Frequently Asked Questions

Scroll to the footer of the Island Wayfinder website and click Quick Redeem under the "For Businesses" column. On the Quick Redeem page, you can either:

• Scan the customer's QR code using your device camera, or
• Manually type the 4-word code shown on their printed or digital voucher.

Review the booking details and click Confirm Redeem to complete it.

The Quick Redeem button is in the footer of the Island Wayfinder website. Look under the "For Businesses" column in the navigation footer — you'll see it listed alongside Merchant Portal, Pricing, and other business links.

Before you confirm, the system shows you a Confirm Voucher Redemption screen with the following details:

• Experience name
• Guest name and email
• Contact number
• Number of guests
• Amount paid

Always verify these details match the customer in front of you before clicking Confirm Redeem.

After confirming, you'll see a Voucher Redeemed! screen showing the guest's details. A Redeem Another button will appear so you can quickly process the next customer without going back to the start.

Yes. You can manage refunds directly from your Merchant Account under the Redemptions section. Refunds should be issued in accordance with your business's cancellation policy. For a visual walkthrough of where to find the redeem and refund buttons, watch the screen recording here:

Watch: Voucher Redeem & Refund Walkthrough

Go to your Merchant Portal and click Redemptions in the left-hand menu. From there you can view all redeemed vouchers, check their status (completed or pending), verify customer details, and manage refunds. You can also switch between Listings and Deals views.

Welcome! To get started as a merchant partner on Island Wayfinder, follow these steps:

• Go to islandwayfinder.com and click Merchant Portal in the navigation
• Click Register on the login page
• Fill out the registration form with your business details
• Submit the form to create and activate your account
• Check your inbox for a confirmation email with your login credentials
• Log in to your Merchant Portal and complete your Business Profile to get started

Need help signing up? Contact us at support@islandwayfinder.com or call (250) 591-3647 and our team will guide you through the process.

If you were a merchant partner registered under the old IDD system, your account has been carried over to Island Wayfinder. To access it:

• Go to the Merchant Portal login page
• Click Forgot Password
• Enter the email address you used when registered in IDD
• Check your inbox for a reset link and set a new password

Once your password is set, you're good to go!

First, check your spam or junk folder — the reset email sometimes lands there. If it's not there either, make sure you're entering the exact email address you registered with in IDD. Still stuck? Reach out to our support team at support@islandwayfinder.com or call (250) 591-3647.

Yes — contact our support team and they can look up your registered email. Reach us at support@islandwayfinder.com, call (250) 591-3647 (Mon–Fri, 8 AM – 8 PM), or use the live chat on the website.

The Dashboard gives you a quick overview of your business performance, including:

• Monthly performance summary and charts
• Number of active listings and deals
• Customer demographics (gender, age group, location)
• Current promotional campaign announcements

Use the month selector to change the reporting period.

Go to the Listings section in your Merchant Portal and click the + New Listing button in the top right corner. Your Business Profile information will automatically populate into the listing to save you time.

Go to the Deals section and click + New Deal. You can create special offers and launch limited-time promotions to attract more customers. Deals are a great way to participate in seasonal campaigns on the platform.

The Reports section gives you a monthly financial overview including:

• Net payout and total bookings
• Breakdown by Listings and Deals
• Gross revenue, platform commission (15%), and Stripe processing fee (3.5%)

Use the month selector to view different periods.

Your Business Profile stores your core business information — name, type, logo, tagline, year established, address, contact details, and social links. The portal includes a profile completion tracker to guide you through setup.

Importantly, your profile data automatically populates into all your listings and deals, so keeping it complete and up to date saves you time and ensures consistent branding across the platform.

Go to the Subscription section in your Merchant Portal. From there you can view your current plan and billing cycle, upgrade or downgrade, update your payment method, or cancel your subscription through the Stripe billing portal.

Island Wayfinder offers three subscription plans — Starter ($49/mo, 17%), Regular ($99/mo, 15%), and Pro ($199/mo, 12%). All plans also have a 3.5% Stripe payment processing fee applied on top. See "What are the plans and fees?" below for the full breakdown. Discount codes can be entered on the Stripe checkout page — contact hello@islandwayfinder.com for questions.

Yes. Go to Subscription in your Merchant Portal and click Manage Subscription to access the Stripe billing portal, where you can switch between monthly and annual billing cycles.

Payouts are processed on the following schedule:

• Listing sales — confirmed on the 7th of the following month, allowing time for any refunds to be processed.
• Deal vouchers — paid out 7 days after the voucher redemption period closes.

Island Wayfinder offers three plans. All plans include a 3.5% Stripe payment processing fee on top of the platform commission.

Plan	Monthly	Commission	Best For
Starter	$49/mo	17%	Cafés, galleries, shops
Regular	$99/mo	15%	Tours, restaurants, wellness
Pro	$199/mo	12%	Premium experiences, resorts

To upgrade or change your plan, go to Subscription in your Merchant Portal.

Yes — there are no contracts or lock-in periods. You can cancel anytime directly from your Merchant Portal dashboard. You'll keep full access until the end of your current billing period.

When you subscribe, you're assigned a specific geographic area within your business category. This means:

• Only you can publish listings and deals in that location within your category
• Other merchants in the same category are blocked from your territory
• Your exclusive territory is protected for as long as your subscription is active