1. Go to the Client Login page and enter your email address and password. You received these in an automated email when you signed up. 
2. You will be taken through to a product page. Select the product account (gift vouchers, special offers or event tickets) that you would like to access.

If you forget your password, go to the login page and choose ‘Reset password’. Enter your email address and an email will be sent to you, allowing you to update your password.

1. Log into the One Tree system and choose the relevant product.
2. Enter one piece of data on the home page.
3. Click search.
4. If the voucher is valid, click the Redeem button in the top right of the page.
5. If the voucher is not valid, click Expand for further information. If the voucher has expired, it may be your company policy to redeem it anyway. Please discuss with an Administrator, who will be able to do this.

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: An easy way to generate vouchers for personal sales.

1. Log in to the One Tree system.
2. Click on ‘Manual Order’.
3. Select ‘Buy’ on the gift voucher your customer requires.
4. The voucher is in the basket.
5. Optionally add the customer’s details.
6. To add a message or send the voucher out by email or post, click on the edit button.
7. Take an offline payment via a card machine or cash.
8. Enter a payment reference that you and your staff will understand.
9. Complete your order and choose ‘Print gift voucher(s)’ to download the voucher and print it out.
10. You also have the option to print the order confirmation.

Emailed vouchers can occasionally end up in spam or may be blocked by company firewalls. There may have been an error in the email address entered. 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. Search for the voucher using one piece of data.
2. 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, value of the gift and speak to your Administrator. If this is not successful, contact One Tree and we will assist.
3. Once the voucher has been located, click on the voucher to reveal the voucher details.
4. Check that the email address is correct. If it is not, click edit and amend. Click the ‘Resend email’ button. This will automatically resend the voucher.
5. If the email 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.

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

1. Log in to the One Tree system.
2. Search for the voucher using one piece of data.
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. If this is not successful, contact One Tree and we will assist.)
4. Once the voucher has been located, check the postal address.
5. Check with the customer that the address is complete, including the postcode and house number.
6. If the address is incorrect, take a note of the correct details.
7. Send to support@one-tree.net and we will re-send the voucher.

Vouchers generated using the One Tree System must be refunded by the business issuing the vouchers. The voucher is cancelled in the One Tree Management Portal to ensure that the voucher code cannot be used. Refunds are processed via the internet payment gateway connected to the One Tree account. This may be Stripe, PayPal or Trust Payments. Refunds must be made to the purchaser of the gift voucher, not to the recipient. The money will be refunded to the card used for the original payment.

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

1. Log into the One Tree system
2. Search for the voucher using one piece of data.
3. Click to view the voucher detail.
4. Click on the edit icon next to the ‘Extend Expiry’ 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.
8. Download the PDF and send to the customer or click Resend voucher button.

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 Administrators are able to set these up.

1. Log in to the One Tree system.
2. Click on Manage users.
3. Choose ‘Add a new user’.
4. Enter the full name of the user or redeemer.
5. Enter their email address.
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 if the email is not in their inbox.

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 Administrator.

1. Log in to the One Tree System.
2. Click on Manage users
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.