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. The account page holds their profile, email preferences, and any session credits - handy to point customers to when they ask about those.

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

Troubleshooting

  • 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.

  • 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.