Objective
This SOP explains how to share gift voucher purchase links with patients and how patients can redeem gift vouchers during online booking. It is designed to help staff understand the patient journey, support troubleshooting, and record voucher use correctly in clinic.
Key Steps
1. Confirm gift vouchers are already set up before directing patients to purchase them 0:12
Verify that gift vouchers have already been configured in the system before sharing purchase instructions.
If vouchers are not yet set up, direct the team member to the separate gift voucher setup training first.
Use this SOP only after voucher products are active and available in the booking system.
2. Make the gift voucher option visible on the external booking homepage 0:21
Once gift vouchers are enabled, confirm that the external booking homepage shows both:
Make a booking
Purchase a gift voucher
Check that the voucher option is accessible to patients from the home screen.
If needed, test the patient view to ensure the option appears correctly.
3. Share the direct gift voucher link on website and social media 0:38
Locate the specific gift voucher URL generated by the booking system.
Share this direct link on:
Website
Social media channels
Any patient-facing digital communications
Use the direct link when you want patients to go straight to the voucher page instead of the homepage.
4. Guide patients to select a voucher type and amount 1:10
On the gift voucher page, patients should see the voucher options configured by the clinic.
Confirm that patients can choose between available voucher types, such as:
Monetary vouchers
Custom vouchers
Instruct patients to select the desired amount or enter a custom amount if applicable.
5. Complete the voucher purchase flow 1:23
After selecting the voucher amount, the patient should click the Buy Now button.
The system will then prompt the patient to choose whether the voucher is for:
Themselves
Someone else
Ensure the patient selects the correct option before proceeding.
6. Enter purchaser details when the voucher is for the patient themselves 1:52
If the patient is buying the voucher for themselves, they should enter:
First name
Last name
Email address
These details are used to send the voucher confirmation and code to the purchaser.
Confirm the email address is accurate before continuing.
7. Enter recipient and sender details when buying for another person 2:12
If the voucher is being purchased for someone else, the purchaser should select the option to send it to another person.
Collect the following details:
Recipient name
Recipient email address
Sender name
Sender email address
Optional personal message
Review the information carefully so the voucher is delivered to the correct person.
8. Proceed to payment and complete checkout 2:31
After entering the required details, select Continue to payment.
The patient can then complete checkout using the available payment methods, such as:
Card details
Google Pay
Apple Pay
Do not finalize the purchase until payment is successfully processed.
9. Confirm the voucher is created and delivered after purchase 2:56
Once payment is completed, the voucher should automatically be created in the AesthetiDocs account.
Confirm that the voucher appears in the voucher list.
The purchaser or recipient should receive a confirmation email containing the voucher code.
Remind patients that the code can be redeemed in clinic.
10. Allow patients to redeem a gift voucher during online booking 3:32
When a patient is booking online and reaches the payment step, explain that they may redeem a voucher there.
Continue through the booking flow until the payment screen is displayed.
This redemption process applies when the patient wants to use the voucher toward the booking cost.
11. Apply the voucher code at the payment step 4:03
On the payment screen, patients may see payment options such as:
Deposit plus inclination
Pay in full
At the bottom of the page, they can choose to use:
Account balance
Gift voucher
If using a gift voucher, the patient should enter the voucher code and click Redeem.
The voucher value will be deducted from the payment total.
12. Review partial voucher use and remaining balance 4:23
If the voucher does not cover the full amount, the system will show the remaining balance.
Confirm whether the voucher is marked as:
Fully used
Partially used
Note the remaining amount so it can be used later in clinic if needed.
13. Complete the booking and record voucher use in clinic 4:35
After the voucher is applied, the patient can proceed to checkout and complete the appointment booking.
When the patient arrives in clinic, ask them to provide the voucher code if needed.
Record the voucher redemption in clinic records to ensure the balance is tracked correctly.
Cautionary Notes
Do not direct patients to purchase vouchers until the voucher products have been fully set up and enabled.
Ensure the direct voucher link is correct before publishing it on public channels.
Verify recipient and sender details carefully when vouchers are purchased for another person.
Remind patients that voucher codes must be entered at the payment step to apply the discount.
If a voucher is only partially used online, track the remaining balance so it is not lost or duplicated.
Be mindful that some patients may prefer not to pay a deposit if they already have a voucher balance, as this can feel like paying twice.
Tips for Efficiency
Save the direct voucher URL in a shared team resource for quick access.
Use the same standard wording when instructing patients on how to buy or redeem vouchers.
Test the purchase and redemption flow periodically using a demo or internal account.
Keep a simple internal note template for recording voucher codes and remaining balances.
If patients have questions, direct them to the support team promptly to avoid delays in checkout.