The self-rebooking feature allows customers to reschedule their bookings seamlessly through the customer portal, saving both you and your customers time and effort.
This article provides a detailed guide on setting up and utilizing the self-rebooking feature on TripWorks.
Video Walkthrough
Important Note
Before getting started, make sure you have a cancellation email set up with a link for rebooking. For more information on editing email templates, check out our articles on Editing an Existing Message Template and Creating a New Message Template.
How to Use Self-Rebooking
Step 1: Cancel or Unschedule the Trip(s)
Select the trip(s) you would like to cancel by either:
- Opening the individual trip (ideal if you're cancelling a single reservation) or,
- Opening the manifest (best if you're cancelling multiple reservations)
- Preform the cancellation and move to step 2
Not sure how to cancel a trip?
Learn how to Reschedule, Unschedule, or Cancel a Trip and Cancel All Guests on a Timeslot via the manifest view.
Step 2: Send a Cancellation Email
If you're cancelling an individual trip, send a Manual Cancellation email to the customer. Make sure it's the email that includes the link to reschedule
After selecting the Rebook link, your customer will have the option to choose a new date and time from within the customer portal
Step 3: Keep Track of Cancelled/Unscheduled Trips
In most cases, your customers will use the link within the cancellation email to reschedule. However, there may be times when a customer does not immediately reschedule.
In such cases, we make it easy for you to track down trips that were cancelled or unscheduled that have not yet been rescheduled. To view these trips, head over to your Activity > Not Scheduled report
You can send additional emails by opening any of the trips on this report. Or, export the report and send out bulk communication to all customers listed.
What happens if there's a price difference?
There may be times where the original activity booked was priced higher or lower than the newly booked activity. This could be for a few reasons, such as dynamic pricing rules or perhaps the customer chose to book a different activity.
In these cases, your customer will be prompted to pay the difference through the customer portal.
If the price is less than the original, you will see a negative amount inside the trip, indicating an overpayment. In these cases, you can Process a Refund for the difference.