The booker self-service function enables your bookers to subsequently access their booking after the registration has already been made and to download related documents such as tickets, invoices or personal documents. If you have a Pro or Enterprise account, you can allow booker to cancel bookings for free events via their self-service center. Enterprise customers can additionally enable their bookers to edit or update their personal data.

1. How to activate the booking self-service

The booker self-service can be (de-)activated individually for every single event. To enable this function for an event, go to the event details and select “Bookings” in the “Settings” menu on the right.

Scroll to the end of the page “Booking self-service”, click on the Dropdown “Bookers cannot access their bookings in self-service after registration” and select one of the other options and save the chances.

Once activated, the booking self-service is available for your bookers until 30 days after the end of the event. You can, however, manually deactivate it whenever you like by removing the checkbox.

Important: The booker does not get an automatic notification, that the booker self-service is available for your event. We therefore recommend adding the link to your booking confirmation email to inform them about this option. Further information about editing the email contents of the emails that are sent in the course of a booking can be found here.

1.1. Enable bookers to edit their data

If you are an Enterprise customer and enable the editing rights by selecting “Bookers can view and edit their bookings in self-service” if you would like to reduce booker requests e.g. on ticket transfers etc.

After activating this function you will have the option to enter an email address to which a notification should be sent if a booker happens to edit his booking. The booker himself always receives an automatic confirmation about the changes he made.

1.2. Enable self-service cancellations for free events

After having activated the booking self-service for the event, Pro- and Enterprise customers will see an additional checkbox “Bookers can cancel their bookings by themselves”. When activating it, the booker can individually cancel his booking without having to contact you as organizer. Optionally you can define that a notification email should be sent to the contact person of your doo account whenever a booker cancels his booking via the self-service function.

2. How bookers can access their booking self-service

After you have activated the booker self-service for an event, the following information will be displayed below the ticket-selection of your booking mask: “Already registered? Click here to proceed to your booking”.

So your bookers only need to return to your event site if they want to access their booking and to eventually edit it. To see his booking, the booker just needs to click on the link and enter his booking number (TX-XXXXX-XXXX) and the email address which he used for the booking.

After entering valid data the booker will see his booking self-service space. In addition to general information about the event, it contains the option of downloading ticket(s), invoice and personal documents, insofar as these are available for the booking.

The “Attendees” and “Booker” tabs contain the attendee and booker data that was entered when the booking was made. Under “Booking”, the booked ticket categories and, if applicable, products are listed. The booker will find the event’s key data, the organizer’s contact details, and links to the booking conditions and data protection provisions under the “Event” tab.

If the edit function is activated for the event, the booker can edit his data by clicking on the pencil-symbol in the “Attendees” and “Booker” tabs of the self-service space. He’ll be able to change his answers to the respective questions and save them. If available, he could also add free products to his booking by checking the respective boxes.

It is, however, not possible for the booker to edit the chosen ticket categories, to add more tickets or fee-based products or to cancel a part of the booking (single ticket categories or booked products). Cancelling the entire booking is only possible for the booker if the event is free of charge (see 3.)

After completing the editing process, documents such as tickets or invoices are automatically updated and can be downloaded by the booker. He also receives an automatic confirmation email, eventually with the updated document(s) attached.

If you have activated the optional email notifications, you as organizer will also receive a message to the email address you entered in the settings, informing you that the booking has been edited.

Important: The email notifications do not contain any information about what changes have been made. By default the content of the notification emails cannot be customized. If you would like to add an individual text for that email, please contact your doo contact person or upgrade@doo.net for a corresponding offer.

4.1. Where will the changes of booker and attendee data be saved?

By default the changes made by the booker via the booking self-service only changes the booking itself. The updated data regarding the booker or attendee is going to be displayed in the booking details and the booking and attendee overview, but will not be changed in the contact center and the deposited contact data of the booker or the attendee.

If you would like to update and overwrite your doo contact center when booking- or attendee-data is edited, you can activate the setting “Sync existing contact data with attendee and booking data” in your organisation settings. You can find more about this right here.

You can see that or rather when a change was made by the booker in the “Last changed” column of the Excel booking overview. You can also display all changed bookings in your online booking overview by selecting “Last modified” in the dropdown via the “Additional search options”, specifying a corresponding period and then filtering the bookings.

Important: If the booking self-service function is used the original booking and attendee data is overwritten by the booker. Consequently, the original data will not be available anymore afterwards. If you would like to use this feature but want to be able to subsequently reproduce the changes made by your bookers, we recommend installing an interface between doo and your CRM. If you are interested in such a solution please contact your doo counterpart with the exact requirements or send an email to upgrade@doo.net for an individual offer.