Refunding Gift Vouchers

You can refund a Gift Voucher in the same way as you refund any other Order in your Spektrix system. Gift Voucher purchases are stored in the Order History of a Customer Record.  Before you perform a Gift Voucher refund, check your refunds policy with your Finance Team.

Before you read this article, make sure you are familiar with:

• Setting Up and Managing Gift Vouchers
• Selling Gift Vouchers
• Introduction to the Customer Record

Refunding an Unredeemed Gift Voucher

You can refund an unredeemed Gift Voucher as long as it hasn’t expired. If a Gift Voucher has expired and you want to honour its value, read Expired Gift Vouchers for more information.

To refund an unredeemed Gift Voucher, follow these steps:

1. In the Sales Interface, click Orders:

   
   

2. Type the Order Number of the Order you want to refund. Click Search:

   
   

3. If you don't have the Order number, click Customers, then search for the Customer by typing their last name, first name (or initial). Next, select the Customer and click on Orders.
4. Click on the Order you want to refund:

   
   

5. Under Other Items, select the Gift Voucher and click Return:

   
   

6. In the New Transaction pop-up, choose Phone, Counter or Web depending on how the Gift Voucher was purchased:

   
   

7. Click the Refunds tab and then select the Refund type. This should match the original payment method:

   
   

8. Check the refund Amount and click Ok:

   
   

   
   
   

9. Click Confirm:

   
   

10. In the Information pop up that appears, choose whether to send a confirmation email for the transaction:

    
    

Refunding Account Credit from a Redeemed Gift Voucher

When a Gift Voucher is redeemed, it is added to the recipient’s Customer Record as Account Credit. Check with your finance team, before refunding Account Credit.

TIP: You won’t be able to issue a card refund when refunding Account Credit.

To refund Account Credit, you’ll need to refund to Cash, or a Custom Payment Type to account for the refund in Spektrix. You’ll then need to refund the amount to the Customer manually outside of Spektrix - for example via BACS, Cheque etc. Read Custom Payment Types for more information.

To refund a redeemed Gift Voucher, follow these steps:

1. In the Sales Interface, click Customers:

   
   

2. Search for the Customer Record containing the Account Credit from the redeemed Gift Voucher. You can search using any of the following fields:
   • Name: Type the Customer’s surname followed by a comma and their first name or initial.
   • Customer Id: If you know the Customer Id, type this in the Customer Id field
   • Postcode/Zip code: Enter the Customer’s Post Code/Zip Code in full
   • Email: Enter the Customer’s email address in full
3. Click Search:

   
   

4. Select the Customer Record:

   
   

5. Scroll down to the bottom of the Customer Record and click Credit/Vouchers where you'll see a record of the redeemed Gift Voucher:

   
   

6. Scroll to the top of the Customer Record and add the Customer to the Basket/Cart by clicking the blue Basket/Cart icon:

   
   

7. In the New Transaction pop-up, choose Phone or Counter:

   
   

8. Click Payments:

   
   

9. Click the Credit, deposit & vouchers tab and select Use customer’s credit / vouchers:

   
   

10. Enter the Amount to refund and a Reference (optional), then click Confirm:

    
    

11. Click on the Refunds tab and select your refund method:

    
    

12. In the Payment Options screen, check the Amount to Refund is correct and click Ok:

    
    

13. Click Confirm:

    
    

14. In the Information pop up that appears, choose whether to send a confirmation email for the transaction:

    
    

REMINDER: You’ll then need to refund the amount to the Customer manually outside of Spektrix - for example via BACS, Cheque etc. Read Custom Payment Types for more information.

You now have the information to refund Gift Vouchers.