Redeem a Voucher

warning

This page covers the Legacy Engine voucher redemption. For the new engine, voucher redemption follows the same POS flow but uses the Discount entity — see Coupon Management.

A Voucher is a unique coupon code assigned to a specific customer. Only that customer can redeem it, verified at POS or online checkout.

Pre-conditions

Before voucher redemption works end-to-end, two things must be in place:

1. Coupon created and campaign delivered — a coupon must exist in Loyal Guru and have been delivered to the customer, generating a unique voucher code for them.
2. POS configured for the coupon — the coupon must also be set up in your POS system. This is a step outside of Loyal Guru and must be done in your own systems. Loyal Guru does not apply the discount itself — the discount is applied by the POS after validation. Loyal Guru validates eligibility and signals whether the voucher is valid; the POS is responsible for modifying the ticket lines and totals accordingly.

:::caution Discount application is POS-side The POS applies the discount before or while sending the ticket to Loyal Guru. Loyal Guru validates the voucher and assumes the discount values in the ticket are correct — it does not recalculate or override them. :::

How It Works

1. Customer presents their voucher code at POS or enters it during online checkout.
2. The POS calls the Loyal Guru Streaming API to validate the voucher before applying the discount.
3. Loyal Guru validates the code: checks customer identity, redemption location, and expiry.
4. If valid (200 OK), the POS applies the discount to the ticket and sends the completed transaction to Loyal Guru.
5. The voucher is marked as Redeemed in Loyal Guru.

Integration

Integration point	Description
Validation endpoint	GET /v1/vouchers/{code}/validate — verify voucher before applying discount
Ticket creation endpoint	POST /v1/activities — include the voucher code in the transaction payload
Code field	coupon_code in the activity request body
Response	Validation result, applicable discount info returned in response

Validation Checks

Check	Description
Customer match	The voucher must belong to the customer making the purchase
Location	The voucher must be redeemable at the current store or store category
Expiry	The voucher must be within its active date range
Usage limit	The voucher has not already been redeemed (single-use by default)
Product scope	The cart contains at least one item matching the offer conditions

Voucher Statuses

Vouchers progress through the following statuses:

Status	Meaning
Pending	The voucher has been created and delivered to the customer. It is available to be printed or redeemed digitally.
Printed	The voucher has been printed at the POS. The customer has the physical copy but has not yet redeemed it. A printed voucher can be "unprinted" to make it unusable.
Redeemed	The voucher was successfully redeemed by the customer. It can no longer be edited.
Cancelled	The voucher was cancelled while in Pending status. It is no longer usable by the customer.
Expired	The voucher validity window has passed and was not redeemed. The customer can no longer use it, even if it was previously printed.

info

The Printed status applies only to coupons physically printed at the retailer's POS. Coupons available digitally via the app remain in Pending status and are already redeemable.

Cancelling Vouchers

There are two ways to cancel delivered vouchers:

Cancel by Campaign

1. Go to Omnichannel Manager → Campaigns → Delivered tab.
2. Search for the campaign using ID, date, category, channel, coupon, segment, or reward.
3. Tick the campaign entry, then select Cancel campaign from the Actions dropdown.
4. In the confirmation window, choose the cancellation scope:

Option	Outcome
Cancel pending vouchers from customers without APP	Cancels all pending vouchers except for customers who have the app (can still redeem digitally) and those who have already printed
Cancel also pending vouchers from customers with APP	Also cancels digital vouchers from customers with the app — the voucher disappears from their available discounts
Cancel also printed vouchers	Also cancels physically printed vouchers — they will be rejected at POS even if the customer presents them

note

Cancelling printed vouchers is reserved for special cases. Contact your Customer Success team if needed.

Cancel a Specific Customer's Voucher

1. Go to Offers Personalization → Assigned Coupons.
2. Search for the voucher by ID, code, coupon, customer ID, plan, status, or campaign.
3. In the entry row, click Cancel.
4. Confirm the action — this cannot be undone. The voucher is immediately invalid regardless of its current status.

Viewing Vouchers (Reporting)

The Vouchers section under Offers Personalization lets you generate reports on assigned coupons. You can filter by customer, coupon, campaign, status, or redemption date to analyze customer behaviour and campaign effectiveness.