This help article explains how to help a parent that cant access their voucher and what to do if a voucher is showing as processing.
Search for the parent using the search bar
Please enter the order you need to check by clicking on the three dots and then 'view order details'. You are then able to search for the parent using the search bar.
View the order details to check the status
Now you are able to check the status of their voucher. The five different statuses and their definitions can be found below;
1. Delivered: The voucher has been assigned and the parent can now choose their retailer.
2. Awaiting retailer choice: The parent has not yet selected a retailer for this voucher.
3. Voucher delivered: The voucher has been received by the parent.
4. Accessed by parent: The parent has accessed the voucher provided.
5. Voucher processing: The parent has selected their retailer and is now waiting for their voucher to be sent. (This will generally only show if the parent has selected Morrisons as their retailer as there can be between a 6-12 hour delay in receiving these due to the supermarket systems).
How to help during each status
1. Delivered
- If the parent is not receiving the initial message, please check their contact details are correct and contain no errors (such as commas). If they are incorrect, you will need to unassign the voucher from them and edit the details when assigning again.
- If the contact details are correct, please resend the link by clicking 'resend'.
- If the parent is still unable to access the voucher, you can either unassign the voucher from them and use the download feature (option 2) to download and send manually, or follow the steps below;
1. Click 'retailer choice' then 'copy to clipboard'
2. Paste the link into a new tab within your browser
3. Select the retailer and confirm
4. If selecting any retailer other than Morrisons, you will then be redirected to the voucher. You will need to click 'view voucher' and can then either copy and paste the link to the parent, or print it out for them. If selecting Morrisons the voucher will show as 'voucher processing' until it is ready. Once available will show as 'voucher delivered', you can then access and send the voucher to the parent. IMPORTANT: if selecting the retailer for the parent like this, you will need to send the voucher to them manually as it will not register to their account.
2. Awaiting retailer choice
- Please ask the parent to log in via https://evouchers.com/recipient/login and select the retailer.
- If they are still struggling, please unassign the voucher from them and use the download feature (option 2) the download and send manually or follow steps 1-4 as above.
3. Voucher delivered
- Please ask the parent to login via https://evouchers.com/recipient/login to access the voucher in the account.
- If they are still unable to access the voucher, you are able to access it to send manually using the steps below;
1. Click 'view voucher' then 'copy to clipboard'
2. Paste the link into a new tab within your browser
3. Click 'view voucher'.
4. You will now see the parents voucher, you can either copy and paste this link to the parent, or print it off and give it to them.
4. Accessed by parent
- Please ask the parent to login via https://evouchers.com/recipient/login to access the voucher in their account.
- If they are still unable to access the voucher, you are able to access it to send manually using the steps below;
1. Click 'view voucher' then 'copy to clipboard'
2. Paste the link into a new tab within your browser
3. Click 'view voucher'.
4. You will now see the parents voucher, you can either copy and paste this link to the parent, or print it off and give it to them.
5. Voucher processing
- If showing voucher processing, this means that that the voucher is waiting to be purchased and sent to the parent. This can take between 6-12 hours and the parent will be notified once this is available. Once available the status will change to 'Voucher delivered' and the parent can log in to view the voucher.
Login link no longer works
If a parent is seeing the screen below, the link they are accessing has now expired.
Please ask them to log in again by pressing 'click here' or going to evouchers.com/login.
There has been a problem with your voucher
If the parent is unable to view their voucher as the error screen below is showing, please contact us with the following information so we can investigate further;
- Order reference number
- Child/Parent name
- Parents email address/mobile number.