Frequently asked questions

We’ve put together our most frequently asked questions, so you can get the answers you need instantly, saving yourself a call or an email to us.

We hope you find what you’re looking for, but if not, please get in touch and we’ll be happy to look into your question.

How do I log onto the Gift App (the gift admin area)?

Go to your gift voucher shop and click onto the ‘LOGIN’ button which is located in the footer. If you don’t know your gift shop URL, you can find it by going to your own venue’s website and click onto a ‘gifts’ link. If you don’t have login details, please get in touch with us and we’ll help you with this.

How do I locate a voucher on the system without an order number?

If a customer does not have their voucher or order details available, you can search by buyer’s surname, email address or postcode. Please see our training guide ‘How to find a voucher’ for further instructions.

How do I locate a voucher on the system without an order number?

If a customer does not have their voucher or order details available, you can search by buyers surname, email address or postcode in the ‘Order Management’ section of the Gift App.

A customer has requested a VAT receipt. Is that possible?

SK Chase is not able to provide VAT or tax invoices. Most venues are only be able to provide a VAT receipt upon redemption of the voucher, once the service has been provided and charged accordingly. Please speak to your internal Finance team about this in the first instance to see if this is possible.

Can a gift voucher be refunded once purchased?

In the UK vouchers cancelled within fourteen days of purchase must be fully refunded.

Outside this period, it’s down to your own venue’s refund policy on whether to refund or not. We find that a lenient and generous approach to this goes a long way in delivering an outstanding gifting experience, helping build future loyalty with customers.

Refunding a gift voucher is a task that is managed at hotel/venue level and we are not able to authorise these on your behalf. If you wish to refund an order, but don’t have the user rights to do so in the Gift App, please feel free to get in touch with us, and we can look at steps to make this process easier for you. You may need to get authorisation from your internal Finance team or a Manager to have the permission added to your login.

Can I issue a refund if the cardholder has changed their bank account?

Yes you can. If the cardholder informs you that they have changed their bank accounts, they should have a redirect in place, so please process the refund as usual. In case the buyer does not receive the funds within 10 working days, kindly inform us so that we can initiate an investigation.

Can I see our gift shop data in our Google Analytics account?

Yes you can. Simply email us your venue’s GA4 Measurement ID, also including your venue’s name, website address and gift shop URL. The GA4 Measurement ID is located in your Google Analytics account by logging on and following the steps below.

Admin > Property > Data Stream > Web stream details tab