Order FAQs

If you don’t see the “Start new order” option on a booking, it may be because orders haven’t been enabled on your Dashboard, or your permission group doesn’t allow you to create orders. Contact FareHarbor Support and we will be happy to look into your settings.

Only bookings made for the same contact can be combined into an order. The contact is the person or group associated with a booking (i.e. the name listed at the top of the booking).

In the example above, there are three bookings listed for the contact Pat Cooper.

You can add a booking for a contact by clicking the New booking for contact option, located right under the contact information. Even if two bookings are made with identical customer names and contact information, they won’t be tied to the same contact unless you use this option.

Learn more about adding a new booking for an existing contact.

Yes! Online customers can enter a gift card number during checkout using the “Apply a gift card” option, as long as you have online gift card redemption enabled for your company. (Don’t have online gift card redemption? Contact FareHarbor Support to enable this feature.)

If there’s not enough credit on the gift card, they can either apply another gift card (if they have one) or pay for the rest of the order with a credit card.

When making an order in your Dashboard, you can redeem a gift card when adding a payment to the order. Learn how to redeem a gift card on an order.

Any user with permission to create bookings for your company can create and manage orders. By default, this includes affiliates.

Note: Affiliate users will only be able to see bookings that they’re listed as an affiliate on. This means if an order includes a booking that was made directly by the tour operator, the affiliate will not be able to view that booking. Here’s an example of what an affiliate user would see in that case:

You can find an order using the search bar at the top of your Bookings calendar. Enter the contact name or Order ID (for example, #ABCD or ABCD), then open one of the related bookings and click the order ID to view or update your order.

See Order actions for details on how to cancel or refund orders.

Bookings that have been cancelled and fully refunded will no longer count toward the order total. This means if all bookings on an order have been cancelled and fully refunded, there will be 0 bookings counted toward the order total.

However, you can still view these bookings on the order overview under Cancelled + refunded bookings.

In less common cases, a customer may see a message indicating that some of their options are no longer available.

Usually, this means that one or more items added to their cart are no longer available for booking. This may happen if:

• A high-demand item sells out prior to the customer making completing their order.
• An item or availability’s online booking status has been changed to Closed.

If a customer sees this message, they can either remove the item(s) from their cart that are no longer valid, or search for another availability to complete their booking.

If you are using price schedules, the system will always use the same price sheet based on the first booking regardless of schedules on the backend. To change, select the correct price sheet from the price dropdown at the top of the booking screen: