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 begin

• Your store must be configured to use vouchers.
• You need at least one voucher product.
• To sell pre-printed gift cards, an Asset record must already exist in Salesforce for every physical card, with the card’s number stored in Serial Number.

For online redemption and balance tracking, see managing and spending vouchers.

Sell vouchers in-store

How a sale works at the register depends on whether the voucher product has Voucher Uses Assets selected. Check the product configuration before you start, because the two flows differ.

Make sure the transaction is fully completed and paid before you give the voucher code to the customer.

Sell a voucher that generates its own code

Use this flow for voucher products that do not have Voucher Uses Assets selected. StoreConnect generates the code after the sale.

1. In your POS terminal, add the voucher product to the customer’s transaction.
2. If the product offers a choice of amounts, select a preset amount or enter a custom amount.
3. Add a customer to the transaction. POS blocks checkout with the message “A customer is required for vouchers that auto-generate a code or PIN.” until you do.
4. Complete the sale and finalize the transaction, as you would for any other product.
5. Tell the customer their voucher will arrive by email once the order is processed.

:::note The code for this type of voucher is not available at the register and is not printed on the receipt. StoreConnect creates the voucher once the order reaches the status set in Deliver Vouchers At Order Status on the Store record, then emails it to the customer using the product’s Voucher Email Template. :::

Sell a pre-printed gift card

Use this flow for voucher products that have Voucher Uses Assets selected. Each physical card is an Asset record in Salesforce, and the card’s Serial Number becomes the voucher code.

1. In your POS terminal, add the voucher product to the customer’s transaction. The Enter voucher code screen opens.
2. Scan or type the number printed on the physical card. POS shows “Voucher found” when the card is available to sell.
3. If the product offers a choice of amounts, select a preset amount or enter a custom amount.
4. Select Add to cart.
5. If POS asks for a customer, add one. This happens when the card does not already carry an activation code or PIN that the product requires, because StoreConnect generates the missing value and needs a recipient to send it to. A card that already carries everything the product requires can be sold to a walk-in customer with no account.
6. Complete the sale and finalize the transaction.
7. Hand the physical card to the customer. The number already printed on the card is the voucher code, so there is nothing to write down.

:::note One physical card is one line on the transaction, so the quantity picker is hidden for these products. To sell several cards, scan each one separately. :::

If a card will not scan

Message	What it means
Item with voucher code could not be found.	No Asset record matches that number for this product. The card was never loaded into Salesforce, or the number was mistyped.
Voucher is no longer available.	The card has already been sold, or a voucher already exists for it.
Item with serial number is already in the cart.	The same card is already on this transaction.
Device offline.	The register has lost its connection. See the warning below.

:::warning Pre-printed gift cards and vouchers that offer a choice of amounts cannot be sold while the register is offline, because POS has to check the card and the price against Salesforce first. Add to cart stays disabled until the connection returns. A voucher product with a single fixed price and no asset backing can still be sold offline. :::

After the sale

Tell the customer:

• 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