Support

Phone and email support are available from 9.00 am to 5.00 pm, Monday to Friday, excluding Bank Holidays. The support email is monitored seven days a week, so please email us if you have any urgent queries.

You can contact us on 01761 472911 or email us at support@one-tree.net.

Postal orders are dispatched on the day of order if placed before 2 pm, Monday – Friday.  Orders placed after 2 pm will be posted on the next business day.  All postal deliveries are sent by Royal Mail first class.  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.

Email vouchers are sent out constantly 24/7, 365 days a year.

FAQ

How do you handle payments on the internet?

All businesses making transactions over the internet need an Internet Merchant Account with their bank to process payments. This is in addition to any existing banking arrangements for card payments made in person or over the phone. You can also set up an account with Paypal to take payments.

Payments are taken via our secure Internet Payment Service Provider (aka Payment Gateway). This service provides a secure link between your website and your Merchant Account so that the transaction remains safe and secure. Our Payment Service Provider (and Paypal) offer the highest level of security – a Level 1 PCI DSS compliant service.

What is an iframe?

We use a responsive iframe to add the gift voucher shop to your website. An iframe is an HTML structure that allows an HTML document to be inserted into another HTML page. This means that the web shop sits seamlessly within your website. Your customers stay on your site and are not taken to a third party platform.

How secure is the system?

Customer payments are all handled by our secure, Level 1 PCI DSS compliant Internet Payment Gateway partner. The management portal is password protected. Your organisation can have different levels of access to help you manage internal security. Gift voucher codes are unique and randomly generated to prevent fraud. You can check the validity of codes before delivering a service.

How do you ensure reliability?

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

Who deals with postal vouchers?

We send out all postal orders on your behalf. Orders received before 2 pm are sent out by first class post on the same day. Orders placed after 2 pm are posted on the next business day.