Booking change requests let customers request updates to an existing hire online. Lockii checks your policies, recalculates pricing, handles payments or refunds, and updates the booking automatically once approved.
You control what customers can change, when changes apply instantly, and when staff must review them.
Configure policies: Settings → Preferences (scroll to Booking change requests)
Review requests: Inbox
Change type
Customer action
Extend hire
Add more time before returning
Reschedule booking
Change pickup or return times
Change pickup location
Move the booking to another site
Change products / line items
Swap or add items on the booking
Cancel booking
Request cancellation
Customers open these options from their confirmation page or manage booking link. See Customer Booking Changes.
Go to Settings → Preferences.
Scroll to Booking change requests.
Set a policy for each change type.
Mode
What it means
Not allowed
Customers cannot make this type of change online.
Always needs approval
Customer submits the request. You approve or reject it before anything changes.
Auto approve always
Lockii applies the change as soon as the customer completes any required payment.
Auto approve until
Auto-approves if the request is made within the hours-before-start window you set. After that window, it needs staff approval.
Free within window (cancellations only)
Customer can cancel without a fee if they cancel within the hours-before-start window you set.
Changes autosave after a short pause.
New Lockii accounts ship with sensible defaults: extensions auto-approve, and other change types need approval. Review these before going live.
When a change needs approval, Lockii creates an Inbox notification.
Open the notification in Inbox.
Review what changed: dates, location, items, price difference, or cancellation.
Check availability warnings if stock or timing is tight.
Choose an action:
Approve for changes with no extra charge.
Approve charging for booking change to charge the saved card, or email a payment link if no card is on file.
Send for payment to approve the request and let the customer pay before it applies.
Approve applying change for free only when the customer has agreed to waive the charge.
Reject to decline the request.
For cancellations, choose the refund percentage across all paid payments on the booking before confirming.
You can also open pending change requests from the booking editor when a booking has an active request.
Tap a Booking Change Request notification in the Inbox tab.
Review the proposed changes and price difference.
Approve or reject using the same options as the web app.
Lockii updates the booking, reservations, and lock codes automatically.
Price increases are collected through Stripe using the approval option you chose.
Cancellations process refunds based on the refund percentage you selected.
Approved cancellations also trigger your automated cancellation communication plans, so customers receive the right follow-up messages without manual steps.
Item swaps and line item updates apply to the booking with recalculated pricing.
The customer receives updates through your normal communication plans.
Every step is logged in the booking activity timeline.
Start with Always needs approval for cancellations and item swaps until you are comfortable with how pricing and availability behave.
Use Auto approve always for extensions if you want customers to extend without waiting on staff.
Pair change request notifications with your inbox routine so paid changes do not sit pending.
Mention the manage booking link in confirmation and reminder messages so customers self-serve changes instead of calling.
