MODULE C7:
CHANGING AN EVENT BOOKING

Couples may choose to change, postpone or cancel their event booking more than 14 days till their current scheduled event. To ensure these change requests are processed correctly please follow below:


YOU MUST COMPLETE MODULES C1 & C2 BEFORE PROCEEDING TO THE FOLLOWING STEPS.


RESPONDING TO A CUSTOMER CHANGE REQUEST
14 days or more till scheduled event

DEADLINE: 48 HOURS FROM VERBAL OR EMAILED REQUEST

STEP 1:

Open, log into Wedding Wire & open the customer's booking page.

Step 2:

Click "Create" in the "New Questionnaire" box.

Step 3:

Select the questionnaire "Change My Event Questionnaire".

Step 4: 

Click "Publish Questionnaire" button.

Step 5:

For the email prompt click button "Use an Email Template" and select "Change My Event". 

STEP 6:

Update the following information on the email:

  1. the signature
  2. the email body:
    All blank lines
    Change type - DATE/TIME/PACKAGE/POSTPONE - (NOTE: ONLY IF THERE IS NO NEW REQUESTED DATE, THE CHANGE IS "POSTPONE".)
    Delete all (OPTIONAL) lines not applicable

Step 7:

Send email.


RESPONDING TO A CUSTOMER CHANGE REQUEST
14 DAYS OR LESS TILL SCHEDULED EVENT

DEADLINE: 48 HOURS FROM VERBAL OR EMAILED REQUEST

STEP 1:

Open, log into Wedding Wire & open the customer's booking page.

STEP 2:

Click "Create" in the "New Questionnaire" box.

STEP 3:

Select the questionnaire "Change My Event Questionnaire".

STEP 4: 

Click "Publish Questionnaire" button.

STEP 5:

For the email prompt click button "Use an Email Template" and select "Change My Event". 

STEP 6:

Update the following information on the email:

  1. the signature
  2. the email body:
    All blank lines
    Change type - DATE/TIME/PACKAGE/POSTPONE - (NOTE: ONLY IF THERE IS NO NEW REQUESTED DATE, THE CHANGE IS "POSTPONE".)
    Delete all (OPTIONAL) lines not applicable EXCEPT (OPTIONAL - 14 DAYS OR LESS)

STEP 7:

Send email.


PROCESSING A RECEIVED REQUEST
14 DAYS OR MORE TILL SCHEDULED EVENT

DEADLINE: 48 HOURS

STEP 1:

Log into TVX BOOKING email and locate the WW request notification.

step 2:

Log into Booker and locate the scheduled appointment.

step 3:

Make requested change to Booker appointment.

  • EVENT CANCELLATION - 1) CANCEL APPOINTMENT, 2) CLOSE OUT ORDER. NOTE: REFUND ANY AMOUNT OVER $200. DO NOT REFUND BOOKING DEPOSIT OF $200.
  • EVENT POSTPONED - 1) CANCEL APPOINTMENT, 2) CLOSE OUT ORDER. NOTE: REFUND ANY AMOUNT OVER $200. DO NOT REFUND BOOKING DEPOSIT OF $200.
  • PACKAGE CHANGE - CONFIRM THE PACKAGE IS AVAILABLE ON THE REQUESTED DATE
    (NO RUN AWAY PACKAGES ON SATURDAY)

step 4:

If applicable, update booking for the Service Providers in Booker.

STEP 5:

Open, log into Wedding Wire & open the customer's booking page.

step 6:

Click "Email this Client" and click button "Use an Email Template" and select "Change My Event Request Received". 

STEP 7:

Update signature and email body with correct information & send.

STEP 8:

  • EVENT CANCELLATION - CLICK "MARK COMPLETE", AND REFER TO STEP 13.
  • EVENT POSTPONED - SCROLL TO BOTTOM AND CLICK "REMOVE FROM BOOKINGS", AND REFER TO STEP 13.
  • DATE/TIME CHANGE - CLICK & UPDATE "EDIT BASIC DETAILS" AND REFER TO STEP 9.
  • PACKAGE CHANGE - REFER TO STEP 9.

STEP 9:

Click button "Use an Email Template" and select "Confirming Your Event at The Vow Exchange". 

STEP 10:

Update signature and email body with correct information & send.

Step 11:

For package changes refer to "MODULE C3: MANAGE EXPECTATIONS" to secure the customer's Event Expectations Agreement

Step 12:

For package changes, delete Package Details Questionnaire on customer profile if applicable. Wait for Event Expectations confirmation before publishing new Package Details Questionnaire.

STEP 13:

Open, Client Management Matrix, search customer name.

STEP 14:

Enter today's date under "Change My Event Received" column.


PROCESSING A RECEIVED REQUEST
14 DAYS OR less TILL SCHEDULED EVENT

DEADLINE: 48 HOURS

STEP 1:

Log into TVX BOOKING email and locate the WW request notification.

Step 2:

Identify what is being requested:

  • EVENT CANCELLATION - CALL MAIN CONTACT TO COLLECT EVENT BALANCE AND CLOSE OUT BOOKING IN BOOKER.
  • EVENT POSTPONED - CALL MAIN CONTACT TO COLLECT EVENT BALANCE AND CLOSE OUT BOOKING IN BOOKER.
  • DATE CHANGE - CALL MAIN CONTACT TO COLLECT EVENT BALANCE AND CLOSE OUT BOOKING IN BOOKER. SET UP NEW EVENT APPOINTMENT IN BOOKER PER CLIENT REQUEST. COLLECT BOOKING DEPOSIT FOR NEWLY CREATED EVENT.
  • PACKAGE DOWNGRADE - CALL MAIN CONTACT TO COLLECT EVENT BALANCE AND CLOSE OUT BOOKING IN BOOKER. SET UP NEW EVENT APPOINTMENT WITH NEW PACKAGE IN BOOKER. UPDATE "BALANCE PAID IN FULL".
  • PACKAGE UPGRADE - ATTEMPT TO ACCOMMODATE BY CONFIRMING WITH NECESSARY SERVICE PROVIDER, UPDATE IN BOOKER UPON SERVICE PROVIDER CONFIRMATION. 

Step 3:

Notify Service Providers of the change.

STEP 4:

Open, log into Wedding Wire & open the customer's booking page.

STEP 5:

  • EVENT CANCELLATION - CLICK "MARK COMPLETE", AND REFER TO STEP 10.
  • EVENT POSTPONED - SCROLL TO BOTTOM AND CLICK "REMOVE FROM BOOKINGS", AND REFER TO STEP 10.
  • DATE/TIME CHANGE - CLICK & UPDATE "EDIT BASIC DETAILS" AND REFER TO STEP 6.
  • PACKAGE CHANGE - REFER TO STEP 6.

STEP 6:

Click button "Use an Email Template" and select "Confirming Your Event at The Vow Exchange". 

STEP 7:

Update signature and email body with correct information & send.

STEP 8:

For package changes refer to "MODULE C3: MANAGE EXPECTATIONS" to secure the customer's Event Expectations Agreement

STEP 9:

For package changes, delete Package Details Questionnaire on customer profile if applicable. Wait for Event Expectations confirmation before publishing new Package Details Questionnaire. If change is made less than 7 days, use current Package Questionnaire Details.

STEP 10:

 ---- CONFIRM WITH AMY ON NEEDED ACTIONS -----

 

need help?

Having trouble getting an event booking changed? Follow up with your location manager to trouble shoot the problem.