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Vouchers

Learn how to create and manage your voucher offers

Anni avatar
Written by Anni
Updated today

✨ 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:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Voucher screen with an arrow pointing at the 'Create a new voucher' button

  3. Name your voucher:

    Voucher setup screen with arrow pointing at the 'Name' field

    • The name you add appears to your customers on your public page and on the voucher that they receive via email.

  4. Add a Description:

    Voucher setup screen with an arrow pointing at the 'Description' field

    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).

  5. Add the voucher value under Amount:

    Voucher setup with an arrow pointing at the 'Amount' field

    • The minimum amount you can enter is £1.

  6. Select which pages you'd like your voucher to be available on for purchase and redemption by checking/unchecking the relevant boxes under Restrictions:

    Restrictions section within voucher settings showing different schedule pages and corresponding checkboxes

    • 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.

  7. 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.

    Valid until section of the voucher setup with an arrow pointing at the 'Voucher expires after' field

  8. Add how many vouchers you'd like to sell in the Number available field:

    Availability section of the voucher setup with an arrow pointing at the 'Number available' field

    • Leave blank for no restriction.

  9. 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:

    Available to buy from section with an arrow pointing at the calendar selector.

  10. Once you're ready to create the voucher, select Create voucher:

    Voucher setup with an arrow pointing at the 'Create voucher' button

💡 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:

A visual image showing how the voucher appears showing a card with a ribbon around it


Editing a voucher

To edit a voucher:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select View next to the voucher you'd like to edit:

    Vouchers screen with an arrow pointing at the 'View' button

  3. Select Edit details:

    Voucher overview with an arrow pointing at the 'Edit details' button

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.

  • If you remove a schedule page under Restrictions, any previously purchased vouchers will no longer be redeemable on that schedule.
    If you have only one schedule page and want to make the offer unavailable, we recommend unpublishing the voucher instead.


Publishing/unpublishing a voucher

To publish/unpublish a voucher:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select View next to the voucher you'd like to edit:

    Vouchers screen with an arrow pointing at the 'View' button

  3. Select Edit details:

    Voucher overview with an arrow pointing at the 'Edit details' button

  4. Use the Published toggle in the top right-hand corner of the voucher setup:

    Voucher setup page with an arrow pointing at the 'published' toggled

💡 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:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select the Options drop-down menu, then Reorder vouchers:

    Vouchers page with an arrow pointing at 'Reorder vouchers' within the 'Options' drop-down menu

  3. Use the handle to drag and drop the vouchers in your required order:

    Reorder vouchers screen with an arrow pointing at the 3-lines next to the voucher name

  4. Select Save order when you are ready to save your changes.


Managing purchased vouchers

To manage your purchased vouchers:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select View next to the voucher you'd like to manage:

    Voucher screen with an arrow pointing at the 'View' button

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)

Issued vouchers screen with the booking reference, issued date, expiry date, remaining balance and use status highlighted

You can also review the individual voucher, booking and customer associated with the voucher by selecting the three dots next to each one:

Issued vouchers list with an arrow pointing at the 3-dot menu next to each voucher


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

Timeline section of the voucher overview showing the audit trail


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:

Check your voucher balance screen with an arrow pointing at the 'Voucher code' field

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:

Issued vouchers list with an arrow pointing at the three dots next to each voucher

You can review the Opening balance, Balance redeemed and Remaining balance of the voucher:

Issued voucher overview with the Opening balance, Balance redeemed and Remaining balance sections highlighted


Reporting

To download your purchased voucher report:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select Options, then Download purchased vouchers:

    Vouchers screen with an arrow pointing at the 'Download purchased vouchers' option within the 'Options' drop-down menu

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:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select View next to the relevant voucher:

    Voucher screen with an arrow pointing at the 'View' button

  3. The issued vouchers appear in list form under Issued vouchers:

    Voucher screen with an arrow pointing at the 'Issued vouchers' section

There are two steps in refunding a voucher purchase:

  1. First, refund the customer directly from your online payment provider (Stripe/PayPal/WorldPay)

  2. 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:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select View next to the voucher you'd like to delete:

    Voucher screen with an arrow pointing at the 'View' button

  3. Then Delete this voucher:

    Voucher screen with an arrow pointing at the 'Delete this voucher' button

💡 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.

Issued voucher screen with an arrow pointing at the 'Archive this voucher' button


Revoking a voucher

⚠️ Please be sure to check the consumer rights of your country before revoking a voucher.

To revoke a voucher:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select View next to the voucher you'd like to revoke:

    Voucher screen with an arrow pointing at the 'View' button

  3. 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:

    Issued voucher screen with an arrow pointing at the three-dot menu

  4. Select Revoke this issued voucher:

    Voucher timeline screen with an arrow pointing at the 'Revoke this issued voucher' button

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

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select View next to the voucher you'd like to revoke:

    Voucher screen with an arrow pointing at the 'View' button

  3. Scroll down to the Issued vouchers section and select Show revoked issued vouchers:

    Voucher screen with an arrow pointing at the 'Show revoked issued vouchers' button

  4. Selecting Show revoked issued vouchers adds any revoked vouchers back into the Issued vouchers list and includes the revoking information:

    Issued voucher screen with an arrow pointing at the revoked date/time

Revoked vouchers also show in the booking. For example:

Booking screen with an arrow pointing at a 'Revoked' status


Re-activating a voucher

To re-activate the voucher so the customer can redeem it again:

  1. Select Packages & Discounts, then Vouchers from the left-hand menu on your account.

  2. Select View next to the voucher you'd like to re-activate:

    Voucher screen with an arrow pointing at the 'View' button

  3. Scroll down to the Issued vouchers section and select the three dots next to the voucher, then View issued voucher:

    Voucher screen with an an arrow pointing at the 'View issued voucher' option

  4. Scroll down and select Reactivate this issued voucher:

    Issued voucher screen with an arrow pointing at the 'Reactive this issued voucher' button


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:

Thank you! 🕺


Tags: vouchers, gift, giftvoucher, credit, creditnote, giftpurchase, christmas, birthday

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