Searching, Viewing, and Managing Existing Orders

Overview

The Reservations Portal provides powerful tools for locating, reviewing, and managing existing bookings. These tools support customer enquiries, resend confirmations, correct booking details, and review email, redemption, or payment history.

Staff can quickly search for any order, view full details, resend communications, download tickets, and take further actions such as cancellations or refunds (depending on permissions). These features ensure smooth after-sales support and clear visibility of all booking activity.

Why This Matters

Customers frequently contact organisations to request help with their bookings—lost confirmations, changes to details, questions about payments, access queries, or general follow-up. Staff need to locate and review orders quickly, with full clarity on:

• What was booked
• When it was booked
• How it was paid
• Whether it has been redeemed
• What communications were sent
• Whether confirmations were delivered successfully
• What follow-up actions are available

These tools ensure that every booking is fully transparent and manageable at any point in its lifecycle.

System Behaviour

• Searches can be performed using order reference, customer details, or date.
• Selecting an order opens a preview panel with quick-access details.
• Viewing the full order displays all bookings made in the same transaction.
• The More Actions menu contains all after-sales tools for each order.
• Message History shows every message sent, including delivery success or failure.
• Redemption History shows ticket validity and scan activity.
• Transaction History displays all payments, refunds, and provider data.
• All actions are logged for audit and operational traceability.
  

1. Searching for Existing Orders

Search from the Dashboard

On the Reservations Dashboard, staff can search directly using the search bar.

See Screenshot: Reservations Dashboard – Search Bar

Searchable Fields:

• Order Reference
• Booking ID
• Customer Name
• Email Address
• Date
  

Using the Search Orders Page

Staff can also open Search Orders from the left-hand menu.

See Screenshot: Navigation Menu – Search Orders

The Search Orders page allows searching by:

• Order Number
• Name
• Email Address
• Date Range

See Screenshot: Search Orders Page

Selecting a result opens an order preview panel.

2. Order Preview Panel

Selecting an order opens a preview panel showing:

• Customer details
• Booking overview
• Ticket details (expandable)
• Add-ons
• Subtotal and total paid
• Order creation time

See Screenshot: Order Preview Panel

Staff can expand ticket sections to see the complete breakdown.

3. Viewing Full Order Details

Click View Order Details to open the full order.

See Screenshot: View Order Details Button

The full order view includes:

• Order Summary
• All bookings made at the same time
• Ticket and add-on breakdowns
• Market and channel information
• Payment method
• Booking QR code (if applicable)
• Booking notes
• Contact & Billing Details
  

Booking Notes

Click the note icon to view, edit, or add booking notes.

See Screenshot: Booking Notes Panel

Notes clearly show which booking they belong to.

4. More Actions Menu

The More Actions button opens all available after-sales features.

See Screenshot: More Actions Menu

Depending on client configuration and permissions, options may include:

• Download Tickets
• Tickets Unavailable (if tickets cannot be downloaded)
• Resend Confirmation
• View Message History
• View Redemption History
• View Transaction History
• Cancel Order
  

Note: “Tickets Unavailable” appears when digital tickets cannot be downloaded or reissued (e.g., product type restrictions, redemption already performed, or client configuration).

5. Download Tickets

Customers may require their tickets again or need a digital version for access. When available, staff can download the digital tickets directly from the order.

See Screenshot: More Actions – Download Tickets Option

Steps

1. Open the order
2. Click More Actions
3. Select Download Tickets
4. A PDF containing all tickets will download to your device

See Screenshot: Ticket PDF Downloaded

What the Ticket PDF Includes

(Examples from uploaded sample PDF for both Travel & Attractions)

• Order Summary Page
• Order reference
• Payment details (Total, Paid, Amount Due)
• Payment ID
• Order placed date
• QR code for scanning at venue/port
  
• Booking Summary
• Route / venue
• Date & time
• Capacity items (e.g., cabin)
• Passengers
• Vehicles
• Promos, fees, surcharges
• Total price
• Individual Tickets
• Product (e.g., Car, Adult)
• Route or session
• Date & time
• QR code for scanning
• Reference code
• Terms & Conditions
  

When Tickets Might Be Unavailable

• Product does not generate digital tickets
• Client uses a separate ticketing system
• Booking has already been redeemed
• Email confirmation only (no ticket PDFs)
• Client disables downloads at configuration level
  

Tip: For access disputes, compare Redemption History with ticket QR code details.

6. Resending Confirmation Emails

Steps

1. Open the order
2. Click More Actions
3. Select Resend Confirmation
4. Verify the email address
5. Click Resend

See Screenshot: Resend Email Modal

A confirmation appears when the email has been sent.

7. Viewing Message History

Message History provides a full communication audit log.

Steps

1. Open the order
2. Click More Actions
3. Select View Message History

See Screenshot: Message History Panel

Displays:

• Message type (Confirmation, Payment Request, etc.)
• Date/time sent
• Delivery status (e.g., success, fail)
• Destination email
• “Email” button to view content
• Link to view Confirmation PDF
  

Tip: Use the Result column to diagnose failed deliveries.

8. Email Content & Confirmation PDFs

Accessed from Message History.

Email Content

Shows the exact email the customer received.

See Screenshot: Email Content Viewer

Confirmation PDF

Shows the booking confirmation document.

See Screenshot: Confirmation PDF Viewer

9. Redemption History

Displays all scan and usage activity for the booking.

See Screenshot: Redemption History Panel

Shows:

• Validity status (e.g., VALID)
• Valid until date/time
• Number of scans completed
• Booking reference and product details
  

Use this for: Access issues, duplicates, customer disputes about entry, expired tickets.

10. Transaction History

Shows all financial activity for the order.

See Screenshot: Transaction History Panel

Includes:

• Date & time
• Transaction ID
• Provider
• Method (e.g., Card, BACS, Email Payment)
• Type (Payment, Refund)
• Total amount
• Lifetime total
  

Tip: Check here before issuing refunds or escalating payment issues.

11. Returning to Search Orders

Click: the X in the top right-hand corner of the page.

See Screenshot: Back to Search Orders Button

This returns staff to Search Orders or the Dashboard.

Best Practices

• Search by Order Reference first for fastest results.
• Always verify customer email before resending confirmations.
• Use Message History to diagnose email delivery issues.
• Check Redemption History for access or ticket validity queries.
• Review Transaction History before issuing refunds.
• Add booking notes for complex or unusual situations.
• Refresh order view after Pay-via-Email payments.
• For orders with multiple bookings, review each booking individually.

Feature Highlights

Ticket Tools

Message History

Quick-view details

Important for entry/access queries

Supports reconciliation & disputes

Essential for troubleshooting

Multi-field search

Communication Tools

Reduces customer friction

Shows snapshot before opening full order

Search Tools

Access tickets, cancellations, notes, redemptions

Centralised after-sales operations

Audit Trail

Shows validity and scan activity

Transaction History

Description

Download Tickets

Logs all payments/refunds

Useful for customers who misplace tickets

Supports accurate after-sales handling

Redemption Tracking

Shows all messages sent + delivery result

Tickets, add-ons, payments, notes

Operational Controls

Download full customer tickets (PDF)

Search by name, reference, email, date

Full Order View

Order Preview

Quickly locate any booking

Why It Matters

Finance Tracking

Resend Confirmation

Redemption History

More Actions

Speeds up customer support

Feature

Complete breakdown

Re-send emails instantly

Category