Skip to main content

How changing payment providers affects existing bookings

Learn what happens to bookings and payments when you switch providers

Anni avatar
Written by Anni
Updated over a week ago

When you switch payment providers in Bookwhen, existing bookings and payments may be affected. Understanding these impacts helps you manage transitions smoothly and maintain accurate records.

This article explains how changing payment providers affects current bookings and what steps to take to ensure a seamless transition.


Impact on existing bookings

Switching your payment provider does not affect completed purchases.

  • Passes: A pass purchased through your previous provider (e.g., switching from PayPal to Stripe) remains valid in the customer's account. Future bookings will reference the pass, not the original payment method.

  • Tickets and Courses: Transactions remain marked as paid, and booking statuses do not change, ensuring no disruption for customers.

  • Memberships: The membership feature is only available with Stripe as your payment provider.

💡 If you switch to a different provider, please inform existing members that their current memberships will end. You can continue managing payments offline or offer alternatives such as passes or discounts to keep them engaged.


Changing between different Stripe accounts

Memberships are linked to the Stripe account connected when they were first created. You can review these in your Stripe Dashboard under Products.

Switching to a different Stripe account breaks this connection, which means:

  • New memberships can’t be purchased.

  • Existing subscriptions will no longer sync with Bookwhen.

Therefore, before you switch, it's important to inform your customers in the customer group that their membership will be cancelled. Then:


Accessing payment information

If you change your online payment provider, the View payment link within a booking will direct you to the payment gateway active at the time of the original booking, not your current provider.

Booking example with arrow pointing at the 'View payment' link, located in the payment details section of the booking. Users click this link to directly access the payment on the provider used to collect payment at the time of booking.

This allows you to access details about older transactions even after switching providers.


Refunds

When switching payment providers, it's important to remember that refunds must be processed through the payment gateway that was active at the time of the original payment.

To manage any necessary refunds for past bookings, ensure you maintain access to your previous payment gateway account for a period of time after the switch.


Summary

  • Changing payment providers won't affect existing purchases, passes, or tickets (except memberships).

  • Payments made before the switch will remain linked to the original gateway.

  • Keep both your current and previous payment gateway accounts open to process refunds for past transactions.


💬 Need extra help?

  • For the quickest response, contact us via live chat on our homepage or your account. Buddy, our trusty chatbot, will assist first and pass you to a support team member if needed.

  • Prefer email? Send us an email instead.

Thank you! 🕺

Did this answer your question?