Customers managing bookings

Customers can reschedule, change spaces, and cancel their own bookings without emailing you - which means fewer "can you move my booking?" messages to deal with.

Here's what your customers see, and how you support it.

What your customers can do

• Find their bookings fast - upcoming bookings are pinned to the top of your booking page when they're signed in.
• Manage without an account - every confirmation email has a "Manage booking" link that works for guests too.
• Reschedule or change spaces - within the limits you set.
• Cancel for a refund - paid bookings are refunded automatically.
• Recover a lost booking - "Find booking" emails them their links again, no account needed.

How it works

• Pinned to the top. When a customer is signed in, their upcoming bookings appear as cards at the top of your booking page. One tap opens the booking to change or cancel it.
• The manage link. Every confirmation email includes a Manage booking button. The link itself is the key, so a guest who checked out without making an account can still reschedule or cancel from it.
• Their account. Signed in, a customer opens the account menu in the top right and chooses My account. It holds their profile and email preferences, and - under Membership & credits - their membership, gift card balance, and any session credits with how many are left ("3 of 10 left"). That's the page to point someone at when they ask how many bundle sessions they have, or for the code on a gift voucher they've lost. Credits only show on the account signed in with the address they were sold to.

Find a booking

If a customer loses their confirmation email, they don't need to contact you.

1. They tap Find booking in the booking page header (or "find an existing booking" on the sign-in screen).
2. They enter their email.
3. We email them their manage links for upcoming bookings.

For privacy, the response looks the same whether or not the email matches a booking, so it never reveals who has an account.

What happens when a customer makes a change

Reschedules, space changes, and cancellations update the customer's emails automatically, and you get a notification when a customer makes the change themselves. Refunds on paid bookings are worked out for you. When an action is switched off or past its cut-off, the customer doesn't see a dead button - they see a short prompt to contact you instead, like "Need to cancel? Contact the venue." You set these limits in Settings → Policies. Whole-session (private hire) bookings are always managed by you, so customers are pointed to contact you for those. A group booking (like "bring a friend") is different - a customer can cancel or reschedule it online under your policy, they just can't change the number of spaces in the block.

A reschedule stays inside the same session type. When a customer moves their own booking, they're only offered other dates of the session type they already booked. If your timetable is split into separate session types - a weekday session and a weekend session, or a short one and a long one - customers can't move between them, even when the same membership or price covers both. You can: your move list on the admin side covers every session at the venue. See managing bookings as an admin.

Troubleshooting

1. A customer can't see the change or cancel option. It shows for upcoming bookings within the windows you set in Settings → Policies. Past the cut-off, they're pointed to contact you.

2. A customer didn't get their "find booking" email. Only upcoming, confirmed bookings are included, and the email has to match the one on the booking. Ask them to check the address they used.

3. A customer says no dates come up when they try to move a booking. The move list only ever offers other dates of the same session type, so if the date they want belongs to a different session type it will never appear - a weekday booking won't offer weekend dates when those run as a separate session. Move it for them from Bookings, or ask them to cancel and rebook.