last_updated: April 2026

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 seven scenarios in one place. Use the table of contents to jump straight to what you need.

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 lives at the order level, not the booking level.

💡 When you cancel a booking, the funds stay inside the order. When you cancel an order, the funds are refunded to the customer immediately.

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.

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 and update it
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 Add 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 resending confirmation manually.

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 automatically processes a full refund to the customer's original payment method and closes the order.

⚠️ This cannot be undone. Use this only when you are certain the customer wants a full cancellation and complete refund.

How to Move a Booking to a Different Product

Use this 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.

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 ord

Updated on: 11/04/2026