How to Amend, Cancel, Refund or Switch a Booking in TicketingHub

Every change you need to make to a customer’s booking happens from the same place — the order page. This guide covers all scenarios in one place.

Choose the right action:

• Same product, new date/time or guest count → How to Change the Date, Time or Guest Count (edit the booking in place — do not delete it)
• Different product → How to Move a Booking to a Different Product (delete, then add a new booking)

The Difference Between a Booking and an Order

Before taking any action, it helps to understand what you’re working with.

Booking (BK)

A reservation for one specific product — with a defined date, time and attendees. An order can contain one or more bookings.

Order (OR)

The parent record that groups one or more bookings. The payment is held at order level, not booking level.

💡 When you cancel a booking, the funds stay inside the order. When you cancel an order, TicketingHub starts any supported provider refunds, but the time taken for the money to reach the customer varies. Cash and external payments must be handled separately.

How to Find a Booking

1. Go to your Dashboard → Orders
2. Use Filter by or Find by Reference to search
3. Enter either the BK (Booking) or OR (Order) reference number
4. Click the OR number to open the order, or the BK number to go directly to the booking

How to Change the Date, Time or Guest Count

Use this when the customer wants to reschedule or adjust quantities on the same product. Edit the existing booking in place — do not delete it or use New Booking. Deleting is only for cancelling a booking or switching to a different product.

1. Open the OR number
2. Under Bookings, find the booking to amend
3. To change the date or time: click the blue-highlighted date and time, select the new date and time, then confirm
4. To change the number of guests: click the blue-highlighted guest count and modify the quantity
5. If the price changes due to the amendment, go to Payments:
   • More guests or a higher-priced date → click New Payment
   • Fewer guests or a lower-priced date → click Refund Payment
6. Click Actions → Resend Booking Confirmation to send the customer their updated tickets

⚠️ Modifying a booking does not automatically generate new tickets or process a refund. Handle payment adjustments and resend the confirmation manually.

How to Convert a Ticket Booking to a Voucher

Use this when a dated ticket booking should become an open-dated voucher instead.

1. Open the OR number
2. Under Bookings, click the booking’s date and time
3. Select Voucher Booking, then select Update Booking
4. On the order page, select Confirm Order to reconfirm the order

To redeem the voucher later, see How to Redeem a Voucher.

How to Cancel One Booking Within an Order

Use this when a customer has multiple bookings in one order and only wants to cancel one, or when you want to cancel and rebook them without issuing a refund.

1. Open the OR number
2. Under Bookings, find the booking to cancel
3. Click the red trash bin icon (Delete) on that booking

The booking is cancelled. The funds remain inside the order — no refund is issued automatically. You can then:

• Issue a manual refund for that amount (see How to Issue a Manual Refund)
• Rebook the customer on a different product using the same order funds (see How to Move a Booking to a Different Product)

⚠️ Deleting a booking automatically notifies the customer that their original booking has been cancelled. Click Actions → Resend Booking Confirmation after any rebooking to send the customer their new tickets.

How to Cancel an Entire Order (Full Refund)

Use this when the customer wants to cancel everything and receive a full refund.

1. Open the OR number
2. Click Actions in the top right corner
3. Select Cancel Order

TicketingHub closes the order and initiates a refund to the original payment method where the payment provider supports it. The payment provider and the customer’s bank control how long the refund takes to appear.

For cash, bank transfer or another payment recorded from outside TicketingHub, return the money separately and make sure the refund is recorded with the correct method. Cancelling the order does not move money through an external payment method.

⚠️ Use this only when you are certain the customer wants a full cancellation and complete refund.

How to Issue a Manual Refund

Use this to refund part or all of a payment without cancelling the order — for example, after removing a booking, reducing the guest count or agreeing a goodwill refund.

1. Open the OR number
2. Go to Payments and click Refund Payment next to the payment you want to refund
3. Enter the amount to refund — anything less than the full payment issues a partial refund
4. Optionally select a reason
5. Choose a Refund method:
   • Original payment method (the default) — TicketingHub requests the refund from the connected payment provider where supported. Processing time varies by provider and bank, so check the refund status before retrying.
   • Cash, Bank Transfer or Card — choose one of these when you are handing the money back outside TicketingHub, for example cash over the counter or a bank transfer from your own account. No money is moved automatically; the method is recorded so your reports show how the customer was refunded.
6. Optionally add Private notes — free text for your own records, such as which payment provider you refunded through and its transaction reference. Notes are never shown to the customer.
7. Click Refund Payment

The refund method and private notes appear alongside each refund on the payment page and in your refunds list.

If PayPal asks for a verified ACH account, follow PayPal Refund Error: Verified ACH Account Required before retrying.

How to Confirm a Refund Was Successful

1. Open the order and review its Payments section.
2. Look for Partially Refunded or Refunded beside the payment.
3. Open the payment to see the refund amount, date, method and history.
4. You can also open the Refunds tab under Orders to find the refund.

If the refund form displayed an error and no refund appears in the payment history, the refund was not recorded. Resolve the error before trying again.

For Original payment method refunds, the refund record means TicketingHub accepted the request and sent it to the connected provider where supported. It does not mean the money has already reached the customer’s bank. Check Stripe, PayPal or your other provider when you need to confirm settlement.

For Cash, Bank Transfer or Card refunds, the record is for reporting only. Confirm separately that your team returned the money.

How to Move a Booking to a Different Product

Use this only when a customer wants to switch from one product to another — for example, moving to a different tour experience or redeeming a voucher against a different product than originally booked. If they are staying on the same product and only need a new date, time or guest count, use How to Change the Date, Time or Guest Count instead — do not delete the booking.

Also called: switching, transferring or rebooking a customer onto a different product. The process is the same regardless of what you call it.

The key principle: delete the booking within the order, then create a new booking in the same order.

1. Open the OR number.
2. Under Bookings, select the red trash bin on the booking being replaced.
3. Open Actions → New Booking.
4. Choose the new product, date, time and guest quantities, then save the booking.
5. If the new booking costs more, use New Payment to collect or record the difference.
6. If it costs less, use Refund Payment to return or record the difference.
7. Select Actions → Resend Booking Confirmation to send the new tickets.

The funds from the deleted booking remain in the order until you add a refund. Always check the order balance before finishing.

Waive the Price Difference

If the new product costs more and you do not want to charge the customer:

1. Add the replacement booking.
2. In the order’s Discounts section, select New Discount for the new booking.
3. Enter the agreed price difference.
4. Check that the order balance is correct, then resend the confirmation.

If the new product costs less and the customer has agreed not to receive the difference, skip the refund. The order may show an unused balance, so record a clear note explaining the agreement and check the balance before finishing.

How to Recover After Cancelling the Wrong Booking or Order

You Cancelled One Booking

A cancelled booking cannot be restored. If the order is still open:

1. Open the OR number.
2. Select Actions → New Booking.
3. Recreate the booking with the correct product, date, time and guests.
4. Check the order balance before adding another payment. Funds from the cancelled booking normally remain in the order.
5. Select Actions → Resend Booking Confirmation.

The original BK reference remains cancelled, and the customer may already have received a cancellation email.

You Cancelled the Entire Order

A cancelled order cannot be reinstated. Cancelling the order may already have started refunds and cancelled every booking.

1. Check the payment and refund history before taking any further action.
2. Confirm any provider refund in Stripe, PayPal or your other payment provider.
3. Create a new order if the customer still wants to book.
4. Do not retry Cancel Order to fix a partial problem, because additional refundable balances may still be returned.

Reinstate Order is only for an order that expired before confirmation. It does not restore a cancelled order.

If an order expired before it was confirmed, use How to Restore Expired Bookings instead.