ABOUT THE BOOKING PROCESS
- Check if the booking is in admin and that there is a slot/code there.
- If yes, ask the customer to double-check in their email under junk/spam.
- If no, please ensure that the booking was not made for another time/day.
- If the booking is not in Admin, and if the customer has not received a booking confirmation either, and the paddle is imminent, call support and we will resolve it.
- If support is closed, you can make a new booking for the customer with your 100% Operator Code.
- If you are not able to make the booking for the customer at the moment, you can also ask the customer to book again (and pay again) on the website and promise that we will make a refund (then let us know the booking number of the refund).
- If it later turns out that it was an abandoned cart and the customer received a free booking, we may contact the customer and ask them to pay in retrospect.
Är bokningen röd, kontakta support direkt.
If support is closed, rebook the reservation in admin, or cancel and offer the customer compensation and a refund.
Has a customer fallen ill and cannot paddle or has the weather been really bad? Then you should always offer a re-booking in the first place. Read more about it here how to re-book.
The original code will actually work for 2 hours after the original booking has ended (this is not something we tell customers), so if the booking is only extended 1-2 hours, you do not need to create a new code.
Should you need to extend the booking for more than 2 hours, you will need to contact support for help with creating a new code for the last hour(s).
If you have problems with a lock such as beeping, flashing or unresponsive, always start by making sure the lock is in sync and has enough battery power.
To read more about different lock problems and how to solve them, click here.
