Self-Service Rebooking

With self-service rebooking, you can allow your customers to rebook their tickets independently. You can set up strategies to specify which tickets can be rebooked to which other tickets or events, ensuring that no unauthorized rebookings occur.

Self-Service RebookingGeneral

Benefits

1. Reduced support effort for ticket buyers.

2. Maximum flexibility, as rebooking strategies can be defined down to the ticket type level.

3. Reduced no-show rate, as customers are offered the option to rebook their ticket if they cannot attend.

4. No financial losses, as no refunds or credits are issued when rebooking to cheaper tickets.

5. Upsell opportunities, as rebooking to more expensive tickets is offered with additional rebooking fees possible.

Customer View

The customer has two options to initiate a self-service rebooking:

1. Confirmation Page: On the confirmation page, the customer can click the Rebook Tickets button to access the rebooking form. Here, they can select the tickets to be changed and then specify the new events or tickets to rebook to.

2. Ticket Modal: Using the ticket modal, clicking the Rebook button also redirects the customer to the rebooking form. Here, they can similarly select the tickets to be changed and specify the new events or tickets to rebook to.

Checkout

After the customer selects the desired event, they are redirected to the event's checkout. This checkout corresponds to the event's standard online shop. The value of the tickets being rebooked is credited to the cart as a voucher.

Now, the customer can add any tickets to the cart and proceed through the checkout like a traditional online shop. To ensure that the tickets are correctly rebooked, the customer must always add the required rebooking tickets to the cart. If this is not done, the booking cannot be completed, and a notification will appear.

Example:

Suppose a customer wants to rebook their adult ticket from Friday to Saturday. They select the "Rebook" option for the adult ticket from Friday. The rebooking form opens, where they choose the desired event and select Saturday.

Next, the checkout for the Saturday event opens. In the checkout, the customer can add any tickets to the cart, such as child tickets, discounted tickets, or VIP upgrades. Due to system settings, the customer can only rebook their adult ticket to another adult ticket.

A notification appears in the checkout stating that the rebooking cannot be completed without selecting an adult ticket. Once the customer adds the adult ticket to the cart, the booking can be finalized. Additional tickets can still be added in the same process.

Self-Service RebookingRebooking Strategies

When using self-service rebooking, a rebooking strategy must be defined. Without such a strategy, self-service rebookings are not possible, ensuring that only authorized rebookings are conducted.

In the rebooking strategy, you specify which tickets from which events can be rebooked to which tickets and events. To ensure maximum flexibility and user-friendliness, rules can be defined either for ticket groups, ticket types, or for an entire event. Once defined, the strategy is added to the desired events to activate it.

Note: Rebooking strategies are used exclusively for self-service rebookings. Internal rebookings are possible at any time for any ticket.

You can access rebooking strategies through the Events module and then Rebooking Strategies in the sidebar. There, you can create and edit a strategy. The settings are detailed further below.

General Settings

Rules

In the rules section, define which tickets the ticket buyer can rebook to from their original tickets. Without defined rules, rebookings are not possible. Within a rebooking strategy, you can define multiple rules to cover all possible scenarios.

Define "From"

Specify which tickets are available for rebooking. You can choose ticket groups, individual ticket types, or all ticket types of an event. Multiple tickets and events can be specified. Note that each selected ticket can subsequently be rebooked to tickets defined in the "To" section.

Pro Tip: Use ticket groups if already defined in your event, e.g., through cart automations. Otherwise, we recommend using ticket types.

Define "To"

Now select to which tickets and events the previously defined "From" tickets can be rebooked. Again, you can choose ticket groups, ticket types, or all ticket types of an event.

Note: Within a rule, each ticket from the "From" section can be rebooked to any ticket in the "To" section. If exceptions are needed, define them through a new rule within the same rebooking strategy.

Self-Service RebookingActivate

After defining the rebooking strategy, self-service rebooking can be activated at two different levels:

1. Event Level: Activate self-service rebooking for a specific event. These settings can be overridden at the ticket type level.

2. Ticket Type Level: Activate or modify self-service rebooking for a specific ticket type.

Pro Tip: It's best to set up self-service rebooking at the event level and only modify settings for specific ticket types as needed.

Activate self-service rebooking at the event level

1. Open the event settings of the desired event and navigate to the Sales tab.

2. Scroll to the Rebooking section and select the desired strategy from the dropdown menu.

3. Click Save to confirm your changes.

Activate self-service rebooking at the ticket type level

1. Open the event settings of the desired event and go to the Ticket Categories tab. Open the ticket type settings for the desired ticket.

2. Scroll to the Rebooking section and select the desired strategy from the dropdown menu.

3. Click Save to confirm your changes.

Self-Service RebookingStep-by-Step Manual

1 Create Strategy

1. Go to the Events module and navigate to Rebooking Strategies in the sidebar.

2. Click on Create at the top right to create a new strategy.

3. Choose a desired name. This name can be changed at any time and is used for internal recognition.

2 Manage Strategy

1. Go to a rebooking strategy and click on Edit to make adjustments.

2. Optionally, set a deadline by which rebooking is allowed for customers.

3. Optionally, set a fee that applies to each rebooking. Also optionally activate whether the fee is always applicable or can be offset with rebooking credits.

3 Add Strategy Rules

1. Go to a rebooking strategy and click on Edit to make adjustments.

2. Click on Add under the Rules section to define a new rule.

3. Include all tickets under "From" that are eligible for rebooking.

4. Include all tickets under "To" to which the tickets from "From" can be rebooked.

5. Close the window and select Save. Additional rules can be defined as needed.

4 Activate Strategy

1. Go to the event settings of the desired event.

2. Navigate to the Sales tab.

3. Scroll to the Rebookings section and select the desired rebooking strategy from the dropdown menu.

4. Optionally, go to the Ticket Categories tab under the event settings to override the strategy for specific ticket types.