Edit, move or cancel a booking

Everything on this page happens in one of two places:

• Bookings — the list of all bookings. Open one to get the booking page, where you edit, cancel, print and handle payments.
• Booking Management — the day/week view of what is going out and coming back. This is where you drag a booking from one lock to another.

A paid booking is not frozen. You can change almost everything on it, including after the customer has paid.

Edit a booking (time, dates, products)

Editing a booking re-opens the same booking window your customers use, with the existing booking loaded into it. That is how you change the start and end time, add or remove a product, change quantities, or add an accessory.

1. Open Bookings and click the booking.
2. Press Edit at the top of the page.
3. The booking window opens. Change the dates, times, products or quantities exactly as a customer would.
4. Complete the booking window.
5. If the change made the booking more expensive, the payment box opens by itself, showing Amount left to pay. Take the difference (see below).
6. If nothing is left to pay, you are offered to send the customer a new confirmation email instead.

Moving a booking to another day or another time is the same operation — change the start and end in step 3.

Availability still applies. The booking window will only offer times your location is actually open for and where a unit is free. If the new time is not offered, the cause is usually your open dates rather than the booking itself.

If the rental has already started

If you press Edit after the start time has passed, you get a Warning first:

"Changing a booking once it has started can lead to unintended consequences such as locks getting changed or incorrect PIN codes being displayed to customers."

Press Edit booking to continue anyway, or Cancel to back out. It is not blocked — just be aware that a customer standing at the lock may see a code change.

Taking the difference in money

When the edit increases the price, the payment box shows Amount left to pay and lets you pick a Payment method:

• Payment link (Stripe) — the customer gets an email with a link and pays by card themselves. The note under it reads "Payment link is sent to the customer's email".
• Manual — you took the money another way. Choose a Payment type (for example Swish, Invoice, Pay On Site, Manual Card Payment), set the Status, and optionally write a Payment note for your own records.

Press Register Payment to save it. You can also open this box later at any time with Add payment in the Payment section of the booking.

If the edit made the booking cheaper, no money moves by itself. Refund the difference from the Payment section — that is covered in Refund or cancel a booking.

Change which unit or lock a booking uses

There are two ways, and they do different things.

On the booking (one line at a time)

Available at locations that use smart locks.

1. Open the booking.
2. Go to Order lines.
3. Press Edit Lock.
4. Each line now has a dropdown showing Lock and its number. Pick another lock.
5. Press Back when you are done.

The dropdown only lists locks that are free for this booking's time and carry the same product. If it shows Product fully booked, every unit of that product is taken for that period — you are told that lock changes for fully booked lines can be done in Booking Management instead, which is the drag-and-drop swap below.

Changing the lock issues a new PIN code for the new lock. A customer who already has the unlock page open will see the codes refresh within about a minute, or immediately if they switch away from the tab and back.

In Booking Management (swap two bookings)

This is the answer to "can I swap two bookings so a gap opens up?" — yes, by dragging.

1. Open Booking Management. Each row is one lock, grouped under its station.
2. Click a booking to select it.
3. Drag it up or down onto another lock's row.

While you drag, each row tells you whether the drop is allowed; a drop is refused when the target lock carries a different product or has no product assigned, or when more than one booking overlaps it at that time. Every tooltip and rejection message you can meet while dragging is listed in Read the Booking Management timeline.

Two more things worth knowing here: double-click a booking to open it, and Returned bookings cannot be moved to another lock (you can still move another booking into that lock for the same period).

Let customers move or extend their own bookings

Two customer-facing buttons exist, and both are off unless you switch them on. They live on the unlock page — the page the customer opens to get their code.

1. Go to Locations and open the location.
2. Open the Customer flow tab.
3. Open step 3, Unlock (PIN + Pickup instructions).
4. Switch on:
   • Show prolongation button — "Display a button that allows customers to extend their rental period if needed."
   • Show move start time button — "Display a button that allows customers to move their booking start time before the rental begins."
5. Press Save.

Account settings or location settings? This is the classic trap. Each location either follows your account-wide customer flow or has its own. At the top of the Customer flow tab there is a Location-specific switch. When it is off you will read "This location uses the customer flow from your account settings." — and changing these toggles here will do nothing until you either turn the switch on, or edit the defaults under Account > Customer Flow instead.

What each button actually allows:

• Move start time lets the customer change when the rental starts, not how long it lasts. The button disappears when any of these is true:

  • the booking has started, or is marked picked up or returned
  • the booking is cancelled
  • a payment is still pending
  • your booking cut-off has passed

  That cut-off is the "time before start" value from the open period that is active today — see Opening hours and open dates.

• Extend (prolongation) lets the customer add time to a rental in progress and pay for it themselves. How far they can extend is limited by the same physical lock: the next booking on that lock, your opening hours, and your blocking time after a booking. When a customer is midway through paying for an extension, the booking shows "Customer is completing an extension checkout."

Extensions and moves that the customer makes are recorded on the booking's Change log, marked as Prolongation or made by Customer.

You can always do the same thing for them from your side with Edit — that path has no cut-off at all.

Create a booking on a customer's behalf

1. Go to Customers and open the customer (or create them first).
2. Make sure the right location is selected in the navigation bar — you will be told to pick one if it is missing.
3. Press Book for customer.
4. The booking window opens with that customer attached. Pick products and times as usual.
5. Finish, then take payment: Payment link to let them pay by card themselves, or Manual if you are taking cash, Swish, card terminal or invoice.

Free up a unit early when a customer comes back sooner

Do not cancel the booking for this — cancelling is about money and paperwork, not about equipment coming back. Instead set the status:

1. Open the booking (or find it in Booking Management).
2. In the status dropdown, choose Returned.

The dropdown holds four states: Not collected - pre-flow required, Ready for pickup, Picked up and Returned. Setting Returned records the check-out time and releases the unit, so it can be booked again straight away. The same dropdown is on every row in Booking Management, so you can do it from the day view without opening bookings one by one.

Cancelling — and what happens to the payment

This is the question that stops most operators from pressing the button, so, plainly:

Cancelling a booking does not move any money. No refund is sent, not fully and not partly. The payment stays exactly as it is. Cancelling marks the booking Canceled, frees the equipment for other bookings, and stops the customer's unlock link working.

To cancel:

1. Open the booking under Bookings.
2. Press Cancel at the top.
3. Confirm in the Cancel booking? box ("Are you sure to cancel this booking?") with Cancel booking.

If the customer should also get their money back, that is a second, separate action on the Payment section of the same booking — full or partial, your choice. It is described step by step in Refund or cancel a booking, which also covers which payments can be refunded from the admin and which have to be handed back the way you took them.

Cancelling cannot be undone from the admin. If it was a mistake, make a new booking for the customer.

Quick reference

You want to…	Do this
Move a booking to another day or time	Edit on the booking
Add or remove a product	Edit on the booking
Put the booking on a different lock	Edit Lock in Order lines
Swap two bookings between locks	Drag in Booking Management
Extend a rental and charge the difference	Edit, then the payment box that opens
Let customers extend or move bookings	Customer flow tab, step 3, on the location
Free a unit because the customer is back	Status Returned
Stop a booking happening	Cancel — no money moves
Send money back	Refund on the Payment section