Administrators

 

The most common questions from our clients with ‘admin’ level access. Click on a question to learn the answer.

 

Gift vouchers

 

Questions about finding and dealing with individual gift vouchers.

 

How do I redeem a voucher?

  1. Log in to the One Tree system
  2. Click on ‘Redeem a Voucher’
  3. Enter the unique 16-digit code on the voucher.  This random code uses the letters A-E and numbers zero to nine.
  4. Click ‘Redeem’ – this will show the details of the voucher to check if necessary.
  5. The voucher will either be valid or invalid (expired or cancelled).
  6. Booking is an optional addition to the system, usually for larger businesses with a central booking system – pressing this button simply marks the voucher as ‘booked’ – to note that the code has been checked and the customer intends to use the voucher.
  7. Click start over to clear the screen.  You don’t need to say this.
  8. Customers sometimes ask to redeem vouchers after the expiry date. If a voucher has expired it can still be redeemed. (Add an expired voucher code)
  9. The status of the voucher will show as expired. You can redeem the voucher, but this will depend on your company’s policy. Please check with your manager.  If the status of a voucher is cancelled, you must speak to an administrator. Do not redeem the voucher without authorisation.

How do I sell a voucher from the front desk?

Gift vouchers can be sold to walk-in or phone customers using One Tree.  You should not process gift vouchers on behalf of customers using the voucher shop on your website. It is illegal to use someone else’s credit card details in this way. Please proceed as follows using the quick Print at desk option. An easy way to generate vouchers for personal sales.

  1. Log in to the One Tree system and you will be taken to the ‘Sales’ page.
  2. Choose ‘Manual Order’ in the top right-hand corner.
  3. Select ‘Buy’ on the gift voucher your customer requires.
  4. Choose ‘Quick Print at Desk’ and continue.
  5. Steps 2 and 3 are skipped because the customer will be able to write their personal message themselves.
  6. Take an offline payment at this stage.
  7. Make sure you enter a payment reference that you and your staff will understand – this helps you to keep track of what is in the till.
  8. Complete your order and choose ‘Print gift voucher(s)’ to download the PDF and print it out.
  9. You also have the option to print the order confirmation for your sales team as proof of purchase.

How do I cancel a voucher?

Sometimes, a voucher will need to be cancelled if it has a mistake on it or if a customer wishes to cancel their order. This is a simple process for an admin.

  • Log into the One Tree system.
  • Find the voucher in question using either the sales or the invoices page.
  • Go down to the ‘status’ field right at the bottom and, using the drop down menu, change the status of the voucher to cancelled.
  • Enter a reason for the cancellation so that your finance team can reconcile this with their accounts, then click ‘update status’.
  • This voucher is now cancelled and the code will show up as invalid if ever entered into the system. Refunds for vouchers etc. cannot be made through the system and should be done manually.

Can I extend the validity of a voucher?

Yes. To change the expiry date of a specific voucher, take the following steps:

  1. Log into the One Tree system, click on your gift voucher option and you will be taken to the ‘Sales’ screen.
  2. Find the voucher in question by searching for the recipient’s name, the order date or the order number.
  3. Click to ‘View’ the voucher.
  4. Click on the ‘Extend Expiry’ button under the ‘Expiry Date’ field.
  5. Enter a new expiry date for the voucher.
  6. Enter a reason for the extension that your team will understand.
  7. Click ‘save’ and the expiry date will be updated.

How do I find and resend a lost email voucher?

Occasionally, a customer will call you up saying that they have not received their email voucher. The first thing to do if an email voucher has been lost or hasn’t arrived, is to ask the recipient to check their spam and promotions folders. If this is not successful, log into the One Tree system.

  1. You will already be on the ‘Sales’ page.
  2. Ask the customer for the name of the recipient, the order date or the order number of the voucher and enter it into the search box.
  3. Click on the relevant name. (If you can’t locate the voucher, you need to check that the transaction completed correctly. Take the purchaser’s name, details of the gift and speak to your administrator. They will need to check for the transaction under invoices. If this is not successful, contact One Tree and we will assist.
  4. Once the voucher has been located, scroll to the bottom of the page and locate the email address.
  5. Check that the email address is correct. If it is not, update it, click update email address,  then click the ‘Resend email’ button. This will automatically resend the voucher.
  6. If it is correct, the voucher may be being stopped by a strong spam filter. Either ask the customer for another email address, enter and resend the voucher or click on  ‘Download PDF’, save to your pc and send this to the customer directly via your company email address.

What if a customer doesn't receive their postal voucher?

On very rare occasions customers do not receive their postal voucher. If this happens:

  1. Log in to the One Tree system
  2. You will already be on the ‘Sales’ page
  3. Ask for the name of the recipient, the order date or the order number of the voucher and enter it into the search box.
  4. Click on the relevant name. (If you can’t locate the voucher, you need to check that the transaction completed correctly. Take the purchaser’s name, details of the gift and speak to your administrator. They will need to check for the transaction under invoices. If this is not successful, contact One Tree and we will assist.
  5. Once the voucher has been located, scroll to the bottom of the page and locate the postal address.
  6. Check with the customer that the address is complete. Was a house number entered and is the postcode correct?
  7. If the address is incorrect, take a note of the correct details.
  8. Then either download the pdf voucher, print out and re-send by post, or contact One Tree and we will assist.

 

Gift items

 

Questions about creating, editing and cloning gift items and managing what appears on your site.

 

How do I create a gift item?

  1. Log in to the One Tree system
  2. Go to ‘Manage Gift Items’
  3. Click the ‘Create gift item’ button
  4. Choose the type of gift item this will be
  5. Name the gift item
  6. Enter a value for the gift item – note that you should just type in the number here, not pound signs etc.
  7. Enter how long you would like the voucher to be valid for
  8. Write a short summary for the gift item – this is what your customers will see first and needs to inspire them to read more
  9. Write a description for the gift item – this is what customers see when they choose to find out more. It should detail what the gift item includes.
  10. Write an extended description for the gift item – this is where you can put in particulars, such as dates and times
  11. Upload an image that represents that gift item. Use the image resize tool to zoom in or out etc.
  12. Change the status of the item to ‘published’ when you are ready, or leave as ‘unpublished’ for complimentary vouchers etc.

How do I clone a gift item?

  1. Log in to the One Tree system.
  2. Go to ‘Manage Gift Items’.
  3. Find the voucher you would like to clone.
  4. Choose ‘clone’ from the menu beside it.
  5. This should copy across the information from the cloned item, making it much easier if you have more than one gift item for a certain event or package.
  6. Make the necessary changes and save the new item as you would normally.

How do I find the iframe code for my voucher shop?

The iframe code is what you need to add to your website in order to embed your voucher shop. In order to find this:

  1. Log into the One Tree system.
  2. Choose ‘Settings’ on the main toolbar.
  3. Copy the code in the grey box and follow the instructions on how to add it to your site. This can be sent to your web developer if necessary.

 

Staff accounts

 

Questions about creating and removing One Tree accounts for your staff members.

 

How do I add my staff as users or redeemers?

Redeemers are front desk or waiting staff who will only need to redeem vouchers and users are receptionists or shift managers who will need to see sales as well. Only admins are able to set these up.

  1. Log in to the One Tree system.
  2. Go to the ‘Users’ tab on the main toolbar.
  3. Choose ‘Add a new user’.
  4. Enter the full name of the user or redeemer.
  5. Enter their email address (make sure to get this right as they will be emailed login details).
  6. Select which group they will belong to – redeemer or user.
  7. Click ‘Add User’ and an automated email will be sent to that person. Advise them to check spam as sometimes the emails get caught by strong spam filters.

My colleague no longer works with us – how do I remove their One Tree account?

Every now and again, someone you work with might leave or change jobs, meaning that they will need to be removed from the One Tree system. This is a very simple process for an admin.

  1. Log in to the One Tree System.
  2. Go to the ‘Users’ tab.
  3. Find the specific user or redeemer in question and click ‘remove user’ in the far right hand column.
  4. This person’s login details will no longer allow them access to the system.

If you need to remove an admin account, please contact One Tree at support@one-tree.net.

 

If you have a question that we have not covered on this page, feel free to contact us by email (support@one-tree.net) or by phone (01761 472911).