# Understanding voucher redemptions and how to handle mistaken redemptions

This FAQ is intended for business staff managing customer rewards and redemptions in Perkville. It explains what happens when a customer redeems a reward, the meaning of voucher statuses, and how to handle cases where a customer redeems a reward by mistake.

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### What happens when a customer redeems a reward?

When a customer clicks the **"Redeem"** button for a reward:

1. **Points are immediately deducted** from the customer’s balance.
2. A [**voucher**](https://docs.perkville.com/features/vouchers) **is generated**, allowing the customer to claim the reward from the business.
3. The transaction appears in the customer’s Perkville account and is visible to staff in the [customer's profile](https://docs.perkville.com/faqs/redemptions/broken-reference).

Even if the customer does not actually use the voucher (e.g. doesn’t claim the massage chair, discount, or product), the points are already spent at the time of redemption.

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### What does the "Unused" status mean for a voucher?

A voucher with an **Unused** status means that it:

* Has not been **marked as used** by the business.
* Has not been **manually voided**.
* **Still exists**, but the points are already spent.

**Important:** The "Unused" status does **not** mean that the customer still has the points. It only indicates that the voucher hasn't been used or voided yet.

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### What should I do if a customer accidentally redeems a reward?

If a customer contacts you saying they redeemed a reward by mistake (e.g. clicked “Redeem” accidentally), and they have not claimed the reward:

1. **Check the** [**customer’s profile**](https://docs.perkville.com/faqs/redemptions/broken-reference) to confirm that the [voucher](https://docs.perkville.com/features/vouchers) is marked as "Unused."
2. If the customer hasn’t claimed the reward, you can:
   * [**Void the transaction**](https://docs.perkville.com/faqs/redemptions/broken-reference) in the customer's profile.
   * This action will **return the points** to the customer's balance.

👉 **To void a voucher**:

* Go to the customer's profile.
* Click on the relevant transaction.
* Click **"Void transaction."**

This option is only available to employees with the [appropriate permission level](https://docs.perkville.com/features/settings/staff-members) (Employee or Admin).

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### Should I void the voucher if the customer already received the reward?

No. If the customer has already received the reward (e.g. used the massage chair, got a discount, etc.), **do not void the voucher**.

The voucher should only be voided if:

* It was clearly a **mistaken redemption**.
* The customer **did not** receive the reward.

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### Summary

| Voucher Status | Description                                           | Can Points Be Returned?                                                                              |
| -------------- | ----------------------------------------------------- | ---------------------------------------------------------------------------------------------------- |
| **Unused**     | Voucher not yet used or voided. Points already spent. | Yes, by voiding the voucher.                                                                         |
| **Used**       | Voucher has been marked as used by the business.      | Yes, by voiding the voucher but we recommend against it because the customer already got the reward. |
| **Voided**     | Voucher has been canceled and points returned.        | Already returned.                                                                                    |