What does it mean?
Whether you’re running a walking tour, a boat trip, or any other activity, things don't always go as planned. When bad weather or unexpected issues force a cancellation, you need to let your customers know—fast.
This guide will show you how to use our system to handle cancellations quickly and keep your guests informed.
What should I do?
If you need to cancel a tour and notify your customers, you can do this manually by pulling a quick report.
Imagine bad weather hits suddenly and you need to contact everyone on an upcoming trip. To do this, you’ll need a list of their email addresses so you can send a message explaining the situation.
Here are the steps to get that information:
Navigate to Reporting > Data Export
Once you are here, go to the calendar tab and pick the date of the tour you need to cancel. Then, click on ‘Event Time’ in the top right corner.
Next, go to the 'Filter' tab. Before exporting, we need to filter the products with canceled departures. It might only be one product, not all of them.
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To see the email addresses for everyone on that trip, we recommend choosing the XLSX (Excel) format.
Make sure to select all the items you need, such as customer names and contact details, so you have everything in one place.
👉Review here How to use the "Data export" report
After you click ‘Export’, check your inbox. You will receive an email with a link to download your report.
Once you have downloaded and opened the report, you will see all the information you selected earlier. To find the contact details, simply scroll to the right until you see the column labeled ‘Passenger Email’.
Now, you can manually send an email to everyone who booked for that day.
⚠️IMPORTANT: Palisis doesn't handle the email delivery. If you need to reschedule, it has to be done for each individual booking.
👇Review here:
The same applies to refunds; they must be processed one by one.
👇Review here:
Lastly, if you need to access your past reports or re-download them, you can find them anytime in the Report Download section.
👉Review here How to download a report
Good to know
With custom email templates, you can send automatic messages at just the right time: before the booking date, before or after the event, or even a few days later.
Many businesses use this to send helpful reminders before a trip or to send "thank you" emails afterward to ask how everything went.
👉Review here How to configure "Email templates"
You can create as many email templates as you need. Here are a few examples to help you get started.
Be sure to review the sections above to get the most out of these features!