Frequently asked questions

Gift cards are a payout — you hand them out and hope they motivate the right behaviour. Vouchley is a programme. You set the rules (who earns, what they earn it on, what they redeem against, what the budget cap is), and every point sits on a ledger from the moment it is earned to the moment it is redeemed. You see which participants are engaged, which campaigns are running, and where your budget is going. Gift cards give you a cost line. Vouchley gives you a closed loop you can see into.

The catalogue side is where most prospects land — Vouchley's catalogue runs to thousands of products, from digital gift cards to physical goods across electronics, home, outdoor, sport and fashion, and end users redeem against whatever they actually want. You're not picking the reward for them; they are.

Your programme is configured with a monthly budget cap. When participants earn points, it draws down that budget. If they don't redeem inside the period, you choose what happens via your rollover policy — there are four options:

• No rollover — the points expire and don't carry forward.
• Roll to next month — unused budget extends next month's cap by the unspent amount (single-chain only; doesn't compound indefinitely).
• Refund to you — Vouchley issues a credit note via Xero at month-end for the unused budget.
• Roll to programme ledger — unused budget accumulates against the programme's running total for future use.

Set this when you launch your programme. Change it any month. The audit trail captures every carryover decision.

For a first programme on the Starter tier, the target is around 4 weeks from contract signature to the first participant earning points. An Enterprise programme usually runs longer, because it generally involves an integration to your sales system. How close you land to that target depends almost entirely on how quickly your inputs arrive — eligibility, budget, brand assets, integration access.

Vouchley runs the setup concierge — we build the programme, configure budgets, build the campaigns, set up the catalogue, and handle integration setup on your behalf. You focus on your side of the decisions: who earns, what they earn on, what the budget is, what the brand should look like. We do the rest.

Yes. Your programme carries your logo, accent colour, and headline across the participant experience. Email invitations and broadcast EDMs go out brand-skinned from your own admin surface — the Vouchley email shell renders your logo at the top, your accent colour on every CTA button, and your own sender name. That branding is included on every tier; it isn't an upgrade.

What does change by tier is the toolkit around it. Starter covers bulk email invitations and the first-earn journey. Scale and Enterprise add the full toolkit — per-location QR codes for retail signage that drop people into self-serve sign-up, the EDM builder, and the funnel widget.

Fully custom email templates sent from your own domain (your own HTML, your own sending identity, your own DKIM) are not part of the platform. If that matters to your programme, raise it during scoping — it's quoted per deal, not offered as a tier feature.

Vouchley does the operational lift. Programme setup, budget configuration, campaign creation, catalogue setup, integration wiring, fulfilment of every redemption, payment processing, returns and refunds, customer support for end users, ATO-clean accounting integration.

You make the decisions and run your own marketing. Who's eligible, what behaviours earn points, what the budget cap is, what the brand looks like, when to run promotional campaigns. Then you use Vouchley's self-service Marketing Toolkit to invite participants, put QR codes on the counter, send broadcast emails, and celebrate first-earn moments.

The split is deliberate. Operational surfaces have a big blast radius and benefit from Vouchley's deep expertise. Marketing surfaces have a small blast radius and benefit from your own brand voice. Vouchley runs the operational side on every tier — that's the concierge model, not a tier restriction. What Enterprise adds is custom integration work into your own systems, not a different division of labour.

End users initiate a return through the standard "Report a problem" surface on their order. Vouchley's support team picks it up and processes the refund — Vouchley aims to front the participant refund (points reversed, cash top-up refunded through Stripe) as soon as the return is approved. We absorb the working-capital delay so your participant isn't left waiting.

You see every return in your admin dashboard. The points reversal hits your programme's points-liability number the same day. Vouchley absorbs any cost variance internally so your monthly budget reconciles cleanly.

Vouchley aims to monitor every order through to delivery. When a tracking event arrives we update the participant automatically — they see live status in their order history and get an email at dispatch and delivery, plus a text message where your programme has SMS enabled. If an order runs longer than expected it's flagged for review by our ops team and Vouchley chases it down; the participant gets a holding email so they're not left wondering.

The promise participants see at checkout: their order is placed for fulfilment within 1 business day; delivery typically 3–10 business days.

You see delayed orders in your admin dashboard, but you don't have to act on them — Vouchley owns fulfilment end-to-end.

Yes. Your admin dashboard shows points awarded, points redeemed, current balance, tier (Bronze / Silver / Gold / Platinum), last activity, and engagement signals (streak, badges earned, multiplier participation) per participant. Drill into any participant for their full transaction history.

There's also a programme-wide view — total points liability, monthly budget burn, redemption rate, top redeemed products, tier distribution, marketing funnel (invited → joined → activated → engaged → dormant), and an active-promotions panel.

There's a return figure too, and it works differently from what you might expect. You enter the revenue you attribute to the programme, month by month. Vouchley divides it by what the programme cost you that month and shows the multiple, labelled as your own reported figure — Vouchley does not verify or measure it. Until you report anything, what's on screen is an illustrative example built from your own assumptions, not a result, and it says so.

You configure which 6 widgets you want to see; the dashboard auto-refreshes every 30 seconds.

There's also an activity view — a plain-English record of what happened in your account and when: points awarded, invitations sent, campaigns launched, orders placed. It's there so an admin can answer "who did what, when" without asking us.

Vouchley keeps clean, ATO-friendly records out of the box. Every invoice carries a sequential identifier (ATO and accountant convention), every refund carries a sequential credit-note identifier, and Vouchley posts monthly journals into your Xero file if you have one connected.

For the fringe benefits tax question: rewards delivered to your end users via Vouchley are arms-length third-party purchases, not gifts you've personally provided. The accounting treatment differs from in-house gift-card schemes — we recommend you walk your specific programme structure past your accountant during onboarding. Vouchley's onboarding team has talking points and a clean documentation pack for them.

Vouchley absorbs cost and delivery variance internally so your monthly budget stays predictable — that variance never appears in your books, which carry only the clean per-invoice line items. The reserve that funds it sits on Vouchley's side of the ledger, not yours.

Three tiers, three contract shapes:

• Starter — 6-month minimum initial term on your first Statement of Work, then month-to-month. One-off setup fee at signature.
• Scale — 12-month minimum initial term on your first Statement of Work, then month-to-month. One-off setup fee at signature.
• Enterprise — 24-month minimum initial term on your first Statement of Work. One-off setup fee at signature.

All tiers include a Master Services Agreement (MSA) — Vouchley's standard MSA covers Privacy Act compliance, data residency in Australia, the points-liability framework, the price-variance handling, the dispute / refund pathway, and the termination clauses (next question).

Vouchley's standard MSA is a complete document, not a summary. Your legal team can mark it up, and we'll walk you through the clauses that matter most rather than leave you to read it cold.

You give notice per your tier's contract terms. Vouchley's termination clause covers three things:

• Transition window — typically 60 days from termination notice. Participants continue to earn and redeem; Vouchley continues to fulfil. New invitations may be paused at your option.
• Outstanding points liability — handled per the rollover policy you set at programme launch. Three paths: settle in cash (Vouchley credits the AUD equivalent to your account), let participants run down their balances through the transition window, or extend redemption-only access for participants past termination (negotiated).
• Data handover — full export of participant data, transaction ledger, audit trail. CSV + JSON formats. You get a clean break with full records.

The hard rule: end users who've already earned points are honoured. Vouchley never strands a participant — every point earned is either redeemed during transition or settled in cash to you so you can settle it with them.

Yes. Vouchley is Australian Privacy Act-ready (APPs 1–13 covered in the Privacy Policy at vouchley.com.au/privacy), with the live database hosted in Sydney, TLS 1.2+ in transit, AES-256 at rest for credentials, and an append-only audit log for every state change. Multi-tenant row isolation is enforced at the data layer — your data is never visible to another customer.

We also keep an encrypted offsite backup copy of the database with an overseas storage provider, so we could recover the platform after a disaster. We encrypt it before it leaves us and hold the only key, so the provider cannot read it — but that copy may be stored outside Australia, and we don't claim otherwise. The Privacy Policy sets this out in full.

End users see what they can see (their own profile, their orders, their points balance, the catalogue). They can request data export and deletion at any time, and manage their contact preferences at /me/comms-preferences. One caveat we state rather than bury: erased data can persist inside those encrypted backup copies for up to fourteen nights before it ages out. It is never restored into the live platform. Cookie policy at vouchley.com.au/cookies.

For the Privacy / Cookie / DPA pack and the PII flow audit your security team will ask for, your onboarding rep provides it during MSA review.

Customer stories are coming, and we won't fake one in the meantime. Vouchley has not published a customer case study, and won't until a paying customer has one worth reading and has agreed in writing that we can use it. No anonymised numbers, no "an early customer told us", nothing directional. Until then the only figures we cite are published industry research.

One channel programme, studied by the Incentive Research Foundation — a Fortune 500 manufacturer selling through resellers — found up to 32% revenue lift, market share exceeding 30% in 9 of 12 markets, and net operating income reaching 19% of revenue. That is one programme, not a typical or average result.

Separately, a meta-analysis of 45 qualifying studies (Condly, Clark & Stolovitch 2003, *Performance Improvement Quarterly* 16(3), catalogued by the Incentive Research Foundation) reports a 22% average performance gain across incentive programmes, rising to 44–48% for programmes running 12 months or more.

What we can offer:

• A live walkthrough of the full participant, admin and marketing surfaces (book a demo).
• The full MSA, Privacy Policy and Data Processing Addendum pack for your legal team.
• A first programme scoped so the risk is small and visible — terms written into your Statement of Work, a monthly budget cap the platform hard-blocks against, and a defined initial term with a review at the end of it.

The honest framing: you'd be an early Vouchley customer, and you'd pay the same published pricing as the tenth one. What being early changes is scope, not price — the first programme is scoped tightly with you, written down before you start, and reviewed at the end of its initial term.

Once you're running, the dashboard can show a return multiple against revenue you report, month by month, labelled as your own figure. Vouchley does not verify or measure it. That's deliberate — we'd rather show you your own number honestly than invent one for you.

Three tiers — Starter, Scale, Enterprise — built around a flat monthly subscription. The rewards margin is built into the catalogue points price your participants already see — there's no separate per-redemption fee. One-off setup fee at contract signature covers concierge onboarding (programme build, catalogue wiring, brand setup, first invite list).

• Starter — $2,000 / month + $3,500 setup (one-off). Up to 10 locations, 50 participants, 1 programme. Year-1 total $27,500 (including the one-off setup; the recurring annual subscription is $24,000).
• Scale — $4,000 / month + $5,000 setup (one-off). Up to 50 locations, 250 participants, 3 programmes. Year-1 total $53,000 (including the one-off setup; the recurring annual subscription is $48,000). Most popular.
• Enterprise — $7,000 / month + $10,000 setup (one-off). Unlimited locations, participants and programmes. Year-1 total $94,000 (including the one-off setup; the recurring annual subscription is $84,000). SAML SSO, bespoke integrations, dedicated CSM.

Rewards margin works the same on every tier — it's built into the catalogue points price, so the only thing it costs you is the points your participants actually redeem. Unredeemed points cost nothing. No per-redemption surcharges, no surcharges on cash top-up, no per-seat invoicing surprises.

Billing is monthly in arrears by default. Annual upfront is available where your Statement of Work elects it — same published fees either way.

Not as a standing offer — Vouchley doesn't run a trial rate, a beta rate, or a discounted starter period. The pricing you see is the pricing, for every customer.

What we do instead is scope the first programme so the risk is small, visible and reversible:

• Your terms are agreed with you and written down before you start. Commercial terms are set out in your Statement of Work — the participants, the locations, the points rate, the fees, and a monthly budget cap.
• The budget cap is a hard stop, not a guideline. The platform blocks spend past the cap you set. Your reward spend cannot run away from you.
• A defined initial term, then a review. Your first programme runs to a set term. At the end of it we look at what it actually did — and either side can decline to continue.
• An early-cancellation right where your Statement of Work includes it. Where that's agreed, you can end that Statement of Work during the exit window on 14 days' written notice, for any reason.
• Your data leaves with you. Full export on termination, and outstanding participant points are handled under the wind-down terms in the agreement.

If the real question is "how do we do this without betting the year on it" — that's the answer.

Best way to start: book a demo and walk a live programme end-to-end. The demo is 45 minutes — admin tour, participant journey, and an illustrative model built from your own numbers. After the demo you'll know whether Vouchley fits.

The published tier prices are what you are invoiced, in AUD. There is no separate per-redemption fee, no per-seat charge, and no surcharge on cash top-up. The rewards margin is built into the catalogue points price your participants already see, so the only reward cost is the points they actually redeem — unredeemed points cost nothing.

Vouchley is operated by Vouchley Pty Ltd (ACN 699 968 655, ABN 75 699 968 655). Every invoice carries a sequential identifier and every refund a sequential credit-note identifier, so your accountant has a clean record from day one, and each invoice states the tax treatment applying on the day it is issued.

Every tier includes a monthly fair-use SMS allowance that covers the messages Vouchley sends on your behalf — order-dispatch and delivery alerts, multiplier-campaign notifications, and your own broadcast SMS campaigns:

• Starter — 5,000 SMS / month
• Scale — 10,000 SMS / month
• Enterprise — uncapped

The allowance is sized with plenty of headroom for ordinary programme operation. As an illustration, a Scale-tier programme running 250 participants on a monthly campaign cadence would use in the order of 1,800 SMS a month — well inside the 10,000 included.

If a month ever runs over the allowance, you get 30 days' written notice and a chance to bring usage back within the threshold before any over-allowance billing applies. Beyond that, over-allowance volume is invoiced at AUD $0.06 per SMS — Vouchley's at-cost carrier rate, passed through with no margin uplift. Planning a one-off spike like a Christmas or launch campaign? Tell us 7 days ahead and it's covered under the safe-harbour, no over-allowance charge — available twice in any 12-month period.

We say "fair-use" rather than "unlimited" deliberately: the included allowance is accurate for how real programmes run, and you'll never get a gotcha invoice for normal use.

Points work the same way for every Vouchley customer, in both directions.

Earning. At onboarding you nominate how many sales dollars earn 100 points. That rate is fixed for the life of the programme — it does not move once participants start earning, so nobody's balance is ever re-based under them, and nobody has to wonder whether this quarter's points are worth less than last quarter's.

Redeeming. 100 points is $1 of catalogue value. The same for every programme, every customer. A participant can look at any item in the catalogue and know exactly what it costs them.

The catalogue points price is built from what the product costs, with a single fixed uplift applied — cost × 1.25 — which covers Vouchley's margin and delivery. Digital gift cards carry no uplift (cost × 1.00).

Your monthly budget cap governs the total. When participants earn, it draws down that budget, and the platform hard-blocks anything that would take you past the cap you set.

Yes — exclusivity is available on request. It means Vouchley agrees not to run a programme for your direct competitors inside a scope you and we define: a product category, a sales territory, or a named set of competitors.

It is not on the published price list and there is no standard package. Exclusivity is a commercial conversation held deal by deal and agreed at Vouchley's discretion — scope, term and commercial terms are all settled in that conversation rather than picked off a rate card. Where it is agreed, it is written into your Statement of Work alongside the rest of the deal, so what has been agreed sits on the page rather than in an email thread.

If you want it considered, tell us the scope you have in mind — the category, the territory, or the competitors you want covered — and we'll talk it through. Reach us at sales@vouchley.com.au or book a demo.

Access is built around five setup profiles, applied as a template when Vouchley stands up your account:

• Principal Brand Admin — full administrator of a single-network Principal Brand account: runs every programme, configures budgets, sees all reporting.
• Principal Brand participant — an end user in a Principal Brand network (earns and redeems; no admin surfaces).
• Supplier Owner — full administrator across all programmes in a multi-customer Supplier account.
• Supplier Customer-Admin — an admin scoped to one programme, with fine-grained capabilities (promotions, email, SMS, participant invites, branding, reporting) switched on per customer. The default grant is reporting-only; the Supplier Owner decides whether to delegate campaign-building to the Customer-Admin or run campaigns centrally.
• Supplier participant — an end user in a Supplier's customer network.

A Customer-Admin only ever sees the rows for their own programme — never another customer's data. When an admin opens the participant experience of a programme they run, it's a view-only preview — their activity doesn't count toward leaderboards or rewards. Vouchley configures these profiles with you during onboarding.

Both. Vouchley sets your first campaigns up with you, and the guided builders are there whenever you want to run one yourself. There are six to choose from:

• Flash Multiplier — multiply every point your network earns for a window you choose, then it snaps back.
• Product Bonus — pay bonus points on the specific products you want moving.
• Target Crusher — give each store or person their own target and pay a bonus to everyone who beats theirs. Not a race — everyone measured against their own goal.
• Leaderboard — rank your network over a period and reward the top of the table, with live standings.
• Scratchie — a quick scratch-to-reveal reward on a set cadence, for everyday engagement between the bigger promotions.
• Catalogue Specials — mark down selected rewards for a window, so points get spent rather than sitting unredeemed.

Email and text messages aren't separate promotion types — they're a step inside every builder, so telling your network about a promotion is part of building it rather than a second job.

There is no approval queue. Whoever holds the promotions capability builds and launches directly — that goes for your own admins and for a Supplier's Customer-Admins alike. Two things keep it safe instead. Every promotion runs inside your programme's budget cap, and the platform hard-blocks anything that would breach it before it goes live, with the projected cost shown to you first. And capabilities are granted per person: if someone shouldn't be launching campaigns, they don't get the promotions capability at all. The control is who holds the keys, not a sign-off step after the fact.

The short version: we ingest your sales data however you can send it. Points award against the sales data your own systems send us — not honour-system check-ins — and we meet those systems where they are rather than forcing a single integration path. The options, from most to least automated:

• Push / webhook — your system posts sales events to a signed Vouchley endpoint in real time.
• Native ERP connector — a direct mapper for ERP feeds (NetSuite is the first native connector; the generic signed ERP-feed contract covers others).
• Scheduled SFTP — drop a file on a schedule and Vouchley picks it up.
• Assisted CSV upload — upload a sales file straight from your dashboard, with column auto-matching and a preview before anything commits.
• A saved mapping — where your file doesn't match any template, we build the mapping once and reuse it every time.

A sale credits points; a return posts an automatic reversal, so balances stay honest. If your setup is bespoke or legacy, we'll find a rung on that ladder that fits — the goal is zero manual re-keying. Vouchley handles integration setup for you.

Vouchley is Australian Privacy Act-ready (APPs 1–13). The live database is hosted in Sydney, encrypted in transit (TLS 1.2+) and at rest for credentials (AES-256), with an append-only audit log and multi-tenant row isolation so your data is never visible to another customer. An encrypted offsite backup copy is held with an overseas storage provider and may sit outside Australia — encrypted by Vouchley before upload, under a key Vouchley alone holds. Both the Privacy Policy and the Data Processing Addendum state this in full.

For the formal review your security and legal teams will run, Vouchley provides a Data Processing Addendum (DPA) that attaches to the Master Services Agreement. The DPA sets the controller/processor split (you are the data controller; Vouchley is the processor), data-handling obligations, sub-processor posture, and the erasure / export pathways.

If you send participant sales data through an integration feed, there's a specific posture: the feed is covered by the DPA, and before any live feed switches on, your participants need an APP-5 collection notice telling them their data is being collected for the programme. Vouchley supplies a template collection notice you can adapt. Your onboarding rep walks the full Privacy / Cookie / DPA pack with you during MSA review.

The baseline at launch:

• Australian hosting — the live database runs in Sydney. An encrypted offsite backup copy is held with an overseas storage provider and may sit outside Australia; we encrypt it before upload and hold the only key. The Privacy Policy states this in full.
• Encryption — TLS 1.2+ in transit; AES-256 at rest for stored credentials.
• Tenant isolation — every record is scoped to your tenant and enforced at the data layer; another customer can never query your rows.
• Append-only audit log — every state change is recorded and never edited or deleted.
• Signed integrations — inbound sales-data webhooks are HMAC-verified and de-duplicated, with a dead-letter queue and admin monitoring for anything that fails.
• Authentication — sign-in is handled by Clerk (a dedicated identity provider), not a home-rolled password store.
• Hardened web layer — security headers and content-security policy on the public surfaces, with rate limiting on sensitive endpoints.

Deeper assurances — penetration testing, formal tenant-isolation audit, and enforcing-mode CSP — are sequenced as part of pre-launch hardening. Your security team gets the PII data-flow documentation during onboarding.

Two deliberate calls, both about not over-promising.

On SMS: we say "fair-use allowance" rather than "unlimited" because unlimited isn't true for anyone — SMS has a real per-message carrier cost. The included allowance is sized for how real programmes actually run, with written notice and a safe-harbour before any over-allowance billing, so you never get a gotcha invoice. Honest beats a headline that breaks at the invoice.

On trials: a genuine incentive programme needs real participants, real sales data, and a few weeks of campaign tuning to mean anything — a self-serve free trial would just show you an empty dashboard. So there's no free trial. There's no discounted starter period either: the pricing you see is the pricing, for every customer. What we do instead is scope the first programme so the risk is small, visible and reversible — terms agreed with you and written into your Statement of Work, a monthly budget cap the platform hard-blocks against, a defined initial term with a review at the end of it, and an early-cancellation right where your Statement of Work includes it.

Vouchley is Australia's out-of-the-box B2B incentive platform. It's built for businesses that grow through a sales channel they don't run day-to-day — Principal Brands motivating their dealers, distributors, retail locations or frontline reps, and Suppliers running incentive programmes across several customer networks. If you want to drive the sales that matter through the people who sell your product, that's the fit.

It's deliberately not an employee-recognition or staff-rewards platform. Those reward your own team for engagement and tenure; Vouchley rewards commercial sales performance out in your channel. The two solve different problems and can happily run side by side.

Any network size works — the tiers scale from a single small network to unlimited programmes — and it comes as one box, not three: the rewards catalogue, the admin dashboard, and the marketing toolkit to run the programme, all included. Nothing to assemble.

Vouchley is built for the Australian market. Programmes run in Australian dollars, the catalogue is priced for Australia, and rewards are delivered to Australian addresses. That focus is deliberate — it's why the pricing, the tax handling and the fulfilment are all clean for an Australian business rather than approximated across a dozen currencies and customs regimes.

If your network reaches into New Zealand or further afield, raise it during scoping and we'll talk through what's realistic. But the platform is designed, priced and operated for Australia first — and for an Australian channel programme, that's a feature, not a limit.

Yes, two ways. For a quick, one-off adjustment, an admin can credit points to a participant directly, with a reason recorded on the ledger — useful for a manual correction or a spot reward outside any campaign. For structured bonuses, the promotion builders do it at scale: Product Bonus pays extra points on the specific products you want moving, and Target Crusher pays a bonus to everyone who beats their own target.

Who can do either is controlled per person. On a Supplier account, the owner decides whether a Customer-Admin can adjust points or build promotions, or whether that stays central. Every adjustment lands on the append-only ledger, so there is always a clean record of who awarded what, and why.

Yes. Vouchley is built around programmes, and a customer can run more than one — each with its own earning rules, budget and campaigns. A Supplier runs a separate programme for each customer network; a Principal Brand can split by region, product line or channel. The Scale tier includes up to 3 programmes and Enterprise is unlimited.

Within a single programme you can still target rather than treat everyone the same: promotions and broadcasts can be aimed at a segment you define — by location, tier or activity — so a campaign reaches one group without touching the rest.

The catalogue is run by Vouchley — thousands of products across electronics, home, outdoor, sport, fashion and digital gift cards, kept current and fulfilled by us. You don't build or maintain a reward list, and you don't carry any of the fulfilment or returns. Participants redeem against whatever they actually want, which is what keeps a programme engaging.

What you shape is the programme around it: your branding on the experience, your promotions and campaigns, and Catalogue Specials to mark down selected rewards for a window so points get spent rather than sitting idle. If there's a specific reward type your programme needs that isn't there, raise it during scoping and we'll tell you honestly whether it fits.

Setup is concierge. Vouchley builds your programme, configures the budgets and catalogue, sets up the first campaigns and handles any integration, so you're not assembling anything yourself. During onboarding you work with a rep who walks you through the admin surfaces and the legal and security pack your teams will ask for.

Once you're live, Vouchley runs the operational side end to end: fulfilment of every redemption, payment processing, returns and refunds, and support for your end users when they have a question about an order. Your admins reach us for anything at the programme level. Enterprise adds a dedicated customer success manager.

A participant is a person in your network with their own account, their own points balance, and their own redemption history. In practice that's a rep on a sales floor, a counter salesperson at a trade branch, a business development manager at a distributor, or a dealership salesperson.

Two things a participant is not. They're not one of your own employees — rewarding your own staff is a different product with different tax consequences, and Vouchley isn't built for it. And they're not an end customer — this isn't consumer loyalty.

Your tier sets how many participants a programme can hold: 50 on Starter, 250 on Scale, unlimited on Enterprise.

There's a second model worth knowing about. Where a network would rather the business earned than the individual — often because the network has a policy about staff accepting personal benefits — a programme can run as a shared location pool. Each site enrols one principal, usually the branch or dealership manager, points accrue to the site's pool, and the principal decides what happens to them. In that model each location counts as one participant, not one per staff member.

Size matters less than the arithmetic.

The question that decides whether a programme is worth running isn't how many people are in your network — it's how much eligible sales revenue flows through them, and how much of it you're willing to reward. A programme covering 25 people who each move serious volume can be a straightforward decision. A programme covering 300 people who each sell one unit a quarter usually isn't, because the reward per person never gets big enough to change what they do.

The Starter tier exists for focused networks: one programme, up to 10 locations, up to 50 participants. It's a complete programme, not a cut-down one — the catalogue, the dashboard and the marketing toolkit are all there.

If the maths doesn't work, we'll say so in the first conversation. That's a cheaper outcome for both of us than finding out in month four.

It's the set of tools you use to get your network into the programme and keep them interested, run by you rather than by Vouchley.

Concretely:

• QR codes, one per location. Print them for the counter, the workshop wall, or a trade-show stand. Scanning drops the person straight into sign-up for your programme, already attributed to that site.
• Bulk invitations. Upload your roster as a spreadsheet and send branded invitations. Duplicates and people already invited are skipped and reported back to you, so re-uploading a corrected file is safe.
• Broadcast emails. Compose an email in your branding — your logo, your accent colour — pick an audience, preview it, send it. Save it as a template and reuse it.
• Saved audiences. Name a segment once — a region, a top quartile, everyone who hasn't earned in 60 days — and reuse it across emails and promotions instead of rebuilding the filter each time.
• Text messages, where your programme has SMS enabled.

Nothing here needs a Vouchley person in the loop. That's the point: your communications go out on your timing, in your voice.

Six things, and most businesses already have five of them.

• Your network list — the locations taking part, with an address and a contact.
• Your participant roster — name, email and location for each person. A spreadsheet is fine.
• What earns — the products, ranges or activities that qualify. Written in a sentence, not a policy document.
• The rate — how many sales dollars earn 100 points. Vouchley will walk you through the trade-off before you commit, because the rate is fixed for the life of the programme.
• The monthly budget cap — the number the programme cannot exceed.
• Brand assets — logo and accent colour.

Then one thing that takes a conversation rather than a file: how your sales data will reach the platform. There are five routes — REST webhook, ERP push, scheduled SFTP, CSV upload, or a saved mapping for a file that doesn't match a template. If your data is messy, that's expected, and it's a mapping exercise rather than a blocker.

Vouchley does the rest: the configuration, the catalogue, the campaigns, the wiring, the fulfilment.

A kickoff call, then setup.

The call confirms the five decisions — who earns, what earns, the rate, what they redeem for, the cap — and agrees how your sales data will arrive. Usually 60 to 90 minutes, with the people who can actually make those calls in the room.

Then Vouchley builds it. The programme is configured, your budget and earn rate are set, your branding is applied to every participant-facing surface, your location list and roster are loaded, and the data path is wired and tested with a sample of your real sales data. You'll be asked to confirm the branding and check a sample of the roster; otherwise week one is quiet on your side.

Nothing is sent to your network until you say so. Loading your roster does not email anybody. Invitations go out when you decide they go out — that's a deliberate control, not an oversight.

The target for a first programme is around four weeks from signature to the first participant earning points. How close you land to that depends almost entirely on how quickly your inputs arrive; an Enterprise programme with a system integration usually runs longer.

You produce it. Vouchley does the arithmetic.

Each month you enter the additional revenue you attribute to the programme — the lift you believe the programme caused, not your total sales — and you tag it with the method you used to work it out. There are five methods: year on year, before and after, against a control group, your own estimate, or another method.

Vouchley then divides that figure by what the programme cost you over the same window and shows the multiple, with this label sitting beside it every time it appears:

Based on revenue you reported. Vouchley does not verify or measure this figure.

Four details that shape the number:

• Three months minimum. With one or two months reported, the dashboard shows totals only and no multiple. A single month is not enough to be worth a ratio.
• Months you skip are left out entirely. They are not counted as zero, which would quietly drag your own figure down.
• The cost side is points funded plus your subscription and setup fees. If your account has no subscription fee on record, the dashboard says so and tells you the multiple shown is higher than it would be on a full-cost basis.
• Weak methods are labelled. If any month in the window used your own estimate or another method, the whole window is shown as "self-estimated — indicative only". The weakest method in the window governs the label.

Every figure travels with its provenance: how many of the months in the window you reported, which methods you used, and when you last updated it. If a figure looks unusually high for a single month, the dashboard asks you to double-check it — and saves it exactly as you entered it either way.

Before you report anything, the dashboard shows an illustrative example built from your own assumptions, clearly labelled as a worked example rather than a result.

It means a person at your organisation typed a number into a form, and Vouchley took them at their word.

That is not a limitation we are apologising for. It is the design. Vouchley sits on your points ledger, your participant records, and your redemption history. It does not sit on your sales system, your customer relationships, or your margin structure — so it has no honest basis on which to tell you what the programme earned you.

What Vouchley can do is the arithmetic, on the figure you supply, against a cost it genuinely knows, with the method you chose recorded next to it. What it will not do is dress that up as a measurement.

The practical consequence: the quality of the number is the quality of your attribution method. A year-on-year comparison against the same month last year is worth more than a considered guess, and the dashboard labels the difference rather than blurring it. If you want the figure to stand up in front of a CFO, pick a real comparison method at the start and use the same one every month.

The uncomfortable version, said out loud: nobody — not Vouchley, not any vendor — can tell you what would have happened without the programme. That counterfactual does not exist anywhere. Everything anyone reports about incentive return is a comparison standing in for it. We would rather name the comparison you chose than hide it inside a number with our logo on it.

Eight reports, available as CSV or PDF from your dashboard, over any date window you choose:

• Spend by programme — reward value issued, by programme, over the period.
• Points liability — the outstanding points balance across your participants, which is the number your accountant will ask for.
• Redemption rate trend — the share of issued points being redeemed, over time. The single best early-warning signal a programme has.
• Top redeemed products — what your network actually chooses, programme-wide.
• Tier distribution — how your participants sit across Bronze, Silver, Gold and Platinum.
• Active participants — who is engaged, and how that is moving.
• Reported sales, by rep — the dollar value of sales reported for each team member through your own sales feed, alongside their points earned. Labelled "Reported sales" throughout: your own figures, not verified or audited by Vouchley, and not Vouchley revenue.
• Reported sales, by store — the same view rolled up by location, so you can see one store against another.

You can also schedule any combination of them to arrive by email on a weekly or monthly cycle, so the monthly pack builds itself rather than someone rebuilding it by hand.

Alongside the reports there is an activity view — a plain-English record of what happened in your account and when. Points awarded, invitations sent, campaigns launched, orders placed. It exists so an administrator can answer "who did what, when" without asking us.

Your reported revenue figures travel with their provenance into the CSV and PDF exports too — the months reported, the methods used, and the date last updated stay attached to the figure rather than being stripped off at the export boundary.

Your reported figures are the most commercially sensitive thing in the account, and access to them is narrower than access to anything else.

Your own administrators. An owner or full administrator of your account can enter and see them.

Not your Customer-Admins. If you are a Supplier running programmes across several customer networks, a Customer-Admin scoped to one of those programmes cannot see reported revenue at all — not through the entry screen, and not through the dashboard widgets that would otherwise carry the figure. It is excluded at both points deliberately, because a partial exclusion is worse than none.

Vouchley. Support and engineering staff can see stored data in the course of running the platform — no vendor can honestly claim otherwise. What Vouchley does not do is act on your reported figures. They are not used to set your pricing, they are not aggregated into a benchmark, and they are not published in any form.

Contractually. Under the Master Services Agreement, the figures you report are your Confidential Information — a named, binding obligation on Vouchley, not a policy statement we could quietly revise. Your legal team can read the clause during MSA review; it is clause 10A.

And on case studies: no Vouchley customer's figures appear in any marketing material, anonymised or otherwise, unless that customer has given written approval for that specific publication under the agreement. There is no "aggregate industry benchmark" back door.

A deliberately short list of things Vouchley cannot tell you, so nobody buys on the wrong assumption.

Vouchley does not measure, verify, track or audit your sales. There is no connection into your revenue. Sales data arrives because your systems send it, in whatever form you can send it, and it is used to award points — not to validate your commercial performance.

Vouchley does not know your margins. If margin appears in a model anywhere, it is because you entered it.

Vouchley does not know what caused a sale. Points are awarded against the transactions your data describes. Whether the programme influenced any given one of them is a question the platform is not equipped to answer, and it does not pretend to be.

Vouchley does not show you what an individual participant redeemed. Your dashboard shows a participant's points earned, redeemed, balance, tier and engagement — and the programme-wide view of which products are popular. It does not show you that a named person ordered a named item. That boundary is deliberate: your participants are far more willing to engage with a programme that is not reporting their shopping to their boss.

Vouchley does not calculate your return. It divides a number you gave it by a cost it knows, and labels the result as yours.

What Vouchley does know precisely: every point ever issued and redeemed and why, every order and its status, every campaign and what it cost, every administrator action, and what your programme has spent against the cap you set. All of it on an append-only record that is never edited or deleted.

That is a narrower claim than most incentive vendors make. It is also one we can stand behind in every particular.

Three things, in order.

Participants join. Invitations go out when you say so — not automatically at any earlier point. People set a password and land in the programme. The number that matters here is what share of your list actually joins; the dashboard shows it as a funnel, so you can see where people are dropping out rather than just that they did.

Balances move. The first time a participant's points balance changes is the moment the programme becomes real to them. Most programmes load a period of recent sales history at launch for exactly this reason — so nobody signs in to a zero balance and a promise.

Someone redeems. The genuine proof point. Points become a parcel. Vouchley handles the order, the fulfilment, the delivery updates and any support the participant needs. Orders are placed for fulfilment within 1 business day, with delivery typically 3–10 business days.

What you should be watching by day 30: the join rate, and the redemption rate — the share of issued points actually being spent. Low redemption looks like a cost saving on a spreadsheet and is almost always the earliest sign a programme is not landing. It is far cheaper to fix in month one than in month six.

What you should be doing: not much. Look at the dashboard weekly. Your first promotion usually lands in month two, once you can see how the network is behaving.

Two different paths, deliberately.

Your participants contact Vouchley, not you. If an order is late, arrives damaged, or is wrong, the participant raises it from the order itself and Vouchley's team handles it end to end — including the refund. This is the part of an incentive programme that generates the most day-to-day work, and it does not land on your team. You can see every case in your dashboard; you do not have to act on any of them.

That split is worth being explicit about, because it is the practical difference between a programme that costs you a few hours a month and one that quietly becomes somebody's part-time job.

You have a direct line. Not a ticket portal you shout into. Programme changes, data questions, campaign help and anything commercial go to the person who set your programme up, and the response you get is from someone who knows your configuration rather than someone reading it for the first time.

What we do not do: run your programme for you, write your campaigns, or make your commercial decisions. That is an agency, and it is a legitimate model — it is just a different one, at a different price.

Support hours are Australian business hours. Vouchley is Australian owned and operated, so when your dealer network has a problem at 9am on a Tuesday, someone is awake.

A fair question with a specific answer, so nobody discovers the boundary in month two.

You do, yourself, whenever you like:

• Build and launch promotions — all six types.
• Write and send email and text campaigns to your network.
• Invite participants, individually or in bulk.
• Update your branding.
• Run and export reports, and schedule them to arrive by email.
• Enter your reported revenue figures.

You decide, and Vouchley applies:

• The monthly budget cap and the rollover policy for unspent budget.
• Who is eligible and what earns points.
• Which products are in scope for the programme.
• How your sales data maps into the platform.

Those are typically a same-or-next business day turnaround. They are also not changes anyone should be making at 11pm without a second pair of eyes, which is part of why they sit where they do.

Nobody changes, ever:

• The earn rate. How many sales dollars earn 100 points is fixed for the life of the programme. Not by you, not by us, not by request. It is the one genuine hard constraint in the design, and it exists to protect your participants — a rate that can move means every balance anyone holds can be quietly devalued. Which is why we model it with you properly before it is set.

The honest read: if your organisation's instinct is to configure everything itself, this model will occasionally frustrate you. Say so during scoping — more self-service opens up at higher tiers, and that is a better conversation to have before signing than after.

It is fixed by adding a correction, never by editing history.

The points ledger is append-only. Every points movement is a permanent record. A mistake is corrected by posting a reversal against it, so the original entry and the correction both remain visible with a reason attached. Nothing is ever silently edited or deleted.

That sounds like a technical detail and it is really a trust one: a participant whose balance drops can always be shown exactly what happened and why, and so can you.

The common cases:

• A file loaded twice. Uploads are matched on your own reference, so a re-upload after a network wobble credits once rather than twice. This is the safest property a system touching points can have, and it is on by default.
• A file with the wrong figures. Tell us. We post reversals against the affected awards and load the corrected file. The participants see a correction with a reason, not a silent change.
• A sale that was later returned. Handled automatically where your data feed sends returns — a return posts a reversal, so balances stay honest without anyone intervening.
• A manual adjustment. An administrator can credit or debit points directly, and the platform requires a written reason every time. That reason is permanent.

Everything is on an audit trail. Who did what, when, and why — recorded append-only, never edited. There is also a plain-English activity view in your dashboard, so answering "who did that, and when" does not require asking us.

One thing worth knowing up front: if points have already been redeemed against an award that turns out to be wrong, the reward has shipped. We do not claw goods back from participants. The correction lands on the balance, and the programme absorbs the difference — which is another reason the budget cap is a hard stop rather than a guideline.