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How to charge your customers a fee to cover VaocherApp fee

What fees are involved

By default, we do not set up your account to charge a "service fee" (e.g. surcharge). If you want or need to, you have the option to charge a surcharge fee to your customers during checkout, which can assist in offsetting transaction fees and VaocherApp fees.

The hidden value of expired / unused gift vouchers

Do bear in mind that the gift vouchers you issue may expire (if you've set that up) and regardless of that, some will inevitably just go unused. This usually always covers our fee and your payment providers fee easily.

As a guideline, if you set a 12-month expiry you will likely see a 10-15% non-redemption rate over the course of a full year. If you have no expiry set, you will still benefit from a 5-7% non-redemption rate.

Knowing this in advance, you may decide to not pass on a service fee to your customers and enjoy even more sales.

How to charge your customers a service fee

In some jurisdictions, charging processing fees to your customers is prohibited by law. It is your responsibility to act in accordance with applicable law.

To set up a service fee or a surcharge:

Collect service fee
Collect service fee

👉 Service fee will be applied to all of your menu items. Click here to learn how to set a different service fee for a specific item.

From here, you will be able to charge a fixed or percentage amount, or both. For example:

  • charge fixed amount of $5 every order placed
  • charge a 10% of total amount (e.g. buying $100 voucher, will need to pay $110 in total)
  • charge fixed amount of $5 plus 10% total (e.g. buying $100 voucher, will need to pay $115 in total)

Set Different Fee For Specific Item

VaocherApp service fee or surcharge can be set per menu item basis. That means you can charge different fees on different selling items. This allows you to have greater control on seasonal items such as Christmas or new year.

To do so:

  • go to
  • select and edit the item you want to apply the fee
  • scroll down to the bottom, you will see "Your default service fee (change)"
  • click on the "change" button
  • then a "Service Fee" section will appear
Change default service fee
Change default service fee

💡 If you've enabled both global and item level service fees, the item fee will take prominent.

How the service fees are calculated

Percentage fee will be calculated first before the fixed fee. For example: when charging $5 and 10% service fee, the final amount will be calculated:

Voucher price x (1 + percentage fee) + fixed fee

This is equivalent to $100 x (1 + 0.1) + $5 = $100 x 1.1 + $5 = $115 (note that 10% is equal to 0.1)


If you want to cover your payment processing fee, and your payment processor charges 1.75% + $0.30, set the fixed service fee to $0.30 and the percentage fee to 1.75%

Charge service fee