Client support

In light of COVID-19…

We want to assure you that One Tree is still open for business and here to help with any queries you may have.

We’re open Monday – Friday, 9am – 5pm and keep a close eye on the support email. You’ll get a helpful reply to any question, large or small.

Vouchers can be purchased as usual and will be dispatched by email and post. If you would like to extend the validity period of your vouchers, you can find out how to do so here.

How we partner with you

From speedy on-boarding, to helping you develop your sales, we’re on it. No hanging around waiting for an answer, talking to robots, pressing button 1, 2 or 3.  The One Tree System enables you to resolve most customer queries yourself. If you do have any particular issues, however, we will sort them out for you quickly. 

Royal Mail deliver 93% of first class post the following day and the remainder within two-three days. Please contact us if a customer has not received a postal voucher and requires it urgently.

We send out email vouchers constantly – 24 hours a day, every day of the year.

Phone

Call us today to speak to one of the team

01761 472 911

Email

Send us an email for a quick reply

EMAIL US

Online help

Visit our client portal for online guides

LOGIN

Answers to common questions

All businesses making transactions over the internet require an Internet Payment Gateway in order to take payments online.

We work with Stripe, Secure Trading and PayPal to facilitate payments. These payment platforms are all Level 1 PCI DSS compliant, i.e they comply with the highest levels of security for handling online card transactions. An account is required with one of these services which will enable you to take direct payment for all vouchers and tickets sold.

We provide you with a small piece of code for your web developer to add to a relevant web page. This links your on-line shop to our voucher system. The web shop sits seamlessly within your website and your customers stay on your site without being taken to a third party platform.

All future edits can then be made simply and easily through the One Tree management portal. 

The management portal is password protected with different levels of access to help you manage internal security. Actions by different members of staff are also tracked. Voucher codes are unique and randomly generated to prevent fraud. The validity of the code can be checked before delivering the service.

The system complies with the 2019 SCA laws and One Tree is registered with the Information Commissioner’s Office meeting the standards for Data Protection Regulation.

All data related to creating and managing voucher sales is held on premium virtual servers in the UK. The system is monitored and supported 24/7.

One Tree sends out all postal vouchers ordered online, saving you time.  All orders made before 2 pm are sent out on the same day by Royal Mail. Orders made after 2 pm or at weekends are sent out the on the next working day.

We recommend that all clients follow us on Facebook and LinkedIn for up-to-date information about developments, marketing and more.

We have always found the support provided by One Tree to be prompt and helpful. The team go above and beyond to make sure that our gift voucher system is as effective as it could be. We particularly like the additional marketing support and on-going help that is provided.