Purchases Tab

The Purchases Tab in Xola gives you a way to search for all customers' reservations. It allows you to see the customer and their payment details, and allows you to modify reservations, add notes, see a timeline of the reservations, and communicate with the customer. 

What's covered in this article:

The scroll bar

Searching for Purchases

Modify Reservations

Purchase Details

Attendees Section

Tag a Purchase 

Adding notes to the reservation

The Timeline tab

Purchase Tab Icons

The scroll bar

The scroll bar appears to the left of the screen in your Purchases tab, and is a scrollable library of all your customer purchases.

It is sorted in order of most recent reservations, so your newest reservations are always located at the top. From the scroll tab, you’ll see the customer name, the product purchased, the total amount reserved, and the date of their experience.

If you click into the purchase from the scroll tab, it will bring up the entire purchase to the right.

Searching for Purchases

Your purchases are searchable by customer name, email, phone, or tag.

When your customers check out on your website or when you make their reservation in the back office, you collect their names, email, and phone. Typing in any one of those three items will pull up their purchase.

Tags added to purchases allow you to filter purchases for commonalities. Xola automatically generates tags, or you can add your own tags to a purchase after it is made. You can also search by the generated confirmation ID provided to the customer in emails after they make a purchase.

You also have an Advanced Search filter to the right of the search bar that you can click on, and more filtering will become available. Here you can filter your search by:

• Purchase Date or Arrival Date
• Various date ranges
• Type of Product (Experiences, Gifts, Store Credits, Packages, Partner Packages, etc)
• Product Name 
• Reservation status (Confirmed, Pending, or Cancelled) 
• Balance (Paid in full, Balance due or Refund Due)
• Dispute status 
• Source of purchase 
• Agents

Pro Tip: Beside the search bar, you will see the Balance in your Xola account; this is the amount you have to perform refunds. If you click on it, you will be taken to a Transactions Report to see what transactions make up this balance. 

Modify Reservations

Under the search bar, you will see the name of the product purchased, the date and time of arrival, the number of demographics reserved, and the confirmation ID. If you click on the paper icon , it will take you to the Roster for the event the customer is reserved for. This way, you can make any changes you need to the roster. 

Note: If you see a lock icon with the customer's name this means they reserved a private event. 

Under this, you will see the modification bar. Here, you can make many modifications to this customer's reservation. To learn more about all the modifications you can make to your customers' reservations from the Purchases Tab, click here. 

Purchase Details 

Under the Modification Bar, you will see the purchase details. Here you can view:

• Reservation Status 
  • Green: Confirmed 
  • Red: Canceled 
  • Yellow: Pending 
    • Pending reservations are reservations that are either on Manual Accept or if the experience has a per-event minimum that has not been met.
    • Manual Accept: Means you can manually review each reservation and accept or decline it.
• Payment Summary: 
  • See how much the customer paid and if any discounts or fees were applied. 
  • By clicking the 'modify' button in this section, you can also modify the taxes and fees, any codes on the reservation, and the guest count, and add a custom charge or discount. 
  • Add a code to a reservation by clicking on the 'Apply Code' button. 
  • If there is a Balance Due or Refund Excess Payment, then you will see a button below on the payment summary to prompt the appropriate workflow for you to take. 
• Contact Information: 
  • The main organizer of the purchase contact information will be shown in this section. 
  • Message the organizer by hitting the message icon next to their information. 
    • Note: To message all guests, click on the message button on the Modification Bar. Here, you can choose to message all guests with a valid email or individual guests/attendees on this reservation.  
  • Edit their information or see their contact profile by clicking the person icon next to the information. 

Attendees Section

This section will be displayed for all reservations. If you have per-person questionnaires or waivers enabled in Xola, the names of each guest will appear here when they complete those items. If you do not utilize these features, only the main attendee or organizer will be listed, followed by the demographic details. Additionally, you have the option to manually enter guest names if desired.

In the Attendees Section, you can: 

• Questionnaire:
  • To see or edit questionnaire answers, click on the paper icon with the colored dot next to it > Edit or add the information> click Save.
• Waivers:
  
  • To manually link waivers, click on the icon with the colored dot. Now, click on the 'Link a Waiver' button, select the waiver you would like to link, and hit Save. These waivers will appear, and the name on the waiver will appear in the attendees' section. 
  • To make corrections to your guest's waivers, click on the icon with the colored dot and then click the icon. A pop-up will appear allowing you to update the information your guest submitted. If you use the questionnaire in the waivers feature, you can also modify their responses here.
  • To unlink the waiver, click on theicon with the colored dot and then click the iconnext to the customer's waiver you want to unlink. This will unlink the waiver and allow you to link another one. The name of the guest will also be removed from the attendees section. 
  • To view the waiver, click on the icon with the colored dot and then click the icon. This will download the signed waiver to another screen for you to view. 
• Action Items:
  • If the attendee is the main attendee and has a   icon next to the name, you can take the following action by clicking the icon: 
    • Copy Email
    • Message 
    • Change Demographic 
    • Resend Confirmation Email
    • Rebook customer 
    • Remove Guest 
  • If the attendee is not the main attendee, you can take the following actions by clicking the 3 dots: 
    • Change Demographic
    • Remove Guest

Note: If there are more than five attendees in the reservation, click the 'Show All' button to expand the attendees section and view all names. By default, Xola displays only the first five attendees.

Tag a Purchase 

Adding notes to the reservation

• In the Purchases tab, navigate to the customer purchase.
• Below the Purchase Details and Payment Summary, you will see the Notes section.
• In this section, you can see, edit, delete or add:
  • Event Notes:
    • Event notes are for the event as a whole. These can be notes you want the staff to see that pertain to everyone in the event. 
  • Purchase Notes:
    • Purchase notes are for this particular purchase. These can be notes you need your staff to know about this purchase. 
  • Customer Notes:
    • Customer Notes are for a particular customer. They will follow the customer for every reservation you make for them.
    • Customer notes can only be deleted in the Customer's Contact profile. 
  • Click on the +Add note button to add a note.
  • Click on the pencil icon to edit the note
  • Click on the trash can icon to delete the note. 
• You will see a note icon with the number of notes next to each note when there is a note present. Click on the arrow next the the type of note to expand the section to see the notes. 

The Timeline tab