Overview

Vouchers are an alternate way of paying an amount of money across CRM.COM modules. Customers can buy vouchers and use them to perform payments within the system, while optionally, limitations can exist on the products money can be spent on. 

Vouchers features

• Vouchers can be used to pay for any products or only specific products
• When using vouchers payments, the customer's accounts receivable is credited.
• Create voucher offers by adding extra money to the value paid by customers to be cashed out and used as a payment in CRM.COM
• Vouchers are generated in lots which can be reused to generate more vouchers
• Reject cancel or purge vouchers to ensure that they won't be available for use by customers
• Accept and activate vouchers to make them available for use by customers
• Export vouchers in csv file and send to a print-house to print them and distribute to shops for selling
• A voucher's current stage is represented by its life cycle state

Setting Up Vouchers

To start using vouchers you must begin by defining voucher types which determine the main characteristics of the vouchers to be generated. Proceed by configuring the voucher definition to define additional restrictions and you are ready to start using vouchers

Types

Voucher types are used to define the information used for generating vouchers.  The type determines the amount of money the voucher can be redeemed for, products that can be purchased with the voucher, the financial transaction type that will be logged when the voucher is used, as well as information related to the voucher's secret number.

Types fields

The table describes the sections of Voucher Types Data Entry page, and explains how the fields in the page are used.

 Mandatory   Configurable

Main Information
Name Alternative code Default Payment Type: The payment type of which payments will be created when vouchers of this type are used to make a payment. Secret Number Length: Determines the length of the generated secret number which is used when a voucher is redeemed to make a payment. Value Option: Defines if the value should be 'Fixed', as defined in the voucher type, or Variable, as defined during the creation of the vouchers. Value: The money value that will be provided by vouchers of that type if the values is set to 'Fixed' Extra Added Value: The additional value that will be offered by vouchers of that type, applicable only if the value option is set to 'Fixed'
Supported Products
A list of products and/or product types that each voucher type can be redeemed for (Also referred to as Voucher Products).

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Business definitions

Vouchers definitions are business rules which are used to define restrictions associated with the life cycle state of vouchers. There can only be one active definition at a time.

Definition fields

The table describes the sections of Voucher Definitions Data Entry page, and explains how the fields in the page are used.

 Mandatory   Configurable

Related configuration areas

The following modules are related to Vouchers and may be configured for the Vouchers module to operate at its full capacity.

Mandatory modules must be configured for the Vouchers module to work.

Optional modules may be configured for the Vouchers module to operate at its full capacity.

Using Vouchers

Vouchers are created through lots. Lots provide the important information required for vouchers, such as the voucher type, the dates for which the voucher is valid and the value of each voucher. Once lot details are defined the vouchers can be generated.

Once a voucher is created it goes through a number of different stages till it is finally available for use by customers. Each stage is identified through its life cycle state. Multiple processes are responsible for processing and progressing vouchers through their life cycle.

Refer to the fields available for lots and vouchers and follow then refer to the available actions to find out how to handle vouchers

• Generating Vouchers
• Amending lots to generate more vouchers 
• Modifying Vouchers
• Accepting Vouchers
• Activating Vouchers
• Exporting Vouchers
• Rejecting Vouchers
• Cancelling Vouchers
• Purging Vouchers
• Paying using a voucher

Possible voucher life cycle paths

Lot fields

The table describes the sections of Lot Data Entry page, and explains how the fields in the page are used

 Mandatory   Configurable

Vouchers fields

The table describes the sections of  Voucher Data Entry page, and explains how the fields in the page are used

 Mandatory   Configurable 

Main Information
Number: An auto-generated number that uniquely identifies the voucher Secret Number: An auto-generated encrypted number that uniquely identifies the voucher and is required in order to use the voucher to make a payment. Secret numbers are encrypted using the Advanced Encryption Standard (AES). Value: The amount for which vouchers can be redeemed. Extra Added Value: The additional value offered by the vouchers when redeemed (if any) , which is free of charge and usually used as part of a promotional offer. Effective Date: The date from which the voucher can be used. Expiration Date: The date from which the voucher ceases to be 'Effective' and can no longer be used. Vouchers which were already used do not expire. Life Cycle State: A voucher's life cycle state defines the state of a voucher at a specific point in time. Life cycle states are validated by various system processes to determine if a voucher is valid and can be used. Draft: Created and is pending acceptance for activation Accepted for activation: Created and accepted for activation Not accepted for activation: Created but was not accepted for activation (i.e. rejected Activated: Created and activated (Can be exported for printing) Used: Created, activated and redeemed against a financial account Cancelled: Cancelled by a user or process Purged: Permanently removed and cannot be reverted or reused. 'Purged' is the term used for Vouchers, instead of 'Deleted'. Voucher Type: The type used to set up the voucher information such as the value, extra added value, default payment type e.t.c.  Lot: Identifies the lot that the voucher belongs to.
Voucher Products
The products (goods or services) or types of products on which the voucher can be used for.
Voucher History
Keeps track of actions performed on vouchers throughout their life cycle much like audit trail. It registers changes in voucher life cycle state, as well as provide the users who requested to view the voucher's secret number. Log Field: The Voucher field that has been affected by the process (In most cases the Life Cycle State) Applied Process: The process that modified the field. i.e. the Creation Process that modified the Life Cycle State field From Value: The initial value of the field To Value: The new value of the field Modified Date: The date on which the modification took place Modified By User: The user that initiated the modification process

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Creating and processing vouchers

Generating vouchers

Vouchers are created in batch (multiple vouchers at a time) through lots. 

1. Navigate to Finance > Vouchers > Manage Lots
2. Create a lot by providing the voucher type, number of vouchers to be created and the effective and expiration date for the vouchers. 
3. Click on Actions > Generate Vouchers available from the Actions Menu of the Data Entry page.
4. Select to 'Execute Now' to generate the voucher's instantly or 'Schedule for' a time in the future and SUBMIT. 

Additional Information

Amending lots to generate more vouchers

Once vouchers are generated, the lot can be amended and reused in order to generate new vouchers. The new vouchers will be generated based on the same information as the lot's previously generated vouchers. 

1. Navigate to Finance > Vouchers > Manage Lots
2. Search for lots in a 'Posted' life cycle state and go to the Data Entry page
3. Click on Actions > Amend available from the Actions Menu of the Data Entry page.
4. Select to 'Execute Now' to generate the voucher's instantly or 'Schedule for' a time in the future and SUBMIT. 
   
   

Additional Information

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Modifying Vouchers

Instead of cancelling or rejecting vouchers with wrong values due to wrong lot configuration you can modify them. i.e. change the voucher type and validity dates

Vouchers must be in an 'Activated' or 'Accepted for Activation' Life Cycle State to be 'Modified'.  

1. Navigate to Finance > Vouchers > Manage Lots and 
2. Search for the lot that includes the vouchers you wish to modify and go to the Data Entry page
3. From the Vouchers Included in Lot section you can see the vouchers that will be updated
4. Click on Actions > Modify from the Actions menu to open the Modify Vouchers modal  and provide the information to be updated
5. Click on Submit to proceed with the update
   
   

Additional Information

Accepting Vouchers

Once vouchers are generated they are either accepted for further processing or rejected. You can either accept a lot, in which case all included vouchers will be accepted (life cycle state changed to accepted) or one by one. Once acceptance is successfully completed the Life Cycle State of each Voucher is updated from 'Draft' to 'Accepted for Activation'.

Accepting multiple vouchers 

1. Navigate to Finance > Vouchers > Manage Lots 
2. Search for the lot that includes the vouchers you want to accept and go to the Data Entry page
3. Click on Actions > Accept from the Actions menu to open the Accept Vouchers modal 
4. Select to 'Execute Now' to accept all voucher's instantly or 'Schedule for' a time in the future and SUBMIT. 

Accepting a single voucher

1. Navigate to Finance > Vouchers > Manage Vouchers
2. Search for the voucher you want to accept and go to the Data Entry page
3. Click on Actions > Accept from the Actions menu

Additional Information

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Activating Vouchers

Once accepted vouchers are manually verified they must be activated and sent out for printing before they are ready to be distributed for sale to customers. You have the option to activate vouchers included in a lot, or a number of vouchers within a specific range or even vouchers of a specific type.

1. Navigate to  Finance > Vouchers > Perform Voucher Activations
2. From the Top Menu click on New to go to the Data Entry page
3. Provide the criteria or combination of criteria which will determine the vouchers to be activated choosing between:
   
   1. Lot
   2. Voucher Type
   3. Voucher Number Range
4. Go to the Scheduling Settings tab Select to 'Run Now' to activate voucher's instantly or 'Run on a specific date/time' to define a time in the future 

5. SAVE and SUBMIT.

Additional Information

Exporting Vouchers

Once activated vouchers are ready for printing and distribution to customers. You can export vouchers in a file of CSV, XML, or Excel format.  

1. Navigate to Foundation > Utilities > Export Data > Export Vouchers

2. Click on NEW to create a new export definition from the Actions menu of the Summary page

3. In the Output Settings tab provide the lot you wish to export vouchers from and the format of the file
4. Go to the Scheduling Settings tab Select to 'Run Now' to activate voucher's instantly or 'Run on a specific date/time' to define a time in the future 

5. SAVE and SUBMIT

6. Once the run is completed go to Process Runs section and click on the Download File link to download the file with the exported vouchers

Export File Samples

• Excel

The Excel file contains one column for each field that is exported. The first row includes the headers. 

• CSV

The CSV file contains one column for each field that is exported. The first row includes the headers.

• XML

 <vouchers>
    <voucher>
		<number></number>
		<secret_number></secret_number> 
		<life_cycle_state></life_cycle_state>
		<value></value>
		<extra_added_value></extra_added_value>
		<effective_date></effective_date>
		<expiration_date></expiration_date>
		<expiration_date></expiration_date>
		<lot_number></lot_number>
        <product_codes>
			<product_code>
        	</product_code>
        </product_codes>
        <product_types>
			<product_type>
        	</product_type>
        </product_types>
        <udf_string_1></udf_string_1>
        <udf_string_2></udf_string_2>
		<udf_string_3></udf_string_3>
		<udf_string_4></udf_string_4>
		<udf_string_5></udf_string_5>
		<udf_string_6></udf_string_6>
		<udf_string_7></udf_string_7>
		<udf_string_8></udf_string_8>
		<udf_float_1></udf_float_1>
		<udf_float_2></udf_float_2>
		<udf_float_3></udf_float_3>
		<udf_float_4></udf_float_4>
		<udf_date_1></udf_date_1>
		<udf_date_2></udf_date_2>
		<udf_date_3></udf_date_3>
		<udf_date_4></udf_date_4>
        <error_message></error_message>
	</voucher>
</vouchers>

Additional Information

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Rejecting Vouchers

Erroneously generated vouchers can be rejected and not further processed for activation. For example, unlike the voucher type and validity dates of a voucher the value cannot be modified. Therefore if the value is wrong vouchers must be rejected. Vouchers can either be ejected in bulk (lot) or one by one.

Rejecting a 'lot' of vouchers

1. Navigate to Finance > Vouchers > Manage Lots
2. Search for the lot that includes the erroneous vouchers. 
3. Click on Actions > Reject available from the Actions Menu of the Data Entry page.
4. Select to 'Execute Now' to generate the voucher's instantly or 'Schedule for' a time in the future and SUBMIT. 

Rejecting a single voucher

1. Navigate to Finance > Vouchers > Manage Vouchers
2. Search for the voucher you want to reject and go to the Data Entry page
3. Click on Actions > Reject from the Actions menu

Additional Information

Cancelling vouchers

Cancelling Vouchers disables their use and sets their life cycle state to 'Cancelled'. In case 'Accepted' or 'Activated' vouchers are not distributed to customers or used, they must be 'Cancelled'.  Possible reasons for cancelling vouchers include the loss or theft or printed vouchers or a decision by the business to not distribute the specific voucher type to customers.

Vouchers must be in a 'Draft', 'Accepted for Activation' or 'Activated' Life Cycle State to be 'Cancelled'.  Once the process is completed successfully, the Voucher's Life Cycle State is updated to 'Cancelled'.

1. Navigate to  Finance > Vouchers > Perform Voucher Cancellations
2. From the Top Menu click on New to go to the Data Entry page
3. Provide the criteria or combination of criteria which will determine the vouchers to be cancelled choosing between:
   
   1. Lot
   2. Voucher Type
   3. Voucher Number Range
4. Go to the Scheduling Settings tab Select to 'Run Now' to cancel voucher's instantly or 'Run on a specific date/time' to define a time in the future 

5. SAVE and SUBMIT.

Additional Information

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Purging Vouchers

Purging permanently deletes 'Expired', 'Cancelled' or 'Not Accepted' vouchers and sets their life cycle state to 'Purged'.  Purged Vouchers cannot be used in any action or report. 

1. Navigate to  Finance > Vouchers > Perform Voucher Purging
2. From the Top Menu click on New to go to the Data Entry page
3. Provide the Input Settings which will determine the vouchers to be purged 
   
   1. Days after Expiration Date: Provide the number of days after a voucher has expired
   2. Check one or more the boxes if you only want to Purge Vouchers in a specific life cycle state
      
      • Apply Only On 'Draft' Vouchers
      • Apply Only On 'Cancelled' Vouchers
      • Apply Only On 'Accepted For Activation' Vouchers
      • Apply Only On 'Not Accepted For Activation' Vouchers
4. Provide the Criteria or combination of criteria which will determine the vouchers to be purged choosing between:
   
   1. Lot
   2. Voucher Type
5. Go to the Scheduling Settings tab Select to 'Run Now' to cancel voucher's instantly or 'Run on a specific date/time' to define a time in the future 

6. SAVE and SUBMIT.

Additional Information

Paying by using a voucher

Vouchers can be used as an alternate way of making a payment in CRM.COM. As long as a voucher is activated and not yet expired it can be used to make a payment. To be able to use a voucher you will need to have the 'voucher secret number' which is an auto-generated encrypted number that uniquely identifies the voucher. Secret numbers are encrypted using the Advanced Encryption Standard (AES).  

Voucher payments can be done through the voucher's Data Entry page or the Communication Center page. 

Conduct payments through vouchers page

1. Navigate to Finance > Vouchers > Manage Vouchers
2. Search for the voucher you want to use and go to the Data Entry page
3. Click on Actions > Retrieve Secret Number from the Actions menu to open the modal window and access the voucher's secret number. Copy the number
4. Click on Actions > Use Voucher from the Actions menu to open the modal window and specify the required information:
   1. Voucher Secret Number 
   2. Accounts Receivable
   3. Payment category
5. Click on SUBMIT

Conduct payment through communication center

1. Navigate to CRM > Communication Center > Access Communication Center
2. Search and retrieve the contact or account of the customer
3. Click on action Retrieve Secret Number from the Actions menu
   1. Type the Voucher number 
   2. Click on SUBMIT
      The Secret Number will be returned 
4. Click on Use Voucher from the Actions menu to open the modal window and specify the required information:
   1. Voucher Secret Number 
   2. Accounts Receivable
   3. Payment category
5. Click on SUBMIT

Additional Information

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Vouchers Business Examples

Setting up voucher types 

Creating and using vouchers as payments