Reservations – Amending or Editing Customer Detail

Overview

The Amending or Editing Customer Details workflow allows Reservations staff to correct, update, or complete customer information after an order has been created.

This includes:

• Updating Lead Booker details
• Adding missing customer records
• Correcting visitor information
• Managing vehicle and contact details
• Ensuring customer entries match ticket quantities

Accurate customer records are vital because they flow into Reporting, Finance, Capacity Management, and any connected external systems.

System Behaviour

Editing customer details:

• Updates the customer record inside Expian
• Syncs changes to the order immediately
• Ensures customer information used for confirmations, manifests, and on-site operations remains accurate
• 
  

Why It Matters

Keeping customer records correct ensures:

• Clean, accurate data across Expian
• Reliable capacity, visitor, and manifest data
• Fewer support queries and reprints
• Correct email confirmations and follow-up messages
• Smooth guest experience at check-in and onsite

Customer details underpin many downstream processes, editing them ensures the booking stays clean, consistent, and operationally usable.

Editing Customer Details in an Existing Order

1. Search for the Order

From the Reservations Dashboard click Search.

Use the filters to find the booking:

• Reference
• Name
• Email Address
• Booking Date

[IMAGE: Order search screen – placeholder]

• Click on an order from the list to open Order Preview.

2. Open Order Details

From the Order Preview panel, click View Order Details.

[IMAGE: Order Preview → View Order Details – placeholder]

This opens the full breakdown of the booking.

3. Access Customer Details

• On the right-hand side of the Order Details page, locate:
• Contact Details → Pencil Icon
• Click the pencil to open the Edit Customer Details modal.

[IMAGE: Contact Details section with Pencil Icon – placeholder]

Editing Lead Booker Details

4. Update Lead Booker

In the Lead Booker tab you can edit:

• First Name
• Last Name
• Company Name
• Email
• Telephone
• License Plate

[IMAGE: Lead Booker edit modal – placeholder]

Once changes are made, click Save Changes.

Editing Other Customers

5. Add or Edit Other Customers

Select the Other Customers tab.

Here you can:

• Edit existing customer details
• Add an additional customer
• Remove a customer
• Switch between customers using the dropdown

A reminder displays at the top:

'Please make sure when adding or removing customer details, that the overall number of customer details entries matches the expected amount.'

[IMAGE: Other Customers modal – placeholder]

Note:

The system currently allows adding more customers than the number of tickets. Validation may be added in future updates.

Click Save Changes when complete.

Best Practice

Always match the number of customers to the number of tickets

While the system may not prevent mismatches, ensure accuracy manually.

Capitalise names properly

For professionalism and clean reporting.

Ensure the Lead Booker email is correct

This controls confirmation delivery and future communication.

Use consistent formatting

Phone numbers, license plates, and names should follow the client’s preferred style.

Edit before redemption where possible

Post-redemption edits may affect integrations or onsite processes.

Troubleshooting

Issue: Added a customer beyond ticket count with no error

Current build does not force customer count validation.

Recommendation: Match counts manually until validation logic is finalised.

Issue: Resend Confirmation email not received

Check:

• Email spelling
• Spam/junk folder
• Whether order is fully “Ordered”
• Client email configuration

If emails still fail, raise with Expian Support.

Issue: Changes not appearing immediately

Refresh the order page or reopen Order Details.

Ensure Save Changes was clicked.

Issue: Contact Details cannot be edited

This may occur if:

• User permissions restrict editing
• The order has been redeemed
• The booking is locked by a business rule

Raise with an admin if needed.

Summary

The Amending or Editing Customer Details workflow ensures bookings remain accurate, operational, and ready for use across Expian and connected systems. With a simple, guided flow and instant updates, staff can maintain clean customer records and reduce errors across Reservations, onsite operations, and reporting.

Feature Highlights Appendix

Why It Matters

Description

Adding missing visitor info

Ensures manifests & capacity data are accurate

No Hard Validation (current)

Saves changes directly into Expian

Update primary customer data

Matches customer entries to ticket qty

Contact Flow

Updating phone number before visit

Ensures correct communications & customer identity

Customer Editing

Add / Remove Other Customers

Prevents visitor mismatch on arrival

Lead Booker Edits

Feature

Category

Correcting an email address

Adding extra customers without warning

Customer Count Guidance

Data remains consistent across modules

Staff must manually align counts

Manage additional visitors

System

Data Integrity

Instant Record Update

Customer Editing

Ensuring 2 tickets = 2 visitors

Example Use

System allows more customers than tickets