If you take bookings in person, over the phone, or through other channels, you can manually add attendees to your events in Bookwhen. This keeps customer details accurate and your event capacity up to date.
This article explains how to add attendees manually to your events and keep your records and event capacities accurate.
Important notes about manually booking on behalf of a customer
To make a booking on behalf of a customer, you'll need to follow the same booking process as they would.
The event must be published and have available tickets before adding an attendee. You cannot add someone to unpublished events or events with no remaining spaces, even as an admin.
As an admin, you can skip booking fields, including mandatory booking fields, when completing a booking. However, for bookings with exclusive or pass-only tickets, you must specify a main booking contact.
How to manually book on behalf of a customer
š” Please ensure you're logged in to your Bookwhen account as either an Account Owner or Schedule Manager. This way, we can recognise the booking as an 'admin booking'.
To manually add an attendee to an event/events:
Open your public page by selecting Open public page from your Scheduling page:
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Find the event in your schedule and use the Select button to add the relevant ticket(s) to the basket:
Once you've added the relevant ticket(s) to your basket, select the trolley icon š at the top of the page to open it:
Or the View selections box at the bottom of the ticket section:
Review your basket and select the Book now button to proceed with checkout:
Next, you will need to enter the Main booking contact.
Main booking contact
We recommend that you enter the Main booking contact as the customer for better identification. This means they will also receive the booking confirmation email. To do this:
Select the drop-down menu:
Search for the email address by typing in the correct email address into the box and selecting it:
The dropdown list only shows customers who have made a booking in the last 24 months.
Once found, select the Use selected box.
Alternatively (if the customer hasn't made a booking), you can select the Someone new box to add the email address to the Booking contact field.
Select Continue to continue to Payment.
Payment
Payment for admin bookings is always optional. You have the following options:
Record an online payment for your customer.
Record payment by offline method (e.g., cash or bank transfer).
Leave the booking cost unpaid if no payment is required at the time.
Online payment
If you have the customer's card details and need to process the payment, select Pay by card:
Payment by offline method
If you have already received payment by another method, select Yes under Record payment now?.
You can choose the payment type and the amount received and record an admin note if required:
Leave unpaid
To complete the booking, leaving the payment to be completed later, select No underĀ Record Payment Now?.
Completing the booking
Select the Complete booking when you are ready to finalise the booking.
Once a booking is completed, you wonāt be able to update details such as form fields or email addresses. If you need to correct any information, we recommend cancelling the booking and then re-booking it as an admin, ensuring the correct email address is entered.
āØ Useful articles:
Waiving the booking fee for offline payments
āØ Team members with permission to make admin bookings can waive the offline fee. i.e. Account Owners, Schedule Managers, and Booking Admins.
If you have enabled booking fees on your account, the system will automatically apply them to each booking, regardless of payment type. However, you can opt to remove the fee for that specific booking when booking on behalf of a customer,
To do this:
Navigate to the Payment stage of the checkout:
Scroll down to the Offline payment section.
The Apply booking fee option is selected by default. To remove the fee, select Waive booking fee:
You can add any additional information and record the payment (if applicable). When ready, select Complete booking.
The booking confirmation page will then show a summary of the booking:
This is useful for situations such as:
Complimentary bookings
Adjustments or goodwill gestures
Special cases where the fee should not apply
Important info when waiving booking fees
The Total to be paid amount wonāt be updated initially, but it will be correct after checkout:
If you select Yes to Record the payment now?, the Amount received will show the waived amount. i.e.:
š” Please note:
You canāt waive the booking fee for completed bookings. This must be done by the admin user at the time of booking.
Removing the booking fee only affects that booking. Your default booking fee settings will remain unchanged for future bookings.
Booking multiple attendees in the same booking
If you need to book multiple attendees in a single booking (e.g. for a group of friends or a family), follow these steps:
Add all relevant tickets to your basket from the public page.
During checkout, select the 1st Attendee from the drop-down list (for existing customers).
If the attendee is new/different from the Main booking contact, select the Someone new button:
Once selected, add the 2nd Attendee:
To change the attendee, select Change attendee.
Then, review the attendees you have selected. If you have made a mistake, select Remove attendee to start again:
Select Continue to continue to the payment screen and complete your booking.
Booking on behalf of a Pass or Membership holder
To book an event on behalf of aĀ PassĀ orĀ MembershipĀ holder:
Ensure the customer has an active pass or membership.
Ensure you add their email address as the Main booking contact during checkout.
To select their email during checkout:
Find the relevant email using the drop-down list in both the Main booking contact section:
Select Continue.
Add the relevant attendee Attendee details section:
Select Continue to continue with the normal checkout process, navigating through any relevant booking fields and additional requirements.
As an admin:
ā You can exceed the exclusive ticket allowance set for Memberships.
ā You cannot exceed the available uses on passes. The limit must be manually adjusted on the pass first.
How to book customers onto past dates
If you need to book a customer onto an event that has already passed, you'll need to push back the date on your public page. This option is only available to admin users.
To do this:
Open your public page.
Select the date in the top left-hand corner of your schedule list:
Select a past date from the calendar pop-up, using the arrow next to the month/year to push back the date:
Once selected, your entry appears in the schedule list. You can then add the event and its corresponding ticket to your basket and proceed with your booking.
Booking someone in for free
When making an admin booking for free, there are two approaches:
Record the payment, but mark it as "free"
Record the payment for the booking as usual.
Add a note in the Admin note field explaining that this booking is intended to be free for the attendee. e.g.:
This ensures the booking total shows the original ticket price, but no outstanding amount appears.
Use a 100% discount code
Create a discount code for admin bookings that reduces the ticket price to zero.
Redeem this code in the basket when booking on behalf of the attendee by adding it to the discount field and selecting apply:
The booking total will show zero, and no payment needs to be recorded.
Double-bookings
Double bookings are verified based on the 'attendee email', so lead bookers can make multiple purchases as long as each booking has a different attendee email.
For example, the same Booking details email can be used at checkout for multiple bookings of the same date, time, or event:
š” However, each booking must have a unique attendee email. If the same email is used, the system will flag it as a double booking, assuming the same attendee is booked multiple times.
To update the attendee email:
Select the Change attendee button on the right-hand side:
How an admin booking appears
When you book on behalf of a customer, the booking displays slightly differently from a customer-made booking.
For example, there are two titles:
Booked by: Shows the admin who made the booking on behalf of the customer.
Contact: Displays the customerās details:
As an admin, you can take certain actions that customers cannot, including:
Booking attendees onto past events.
Skipping booking form fields, such as attendee information.
Skipping payment (with the option to record it later).
Overriding booking restrictions, such as timeframe limits (e.g., booking a ticket after its set closing time).
You cannot book or transfer tickets to an event with no spaces available. i.e., the new event is fully booked, or there are no available spaces due to in-progress checkout bookings.
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Tags: Adding, bookers, manually, book, manual, add, booking, bookings, booker, admin, booking on behalf of bookers