IN BRIEF:
When a Gift Certificate is purchased through the Customer Portal, the System generates multiple accounting entries, including a CREDIT. In certain situations—such as when the purchaser is not the recipient—staff may need to move that CREDIT to a different family ledger. This article explains how to identify the correct entries and safely adjust the ledger while preserving audit accuracy.
Overview
Gift Certificates allow families to pre-pay for future services. When a Gift Certificate is purchased, the System automatically creates several financial records, including a CHARGE, a PAYMENT, and a CREDIT.
In some cases, staff may need to relocate the CREDIT to a different family ledger—most commonly when the purchaser is not the intended recipient. The steps in this article focus on identifying the correct CREDIT and moving it without impacting reporting accuracy or audit history.
Accessing the Feature
To review and adjust Gift Certificate-related entries, staff will work primarily within the Ledger and Audit Log areas of the Office Portal.
- From the main navigation menu, go to Ledger.
- Open the appropriate family ledger, including the system-generated “--, Gift Certificate” family when applicable.
- Use the Audit Log and Online Activity records as needed to confirm transaction details.
Step-by-Step Instructions
Identify Audit Log Entries
When a Gift Certificate is purchased, the Audit Log records the following events in chronological order:
- Creation of the PAYMENT.
- Creation of the CHARGE.
- Application of the PAYMENT to the CHARGE.
- Creation of the CREDIT (using credit type 11. GIFTCARD).
- Confirmation that a receipt has been sent.
Review Online Activity Notifications
Staff members also receive Online Activity entries that confirm both the payment and the credit:
- PAYMENT: Online payment made for the amount of $ --------
- GIFTCARD: Gift Card credit created for the amount of $ --------
If the Family column shows “--, Gift Certificate,” select the magnifying‑glass icon next to the GIFTCARD line to view the CREDIT’s Title. The title identifies which family is the intended recipient of the credit.
Review Ledger Entries (Family Logged In)
When the purchasing family is logged in, their Family Ledger displays three related entries:
- CHARGE: GiftCard: Buyer’s Name – Buyer’s Email – Buyer’s Phone Number
- PAYMENT: (Payment Type) GiftCard: Buyer’s Name – Buyer’s Email – Buyer’s Phone Number
- CREDIT: (Credit) GiftCard: Buyer’s Name – Buyer’s Email – Buyer’s Phone Number – Payment ID
If the buyer enabled “This is a Gift for Somebody Else,” the CREDIT appears on “--, Gift Certificate” instead and uses the recipient’s details:
- CREDIT: GiftCard: Recipient’s Name – Recipient’s Email – Payment ID
Review Ledger Entries (Family Not Logged In)
If the buyer was not logged in, all three entries (CHARGE, PAYMENT, CREDIT) are posted to “--, Gift Certificate.”
The Payment ID embedded in the CREDIT title allows staff to match the CREDIT to its corresponding PAYMENT if questions arise.
Adjusting Ledgers to Issue the Gift Certificate Credit
Follow these steps to move the CREDIT to the correct family while preserving financial integrity:
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Locate the CREDIT to be moved.
- Open the “--, Gift Certificate” family ledger.
- Note or copy the CREDIT’s Title and Amount.
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Create a new CREDIT on the recipient’s ledger.
- Open the correct family ledger and select CREATE NEW PAYMENT.
- For Payment Title, use the Title copied from the “--, Gift Certificate” family ledger.
- Select Credit Type “GIFTCARD.”
- Enter the exact Amount noted in step 1.
- Save the payment.
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Void the original CREDIT.
- Return to the “--, Gift Certificate” family ledger.
- Void the original GiftCard CREDIT entry.
Multi‑Location Considerations
If your organization manages multiple Locations, be sure to create the replacement CREDIT under the same Location where the family is or has been enrolled. Since both credits and charges are associated with a specific location, this ensures the CREDIT can be applied to outstanding charges at that Location.
If you do not have permission to access that location, consult your account administrator.
Troubleshooting & FAQs
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What happens if I void the CHARGE or PAYMENT instead of the CREDIT?
- Voiding the CHARGE or PAYMENT will unbalance your books and mis‑state revenue. Always leave the CHARGE and PAYMENT on “--, Gift Certificate”and void only the CREDIT.
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Can I delete the “--, Gift Certificate” family?
- No. The “--, Gift Certificate” family maintains a complete audit trail for the original transaction. Leave it intact.
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Do multipliers (e.g., promotional bonuses) affect these steps?
- No. Always copy the CREDIT amount exactly—even when a multiplier is included—so reports continue to reconcile correctly.