Managing booking changes effectively is crucial for maintaining customer satisfaction and operational efficiency. Whether processing schedule changes, handling cancellations, or issuing refunds, understanding proper procedures ensures smooth handling of all modifications.
Watch our quick tutorial to learn how to process changes with customer bookings 👇🏻
Understanding Booking Changes
Different types of booking changes require specific handling procedures to ensure proper documentation and customer satisfaction.
Types of Changes
Schedule Changes
Rebooking requests may arise from:
Customer schedule conflicts
Weather-related rescheduling
Activity modifications
Operational adjustments
Emergency situations
Capacity optimization
Processing Rebooking Requests
Handle schedule changes efficiently while maintaining customer satisfaction and operational clarity.
Rebooking of a specific customer can be done by navigating to Bookings > Click on the desired Booking > View & Edit Booking Details > Rebook.
From this step you need to select the desired activity date and time and confirm the booking.
A confirmation dialog will be displayed up on successful rebooking and the confirmation email will be sent to the customer.
Cancellations
Cancellations can be initiated by:
Customer requests
Operational requirements
Weather conditions
Insufficient participants
Emergency situations
Policy violations
Active bookings can be cancelled by navigating to Bookings > Click on the desired Booking > View & Edit Booking Details > Cancel Booking. Note that you are required to select the cancellation type i.e. is the booking cancelled by customer or business. Customer will get refund based on the option selected.
Refunds
Refund scenarios include:
Full cancellations
Partial booking changes
Service adjustments
Customer satisfaction issues
Policy-based refunds
Emergency situations
Refunds are processed when you initiate a booking cancellation or make updates to existing bookings based on the applicable refund policy set up in the policy settings. Changes to bookings can be done as explained in sections above.
Frequently Asked Questions
Frequently Asked Questions
Rebooking Management
Q: How do I handle urgent rebooking requests?
A: Rebooking requests can be managed by navigating to the Bookings tab > Click on the desired booking > View & Edit Booking Details > Rebook.
Q: What if the desired new date is unavailable?
A: In case of a rebooking if the desired date is unavailable provide alternative date and/or time options to the customer OR suggest similar activity.
Q: What records should I maintain for booking changes?
A: Booking changes are logged in the Activity Logs. We recommend to add notes if needed.
Cancellation Handling
Q: How do I process last-minute cancellations?
A: Cancellations at last-minute should be handles based on your refund and cancellation policies set up. You can always make an exception by providing a full refund.
Q: What if a cancellation affects other bookings?
A: Cancellation of bookings do not interfere with other bookings. In a case where minimum number of seats are not filled for a specific availability, you can rebook the customers to other date or time after discussing with the customer.
Refund Processing
Q: What if the original payment method is unavailable?
A: Refunds are currently limited to the original source of payment. For example, if a customer made the booking by using a credit card, then the refunds will be processed on the same credit card.