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Cancelling and rebooking

Learn how to cancel and rebook a ticket

Anni avatar
Written by Anni
Updated this week

This article covers:


Overview

💡 Please note: Cancelled bookings and tickets cannot be restored.

If an attendee needs to be on a different ticket, you can either transfer or cancel their existing booking and rebook. There are a few occasions where you may need to cancel and rebook:

  • If you or your customer cancels a ticket/booking by accident

  • If you or the customer have changed their mind about the event

  • If you cannot transfer their booking, such as transferring a course ticket to another course with fewer or more dates. Learn more about ticket transfer restrictions here.

Course bookings

For courses that have already started, we suggest our workarounds, as ticket cancellations apply to past dates, while rebooking only adds attendees to upcoming dates.


Cancelling

There are different options depending on the booking and the intended outcome. You can either cancel individual tickets or the entire booking with all tickets (past and upcoming) included.


Cancelling a ticket

If there are multiple tickets in the same booking and you only want to cancel (a) specific selected one(s), you can proceed as follows:

  1. Select Bookings from the left-hand menu on your account

  2. Find your booking in the list, using any relevant filters to locate it.

  3. Select the booking reference number from the list:

    Bookings screen with an arrow pointing at a booking reference

  4. Locate the ticket you want to cancel and select the Ticket options button next to the relevant ticket:

    Booking screen with arrow pointing at the 'Ticket options' button

  5. Then select Cancel ticket for the attendee you to cancel that individual ticket:

    Ticket screen with arrow pointing at the 'Cancel ticket' button

  6. Confirm the desired cancellation via the dialogue box.


Cancellations for paid tickets behaviour

  • Cancellations for paid tickets will show a refund amount.

  • To ensure accurate payment status, manually record the refund, even if no refund is issued, and include the new booking reference in the notes for the original booking.


Cancelling a booking

For situations where you want to cancel the entire booking, including all tickets (past and upcoming), you can follow the steps below:

  1. Select Bookings from the left-hand menu on your account

  2. Find your booking in the list, using any relevant filters to locate it.

  3. Select the booking reference number from the list:

    Bookings screen with an arrow pointing at a booking reference

  4. From there, you can find Cancel this booking under Options:

    Booking screen with arrow pointing at 'Cancel this booking'

  5. Confirm the desired cancellation via the dialogue box.


Manually recording a refund

Once cancelled, you can manually record a refund. To do this:

  1. Select Record refund under the payment information section of the booking:

    Booking screen with an arrow pointing at 'Record refund'

  2. You can add the Refund amount, when it was received, the Payment type, and any notes about the refund:

    Payment information screen showing the 'Refund amount', 'Received on', 'Payment type' and 'Notes' fields


    💡 If you are rebooking, you can also complete these steps after you have made the new admin booking and include the new booking reference in the note when recording the refund for the original one.

  3. When finished, select Save.


Rebooking

There are two options for rebooking:

  1. Ask your customers to rebook themselves. (after refunding or offering credits)

To manually book on behalf of a customer:

  1. You will need to follow the same booking process they would, ensuring you're logged into your Bookwhen account as an Account Owner or Schedule Manager. This ensures the system recognises it as an 'admin booking.'

  2. Then, either visit your public page (if you know the URL already) or open your Scheduling page and select Visit public page:

    Scheduling page with arrow pointing at the 'View public page' button

  3. Use the Select button next to each relevant ticket to add it to your basket, then select the trolley icon 🛒 at the top to open the basket:

  4. Select Book now to proceed with the booking:

Booking screen with arrow pointing at the 'Book now' button

💡 To note:

  • As an admin, you can bypass mandatory booking fields to complete the booking. We recommend entering the Main booking contact as the booker so the booking is easily identifiable and the confirmation email is sent to them.

  • Payment is always optional for admins. You can enter an online payment on behalf of the customer, record payment by another method, or leave the booking cost unpaid.


Manually recording a payment

There are two ways you can manually record a payment on a booking:

  1. During checkout.

  2. Within the booking.

1. To record the payment for the new booking (to balance it) during the checkout process, select Yes under Record payment now?

Checkout screen with arrow pointing at the 'Record payment now?' option

2. To record the payment from within the booking:

  1. Select Bookings from the left-hand menu on your account

  2. Find your booking in the list, using any relevant filters to locate it.

  3. Select the booking reference number from the list:

    Bookings screen with an arrow pointing at a booking reference

  4. Select Record payment under the payment information section:

    Booking screen with an arrow pointing at 'Record payment'

  5. You can add the Paid amount, when it was received, the Payment type, and any notes about the payment:

    Booking screen showing 'Paid amount', 'Received on', 'Payment type' and 'Notes' fields

  6. When finished, select Save.

💡 To note: Cancelling and rebooking on behalf of a customer will notify them. You may wish to inform them of the change before you make the change.


💬 Any questions or feedback? There are two ways to get in touch:

Thank you! 🕺


Tags: uncancel, reverse, undo

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