Manage Voucher Orders
How to look up an Activity Voucher purchase, resend voucher codes and refund unused vouchers.
Every Activity Voucher purchase is an order under its promotion. From the order you can see each code's state, resend the voucher email and refund unused vouchers.
Find an order
- In the sidebar, click Resources, then Activity Vouchers, and open the promotion.
- Open the Orders & Vouchers tab. Each row shows the purchaser, number of vouchers, order total, payment and fulfillment status, and purchase date. Use the filter box to narrow the page by purchaser or order ID.
- Click the order.
The order page shows:
| Section | Contents |
|---|---|
| Header | Purchaser, purchase date, order total, and badges for payment status, fulfillment status, an open dispute, and Gift when the vouchers were sent to someone other than the purchaser. Resend Vouchers and View Purchased Terms live here. |
| Summary tiles | Vouchers issued, how many are still available (and how many a checkout is holding), how many have been redeemed or forfeited, and the amount refunded against the amount captured. |
| Vouchers | Each code masked to its ending characters with one state: Available, Reserved (held by an unfinished checkout), Redeemed, Forfeited, Refund pending, Refunded, Suspended or Voided. A redeemed code links to the booking it was used on with the departure date and time. Each row also shows when it was issued, its price, tax and fee split, and any amount refunded. Full codes are never shown in the dashboard. |
| Refunds | Refund requests and their history. |
| Activity | A timeline of everything recorded against the order: creation, payment, issue, checkout holds and releases, redemptions, refunds, resends, booking cancellations and edits. Dashboard actions show the staff member who made them and any reason entered. |
| Customer | Purchaser name and email, a link to the CRM customer record when one is linked, and the gift recipient when the vouchers went to someone else. |
| Payment | Price × quantity, taxes, customer fees and order total; then captured, refunded, charged back and the net collected. The Stripe payment ID and order ID can be copied for support. |
| Promotion | The promotion the order was placed under, what each voucher covers, the valid departure window and the book-by deadline, as purchased. View full purchased terms opens the complete terms in force when the order was placed. |
| Delivery | Each email attempt with recipient, status, when it was sent or queued, and any failure reason. |
Order statuses:
| Status | Meaning |
|---|---|
| Pending / Processing | Payment not yet confirmed. Unpaid orders expire after 20 minutes. |
| Paid | Payment confirmed. Refunded or Partially refunded is shown once refunds complete. |
| Failed / Canceled | No vouchers were issued. |
| Issued | Codes have been created and emailed. |
| Needs review | Payment was received but the order is held (dispute, chargeback or an unexplained refund on the payment). Codes are suspended until the payment is clean again. Check the payment in Stripe. |
Resend voucher codes
Use this when the customer cannot find the email.
- On the order page, click Resend Vouchers.
- The button changes to Delivery Queued and a new row appears under Delivery.
The email goes to the original recipient (the gift recipient if one was given, otherwise the purchaser) and contains every code that is still usable. Codes that are redeemed, forfeited, refunded or restricted are left out. You can resend once per minute per order. Resending never creates new codes.
If a delivery shows Failed after repeated attempts, fix the cause (usually a bad address) and resend.
Refund unused vouchers
You need to be an Administrator. Only vouchers that are Available and not reserved by a checkout can be refunded. Redeemed vouchers must first be released by cancelling their booking under a policy or exception that restores them.
- On the order page, under Purchase refunds, click Refund vouchers.
- Tick each voucher to refund. Ineligible vouchers cannot be selected.
- Under Customer fees, choose Return original customer fees or Retain original customer fees. The voucher price and its original taxes are always returned.
- Leave Return the proportional platform fee to the operator ticked unless your agreement says otherwise. This affects the platform fee only, not the customer's refund.
- Enter a Reason for refund and click Review refund.
- Check each voucher's breakdown and the Total to customer, then click Confirm refund.
The refund goes to the original card and appears under Refund history. The selected vouchers move to Refund pending and become Refunded when the payment provider confirms. Amounts are fixed by the original purchase allocation; you cannot refund a different amount or today's price.
- While a refund is Pending or Processing, no other refund can be started on the order. Use Refresh refund status to check.
- If the confirmation is interrupted, use Check refund status or Retry same refund. The request is saved in your browser tab. Do not start a new refund to work around an unconfirmed one.
- A Failed or Canceled refund returns no money and the vouchers become available again.
Refunding a voucher purchase does not touch payments made on a booking, and cancelling a booking does not refund the voucher purchase. Booking payments use the normal refund flow.
Refunds made in the Stripe dashboard
A refund issued directly in Stripe is detected by Resytech. Because it is not tied to specific vouchers, the order is marked Needs review and its unused codes are suspended until the amounts reconcile. Prefer refunding from the order page so each voucher is accounted for.