Move or rebook an order to another date

Use this when a customer wants to keep their order but attend on a different date or time, or switch to a different event or admission.

Order overview with customer, payment, document, and booking actions — Use the order overview to inspect the commercial record and choose the next safe action.

Before you start

You need a role with permission to update orders.
Check the order's payment state and invoice state first. Moving a service does not change what was already paid or invoiced, so price differences need a separate payment or refund decision.
Confirm the target date has enough capacity for the same quantity.

Change the start time of a booked slot

For services booked into a time slot (an event booked from a template, or an admission with a start time):

Open Sales > Orders and open the order Overview.
Find the service line and select the pencil icon next to its date. The tooltip reads Change start time.
Select the new date and time slot, then confirm the prices step.

Change to a different event or admission

To move the item to another event, event template, or admission:

On the order Overview, select the swap icon next to the service line. The tooltip reads Change offer.
The Services tab opens filtered to services that can replace the item. Select the replacement and its date.
Confirm the change. The confirmation warns: "Changing the offer will replace the booked offer. Continue?"

Existing quantities, attendees, and collected data are preserved when the offer is changed. The change is recorded on the History tab.

Rebook by canceling and creating a new order

When the change actions are not available, or the customer wants a different structure entirely:

Create the new order first and reserve or book the new date, so the capacity is secured. See Add an order manually in the back office.
Cancel the original order with Cancel. The cancellation confirmation states whether an email is sent and that the services are unblocked.
Handle payment according to the states of both orders — for example, refund the old order and send a payment link for the new one.

Expected result

The order shows the service on the new date with the same attendees and collected data, or a new order exists for the new date and the old one is canceled. The customer has an up-to-date confirmation.

Troubleshooting

Problem	What to check
No pencil or swap icon on the service line	Whether the actions are enabled for your account, your permissions, and whether the item was removed.
Target date cannot be selected	Capacity and remaining quota on the target slot, and whether the target service is published.
Prices differ after the move	The order's open items and payment state; collect or refund the difference before closing the case.
Customer still has the old ticket	Resend the order email after the change and tell the customer to discard earlier tickets.