Online rebooking

You’ll need to have the following settings enabled and configured before you can start using this feature.

• Cancellation policies must be configured on your Dashboard.
  • The rules in your cancellation policy also apply to online rebooking. For example, if cancellation is allowed up to 24 hours before the availability start time, online rebooking will also be allowed up to 24 hours before the availability start time.
  • The default cancellation/rebooking window allows changes up to 48 hours before the availability start time.
  • You can edit your default cancellation policy or add a new one if you want to apply different policies to different items.
• Your cancellation policy must be applied to the correct item(s).
  • If an item doesn’t have a designated cancellation policy, it will use the Dashboard’s default cancellation policy.

In order for a customer to rebook online, they’ll need to take the following steps:

1. Open the confirmation email they received after making the original booking.

   • Note: If the customer no longer has access to the original email, or there is no email address associated with their booking, they’ll have to contact you to rebook, or you can send them a new confirmation email.

2. Click the Change booking link:

   

   • If the Change booking link is shown in the email but the customer is unable to change the booking online (for example, if the current status is Call to book), the customer will be prompted to contact you to rebook.

3. Browse for a different availability for the same item (as shown below), or search for another activity.

   

4. Choose the new availability, number of tickets, and any other requirements, and select Complete your booking.

Accounting for price differences

If the price of the new booking is the same as the original price (for example, when just rebooking for another availability for the same item), the customer will receive a new booking confirmation email and no further action is required.

If the price of the new booking is less than the original price, the refund amount is prorated and automatically refunded, provided there are sufficient funds in your Refund Reserve to cover the refund amount. The customer will see the following message and receive an email confirming the amount of the refund:

If the price of the new booking is more than the original price, the customer pays the additional amount, plus the booking fee on the difference.

For example, let’s say the original booking was $100, plus a booking fee of $6.00, for a total of $106. If the new booking’s subtotal is $150, the customer pays $50 plus the booking fee on the $50, for a total of $53.00 due.

Why is my customer unable to rebook their booking online?

The following are reasons why a customer may not be able to rebook online:

• The online rebooking feature has not been enabled in your Dashboard. Please contact FareHarbor Support for assistance with setting this up.
• You have not set up a cancellation policy and added it to the relevant item.
• The availability for the booking the customer is trying to rebook was in the past. Only future availabilities can be rebooked online.
• Cash, gift card, voucher or promo code was used as full or partial payment for the booking the customer is attempting to rebook.
• The payment was not fully collected by FareHarbor (for example, the booking was made through a reseller or affiliate and paid directly to them).
• The original booking was associated with an affiliate.
• The default payment processor you’re using with FareHarbor does not yet support online rebooking. Not sure which payment processor you’re using? Contact FareHarbor Support for assistance.

Why don’t my customers see the “Change booking” link in their emails?

• Emails that were sent before online rebooking was enabled will not include the Change booking link within the email itself. However, the customer can view the online version of their confirmation by clicking the “View it online” link from their email, where they will see the Change booking option.
• If the item the customer is trying to rebook is a retail item and not an activity, they will not see the Change booking link.

My cancellation policy currently allows for 50% refund. How will this affect online rebooking?

The refund percentage set in the cancellation policies will only affect cancellations and not rebookings. For rebookings, the cancellation policy must, at the very least, allow cancellations.

Can a customer rebook to a different item?

Yes, they can click on the Home button which will take them to your default booking flow, where they can choose a different item.

How does online rebooking work with price schedules?

If you have price schedules that apply different pricing depending on the season or time of the week, FareHarbor will always honor the “effective online price sheet” of the new availability. This means that any price schedule relevant to the new availability will be applied.

How does seating work with online rebooking?

When rebooking online, your customers will have to reselect their seat, as we cannot guarantee that their chosen seats will be available for the new booking.

How does transportation work with rebooking?

For the same routes and same items, transportation choices will also be applied to the rebooking. In case of different routes or different availabilities, customers will need to select transportation options again.

How does online rebooking work with deposits?

All bookings with deposits that are fully paid are eligible for online rebooking. Bookings for which deposits have been collected, but are not fully paid for, cannot be rebooked online.

It’s not possible to collect deposits when rebooking a booking. Customers will have to pay in full for any difference in the total amount for the rebooking. When a customer changes their booking from an item that doesn’t require a deposit to an item that requires a deposit, the deposit option will be hidden from the customers during the rebooking process.