1. Xola
  2. Business Operations
  3. Purchase Management
  4. Booking Management
  5. Booking/Event Modifications

Modifying Purchases

So your customers made a purchase and now they have called and need to change it. From the Purchases tab, you can modify a purchase by changing arrival dates or times, modifying guest count, adding charges, refunding purchases, and much more. This article will cover all the items you can modify from the Purchases tab with the purchase modification bar. 

What's covered in this article:

Changing Arrival Date and/or Time

You've reserved a customer, and now they want to change the date or time of their experience. No worries, Xola makes this a swift and easy process! In just a few clicks in the Modifications Banner, you'll be able to change the date and/or time of your customer's experience.

  1. In the Purchases tab, navigate to the customer purchase.
  2. From the Modifications Bar (white toolbar at the top), click Arrival.
  3. In the Change Arrival window, click the date field for the date picker and select the new date and time. Need a special date and time? Read about Timeslots-on-the-Fly and Reserving Past Dates and Times.
  4. Click Change Arrival.
  5. The new arrival date and/or time will be reflected under Purchase Details.

Note: If a guest was checked in or marked as a no-show the new arrival time in the dashboard will not carry that same status, and that action will need to be re-taken.

Modify Purchase - Change Arrival.gif

  • By selecting or deselecting the Notify box, you can choose whether you would like to send your customer an email regarding this change.
  • If there is any difference in price between the new and original date and time, Xola will help you reconcile by automatically creating a balance due or an option to refund the excess payment. If you choose not to collect or refund the full amount right away, the reservation will contain a Collect Balance or Refund Excess Payment button.

Modifying Guest Count

You've reserved a customer, and now they want to change the number of guests in their party. No worries, modifying the number of guests in Xola is a simple process! In just a few clicks on the Modifications Banner, you'll be able to update the guest count in a jiffy.

  1. In the Purchases tab, navigate to the customer purchase.
  2. From the Modifications Bar, click Guests.
  3. Here you can update the guest's name that appears on the Roster, and update the demographics if needed. 
  4. To add a guest, simply click the + button next to the demographic you would like to add or click on the number and enter the number of guests. 
  5. Click Modify.
  6. In the next window, if you increase the guest count, you have the option of immediately hitting Collect Balance Now and charging for the additional guests. You can also collect this balance later by hitting Cancel. If you decrease the guest count, you have the option of immediately Refunding for the subtracted guests. You can also refund later by hitting Skip.
    • In either case, the adjusted number of guests will be reflected under Purchase Details, and any charges or refunds will be reflected under the Payment Summary.

Modify Purchase - Add Guest.gif

  • By selecting or unselecting the Notify box, you can choose whether you would like to send your customers an email updating them on this change.
  • Per-person coupons, as well as taxes and fees, will adjust to the new number of guests.

Adding a Charge/Discount

You've reserved a customer, and now you need to add a charge to their reservation or you would like to discount a reservation by an arbitrary amount. With just a few clicks on the Modifications Bar, you'll be able to add a charge or discount a purchase with no hassle.

  1. In the Purchases tab, navigate to the customer purchase.
  2. In the Purchase Summary, click Modify and select Custom Line Items.
  3. In the Item field, type in the name of the charge/discount.
  4. In the Type dropdown, select either Charge or Discount.
  5. Click Save. 
  6. If you select to add a charge, the next window will provide the option to Collect the Balance immediately. If you select to discount the purchase, you will see a green Return Excess Payment option under the Payment Summary.
  7. You will see the charge reflected under the Payment Summary and Timeline.

Modify Purchase - Add Charge:Discount.gif

  • By selecting or unselecting the Notify box, you can choose whether you would like to send your customer an email about this charge.
  • If you select the Check or Other payment method, this will not initiate a transfer of funds. For example, if you choose the Check option you must still write the customer a check - Xola will not produce this check.
  • This charge has no effect on the taxes or fees set for this purchase. unless you toggle on 'Is taxed?'. 

Refunding a Purchase

When you click the Refund in a customer purchase, Xola will ask you to select from one of the following options:

Reduce booking value and return payment

Return payment only

Change guest quantity

Below are details of the difference between these three methods of returning payment to a customer and which situation you would choose one over the others.

Reduce booking value and return the payment

What this does: Reduces the customer's total booking value and sends full or partial payment back to the customer.

When to use: When you need to offer a customer a discount or full refund on their balance or payment. This might be due to something like bad weather conditions or placating an unhappy customer.

  1. Navigate to the customer's purchase and click the Refund button.
  2. Select Reduce booking value and return payment.
  3. Ensure the right amount to refund is populated in the Amount field. If this is a partial refund, type in the amount to be refunded into the box.
  4. Select the Method.
  5. Add a reason for the refund in the Comment field.
  6. Click Refund.

Please note that when processing refunds, you cannot refund a customer more than the originally charged amount.

Modify Purchase - Reduce Value and Return.gif

Return payment only

What this does: Returns payment to one customer in order to collect that money either in a new form of payment or from another paying customer. Using the Return Payment feature will always open a balance on the purchase for the amount returned.

When to use: To change the card that was originally charged for the purchase. To allow a customer to switch from cash payment to put the balance on a credit card.

  1. Navigate to the customer's purchase and click the Refund button.
  2. Select Return payment only.
  3. Type the refund amount in the Amount field.
  4. Select the Method.
  5. Add a reason for the return of payment in the Comment field.
  6. Click Return Payment.
  7. In the Purchase, click Collect Balance.
  8. In the popup window, select Add a new card and enter the credit card details.
  9. Click Collect.

Please note that when processing refunds, you cannot refund a customer more than the originally charged amount.

Modify Purchase - Return Payment Only.gif

Modifying Add Ons

You have booked a customer, and they now want to add or remove an add-on to their purchase. With just a few clicks on the Modifications Bar, you can easily adjust the number of add-ons.

  1. In the Purchases tab, navigate to the customer purchase.
  2. From the Modifications Bar, click Add-ons.
  3. From here, add or remove add-ons to the purchase. The balance will adjust to display the amount to be charged or refunded to the customer.
  4. Click Save Changes. You can settle right away or click Later.
  5. The adjusted number of add-ons will be displayed under the Payment Summary and in the Timeline.

Modify Purchase - Add Ons.gif

Switch an Experience

You've reserved a customer for one experience, and now they want to switch entirely to another! In the Modification Bar, you can switch the experience for your customer. 

  1. In the Purchases tab, navigate to the customer purchase.
  2. From the Modifications Bar, click Switch Experience.
    • If you do not see this option on the bar, click on the 3 dots, to open up more actions. 
  3. On the left side of the window is the customer's current experience, and to the right are all the other experiences you have to offer.
  4. Select the experience that the customer would like to switch to. The right side of the window will change to display that experience, the date picker, and the current booking and payment details for this customer purchase.
  5. Select the date and time of the new experience.
  6. Click Confirm Switch.
  7. The Modifications Banner will show the photo and title of the new experience, and you’ll see a record of the switch in the Timeline.

Note: If a guest was checked in or marked as a no-show the new arrival time in the dashboard will not carry that same status, and that action will need to be re-taken.

Modify Purchase - Switch Experience.gif

Change Experience to Private or Shared

After a shared or private reservation has been made, you can switch to the other type. This option is on the Purchases tab, in the Modification Bar.

  1. In the Purchases tab, navigate to the customer purchase.
  2. From the Modifications Bar, click on the 3 dots to the right, then click on Make Private or Make Shared
  3. On the left side of the window is the customer's current experience, and to the right are the details of the new experience.
  4. Click Apply.
  5. You can settle right away or click Later.
  6. The adjustment will be displayed under the Payment Summary and in the Timeline.

Modify Purchase - Make Private.gif

  • When choosing to switch a reservation from shared to private, only events that do not yet have a reservation will appear as available.
  • Any pricing differences that have been configured will be applied when changing a reservation type.

Modify Taxes and Fees

You may have customers who are tax-exempt or need the taxes and fees taken off a reservation. Removing taxes and fees can only be done on back-office reservations, or after a reservation is made. 

  1. In the Purchases tab, navigate to the customer purchase.
  2. Under the Payment Summary, you will hit Modify > Taxes and Fees.Screen_Shot_2022-11-18_at_9.26.23_AM.png
  3. Once you hit Modify, a pop-up will appear with a breakdown of all taxes & fees associated with that reservation. Screen_Shot_2022-11-18_at_9.27.31_AM.png
  4. To remove a tax or fee before processing this reservation, click the trash can. A gray line will strike out the tax or fee line item and it will be removed from the reservation total.
  5. Click Confirm and your modifications will be saved.

    Note: If you have a Partner/Service fee from Xola, you will not be able to remove this fee. Only Taxes & Fees, that you created in Settings will be able to be removed from a reservation.

    Oops!     I need to reinstate one tax or fee, simply click the gray arrow on the line item to reverse the removal. To re-instate all taxes or fees, click "Reset taxes & fees".

  6. If a customer has already paid, then a Return Excess Payment box will appear to have you return the tax or fee removed back to the original payment method. Click Return Excess Payment and you will be walked through the Refund Payment workflow.
 

Add or Remove a Code from a Purchase

Adding a Code

You've processed a customer reservation, and now they want to apply a coupon, Agent, voucher, or gift code. 

  1. In the Purchases tab, navigate to the customer purchase.
  2. Below the Payment Summary, click Apply Code. A window will open, displaying a drop-down menu and the customer's payment summary.
  3. Click the drop-down to view all the coupon and partner codes for this account, or type in the code to search.
  4. Select the code from the list, or if you've typed it in, hit Enter on your keyboard. The code will be applied and appear in the Payment Summary.
    • Please note: If you add an Agent code you'll be asked to put in a deposit. If your Agent does not take a deposit, type in '0'.
  5. Click Apply Code.
  6. Click the Return Payment button to finalize this transaction. The code will be recorded in the Payment Summary and in the Timeline of the customer purchase.

Add a code - purchase.gif

 

Remove a Code

Whoops! Maybe you applied a coupon by mistake or entered the wrong Agent code. In Xola you can remove a code just as easily as you can add one. Details below:

  1. In the Purchases tab, navigate to the customer purchase.
  2. Under the Purchase Summary, you will hit Modify > Codes.Screen_Shot_2022-11-18_at_9.26.23_AM.png
  3. Once you hit Codes, a pop-up will appear with all codes associated with that reservation.
  4. Locate the code that was applied and click the trash can to remove it.
  5. You will be asked to confirm that you want to remove this coupon. Click Confirm.
  6. The code will be removed from the customer purchase. If it is a coupon code or Agent code with an associated discount, the price will adjust accordingly.

Remove a code - purchase.gif

 

Cancel Reservation

When a customer cancels a reservation, you can choose to issue a full or partial refund, issue no refund at all, or send the customer store credit.

Note: When issuing refunds, you may not refund more than the amount originally charged to the customer.

  1. In the Purchases tab, navigate to the customer purchase.
  2. From the Modifications Bar, click on the 3 dots, then click Cancel Experience.
  3. Click Confirm to continue with the cancellation.
  4. Enter the full or partial amount to be refunded in the Amount field. If you are refunding two or more customers on a purchase, keep Automatic Split Refund selected.
  5. Select the Method of payment with which to issue the refund.
  6. Enter any comments on this refund or cancellation in the Comments field.
  7. Click Refund.

Modify Purchase - Cancel Reservation.gif

Cancel Reservation Without Refund

  1. In the Purchases tab, navigate to the customer purchase.
  2. From the Modifications Bar, click on the 3 dots, then click Cancel Experience.
  3. Click Confirm to continue with the cancellation.
  4. If you do not want to issue a refund, click Skip on the Return Payment screen.
  5. The customer is officially canceled. If you choose to come back later and issue a refund, you may do so by selecting Refund in the Modifications Bar.

Cancel Reservation and Issue a Store Credit

For a detailed overview of Xola's Store Credits feature, please click here.

  1. From the Purchases tab, navigate to the customer purchase.
  2. From the Modifications Bar, click on the 3 dots, then click Cancel Experience.
  3. Click Confirm to continue with the cancellation.
  4. Enter the full or partial amount to be credited in the Amount field.
  5. Select Store Credit under Method.
  6. Enter any comments on this refund or cancellation in the Comments field.
  7. Click Save Changes.
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