Managing a single voucher: its status, tabs and actions

Every voucher code of a promotion has its own page, and that page is where you sort things out for one contact: link a code to someone, redeem it by hand, give it more time, or take it out of use. Which actions you see depends on the state the voucher is in, so the menu rarely shows everything.

To get there, go to Loyalty → Promotions & Vouchers, open the promotion, click Vouchers and click the row of the code you want. The code is the title of the page, and the Actions button sits at the top right.

The five statuses

The badge on the Information tab tells you what the voucher can still do.

Active: within its activation and expiration window, and ready to be redeemed as long as its promotion is active too.
Inactive: its activation date is still in the future.
Deactivated: switched off by hand. It can't be redeemed until you activate it again.
Expired: past its expiration date. This one is final: you can't redeem it, and you can't change its expiration.
Redeemed: it has used up every redemption it was allowed.

When the promotion is deactivated

Deactivating the promotion takes all of its vouchers out of use at once, but the badge only shows the voucher's own status. So a voucher of a deactivated promotion can still say Active and be refused at the till. When an Active code doesn't work, check the promotion's status first.

Activating the promotion again makes those vouchers usable again, without touching each one. See How to create a voucher for what else deactivating a promotion stops.

What the tabs show

Information holds the code, the contact it belongs to, and the dates: Redeemed on, Activated at, Expires at, Updated at and Created at. A voucher without a contact shows an empty contact field. That's normal for codes you generated in bulk and haven't handed out yet.

Reminder shows the reminder's status, its Send date and, when it was cancelled, the Reason. A voucher with no expiration date can't have a reminder. A voucher that has an expiration date but no reminder yet shows No reminder scheduled and offers Edit reminder date to create one.

The reminder statuses are:

Scheduled: waiting for its send date.
Queued: being sent right now.
Sent: the email was handed off for sending. It doesn't mean it reached the inbox: bounces and other delivery results are on the reminder email's Recipients page.
Cancelled: it won't be sent. The reason is shown below the status (see Why a reminder was cancelled further down).

Custom attributes only appears when your account has voucher attributes. To set those up, click the gear icon at the top right of the dashboard to open Settings, then click Attributes under Management. On the tab, click Edit, fill them in and click Save changes.

Activities is the log of what happened to this voucher, newest first, with a date and time. It shows the raw event names, such as created, updated, redeemed and expired. Most of the actions below are logged as updated.

The actions, and when you can use them

Link to a contact

Shown only while the voucher has no contact. Search for the contact and click Submit. This assigns the code to them. It doesn't email the code to them.

A voucher needs a contact before it can be redeemed from this page.

Redeem

Shown when a contact is linked and the voucher hasn't expired. Pick the Business profile the redemption belongs to: you can't confirm without one.

This is a manual override. Normally a redemption comes in through your POS or the business app. Doing it here records it against the business profile you picked, not where the contact actually was.

One redemption is recorded. Redeeming down to 0 remaining redemptions sets the status to Redeemed, fills in the redeemed-on date and cancels the voucher's reminder. A partial redemption of a multi use voucher keeps its reminder.

Redeem is also offered on a voucher that's Redeemed or Deactivated, but it fails there. It also fails when:

the voucher is inactive
the promotion itself is inactive
the moment falls outside the promotion's timeslots
the voucher isn't valid at the business profile you picked
the contact has already reached the promotion's limit per contact

If the promotion only accepts Selected business profiles, redeeming from this page currently doesn't work. Redeem those vouchers at the till or through your POS instead.

Unlink contact

Shown while a contact is linked. The code stays in the promotion and goes back to having no contact, so you can link it to somebody else.

The voucher's reminder stays in place. If the code has no contact by the time the reminder is due, the reminder is cancelled with the reason "Voucher has no contact linked".

Activate

Shown when the voucher is Inactive or Deactivated. It becomes Active, and if its activation date was still in the future, that date moves to now so it's usable straight away.

This only changes the voucher itself. If its promotion is deactivated, the code still won't work: activate the promotion instead.

Deactivate

Shown when the voucher is Active or Inactive. It becomes Deactivated and can't be redeemed. Activate brings it back.

This takes one code out of use. To stop every code of the promotion at once, deactivate the promotion.

Deactivating doesn't cancel the reminder right away. The reminder is checked when it's due, and it's only cancelled if the voucher is still deactivated then. If you activate the voucher again before that, the reminder is still sent.

Change expiration

Shown for anything that hasn't expired. In Set a new expiration date, pick a date and time in the future and click Confirm. If the voucher has a reminder, it moves along with the new date.

You can only change a voucher's expiration date here, not remove it.

Use this rather than editing the promotion's validity: changing the expiration on the promotion only affects vouchers created after the change.

Edit reminder date

Shown when the voucher has an expiration date and its reminder isn't Queued or Sent. It's also on the Reminder tab, where it's the way to schedule a reminder for a voucher that doesn't have one.

The date has to be in the future and before the voucher expires.

Cancel reminder

On the Reminder tab only, and only while the reminder is Scheduled. You're asked to confirm: "This voucher's scheduled reminder will be cancelled and won't be sent". Click Cancel reminder again to go ahead. The voucher keeps its expiration date.

Delete

Always in the menu, and irreversible.

Deleting frees the code. You can create a voucher with the same code again, for example by importing it into another promotion. The deleted voucher itself can't be brought back.

A voucher that has any redemption can't be deleted, including a multi use voucher that's been redeemed once. If deleting is refused, that's usually why. Deactivate it instead: the code stops working and the redemption history stays intact.

Why a reminder was cancelled

A scheduled reminder is checked again when it's due, and some of your own changes check it straight away. When it's cancelled, the Reason on the Reminder tab says why. These reasons are shown in English:

Voucher is no longer active: the voucher was redeemed, deactivated or expired by the time the reminder was due.
Voucher has no contact linked: nobody was linked to the code when the reminder was due, for example a bulk code that was never handed out, or a code you unlinked.
Contact has no email address: there's nowhere to send it.
Contact is not subscribed to the voucher reminder email: the contact isn't subscribed to the email's subscription type.
Voucher no longer exists: the voucher was deleted.
Voucher no longer expires: the voucher lost its expiration date, so there's nothing to remind about.
New reminder send_at is in the past: a new expiration date moved the reminder moment into the past.
Voucher reminders are disabled for the promotion: reminders were switched off on the promotion's Reminders page and existing reminders were cancelled, or something changed on the voucher, such as its expiration date, while reminders were off.
Voucher reminders are disabled for the account: you'll only see this on older reminders. Reminders used to be switched on per account, and this was cancelled while they were off for yours. Every account has them now.
Voucher reminder email does not exist: your account has no voucher reminder email to send.
Account is inactive: your Leat account isn't active, so open reminders are cancelled.
Cancelled manually: someone used Cancel reminder.

Start on the Reminder tab when a contact says they never got a warning. For setting reminders up, see Remind contacts before their voucher expires.