Customers change their minds. They want a second driver, a child seat, the airport shuttle, the higher cover — or you promised a discount on the phone and now have to honour it.
All of it lives in one place: open the booking, Actions, then the Adjust pricing section.
The rule that governs all of it
Changing the price never moves money. Every action here recalculates the hire total and the outstanding balance, and then stops. No card is charged. No refund is issued. The confirmation modals say so, one after another, because it is the thing operators most often assume is happening.
What you get instead is a notification telling you exactly what changed — Total: $540.00 → $615.00 (+$75.00). Outstanding: $0.00 → $75.00 — and then it is on you to collect it. Send a payment request, take it at the counter, or leave it on the balance for pickup.
The same is true in reverse: remove an extra and the total drops, but the customer does not get their money back until you refund it.
Extras
Add extra picks from your catalogue and prices it by your catalogue rules. It needs a vehicle allocated, because what is available depends on which vehicle the booking has — except on imported bookings, which fall back to the full catalogue.
Add custom extra is for something not in the catalogue: a one-off you name and price yourself, entered GST-inclusive. There is a Show on the customer booking portal toggle, on by default.
Remove extra takes a line off and recalculates.
Custom lines: two of them, and the difference matters
This is the one thing on the page worth reading twice.
| Add custom extra | Add manual charge | |
|---|---|---|
| Shows on the customer portal | Yes, by default | No, never |
| Asks for | Name, value, visibility | Description, amount, GST toggle, reason |
| Meant for | Something the customer bought | An internal adjustment |
A manual charge is deliberately invisible to the customer. It carries a reason field because it is your note to yourself — a correction, a negotiated adjustment, a fee you are recording rather than selling. It still counts toward the total the customer owes. If you want the customer to see the line, use Add custom extra.
Both can be removed with Remove custom line.
Both work on bookings the pricing engine cannot recalculate. That is deliberate: a fixed line is collectable whether or not the hire can be repriced, so it is folded in additively when a full recalculation is not possible.
Coupons
Apply coupon takes a code and validates it properly — against the customer, the hire value, the pickup date and the length of hire, exactly as the widget would. An expired code, or one the customer is not eligible for, is refused with the reason rather than quietly applied.
It is only offered when the booking has no coupon on it. To swap one, Remove coupon first — which reverses the redemption so the code is not burnt — then apply the new one.
Protection plan
Change protection plan lists the active plans that apply to this booking's vehicle, plus Standard (bond only — no upgrade). Remove protection plan is the shortcut back to standard.
Both need a vehicle allocated, because which plans apply depends on it.
There is a separate, better path when the customer is upgrading. Request cover upgrade payment raises a pending upgrade and emails the customer a payment request — and the upgrade is only applied to the booking once you Mark cover upgrade paid. Charge first, apply on payment. Use that when the customer is buying an upgrade; use Change protection plan when you are correcting what the booking should have said.
Airport transfer and additional drivers
Airport transfer is a set of tick boxes, one per shuttle leg. Ticked legs go onto the balance, unticked ones come off it, and — as everywhere on this page — nothing is charged and nothing is refunded.
Additional drivers names the extra drivers on the booking and applies your per-driver fee from settings. Licence details are collected at pre-check-in, not here — you are recording that there are extra drivers and charging for them, not vetting them.
If it did not work
- "This booking can't be repriced." The pricing engine could not recalculate this booking, and the message names the reason. The most common one is a vehicle with no vehicle group — assign it under Fleet → Vehicles and try again. Coupons and protection-plan changes are blocked by this; custom extras and manual charges are not.
- Add extra is greyed out. No vehicle is allocated, and the booking is not an imported one. Allocate a vehicle first.
- An extra you expected is not in the list. It is probably pinned to specific vehicles and does not cover every unit in the group. Clear the Vehicles field on the extra so it applies to all of them.
- Change protection plan shows nothing. Either no active plan applies to this vehicle, or no vehicle is allocated.
- The coupon was refused. The validation message says why — expired, minimum spend, wrong dates, wrong customer. It is the same check the customer would have hit.
Things worth knowing
- The customer is not told. None of these actions emails anyone. If the change matters to the customer — and a price change usually does — that is a call or a payment request you make yourself.
- Every change is logged with your name and the before-and-after totals, which is what you want when the customer says they were quoted something different.
- Amending is not the same as cancelling and rebooking. Amending keeps the booking, its history, and its payments. Rebook only when the dates or vehicle change so much that the original booking is meaningless.