How to reschedule a customer to a different session

When a customer needs to move to a different day or time, the safest approach is to re-book them into the new session at a 100% discount and leave the original reservation in place. This keeps their payment — and your ability to refund it later — intact in wakesys.

The recommended way

1. In the POS, start a Sale for the same customer (the booking owner).
2. Pick the new date and time slot(s).
3. Apply a 100% discount so the total is $0 — they already paid on the original booking.
4. Place the order. The customer now has a ticket for the new session at no extra charge.
5. Leave the original reservation as it is — don't cancel it.

Why leave the original booking?

The original booking holds the actual payment. If you ever need to cancel and refund, you refund the original booking and the money goes back to the customer's card through wakesys.

If instead you cancel the original booking to move them — even at 0% refund — you lose the ability to refund it later in wakesys. You'd then have to issue the refund manually in Stripe.

If a refund is ever needed, refund the original booking (it has the real payment). Don't refund the new, 100%-discounted session — it's $0.

Revenue stays correct

Because the new session is fully discounted ($0), your finance reports still count the payment once (on the original booking). The customer is never charged twice.

If you must refund in Stripe (original already cancelled)

If an original booking was already cancelled with 0% and the customer still needs their money back, the refund has to happen in Stripe:

1. Find the original receipt in Admin → Receipts.
2. Note the last 4 digits of the credit card shown on the receipt.
3. Look that payment up in your Stripe dashboard and issue the refund there.

A refund issued directly in Stripe won't appear in your wakesys finance reports — wakesys doesn't know about it. Keep your own record and tell your accountant about any manual Stripe refunds so your books stay accurate. This is exactly why we recommend the 100%-discount method above: it keeps refunds inside wakesys.

Good to know

• Booking the new session uses a seat in that slot, so make sure it has availability first.
• The original session keeps its seat reserved (you're not cancelling it).
• Any POS user (Admin or Cashier) can do this.