Process vouchers at POS

This topic covers:

• Selling gift cards at your retail checkout counter
• Processing voucher payments for in-store purchases
• Checking voucher balances for walk-in customers

Before you can sell or accept vouchers at the POS, your store must be configured to use vouchers and you need at least one voucher product. For online redemption and balance tracking, see Managing and spending vouchers.

Sell vouchers in-store

Ensure the transaction is fully completed and paid before providing the voucher code to the customer.

1. In your POS terminal, add the voucher product to the customer’s transaction.
2. Select or enter the voucher amount (e.g., $25, $50, $100).
3. Complete the sale and finalize the transaction, as you would for any other product. The system will automatically generate a unique voucher code.
4. Write or print the voucher code clearly on the physical gift card.
5. Provide the physical gift card to the customer.
6. Inform the customer of:
   • The voucher balance
   • Expiry date (if applicable)
   • Where the voucher can be used (single store, store group, or any location)
   • How to check their balance online at https://your-store-domain.com/check-voucher

Accept a voucher at checkout

1. Go to the checkout after finalizing the sale.
2. Select Voucher as the the payment method.
3. Enter the voucher code in the Code field.

4. This validates the voucher status, balance, and expiry date.

   

5. If the voucher is PIN-protected, enter the PIN when prompted. The voucher will not be applied until the correct PIN is entered.
6. Enter the amount of the voucher that the customer wants to use. This can be the total voucher amount, or any partial sum.

7. Select Take [Amount].

   

8. If the voucher amount is more than the total purchase, complete the transaction and return the voucher to the customer so they can present it again for a future purchase.
9. If the voucher amount is less than the total purchase, select another payment method for finalizing the transaction.

Check a voucher balance in-store

1. Ask the customer for their voucher or voucher code.
2. Enter the code into the POS system’s lookup function.
3. The system displays:
   • Current voucher balance
   • Original voucher value
   • Expiry date (if applicable)
4. Inform the customer of their current balance and any relevant expiry information.

Voucher security

• Protect codes: Never share voucher codes except with the intended recipient
• Verify identity: Always verify customer identity when replacing lost vouchers
• Watch for fraud: Be alert for suspicious redemption attempts
• Secure cards: Keep blank gift cards in a secure location

Issues that may require escalation

You may need to refer to your manager if any of the following happens.

• Voucher code not found in system
• Customer disputes expiry or balance
• Voucher restriction issues
• Lost voucher replacement requests
• Any technical system errors
• Suspected fraud