Booking cancellation (Services) – TuriTop Booking System Help Center

This feature can be accessed from any Service >>> Edit >>> Default Settings >>> Changes / cancellation.

Warning: This feature will only support bookings made Online in the booking widget and will not support the following services and features:

Any booking made from the back-office.
Open ticket bookings
Auditorium bookings
Gift voucher bookings
Transfer
Discounts

Configuration

Step 1: activate en-users cancellation

To activate this feature, go to Services >>> select a Service >>> Edit >>> Default Settings >>> Booking preferences >>> Changes / cancellation >>> End users (only for online bookings) >>> Allow customers manage their bookings and activate it.

Step 2: enable additional features

There are several features that can be enabled on the end-user cancellation tool and, are the following:

Allow changing customer's data.

When enabled, this will allow you to indicate the minimum anticipation required. Any custom fields from the booking form, cannot be edited/displayed since they could contain HTML code or JavaScript. In case of any change, a new confirmation email will be sent to the customer and the company notifying these changes.

Allow changing event date.

When enabled, this will allow you to indicate the minimum anticipation required. In case the change of date entails an amendment to the final price and/or, at the time of the booking, a partial or complete payment has already been made, a message will be displayed saying that it is not possible to complete the adjustment. Also, in case that at the time of booking a discount was applied, a message will be displayed that it is not possible to complete this action.

In case of any change, a new confirmation email will be sent to the client and the company.

Allow changing PAX.

When enabled, this will allow you to indicate the minimum anticipation required. In the case that the change of PAX entails a change in the final price and/or, at the time of the booking a partial or complete payment has already been made, a message will be displayed that it is not possible to complete this action.

In case that, at the time of booking a discount is applied, a message will be displayed that it is not possible to complete this action.

In case of change, a new confirmation email will be sent to the client and the company.

Allow canceling a booking.

When enabled, this will allow you to indicate the minimum anticipation required. You may add any cancellation terms which will appear at the time of cancellation and in the cancellation confirmation email of the end-user.

Likewise, the end-user shall specify the reasons for the cancellation. This is a mandatory field. Consequently, these notes will appear in the email received by the company and in the Bookings tab of your back-office. These notes may be used if you want to indicate whether cancelation fees will apply, steps to follow, etc.

In case of cancellation, a cancellation email will be sent to both the client and the company. Once the booking is canceled, the seats will be released.

Cancellation notes

In this box, you will be able to add your cancellation notes or a short cancellation policy before letting the end-users to cancel their bookings.

Cancellation page

Here, you can insert a URL which will be shown as a clickable link to the end-user consult an external detailed cancellation policy on your website. This is an optional feature.

Booking cancellation

When this feature is enabled, your customers will be able to cancel their booking or edit their personal data from their confirmation email. In the following section you will see the area on the email on which your customers can enter the booking management area (1), the button which will get them to the cancellation panel (2) and the URL link to your personal cancellation policy on your website (3):

Once your customers reach this area, they will be able to:

Edit their booking
Edit their contact information
Cancel the booking
Access to a side panel (useful on mobile view)

Edit Booking

When editing the booking, the customer will have to select a new date for rescheduling:

Then, they will have to select a new time as well:

They will edit the number of tickets or change the types:

Edit contact details

From this area, they will change their personal contact details:

Cancel booking

In this section, your customers will be able to cancel their bookings. They will have the option to leave a comment on the reasons why they are currently canceling and confirm the process:

After clicking on "Confirm cancellation", a message will prompt requesting confirmation: