User guide

Description

This page covers the actions you tap in the app. The right path depends on whether the voucher is still unused and whether you are on the voucher screen or an order screen. Names below match common in-app labels; if your build uses slightly different wording, follow what you see.

A. Cancel an unused voucher (from My vouchers)

1. Open My vouchers and select a voucher that is still unused (and that you are allowed to manage—gifted vouchers you sent away may not offer this).
2. Tap Cancel (or the equivalent control on the voucher actions).
3. When the sheet appears, read both options carefully:
   • Store Credit — the subtitle explains timing (often instant) and what is included.
   • Original Payment — the subtitle explains service fee rules and business-day timing to your card; mixed Store Credit + card purchases may say the credit portion returns to balance first and the remainder to the card.
4. Tap Keep Voucher if you change your mind; otherwise confirm your choice.
5. After a successful Store Credit return, the app may toast that vouchers were refunded to Store Credit; for Original Payment, you may see refund processing while the platform and bank side finish.

B. Request Refund (order-level flow)

Some purchases use an order screen titled Request Refund:

1. Open Orders (or Purchase history) and select the order that matches the purchase.
2. Open Request Refund when it is available.
3. Review Refund Amount (for example Full Refund when shown) and Refund To—the screen may say the refund will return to the card or payment method used for the purchase.
4. Pick a reason from the list (for example Changed my mind, Found a better deal, Bought by mistake, Other).
5. Tap Confirm Refund (or follow the primary confirm control).
6. You may see Refund request submitted. We will review and notify you once processed.—then watch the same screen or order area for updates.

Status labels you may see (order flow)

• Refund Processing — the platform is still working on the return; messaging may mention an amount and that you will be notified when complete.
• Refund Completed — the app confirms completion and may repeat that funds went to your original payment method.
• Refund Rejected — the request was not approved; the app may say the order remains valid.
• Refund Failed — processing could not finish; the app may ask you to contact support.
• Refund Not Available — the app explains why (for example already used, expired with automatic handling messaging, or not eligible). Read that paragraph, then see Refund eligibility or Contact support.

C. After the voucher was used at the venue

• Do not expect the Cancel shortcut on the voucher to work—when used, the app explains that the coupon cannot be refunded that way.
• If policy allows a follow-up, use whatever refund request, dispute, or support path appears under Orders or linked help—include photos or staff confirmation if the form asks.
• Expect longer timelines when a business review step is involved; the platform completes the money side after an approval path.

<!-- IMAGE: refunds-order-actions | caption: Order detail with Request Refund and status strip -->

Figure (placeholder): Order screen with Request Refund, reasons, Confirm Refund, and status such as Refund Processing.

If something goes wrong

• Buttons are missing or greyed out → your case may be used, gifted, outside the window, or not supported for that deal; read on-screen text, then Legal or Contact support.
• You are stuck on Refund Processing longer than the estimate on your sheet → gather order ID and time, then Contact support.

Next

For unused vouchers past validity, see Expired vouchers.