Sell and redeem a voucher

Use vouchers when customers buy value or a ticket product that can be redeemed later.

This article covers the user workflow: create the voucher setup, make it sellable, test the purchase, test redemption, and know what to check when redemption fails.

Before you start

Confirm:

what the voucher is worth or what it can be redeemed for
whether it is sold online, at the POS, or both
whether the voucher should create a ticket, a value code, or a specific redeemable offer
whether the voucher has an expiration rule
which payment and confirmation emails should be used

Create or open the voucher

In the back office, open Services > Vouchers.
Open an existing voucher or create a new one.
Enter the customer-facing Name and Description.
Add an image if the shop should show one.
Configure checkout policy only when the voucher should behave differently from the shop default.
Save the voucher.

Review the canonical checkout policy options before overriding the shop default.

Voucher editor in the back office — Use the voucher editor to review customer-facing name, description, image, checkout behavior, and publish state before selling vouchers.

Make the voucher sellable

Check:

price and value are correct
the voucher is assigned to the intended sales channel
the voucher is visible on the intended shop page or POS offer list
the voucher is not archived or hidden unintentionally
confirmation email and voucher output are clear

Test purchase and redemption

Buy the voucher through the same channel customers will use.
Confirm the order, payment state, and voucher code or document.
Open the public shop redemption path.
Enter the voucher code.
Select the redeemable offer, date, time, and quantity.
Confirm that the voucher value or entitlement is applied before checkout is completed.

Online shop voucher redemption page — Use the redemption flow to confirm the voucher code is accepted and applied to the intended customer purchase.

Expected result

The customer can buy a voucher, receive the correct voucher output, enter the code during redemption, and see the expected value or entitlement applied to the new order.

Troubleshooting

Problem	What to check
Voucher is missing from the shop	Sales channel, page builder offer list, publishing, hidden state, price, and voucher page activation.
Voucher code is not accepted	Code spelling, expiration, redeemed state, payment state of the original order, and whether the voucher belongs to this shop.
Redemption adds the wrong item	Voucher configuration, redeemable offer, required options, date/time selection, and cart contents before applying the code.
Voucher value is not deducted	Voucher state, value, selected offer eligibility, payment failure, duplicate cart rows, and whether the voucher was already consumed.
POS cannot redeem the voucher	POS setup, sales channel, voucher recognition, and whether the voucher type is supported at that POS.