How to View and Re-send an Order Confirmation or Edit Customer Details

⏱ Estimated time: 3 minutes

👤 Role: Reservations Teams, Front Office Managers, Receptionists

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What you'll learn:

• How to access and view a digital copy of the guest's original receipt.

• The steps required to correct guest contact information (Email and Phone).

• How to trigger a manual re-send of the order confirmation email.

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When should I use this?

Use this process when a guest reports that they haven't received their confirmation email, or if they realize they provided an incorrect email address or telephone number during the checkout process.

Key Logic:

The Ecommerce platform (formerly OneJourney) stores a master record of the guest's contact details and the resulting confirmation receipt. By updating the email address within the platform before re-sending, you ensure the guest receives their documentation at the correct destination without having to re-book.

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Before you start:

• Locate the guest's order using the Order Number or Surname.

• If the guest is claiming non-receipt, verify their "junk/spam" folder first.

• Ensure you have the new, correct contact details ready to input.

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Step-by-step:

1. View the Order Receipt

Before sending anything, verify the contents of the booking to ensure you are looking at the correct transaction.

1. Log in to the Ecommerce platform.

2. Navigate to Manage > Orders and find the relevant guest.

3. Click the Edit button to open the order details.

4. Within the Customer Details section, click the View Order Receipt button. This will open a digital version of the confirmation for your review.

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2. Edit Customer Contact Details

If the guest made a typo during booking, you must correct it here to ensure future communications reach them.

1. Within the Customer Details section of the order, click the Edit button.

2. Update the Email Address or Telephone Number as required.

3. Click Save to commit the changes to the guest's record.

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3. Re-send the Order Confirmation

Once you have confirmed the details are correct, you can trigger a new email.

1. Still within the Customer Details section, click the Resend Order Confirmation button.

2. The system will automatically generate a new email and push it to the address listed on the account.

3. Note: This will send the confirmation to the updated email address if you performed Step 2 first.

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Best practice:

The Correction Sequence: Always update the guest's email address and click Save before clicking the resend button. If you click resend before saving the new email, the system will simply send another email to the original, incorrect address.

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Important Notice:

Check Integration Status: If you are resending a confirmation for a booking that was "In Progress," ensure you have also manually added the booking to your PMS or Premier system as outlined in the [In Progress Orders guide]. Resending the email from the Ecommerce platform does not create the booking in your external diary.

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