Redeeming vouchers (Redeem)

How to redeem vouchers in person — scanning the QR code, entering a code manually, and resolving common issues.

When a customer arrives with a purchased voucher, you settle it in the Redeem module. Retiva turns the panel into a QR code scanner — you can handle it comfortably on a phone or tablet at the counter.

How voucher codes work

Every issued voucher has a unique code and is listed under Vouchers (searchable by code). The code stays with the voucher whether the customer shows it on a printout, in an email, or as a Mobile pass in their phone’s wallet.

Redeeming by scanning the QR code

1. Open Redeem in the panel.
2. Allow the browser to access the camera.
3. Point the camera at the voucher’s QR code (“Point the camera at a voucher QR code”).
4. Once the code is read, confirm the details and the redemption.

Redeeming by entering a code manually

If the camera doesn’t work or the code is unreadable, use Enter code manually, type the voucher code in, and confirm the redemption.

Checking validity and status

Before redeeming, verify the voucher’s status:

• that it’s valid (not expired — see Entitlement duration),
• that it hasn’t already been redeemed,
• that it matches the correct product/value.

You’ll find the status and history under Vouchers by searching for the code.

Redeeming at the counter on a phone

The Redeem module works in the browser on a phone too — you can serve a customer without an extra app or a dedicated reader. If a staff member handles it, give them access to the team (see the Staff section).

When a voucher won’t redeem

• “Expired” — the validity period (Entitlement duration) has passed. The voucher is invalid.
• “Already used” — the voucher was redeemed earlier. Check the history under Vouchers.
• “Invalid code” — check that the code was read correctly; try entering it manually.
• Camera won’t start — check the browser’s camera permissions and use manual code entry as a workaround.