✨ Please note: Vouchers are only available on the Standard plan or above. Not on the Standard plan? View our voucher workaround.
Offering vouchers to your customers is a great way to increase sales whilst allowing customers to gift an event without purchasing a specific ticket.
This article covers:
How to set up a voucher
💡 Vouchers require an active payment provider on your account (Stripe, PayPal or WorldPay). You cannot take offline payments for vouchers.
Once you've set up and activated your payment provider:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select Create a new voucher:
Name your voucher:
The name you add appears to your customers on your public page and on the voucher that they receive via email.
Add a Description:
For example:
Add the details of the terms and conditions
Add how the customer can redeem the voucher, i.e. which schedule page (if you have multiple pages).
Adding an image to the description
You can use formatting to add an image to the voucher description on the public page. For example:
After you have uploaded the image file, right-click the hyperlink below your uploaded file and select Copy link address:
Code example:
Full image code example:
Add the voucher value under Amount:
The minimum amount you can enter is £1.
Select which pages you'd like your voucher to be available on for purchase and redemption by checking/unchecking the relevant boxes under Restrictions:
If a voucher is purchased on one schedule page, it will be available to use on all schedule pages selected within these settings.
Vouchers do not automatically apply to new schedule pages that you add or duplicate. Please double-check your settings when/if you add a new page to your account.
Add the voucher validity. You can choose two options: set period or forever:
Set period from purchase: Enter a number in the blank field and select days, weeks, months, or years from the drop-down menu. This sets how long the voucher remains valid.
Forever: The voucher never expires.
Add how many vouchers you'd like to sell in the Number available field:
Leave blank for no restriction.
Restrict when the voucher will be available for purchase by adding an 'available from' date and an 'available until' date by selecting Set date and choosing the date from the calendar pop-up:
Once you're ready to create the voucher, select Create voucher:
💡 Important notes:
Legal criteria for vouchers vary from country to country. Please check the consumer rights for your country/area to ensure you are within the law. For example, those in Ireland need a minimum of 5 years expiry.
Once you’ve created a voucher, its validity cannot be changed. If you need to update it, please create a new voucher and unpublish this one.
Voucher Design
💡 We don't currently offer voucher customisation, such as uploaded designs or logos.
Customers will receive a standard voucher PDF:
Editing a voucher
To edit a voucher:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select View next to the voucher you'd like to edit:
Select Edit details:
You can edit the following details for your voucher:
Description
Schedule page where the voucher is available
Number of vouchers available for purchase
Availability restrictions
💡 Please note:
Once the voucher is created, you cannot edit the name, price, or validity.
Removing a schedule page under Restrictions will prevent any previously purchased vouchers from being redeemed on that schedule.
To make a voucher unavailable on a single schedule page, please unpublish it instead.
Publishing/unpublishing a voucher
To publish/unpublish a voucher:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select View next to the voucher you'd like to edit:
Select Edit details:
Use the Published toggle in the top right-hand corner of the voucher setup:
💡 Please note: Unpublishing a voucher means the voucher will no longer appear on your public page for new customers to purchase, but existing voucher holders can still redeem their vouchers.
Re-ordering vouchers
Re-ordering your vouchers amends the order in both the editing and public page views. To do this:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select the Options drop-down menu, then Reorder vouchers:
Use the handle to drag and drop the vouchers in your required order:
Select Save order when you are ready to save your changes.
Managing purchased vouchers
💡 Please note: Voucher purchasers can’t cancel their vouchers. If you would like to offer voucher refunds, you can revoke the voucher and refund as needed.
To manage your purchased vouchers:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select View next to the voucher you'd like to manage:
Issued vouchers
If you have sold any vouchers, a list of issued vouchers will appear. The list includes the following details:
Booking reference for the purchased voucher
Date issued
Expiration date
Remaining balance
Status (whether the voucher has been used)
You can also review the individual voucher, booking and customer associated with the voucher by selecting the three dots next to each one:
Audit trail
Under Timeline, you'll find a date and time trail that tracks the following actions related to the voucher:
When the voucher was purchased
When it was redeemed against specific events or passes
If and when the voucher was revoked
Balance checker
Customers can redeem their vouchers in stages and do not need to redeem them in one go. They can check the balance of the voucher using the following link:
This opens a Check your voucher balance screen, where they can type their voucher code into the field and select Check balance:
Alternatively, you (the admin) can check the balance from your admin page by selecting the three dots next to the purchased voucher, then View issued voucher:
You can review the Opening balance, Balance redeemed and Remaining balance of the voucher:
Reporting
To download your purchased voucher report:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select Options, then Download purchased vouchers:
This downloads a .csv file, which you can open using your preferred method, such as Excel or Numbers. The report includes:
Voucher name and value
Booking reference and URL
Purchase date and expiry
Customer name and email
Refunding a voucher purchase
💡 Please note: Cancelling a voucher-purchased ticket will not automatically return the voucher amount.
To locate issued vouchers:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select View next to the relevant voucher:
The issued vouchers appear in list form under Issued vouchers:
There are two steps in refunding a voucher purchase:
First, refund the customer directly from your online payment provider (Stripe/PayPal/WorldPay)
You can then revoke their voucher on Bookwhen.
💡 Voucher bookings do not show in the Bookings tab (unless the customer purchased a ticket alongside the voucher).
Deleting and revoking vouchers
Deleting a voucher
To delete the voucher:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select View next to the voucher you'd like to delete:
Then Delete this voucher:
💡 Please note: Once you issue a voucher, you can only archive the voucher offer. Archiving keeps active vouchers redeemable but removes the voucher from your public page, preventing new purchases.
Revoking a voucher
⚠️ Please be sure to check the consumer rights of your country before revoking a voucher.
To revoke a voucher:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select View next to the voucher you'd like to revoke:
Scroll down to the Issued vouchers section and select the three dots next to the voucher you'd like to revoke, then View issued voucher:
Select Revoke this issued voucher:
Once revoked, the customer will no longer be able to redeem their voucher.
💡 Please note:
You cannot bulk-revoke vouchers
Revoking a voucher does not inform the customer. If you wish to inform the customer, please contact them separately.
Viewing revoked vouchers
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select View next to the voucher you'd like to revoke:
Scroll down to the Issued vouchers section and select Show revoked issued vouchers:
Selecting Show revoked issued vouchers adds any revoked vouchers back into the Issued vouchers list and includes the revoking information:
Revoked vouchers also show in the booking. For example:
Re-activating a voucher
To re-activate the voucher so the customer can redeem it again:
Select Packages & Discounts, then Vouchers from the left-hand menu on your account.
Select View next to the voucher you'd like to re-activate:
Scroll down to the Issued vouchers section and select the three dots next to the voucher, then View issued voucher:
Scroll down and select Reactivate this issued voucher:
Restrictions
Voucher limitations
Vouchers cannot be used to purchase other vouchers.
Vouchers can only be restricted by a scheduling page, not a specific entry.
Discount codes do not apply to voucher purchases. If a customer buys a ticket and a voucher in the same transaction, the discount code will only apply to the ticket.
Membership payments
Customers can use a voucher for the initial payment of a membership.
If a voucher covers the full cost, card details are still required at checkout to set up future subscription payments. The membership activates once the booking is complete.
Abandoned checkouts automatically clear after 5 days to prevent unintended active subscriptions.
Booking process
The payment stage cannot be skipped when booking on behalf of a customer.
VAT and Vouchers
If you use our VAT functionality, VAT is added only when a customer purchases a gift card, not when they redeem it. This follows EU guidelines for gift vouchers.
There are two types of vouchers:
Single-Purpose Voucher: Used for goods or services with a known place of supply. VAT is applied at the time of purchase.
Multi-Purpose Voucher: Can be used for various goods or services. VAT is applied when the voucher is redeemed.
💬 Any questions or feedback? There are two ways to get in touch:
For a quicker response, please contact us via live chat on our homepage or your account.
Or send us an email
Thank you! 🕺
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