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"The Voucher Definition is Inactive" Error When Applying or Issuing Vouchers

Дата публикации: Jul 7, 2026
Описание

The error "The voucher definition is inactive. Specify a voucher that's associated with an active voucher definition" appears when a Voucher record is associated with a VoucherDefinition whose Status is not Active.

Common triggers:

  • A Voucher Definition that was never activated after creation.
  • A Voucher Definition that was deactivated (manually or otherwise).
  • Vouchers required for new loyalty member onboarding that have stopped issuing.
  • Misconception that activating individual voucher records also activates their parent definition.

Symptoms reported:

  • Vouchers "becoming inactive for no reason."
  • Club vouchers "not being accepted at checkout."
  • "Two of the vouchers essential to new loyalty member creation became inactive (cause never found)."
  • "Our club voucher is not accepted during checkout and the discount is not applied."
  • "I activated the vouchers based on Support advice — do the Voucher Definitions need to be activated separately?"

Affected users:

  • Loyalty administrators issuing vouchers via flow or API.
  • Loyalty members applying vouchers at checkout.

Key point: The Voucher record and its parent VoucherDefinition have independent activation states. Both must be set to Active for the voucher to be valid for issuance and redemption.

Решение

Follow the steps below to clear the "voucher definition is inactive" error and restore voucher issuance and redemption.

Cause 1: The Voucher Definition is not Active (most common)

  1. Go to App Launcher > Loyalty Management > Voucher Definitions.
  2. Open the VoucherDefinition referenced by the failing voucher.
  3. In the Status (Status) field, confirm the value reads "Active". If it reads "Draft" or "Inactive":
    • Click Edit.
    • Set Status to "Active".
    • Click Save.
  4. Important: Activating a voucher record alone does NOT activate its definition. The Voucher Definition is a separate record and must be set to "Active" independently of any individual Voucher records.

Cause 2: Individual Voucher records are inactive

  1. Go to App Launcher > Loyalty Management > Vouchers.
  2. Open the affected voucher.
  3. Confirm the Status (Status) field is "Issued" (or "Reserved" for held vouchers), not "Cancelled" or "Expired".
  4. Confirm the Expiration Date (ExpirationDate) is in the future. An expired voucher returns the same redemption failure.

Cause 3: Discount Type missing at the definition level

  1. Open the Voucher Definition record (App Launcher > Loyalty Management > Voucher Definitions).
  2. Confirm the Type (Type) field is set to one of "Discount", "FixedValue", or "ProductOrService" — matching the program design.
  3. For a Type of "Discount", confirm the Discount Type (DiscountType) field is populated with "Percentage" or "FixedAmount". This field is required at the definition level, not at individual voucher issuance, so a blank value blocks every voucher created from that definition.
  4. Click Save and re-issue the voucher.

Verification

After editing:

  1. Re-issue or re-apply the affected voucher to a test loyalty member.
  2. Apply the test voucher at checkout (or call the issuance flow).
  3. Confirm that the voucher is recognized, the discount applies, and the transaction completes with no "The voucher definition is inactive" error.

 

Номер статьи базы знаний

005387518

 
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