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.
This article covers:
💡 Please note: 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.
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 by selecting Cancel this booking under Options:
Or individual tickets (if there are multiple attendees/dates within the same booking).
To do this, select the Ticket options box next to the relevant date/attendee:
You can then cancel the relevant ticket by selecting Cancel ticket:
✨ You can learn more information about cancelling a booking/ticket here.
Manually recording a refund
Once cancelled, you can manually record a refund by selecting Record refund 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, select Save.
Rebooking
There are two options for rebooking. You can:
Ask your customer to rebook
If you'd like to book manually on behalf of your customer, you will follow the same booking process.
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 customers use to book your events:
Add the relevant tickets to 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 customer, record payment by another method, or leave the booking cost unpaid.
✨ Learn more information about adding customers manually here.
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 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, 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:
For a quicker response, please contact us via live chat on our homepage or your account.
Or send us an email
Thank you! 🕺
Tags: uncancel, reverse, undo