the voucher has no donation, Gift Aid will not appear.

6. Enter Purchaser & Recipient Details

The details captured will differ depending on whether the voucher is:

Personal Voucher

Only purchaser details are needed.

Gift Voucher

Purchaser and recipient details may be captured.

Purchaser Details (Required)

• First Name
• Last Name
• Email
• Phone Number
• Billing Address
• Agreement to Terms & Conditions
  

Recipient Details (If configured)

• Recipient Name
• Recipient Email (for digital delivery)
• Gift message (optional)

The Order Summary on the right remains visible throughout.

Image Placeholder: Voucher purchaser and recipient details

• Click Continue to payment.

7. Payment Options

The Payment screen displays all payment methods enabled for your organisation.

Image Placeholder: Payment Options screen

⚠ Important Note:

Payment types are agreed during onboarding and configured in each client’s Expian setup file.

Only the payment methods enabled for your organisation will appear here.

Available Payment Methods Include:

Via Card (DNA Payments)

Opens a secure form for card payments.

Image Placeholder: DNA payment form

Via Email

Sends a time-limited payment link (15 minutes or 2 hours).

The order remains in Draft until paid.

Image Placeholder: Payment via Email expiry dropdown

Image Placeholder: Email payment link sent confirmation

Via Invoice

Used for corporate or agreed invoice-based arrangements.

External / Later External / On Day

Used when payment is taken outside the system.

Direct Debit

Not available for vouchers, as vouchers must be paid in full at purchase.

8. Order Confirmation

After payment is completed:

• A confirmation email is sent to the purchaser and/or recipient
• Voucher becomes Active immediately
• Voucher code and PDF are available in View Order Details
• Staff can resend or reprint vouchers

Image Placeholder: Order Confirmation screen – voucher example

Redeeming a Voucher (High-Level Overview)

Vouchers can be redeemed in several locations:

• Online checkout
• Reservations flow
• POS
• Customer account (if enabled)
  

Applying a Voucher

1. Go to the Cart
2. Enter the Voucher ID
3. The system validates:
• Expiry
• Remaining value
• Product eligibility

Outcome:

• If the voucher covers the full cost → checkout completes
• If it covers part of the cost → remaining balance must be paid

Managing a Voucher After Purchase

From View Order Details, staff can:

• Re-send voucher email
• Re-print voucher
• View voucher value and history
• Cancel the voucher
• Process refunds (automatic or manual)

Cancelling a Voucher

To cancel:

1. Select Cancel Order
2. Choose refund type:
• Automatic refund (returns funds to original payment method)
• Manual refund (processed externally)

The voucher becomes Cancelled and cannot be redeemed.

Important Notes

• Promotional vouchers often hold no monetary value and may not be refundable.
• Always follow your organisation’s refund policy.

Best Practice

• Confirm whether the voucher is a gift or personal purchase.
• Ensure purchaser and recipient email addresses are accurate.
• Clearly explain voucher value and expiry rules.
• Encourage customers to keep their voucher code secure.
• Use Re-send Confirmation for lost vouchers.
• Do not promise expiry extensions unless policy allows.
• Use Notes only when meaningful and necessary.

Troubleshooting

Voucher shows “Invalid”

Causes:

• Expired
• Fully redeemed
• Wrong code
• Product not eligible
• Voucher cancelled

Fix: Check details in View Order Details.

Voucher email not received

Fix:

• Confirm email
• Ask customer to check spam
• Re-send Confirmation
• Print voucher from order page
  

Voucher value not applying

Causes:

• Not valid for selected product
• Already partially used
• Donation-only component (non-redeemable)
• Currency mismatch

Fix: Review voucher configuration.

Summary

Expian provides a clear, structured voucher-selling process that applies across both Attractions and Travel organisations.

Selling vouchers correctly ensures:

• Smooth customer and recipient experience
• Accurate financial handling
• Clean customer records
• Reliable redemption and expiry tracking

The Reservations Portal supports multiple voucher types, payment methods, and delivery options, making it flexible for gifting, promotions, and pre-paid value schemes.

Feature Highlights Appendix

Supports troubleshooting

Prevents data errors

Restricts checkout to a single entitlement

Capture separate details

What It Does

Product-specific vouchers

Voucher is usable instantly

Purchaser & recipient fields

Feature

One voucher per order

Shows usage and remaining value

Downloadable PDF

Supports gifting & advance revenue

Act as prepaid digital credit

Multi-channel redemption

Ensures compliance & consistency

Perfect for last-minute gifting

Applies configured validity period

Customer convenience

Enhances gifting experience

Gift messaging

Expiry handling

Printable and shareable format

Immediate activation

Ideal for promotions & marketing

Grant free/discounted access

Redemption history

Flexibility for customers

Monetary value vouchers

Supports different purchasing journeys

Payment methods (configured)

Card, Email, Invoice, External

Online, POS, Reservations

Ensures correct delivery & clean records

Allows personalised messages

Why It Matters