Customer Booking Changes

After booking, customers can request changes online without calling support. They can extend their hire, reschedule, change location, swap items, or cancel. Lockii recalculates the price, collects any extra payment, and updates the booking automatically once your policies allow it.

Customer URL: https://book.lockii.app/{your-company}/edit/{orderId}
From confirmation: customers tap Modify on their booking confirmation page

What customers can do

From the manage booking page, customers choose what they want to change:

• Extend booking — add more time before returning

• Change items — swap or add products on the booking

• Change location — move pickup to another site

• Reschedule booking — change pickup or return times

• Cancel booking — request cancellation

• More options — change multiple things in one request

Which options appear depends on your change request policies. If a change type is disabled, customers do not see that option.

The legacy extension URL (/extend/{orderId}) redirects to the extend flow inside manage booking.

How the flow works

1. Customer opens manage booking from their confirmation page, email link, or Find My Booking lookup.

2. They pick the type of change and make their selections.

3. Lockii checks availability and shows the price difference (or refund amount for cancellations).

4. Depending on your policy, one of two things happens:

   • Instant approval: the customer pays any amount due and the booking updates right away.

   • Needs review: the customer submits the request. You approve it in the back office. They pay if required after approval.

5. Lockii updates lock codes, reservations, and automated messages automatically.

Payments and refunds

• Price increases: the customer pays the difference through Stripe before the change applies (or after you approve, depending on your settings).

• Price decreases: Lockii adjusts the booking total. Refunds follow your cancellation and refund settings when a booking is cancelled.

• Pending requests: if payment is required after approval, the customer completes checkout on a dedicated change request page.

Mobile experience

Manage booking works on the customer's phone browser. If they rotate to landscape during photo-heavy flows (pickup or return), Lockii prompts them to turn the phone upright for the best camera experience.

What operators should set up

1. Configure policies under Settings → Preferences → Booking change requests.

2. Include a manage booking or extension link in your communication templates.

3. Monitor the Inbox for requests that need approval.

Tips

• Extensions are the highest-value self-serve change. Keep Extend hire on auto-approve if you want zero staff involvement.

• Customers see clear availability errors when stock or timing blocks a change. No need to call to find out.

• See Extending a Booking for extension-specific guidance.