Let your customers manage their own bookings

Most "can I get a refund?" and "can I move to another date?" emails don't need you at all. The self-service portal lets your customers sort it out themselves — inside rules you set.

No, customers can't refund themselves behind your back

This is the first thing vendors ask, so here's the plain answer.

Nothing happens outside the rules you set, and you can require your approval on anything that moves money.

• Refunds and credit notes can wait for your yes. You get an email with the request and the customer's reason, and a link to approve or decline. Nothing is paid until you click. If you'd rather they go through automatically, that's your choice to make — it's off unless you turn it on.
• Date changes go through automatically, because no money leaves you. The booking just moves to another session of the same class, and the old spot frees up.
• You choose which of the three options exist at all. Don't want refunds through the portal? Switch refunds off and keep date changes. Your customers only ever see what you've offered.
• You set how late they can do it. Refunds up to 48 hours before, date changes up to 24 hours before — whatever matches how you already work.
• You set a fee that's kept from each refund, credit or date change, if you want one.

If a customer asks for something outside those rules, the portal tells them to contact you. It never overrides you.

What your customer sees

They sign in with their order number and email. No password, no account to create.

They see the bookings on that order, and depending on what you've switched on, they can:

• Move to another date — pick any future session of the same class that still has room
• Request a refund
• Request a credit note — the money stays with you as credit toward a future booking

They have to give a reason and a category for anything they cancel, so you can see why people drop out.

Your settings at a glance

Fees apply per attendee. If two people on one booking both cancel and your refund fee is $10, that's $20 kept.

What it means for you

• Fewer emails. The most common requests handle themselves.
• Faster answers for your customers, including outside your working hours.
• Empty spots free up sooner, so someone else can book them.
• Every cancellation comes with a reason, so you can see patterns.

Things worth knowing

• Sign-in is per order. A customer with two separate orders signs in twice, once with each order number.
• Term courses are all-or-nothing. A refund or credit note covers the whole enrolment, not a single week, and the cut-off is measured from the term's start date.
• Some bookings are excluded. Unpaid bookings, and bookings that were already moved from another date, won't show the full set of options — those customers are told to contact you.
• Not yet available for class passes. If you sell multi-session passes, refunds through the portal aren't ready yet. Date changes are fine.
• Refund Protect. If a booking is covered, the customer sees a note pointing them to their confirmation email.

Setting your rules before you switch it on

This is the part worth five minutes.

Your refund policy settings may have been sitting untouched since you joined, and they were only ever used to print the policy text on your listing page. Now they decide what your customers can actually do — so a setting that says "no refunds" will tell your customers no, even if you say yes to refund requests every week.

Before we switch the portal on, look at what you actually agree to in practice and set the rules to match. If you routinely move people to another date but the setting says date changes are off, your customers will be told no and won't be able to ask.

How to get it

Email support@weteachme.com and we'll set it up with you. We'll go through your current settings first, so the portal says the same thing you would.