# Manage Voucher Orders (/how-to/promotions/manage-voucher-orders) Every [Activity Voucher](/docs/promotions/activity-vouchers) 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 [#find-an-order] 1. In the sidebar, click **Resources**, then **Activity Vouchers**, and open the promotion. 2. 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. 3. 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 [#resend-voucher-codes] Use this when the customer cannot find the email. 1. On the order page, click **Resend Vouchers**. 2. 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 [#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. 1. On the order page, under **Purchase refunds**, click **Refund vouchers**. 2. Tick each voucher to refund. Ineligible vouchers cannot be selected. 3. Under **Customer fees**, choose **Return original customer fees** or **Retain original customer fees**. The voucher price and its original taxes are always returned. 4. 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. 5. Enter a **Reason for refund** and click **Review refund**. 6. 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](/how-to/payments/issue-a-refund). Refunds made in the Stripe dashboard [#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.