Rescheduling Customers

As a merchant, from time to time you may to reschedule customers for variety of reasons:

• Customer wants to reschedule because they can't make it
• Event is cancelled due to low attendance
• Event is rescheduled by the merchant

In this article, you learn how easy it is to reschedule customers from your Occasion account.

Note: You cannot reschedule time slots for Session events, which is where every time slot is required to purchase in one booking.

Pro-tip: After making any changes to your customer's bookings - we recommend re-sending email confirmations. Learn how you can re-send an email confirmation to customers.

Customer wants to reschedule

There are two different types of rescheduling:

1. Rescheduling to the same event but a different date/time:
   1. Look up the customer's order from the "Orders" page and open it.
   2. Click "Edit Order"
   3. Click the "Edit Timeslot" button
   4. In the dropdown, you will see other times available for the same event. Select the new date/time. If you don't see it then you will need to add a new event date/time first.
   5. Make sure to save changes.

Note: You cannot reschedule time slots for Session events, which is where every time slot is required to purchase in one booking.

1. Rescheduling to different event
   1. Look up the customer's order from the "Orders" page and open it.
   2. Cancel the customer's order.
   3. Next, send them "Account Credit" by issuing them a refund.
   4. This will send the customer a code that they can use to re-book themselves into another event.

Event is cancelled due to low attendance

Depending your cancellation and refund policies, you can choose to give a full refund or issue account credits to your customers in the scenario if you need to cancel a class due to poor attendance.

1. Here's how you can cancel and give a full refund back to the customer
2. Here's how you can cancel and give account credit to the customer so they can reschedule themselves for another event.

Event is rescheduled by the merchant

Are you rescheduling the customer to a different date/time for the same event or to another event:

1. Rescheduling to the same event but a different date/time:
   1. Add a time slot for the new date (as part of the same listing) if you haven't already.
   2. Look up the customer's order from the "Orders" page and open it.
   3. Click "Edit Order"
   4. Click the "Edit Timeslot" button
   5. In the dropdown, you will see other times available for the same event. Select the new date/time. If you don't see it, then you will need to add a new event date/time first.
   6. Make sure to save changes.
   7. Repeat the steps above for all orders in the old time slot.
   8. Delete the old time slot if you don't plan on offering it.

Note: You cannot reschedule time slots for Session events, which is where every time slot is required to purchase in one booking.

1. Rescheduling to different event - this involves a bit more manual work, unfortunately!
   1. Look up the customer's order from the "Orders" page and open it.
   2. Cancel the customer's order.
   3. Next, you will need to re-book them manually.
      1. Open your backend calendar in a new browser tab.
      2. Open the new event and click "QuickOrder".
      3. Enter the customer's information by copying it from their original booking.
      4. Select "In-store" as payment method.
      5. Complete the reservation.