Where can I find it? Company or Services >>> PX (Service) >>> Edit >>> Default Settings >>> Booking Preferences >>> Changes / Cancellations >>> End Users.
In this article, you will learn how to manage the cancellation of your bookings. We will cover two fundamental aspects:
- We will show you how to manually cancel a booking from your TuriTop control panel to ensure seats are released.
- We will explain how to allow your end users to cancel or edit the details of a booking themselves.
Please note that this functionality will not be available for certain services and specific features, including: any booking made from the back-office, open-date service bookings, auditorium bookings, gift voucher bookings, pickup management, and the application of discounts.
Booking Cancellation from the Control Panel
In order for a user or agent with access to the TuriTop control panel to effectively cancel a booking and release its seats for a future sale, they must delete it from the system via the Bookings tab, locating the specific reservation and clicking the trash can button (Delete this booking to unblock seats).
Once the booking has been successfully cancelled (deleted from the system), it will be clearly identified in the bookings panel, appearing in red.
It is recommended to change the status of the booking from the Bookings tab by clicking the Edit booking button, setting the "Status" to "Cancelled" and clicking the "Save" button. However, this action only changes the status; the seats will remain blocked and unavailable for future sales until you delete it.
To release the seats and make them available again, it is mandatory to delete the booking using the delete button (the trash can).
Recovery
In case you delete a booking, you can always recover it using the "Undo" button. Upon recovery, the seats will be occupied again, provided they are still available for that specific event.
Permanent Deletion
Likewise, please note that if you use the "Delete permanently" action, the booking and all its associated data will be irretrievably eliminated.
Once permanently deleted, it is impossible to recover these bookings, even for the TuriTop technical team.
Refund Management
If the booking was paid for and you wish to issue a refund, you must be aware that refunds are not managed from the TuriTop control panel and will not be processed automatically when you delete/cancel the booking. TuriTop facilitates the connection with the payment gateway but does not directly manage the monetary transactions.
Therefore, to issue a refund, you must access the control panel of your payment gateway (Stripe, PayPal, etc.) and process the refund directly from there, as indicated in our specific tutorial on how to issue a refund.
Booking Cancellation or Editing for End Users
To allow end users to manage their bookings directly from the confirmation email, there are two activation options:
- Global Activation: You can activate the functionality for all your services at once. Do this from the Company tab >>> Default Settings >>> Booking Preferences >>> Changes / Cancellation >>> End Users (only for online bookings) >>> Allow customers to manage their bookings, by checking the last box.
- Per Service Activation: Alternatively, you can activate it at the level of each specific service from the same path, overriding the global configuration if necessary.
This functionality will not be compatible with services that include certain configurations, such as services with applied discounts, services with price variations, or services that have pickup management activated.
Once this option is activated, you will be able to enable the specific functions that the end user can perform. These options include:
Allow customers edit their data
By enabling this functionality, you will be able to indicate the minimum notice required for customers to make changes to their booking data.
It is important to note that custom fields from the booking form cannot be edited or displayed, as they may contain HTML or JavaScript code.
Finally, should any modification be made, a new confirmation email will be automatically sent to both the customer and the company to notify them of these changes.
Allow customers to reschedule their booking
By enabling this functionality, you will be able to indicate the minimum notice required for customers to be able to reschedule their booking.
Allow customers change number of PAX
By enabling this functionality, you will be able to indicate the minimum notice required for customers to be able to make changes to the number of people (pax) in their booking.
Allow customers cancel their booking
By enabling this functionality, you will be able to indicate the minimum notice required for customers to be able to reschedule their booking.
You can add your own notes or a summary cancellation policy that will be shown to the end user in the confirmation email and before they confirm their booking cancellation.
You will also have the option to insert a URL that will appear as a clickable link. This link will allow the customer to consult a more detailed external cancellation policy published on your website. Once the booking is cancelled, the seats will be released.
Finally, should any modification be made, a new confirmation email will be automatically sent to both the customer and the company to notify them of these changes.
How Do End Users Modify or Cancel Their Bookings?
Once this option is enabled and configured, your customers will be able to perform the cancellation or editing of their booking directly from the confirmation email they receive. In the following section, you will be able to see the part of the email from which your customers will access this service, identifying: the service access section (1), the button that will direct them to the booking administration area (2), and the link to your cancellation terms page (3).
Once your customer accesses the booking administration area, they will have the following options available:
- Edit their booking (1)
- Edit contact details (2)
- Cancel booking (3)
Additionally, they will be able to access a side panel which facilitates navigation, being especially useful in mobile view (4).
- Edit Booking
When editing the booking, the customer will be able to select a date to reschedule their reservation.
They will be able to select a new time.
Or they will have the possibility to edit the ticket quantity or select new types.
And they will have a brief summary of the change in price.
- Edit Contact Details
From this section, your customers will be able to change the booking details, with the exception of the custom fields from the form.
- Cancel Booking
In this section, your customers will be able to cancel their booking. To proceed, they must write a comment explaining the reasons for the cancellation and confirm the action. Consequently, these notes will be sent via email to the company and will be registered in the Bookings tab of your control panel.
After clicking on "Confirm Cancellation," the system will display a message to ensure the customer wishes to proceed. Upon accepting, the cancellation will be finalized immediately, and the seats corresponding to this booking will be automatically released.
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