Front Desk Users

 

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

 

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 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.

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.

 

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).