Transfer Your Customers

Managing customer schedule changes is a common part of running events and classes. Whether customers need to reschedule due to conflicts, events are cancelled, or you need to move customers between different offerings, Occasion makes it easy to transfer customers while handling price differences automatically.

As a merchant, from time to time you may want 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 will learn how easy it is to transfer customers from your Occasion workspace.

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.

What is Transfer Customers Between Events?

Transfer Customers Between Events lets you move customers from one event or time slot to another without going through the traditional cancel-refund-rebook process. This saves time for both you and your customers while maintaining a clear record of all changes.

You can transfer customers in two ways:

• Within the same listing (same class/event, different time)
• Between different listings (different classes/events)

Customer wants to reschedule because they can't make it

With the new Transfer Customers Between Events feature, rescheduling is now much simpler! You can transfer customers in two ways:

Rescheduling to the same event but a different date/time:

1. Go to Calendar from the sidebar menu
2. Click on the time slot containing the customer you want to transfer
3. Find the customer's order number you wish to reschedule
4. Click the ellipsis (...) on the right side of the time slot
5. Click "Change Time Slot"
6. Select a new time slot from the pop-up calendar
7. Click "Save" - you'll see the customer's name, order number, and new times
8. Click "Save" again to confirm the transfer

Rescheduling to a different event:

1. Go to Calendar from the sidebar menu
2. Click on the time slot containing the customer you want to transfer
3. Find the customer's order number you wish to reschedule
4. Click the ellipsis (...) on the right side of the time slot
5. Click "Change Time Slot"
6. Select a new time slot and different listing from the pop-up calendar
7. Review the reschedule order summary and update attendee information if needed
8. Click "Save" to confirm the transfer

Automatic Price Reconciliation

The new transfer feature automatically handles price differences between events:

When transferring to a more expensive event:

• Occasion automatically calculates any price differences
• You'll see the balance due that the customer owes
• You can charge their card on file or take payment over the phone
• Payment links for customers to pay on their devices are coming soon

When transferring to a less expensive event:

• Occasion will show any credit due to the customer
• You can process refunds or issue account credits as needed

⚠️ Remember: Customers are not automatically notified of transfers - you must resend confirmation emails manually.

What Gets Tracked

When you transfer a customer, Occasion automatically records:

• The original event details (date, time, class name)
• The new event details
• When the transfer was made
• Who made the transfer

You can view this transfer history in the customer's booking details in the Notes tab.

For transfers in the same listing

For transfers in different listings

Event is cancelled due to low attendance

Depending on your cancellation and refund policies, you can choose to:

1. Give a full refund - Here's how you can cancel and give a full refund back to the customer
2. Issue account credits - Here's how you can cancel and give account credit to the customer so they can reschedule themselves for another event
3. Transfer customers directly - Use the Transfer Customers Between Events feature to move all affected customers to alternative dates or events

Frequently asked questions

Can I transfer multiple customers at once?

Currently, transfers must be done one customer at a time through the new calendar interface.

Can I undo a transfer?

Yes, you can transfer the customer back to their original time slot (if available) or to another time slot using the same process.