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: 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.
Cancelling
To cancel a booking:
Select Bookings from the left-hand menu on your account
Find your booking in the list, using any relevant filters to locate it.
Select the booking reference number from the list:
Once selected, have the option to:
Cancel the entire booking: To do this, select Cancel this booking under Options:
Or if there are multiple attendees/dates within the same booking, cancel individual tickets: To do this, select the Ticket options box next to the relevant date/attendee:
Then select Cancel ticket to cancel that individual ticket:
Manually recording a refund
Once cancelled, you can manually record a refund. To do this:
Select Record refund under the payment information section of the booking:
You can add the Refund amount, when it was received, the Payment type, and any notes about the refund:
When finished, select Save.
Rebooking
There are two options for rebooking:
Ask your customers to rebook themselves.
Manually book on behalf of your booker/attendee (with their permission).
To manually book on behalf of a customer:
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.'
Then, either visit your public page (if you know the URL already) or open your Scheduling page and select Visit public page:
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:
Select Book now to proceed with the booking:
💡 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:
During checkout.
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?
2. To record the payment from within the booking:
Select Bookings from the left-hand menu on your account
Find your booking in the list, using any relevant filters to locate it.
Select the booking reference number from the list:
Select Record payment under the payment information section:
You can add the Paid amount, when it was received, the Payment type, and any notes about the payment:
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