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 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.

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 to confirm that the voucher is marked as "Unused."

2. If the customer hasn’t claimed the reward, you can:

   • Void the transaction 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 (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.