There are a few occasions where you may need to cancel and rebook:

✨ See here for ticket transfer restrictions.

Once you cancel a booking/ticket, it is irreversible. Therefore, cancelling and rebooking is the best way to add the attendee to the correct ticket.

This article covers:


Cancelling

Locate the booking in your Bookings tab in the left-hand menu and select the booking reference number:

Once selected, you can either cancel the entire booking:

Or individual tickets (if there are multiple attendees/dates within the same booking). To do this, select the grey Ticket options box next to the relevant date/attendee:

You can then cancel the relevant ticket:

✨ See here for more information on cancelling a booking/ticket.

Manually recording a refund

Once cancelled, you can manually record a refund by selecting Record refund on the right-hand side, under the payment information section:

From here, you can tailor the Refund amount, when it was received, and the Payment type, alongside any notes about the refund. When finished, remember to select Save.


Rebooking

There are two options for rebooking. You can:

If you'd like to book manually on behalf of your booker, you will follow the same booking process as your bookers. However, you must log in to your Bookwhen account as an Account Owner or a Schedule Manager. Logging in ensures Bookwhen recognises this as an 'admin booking'.

Then head to your public page that your bookers use to book your events:

Then add the relevant tickets for your booker into the basket and proceed with the booking by selecting Book now.

💡 To note:

  • As an admin, you can bypass any mandatory booking fields to complete the booking. We recommend that you enter the Main booking contact as the booker to identify the booking and also for the system to send the confirmation email to them.

  • The payment will always be optional, and you may enter an online payment for your booker, record payment by another method, or leave the booking cost unpaid.

See here for more information on adding bookers manually.

Manually recording a payment

You can record the payment for the new booking (to balance it) during the checkout process:

Alternatively, you can do it from within the booking by selecting Record payment on the right-hand side, under the payment information section:

From here, you can tailor the Paid amount, when it was received, and the Payment type, alongside any notes about the refund. When finished, remember to select Save.

✨ If you have any questions, please get in touch with the support team via live chat or email at support@bookwhen.com

Return to the top


Tags: uncancel, reverse, undo

Did this answer your question?