You can update a customer’s email address if it was entered incorrectly, ensuring they receive booking confirmations and important communications.
This article explains how to update a customer’s email address and ensure accurate contact information.
How to amend an email address
If a customer misspells their email address or if it no longer exists and is marked as invalid, you can update it to the correct one. However, if the customer has a new email address, please contact us to make the change. We can only update the email address if we’re confident it still belongs to the same customer who made the original booking.
Steps for updating an email address
Request and record both the incorrect and correct email addresses.
Confirm that both email addresses belong to the same individual and obtain consent to make the change.
Update the email address in the system. If you can't, please contact us. Updating the email address will merge profiles and grant the new email access to all booking data.
Resend booking confirmations to the new email address if needed.
Invalid vs not verified emails
You can update email addresses directly if the email is marked as "invalid."
If the email is marked as "not verified," the change must be completed by the support team.
💡 Important: Please don’t use this feature to transfer a booking to another customer by changing their email address. In such cases, simply cancel the current booking and rebook with the correct email address.
Notifications after updates
Once the email address is updated, the new email address receives a notification and the most recent booking confirmation email.
What should we consider before changing an email?
We use email addresses to identify customers and link all their personal data, including any bookings, to those addresses. Changing an email address can potentially give someone else access to the original customer’s data, which would breach GDPR and other data protection laws.
Additionally, since bookings are linked to email addresses, changing one could confuse your booking history and attribute bookings to the wrong person.
To protect both you and your customers, we must ensure any email changes are handled carefully. 🙏
💡 To note: When you or we update a customer’s email, the change only applies to that specific account. If the customer has multiple bookings across different Bookwhen accounts, they’ll need to contact each organiser separately to request the change. Alternatively, they can change it themselves within the customer portal.
Tags: booker