# Bookings desk

> Run the tandem bookings desk: find, reschedule, cancel and refund bookings, send weather-hold emails, change packages, collect balances, and take phone reservations or walk-ins.

Source: https://ezdzskydive.com/docs/bookings-desk · Last updated: 2026-11-03 · Audience: DZ admins and staff · Support: door@ezdz.xyz

The tandem bookings desk is where staff handle customers day to day. Open **DZ Admin → Bookings**.

## Find a booking

- Search by **customer name** or **booking reference**.
- Use the **date picker** to jump to a day.
- Switch between **List**, **Calendar** (a month view for planning), and **On Hold**.
- The list shows payment status, package, and waiver status at a glance.

> **Can't find someone?**
>
> Tick **Show unpaid**. By default the desk hides bookings with no money collected, including abandoned checkouts, failed payments, and walk-ins you created unpaid. See [Checking payments](https://ezdzskydive.com/docs/checking-payments).

## Reschedule customers

Use this for a weather move or a customer request. You can move one booking or a whole day.

1. Tick the booking checkboxes. Use **Select All** to grab everyone on a day.
2. Click **Send Email** first to tell customers about the change.
3. Click **Change Time** and choose the new day and time.

Both actions work on the same selection, so you don't have to reselect between steps.

## Message customers

For weather holds, parking changes, waiver links, or anything else:

1. Filter to the date you need.
2. Tick the customers, or click **Select All**.
3. Click **Send Email**, write your message, and send.

## Cancel a booking

There is no separate cancel button. To cancel:

1. Click **Refund** and refund the right amount. Partial refunds are supported.
2. Click **Send Email** to let the customer know.

Check your deposit policy before you refund. Refunds go back to the original payment method. More in [Checking payments](https://ezdzskydive.com/docs/checking-payments#refunds).

## Change a booking's package

1. Open the booking and click **Edit Package**.
2. Change the package or add or remove add-ons, then save. The total updates automatically.
3. Click **Charge Balance** if the customer now owes more, or **Refund** if the new package costs less.

> **Always edit first, then charge**
>
> **Charge Balance** calculates against the updated total, so you collect exactly the right amount without math, and the upsell shows cleanly in your records.

## Take money

| Button | When to use it |
| --- | --- |
| Charge Balance | The customer owes money on this booking, whether they paid a deposit online or are paying at the counter. Use the card reader or manual entry |
| Custom Charge | Extras after the balance is paid: AFF gear rental, coach fees, pro shop, video upgrades. Enter a description and amount |
| Cash, Other, Gift Cert | Record a payment taken outside Stripe |

For purchases not tied to any booking (walk-up pro shop sales), use **Create Charge** on the main DZ Admin overview.

## Assign tandems to loads

You can do it from either side:

- **From the booking:** find it, click **Assign to Load**, choose the load, then the instructor.
- **From the load:** open the load, click an empty slot, and pick the tandem booking and instructor in the window. A videographer can be added there too.

See [Manifest & loads](https://ezdzskydive.com/docs/manifest-and-loads).

## Walk-ins and phone reservations

The top of the bookings desk has two buttons for creating a booking yourself. They look similar but treat payment very differently.

| | **+ Walk-in** | **+ Reservation** |
| --- | --- | --- |
| Takes a card payment now | No | **Yes, required** |
| Booking is created | Unpaid | Only after the card is charged |
| Shows on the list | Only with **Show unpaid** on | Normal list, with the money collected |
| Use it for | Someone standing at the desk who will pay later or in person | Phone bookings, or when you always require a deposit or full payment up front |

### Create a reservation

Click **+ Reservation** (or **Create Reservation** in the quick actions on the DZ Admin overview). The **Create Reservation** window has two tabs: **Reservation** and **Gift Certificate**. On the **Reservation** tab, work down the four steps:

1. **How many jumpers?** Use **+** and **−** (1 to 10).
2. **Pick a date & time.** Choose from the calendar and the time slots. If an admin has closed that date or time with a [schedule override](https://ezdzskydive.com/docs/booking-system#schedule-overrides), it is flagged. You can still book it, so make sure a jump can actually run first.
3. **Package & add-ons.** Only packages available for that date and time are listed. The price summary shows the full price, any deposit, tax, and any booking fee, and ends with **Due Now**.
4. **Customer info.** Name, email, and phone are required for Jumper 1. For a group, other jumpers use Jumper 1's email and phone if you leave theirs blank. Weight and emergency contact are optional under **Show optional fields**.

Enter the customer's card at the bottom and click **Pay $X & Confirm Booking**. What gets charged follows your [payment options](https://ezdzskydive.com/docs/stripe-and-payments): the deposit if you take deposits, or the full price if you require full payment. Tax is always collected in full up front. If you pass the fee to customers, it is added to the amount due now. A deposit booking has a remaining balance, collected later with **Charge Balance** like an online booking.

When the payment goes through you get a **Reservation Confirmed** screen with the amount charged and a reference for each jumper. The confirmation email is sent once the payment is recorded, and only if [email is set up](https://ezdzskydive.com/docs/email-setup).

The **Gift Certificate** tab sells a certificate over the phone the same way: pick an amount, then click **Pay $X & Issue Certificate**.

> **The card was charged but the booking didn't save**
>
> If you see a message that the card **WAS charged** but the booking could not be confirmed, **do not charge the card again.** Open the bookings list and look for the customer on that date first. If it isn't there, click **Retry saving booking**. If it keeps failing, email door@ezdz.xyz with the payment ID shown in the message.

### Create a walk-in

Click **+ Walk-in** to add a booking without taking payment. It is created unpaid, so turn on **Show unpaid** to find it. Record the money later with **Charge Balance**, **Cash**, or **Other** when the customer pays.

## Keep availability in step with reality

If weather or staffing changes, adjust availability so the booking page matches. Add a block with [Schedule overrides](https://ezdzskydive.com/docs/booking-system#schedule-overrides), turn a time slot off, or lower **Max Bookings**.