[New Portal] Bookings Overview Follow
Introduction
If a site has a point of sale system, you may need to book customers into a session. Understanding how to use the bookings page is important for site operations. In the bookings page, you can create, modify, cancel and refund/credit bookings.
Who can use this feature?
Any user that has access to the "Bookings, Refunds and Cancellations" user permission can use this feature.
If you do not have access to this feature, please speak to your Operations Manager.
How do I access the Bookings page?
How do I search for an existing booking?
How can I view the booking information?
How can I reschedule a booking?
How do I make a Zero Latency booking?
How do I use bypass booking time?
How can I leave notes in a booking?
How can I credit/refund a booking?
Payment Gateway: Failed, Blocked or Declined Payments
How do I update the incorrect paid price?
How do I access the Bookings page?
- Click the "Bookings" button.
How do I access the Tax Invoice for a booking?
Tax invoices are provided to all customers as part of the Booking Confirmation Email (if you use the default email templates or add the code "{InvoiceUrl}" to your custom email templates)
If you want to manually obtain the Tax Invoice;
- Browse to the booking screen
- Click the button Invoice
- A new page will open with the ability to download the invoice as a PDF or print it
How do I search for an existing booking?
- Bookings can be narrowed down using the filters.
- The Filters include: Booking ID, Purchase Player (Name, Display Name or Email), Created Time, Booking Time, Transaction ID and Status
The most common filters to use would be the Player's Name, Display Name or Email.
- In the list of bookings some information will be provided: Booking Time, Game, Status, Purchase Player, Created Time, Players and Notes
Using the status filter will show the different statuses of the bookings.
The different options include:
- Active - This is a booking that has received a payment or was paid for with a credit or created from within the portal.
- Cancelled - This is a booking that had previously existed but was cancelled manually.
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Complete - This does not get used.
- Expired - This is a booking that was once in a pending state but has blocked a slot for too long, so it has expired to free up the slots.
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Failed - This is a booking that had an attempted payment, but the payment had failed.
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Pending - A pending booking will be created, when someone selects a game package whilst browsing the booking system, this will 'lock up' the desired slots for a long enough time for a payment to be made. If a payment was not made quickly enough, the booking becomes pending. If a payment was received, this booking will become active.
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Refunded - A booking system that has been refunded (can be partial, or fully refunded).
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Reserved - A pending booking can become reserved, if the site is a reservation site, and the user on the booking experience completes the reservation. This booking will become active, once payment has been received.
How can I view the booking information?
- Once you have found the booking you require using the filters, click on the "View" button.
- You will be able to see details such as: Booking ID, Created Time, Status, Purchase Player, Package, Session, Booking Tickets, Price, Tax, Total, Paid, Method of Payment, Payment History, and Booking History.
How can I reschedule a booking?
If a customer contacts the site to reschedule their session, it is easy to do without canceling and manually rebooking the session.
- Find the booking you require and then click the "Change Date" button.
- Select the experience, date and time using the calendar. Then click the "save" button
Caution
If you change the date of a booking, it will not add or deduct store credit if the new date pricing differs to the original price. This will need to be done manually.
- The booking will now be rescheduled.
Info
You will also be able to see who changed the booking in the "View History" section.
How do I make a Zero Latency booking?
There are two ways you can make a booking:
- Click on the "New Booking" button
- Hover over the booking icon and click the "+"
Info
For more information about how to book a customer as a Game Master (Host/Runner), read the article: What to do when customers arrive
The booking page will appear and is broken up into different sections:
Customer Email
- This must be filled out with the email of the person who is booking.
Package
- You must select the package they would like to play.
Players
- You must select the number of tickets they would like to purchase.
Date and Time
- You must select the date and time they would like to play.
Cost
- This is the payment gateway that will be used. This can be Paid, or a Free Session.
Reservations
You can make reservations for a customer through the portal via the Reserved Session option.
- This option reserves the booking slot, and will highlight that payment will be needed at a later time.
When looking for bookings in the Portal, you can filter by Reserved bookings.
When reviewing upcoming sessions, the session detail page indicates when a session has been reserved, indicating it has not finalized payment.
Override Price
- This field will override the total price with the number you enter.
Discount Code
- This is where you can enter any promotion codes.
- Once you are complete, you must click the "Save" button for the booking to be confirmed. It will then open the booking information.
How do I use bypass booking time?
This feature is only available to operation managers. This will allow you to create a session after hours without creating an open time. Read the Open Times section for more information.
- Select the date and time and it will create a session for you.
Caution
This feature does not check for overbooking. This means that if you accidentally select a time that already has a session, you will have more than eight players!
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This is an example of what can happen if you use the bypass open time feature without checking for overbooking. This means that 16 customers will arrive to play a session that can only hold up to 8 players.
How can I use free sessions?
Info
These tickets can only be used for promotion and marketing activities and cannot be sold to customers under any circumstances. Any tickets provided above this quota will be subject to the license fee at published retail price.
Info
Please note that if you cancel a session that used "free ticket" they will be added back into your free ticket totals for that month.
How can I leave notes in a booking?
If you need to leave a note in a booking, open the booking you require.
- Click on the "Notes" textbox.
- Write your notes, then click on the submit button, which should highlight blue.
- When the note is saved, a "blue" number 1 will appear. The user's name, date and time will also appear.
- Each time the booking is searched for, it will now display that there is a note in the booking. Hovering over the note icon will display the notes.
How do I cancel a booking?
Only use the "Cancel" function if you need to cancel a booking that has not received payment (these include reservations or big group bookings). If you want to refund a customer, use the "Refund" function instead.
To do this, open the booking you require.
- Click on the "Cancel Booking" button.
A window will appear to confirm.
- Payment was received: Click this checkbox if you want to cancel the booking and do not want to remove the transaction from the Finance Report.
- Cancelled without payment: Click this checkbox if you want to cancel the booking and want to remove the transaction from the Finance Report.
- Keep Booking: Click this button if you do not want to cancel anything and go back.
- If you selected "No payment was received", the booking will now display "Cancelled" but also will show "Refunded" in the payment section. Also, the buttons will disappear from the top right.
- If you want to cancel anything other than a cash booking you will have to do a refund/credit. Read the next section below.
How can I credit/refund a booking?
Warning
You can only credit/refund a customer for two weeks after a session has passed. Also, credit does not expire, but you can cancel it manually if required.
You must use the "Refund" function to give credits, refunds and cancel a booking that has received a payment.
To do this, open the booking you require.
- Click on the "Refund Booking" button.
- A window will appear to select the number of players you need to credit/refund.
- Select the number of players you require.
- In this example, five players were selected. Also, note that the "Refund Amount" is automatically calculated using the number of players you have selected and the purchase price.
- Using the "Refund Type" drop-down, select your option.
- Depending on your payment gateway, the options can include: Cash, Credit, Stripe, PayPal and Checkout.
Giving a credit
- If you have to credit a booking, you can now specify which email will receive the credit code.
- Once the process is complete, a credit code will be emailed to customers.
Info
The credit amount will also be displayed in the financial reports.
Giving a cash refund
- If you select this option, the amount you would like to refund will be displayed on the financial reports but you will then have to physically refund the customer using cash or credit card (depending on what they paid with).
Giving a Stripe or Checkout refund
- If you select this option, the amount you would like to refund will be automatically refunded to the card they used.
- The refund amount will also be displayed in the financial reports.
Giving a PayPal refund
- If you select this option, the amount you would like to refund will be displayed on the financial reports but you will then have to manually refund the customer using your company's PayPal account.
No matter the option you choose, once you click the "Ok" button, this will complete the credit/refund and the booking will display one of two options depending on the number of players you have credited/refunded:
- If some (not all) of the players were credited/refunded, it will show you the modification on the booking.
- If the whole session was credited/refunded, it will show you that the whole session had been refunded.
- This also means that the session is available to be re-booked by other customers.
Payment Gateway: Failed, Blocked or Declined Payments
If you are using Stripe, PayPal or Checkout as the payment gateway, you may encounter some failed, blocked or declined payments.
We recommended you read their documentation for more information.
- Stripe: Understanding declines and failed payments (Blocked)
- PayPal: Why was my payment declined?
- Checkout: About payment actions and Declined - Do not honour
How do I update the incorrect paid price?
If you have entered the incorrect paid amount, you can update the value to the correct price by visiting the booking in the portal, then selecting "Update incorrect paid amount".
You can then update the paid amount and the payment method.
Note: This can only be changed before the session begins. The booker will be notified of the change.
Note: If you are unable to book new players into a session please call Client Services and they will be able to assist.
Article Keywords/Phrases:
Understanding the bookings page
Bookings overview
Stripe Blocked
Checkout
PayPal
Booking sessions
Refunds and credits
Cancel Bookings
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