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How to Resend a Misplaced Experience Voucher to a Customer

If a customer has lost or misplaced the email with their experience voucher, you can resend it so they can redeem it. Either guide the customer to resend it themselves or resend it on their behalf.

Before You Begin

  • Confirm the customer's email address (the one the voucher was originally sent to).
  • Have access to the Facilipay Business Portal and, ideally, a backup inbox configured to receive copies of digital vouchers.
  • Know the purchase date, amount, and voucher details to help locate the correct voucher.

Option 1 — Customer Resends It Themselves

When an experience voucher is originally sent:

  1. A receipt email is sent to the purchaser.
  2. That receipt contains an option/link for the customer to resend the voucher to the intended recipient.
  3. The customer can also edit the email address if a typo was made in the original purchase, then resend it.

You can share these steps with your customer so they attempt the resend from their receipt email.

Option 2 — Resend on the Customer's Behalf

If the customer can't locate the original email or prefers you to resend it:

A) Using a Backup Email Inbox

  1. Ensure you've set up a backup email inbox in the Facilipay Business Portal (so digital vouchers are copied there automatically).
  2. Search that inbox for the voucher email using details like:
    • The customer's email or recipient name
    • Voucher amount
    • Date/time of purchase
  3. Find the correct voucher email, then forward it to the customer's correct email address.

Tip: A backup inbox makes it much easier to locate vouchers when a customer misplaces theirs. If you don't already have one set up, consider adding one in your portal settings.

B) If You Don't Have a Backup Inbox

If there's no copy in your system:

  1. Search the Orders section in the Facilipay Business Portal for the voucher order (using date/time and amount).
  2. Download the voucher PDF from the order details (if the order contains the issued voucher).
  3. Email or send the downloaded voucher file to the customer.

If you can't locate the voucher at all, contact Facilipay Support with:

  • The email address the voucher was sent to
  • The date of purchase
  • The voucher value

Support can help locate and resend the voucher on your behalf.

What Customers Experience

  • The customer receives the voucher email with instructions on redeeming it.
  • They can open the voucher on their device or save the PDF for later use.
  • If the email address was updated during the resend, the new address receives the voucher.

Tips & Best Practices

  • Verify the email: Always double-check the customer's email address.

  • Backup inbox: Use a dedicated backup inbox to receive copies of all vouchers — this simplifies retrieval.

  • Search filters: Use filters like purchase date, amount, or recipient name when locating vouchers.