1. General information
Rebookings may be requested if an attendee would like to change his ticket selection (e.g. one ticket more or less, a different ticket category or an additional product), to attend at a different date and therefore needs to be registered for a different event, or if he forgot to enter his promotion code and would like to do that now.
Like cancellations, the decision whether you accept rebooking requests or not lies with you as organizer. doo recommends to include corresponding policies in your booking conditions to be transparent towards your attendees and to provide them with contact details for such requests.
Important: For all approved bookings applies: It is not possible to subsequently change the event, ticket or product selection or the invoice amount of a booking. Such changes are only possible through cancelling the existing booking and making a new booking. There is just one exception: If manual approval was activated for your event and the respective booking has not been approved yet, you still have the possibility to edit it. For more information about this special case please have a loom at the article about manual approval.
2. How to rebook attendees
How to realize rebookings depends on the type and the current status of the respective booking:
2.1. Not yet approved bookings
If you activated manual approval for the respective booking and it has not been approved yet, it is still possible to change the ticket selection or apply a promotion code. To do so please open the booking detail page and click on "Edit booking". You will be forwarded to the booking page, where you can make the desired changes. After saving the changes, the booker will receive a notification about the changes via email. If you approve the booking afterwards, the booker will receive another email with the booking confirmation or - in case of a fee-based booking - the request to choose a payment method to complete the booking.
2.2. Free bookings
Free bookings can be cancelled easily via the booking detail page. After the cancellation, the booker can make a new booking himself or you take care of the rebooking yourself via the manual registration.
2.3. Fee-based bookings with own payment processing
If a manual registration was made with payment method "Direct payment to organizer ", meaning that it was paid outside of doo, you can cancel the booking and repeat the manual registration with the desired changes and choose "Direct payment to organizer" in the last step. If the rebooking requires cancellation or invoice documents, additional payment or refund, please take care of it outside of doo.
2.4. Fee-based unpaid bookings
Bookings with payment method "Bank transfer" which show the booking status "Payment outstanding" on the booking detail page, you can cancel the booking and that way stop the payment reminders sent by doo. Please inform the booker that he can ignore the invoice he previously received and ask him to make a new booking with the desired ticket selection. Alternatively, you could also rebook him yourself via the manual registration and select "Bank transfer" as payment method so that he automatically receives a new invoice and doo takes care of the payment processing.
2.5. Fee-based paid bookings
Important: The cancellation of already paid bookings does not trigger an automatic refund to the booker! For more information on the cancelation of bookings in general please follow this link.
As soon as a booking was paid via doo, the payment automatically enters the revenue disbursement process to you as organizer. As a consequence the processing of eventual additional payments or refunds needs to be handled by you as organizer. Below you can find recommendations on how to handle different rebooking cases.
2.5.1 Existing booking and new booking have the same invoice amount
If the invoice amount of the new booking will be equal to the original booking, that was already paid, please cancel the existing booking and rebook the attendee(s) via the manual registration. If you select "Direct payment to organizer" in the last step, the new booking will be automatically marked "paid" without payment processing via doo. That way the invoice amount of this new booking and the payment received for the original booking can be offset against each other so that there is no need for refund or additional payment.
2.5.2 Invoice amount of the existing booking is larger than the one of the new booking
If a booker who already paid his invoice would like to change the ticket or product selection or to apply a promotion, which results in a lower invoice amount, you have two options:
1) Either you cancel the existing booking (without charging cancellation fees for the booker), ask him for his bank account details and refund the full invoice amount (which already entered the automatic payout process to you) and ask him to repeat his booking and make a new payment. We at doo recommend this option because it avoids potential accounting problems on your or your booker's side.
2) As an alternative you can take care of the rebooking yourself and offset the invoice amounts against each other: Cancel the existing booking and enter the difference between the existing and the new booking as cancellation fee, so that a cancellation invoice is created which can be used as receipt for the refund. In the next step, please make a manual registration with the desired ticket selection and choose "Direct payment to organizer" to directly make the booking as "paid" without payment processing via doo and to send the new confirmation email to the booker. Afterwards, please ask the booker for his bank account details of the booker so that you can refund the difference between his first and second booking.
2.5.3 Invoice amount of the existing booking is lower than the one of the new booking
If a booker who already paid his invoice would like to subsequently change the ticket or product selection, resulting in a higher invoice amount, we recommend to cancel the existing booking and refund the complete booking amount (which already entered the automatic payout process to you). Afterwards you can ask the booker to register himself and go through the payment process once again. Alternatively, you could also rebook the attendee yourself through the manual registration, which allows you to choose between the payment methods "Bank transfer payment processed via doo" and "Direct payment to organizer".
Tip: In this case, we strongly recommend to not offset already paid bookings bookings and new bookings against each other, as this might cause accounting problems not only on the booker's but also on your side.
2.6. Reassign ticket to another attendee
In order to assign a ticket that was already created and sent to the booker to another attendee, there's no need to cancel and rebook. Please follow this link to learn how to edit attendee data and resent updated tickets to the booker.
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