Overview
The Self-Service Booking Management feature allows buyers to manage their own bookings, starting with full Cancellations & Rescheduling.
It reduces manual workload for operators and provides guests with 24/7 flexibility, improving satisfaction while maintaining full operator control.
Key Benefit:
Buyers can cancel & reschedule their bookings independently, while operators retain complete visibility, configurable refund options, and the ability to enforce business rules such as cancellation cutoffs and adjustment fees.
1. Operator Configuration
1.1. How to Enable the Self-Service for your clients
- In your Regiondo Dashboard, navigate to Manage Offers > Customer Self-Service.
- As an Operator, you can decide separately if they want to offer Cancellation and/or Rescheduling with toggles.
1.1.1. Enable Rescheduling
Allow customers to reschedule their own bookings. When enabled, customers receive an email containing a link they can use to choose a new available date or time.
Choose which offers can be rescheduled:
- All Offers – Enables self-service rescheduling for every offer.
- Specific Offers – Enables rescheduling only for selected offers. Tick the offers you want to include, or use Select all or None to make changes more quickly.
- Save your settings.
1.1.2. Enable Cancellation
Allow customers to cancel their own bookings. When enabled, customers receive an email containing a link they can use to cancel their booking.
Choose which offers can be cancelled:
- All Offers – Enables self-service cancellation for every offer.
- Specific Offers – Enables cancellation only for selected offers. Tick the offers you want to include, or use Select all or None to make changes more quickly.
- Save your settings.
Note: Rescheduling and cancellation are managed independently. You can enable either feature on its own—for example, allow customers to reschedule their bookings without allowing them to cancel.
1.2. Cut-off Time
We introduce an optional cutoff time only for the Self-Service based on the operator feedback. You can set it with X Days, hours or minutes.
1.3. Refund Method
Choose how refunds are handled when buyers cancel:
- Money Refund – Refunds the customer through the original payment method (automatic via Stripe).
- Value Voucher – Issues a value voucher, redeemable on future bookings.
Important:
Automatic refunds are only supported for Stripe payments.
All other payment methods — Invoice, Cash, and PayPal — require manual refund processing by the operator after the buyer cancels.
1.4. Adjustment Fee
You can define an Adjustment Fee that applies per cancellation (not per ticket).
You can also choose whether a particular fee applies to all products or only to specific ones, allowing you to customize fees by product.
Options:
- No Fee (free cancellations)
- Fixed Amount - Percentage (e.g. 10% ) or Fix Value (e.g. €10)
- Tiered Fees
This fee is shown transparently to the buyer during the self-service cancellation process.
1.5. Tiered Fees
We introduced Tiered Fees to enable the operator to set up their cancellation policy via Regiondo. The Structure is build based on time before the event.
On the screenshot below you find the following logic:
- Until 15 days before the Event, the Guest doesn’t have to pay anything for a cancellation
- From 15 to 10 days before the event the guest will pay 20%
- From 10 to 5 days, the guest will pay 50%
- For less than 5 days, 100% cancellation fees will be applied.
1.6. Notifications
1.6.1. Cancellation (partial & full)
Operators automatically receive an email whenever a buyer cancels through self-service.
The notification includes:
- Buyer and booking details
- Refund type and amount
If a booking was paid offline (e.g. cash or invoice), the email clearly flags that manual refund action is required.
1.6.2. Reschedule
Operators receive an email about the date & time change.
2. Customer Experience Flow
2.1. Accessing the Link
After booking, the buyer receives a confirmation email with a Manage Booking button (not included on the ticket).
Clicking it, opens a secure self-service page.
The buyer must verify their identity by entering:
- their booking number, and
- either their email address or last name.
This ensures only the rightful buyer can access and cancel the booking.
2.2. Full Cancellation Flow
2.2.1. Cancelling the Booking
If within the allowed cancellation window, the buyer can:
- View full booking details
- Review the refund calculation and any adjustment fee
- See the refund method (money or voucher)
- Confirm the cancellation before processing
Regiondo then:
- Processes refunds automatically (via Stripe)
- Generates and sends vouchers instantly (if configured)
2.2.2. After Cancellation
The buyer receives a confirmation email summarizing:
- the cancellation
- the refund or voucher details
- and, for manual payments, a note that the operator will contact them to arrange the refund.
The booking status updates in the Dashboard > Bookings section in real-time. The Status will be Canceled (Buyer) and appears in the Booking List, Booking Detail Page and everywhere else where you usually have this information displayed.
2.2.3. When Self-Service Isn’t Available
If the buyer tries to cancel:
- After the cutoff time, they’ll see a clear message explaining that self-service is unavailable and advising them to contact the operator directly.
- For certain product types (e.g., gift vouchers, add-ons), cancellation via self-service isn’t possible. These are automatically excluded.
2.3. Partial Cancellation
Click on the Partial Cancel button:
Select the number of tickets you want to cancel from your total purchase, then click on Confirm Partial Cancellation
The Partial Cancellation is successfully Confirmed!
2.4. Rescheduling
2.4.1. Select "Reschedule"
Next to Cancel the customer can also choose Reschedule in the view.
The customer can choose between the next available slots or the calendar to select the new date & time, then confirm new date.
2.4.2. Notification for Rescheduling
Email to the Customer:
Email to the Operator:
(will be received in the account language, regardless of the offer booked):
2.4.3. Rescheduling restrictions:
- Rescheduling is not possible for products with manual confirmation & no appointment needed products
- Rescheduling is now possible multiple times, we don’t have a limit yet.
Best Practices
- Set clear cutoff times in offer settings to prevent confusion.
- Monitor notifications for manual refund cases (offline payments).
- Encourage voucher refunds to keep revenue in your ecosystem.
- Review settings periodically to ensure alignment with business policy.