SHARRYLAND
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Activate Tailor-Made Requests
What are Tailored Requests?
They are the tool that allows you to accept customized requests from your customers and manage them independently and freely. Tailored Requests are only available if you have activated the Gold Profile and Stripe account. Activating Tailor-Made Requests will allow you to manage custom dates and orders, make counter-offers to your customers, add extra services, or give discounts.
You can activate Tailor-Made Requests for all types of Experiences: same-day (excursion, tasting, etc.), multi-day (tour package), Bravo&Buono (selling services and products).
How do I know that I have received a Tailored Request?
The system will send you a notification both on SharryLand and by email. If you are late in responding to the Request, the system will notify you again shortly to help you provide timely customer service.
I received a Custom Request, what can I do?
Go into "Reservations and Orders" in your Pro Activities and check the details of the request to be managed (date, possible time, number of participants, etc.). To manage it, click on Manage in the three-dot menu next to the request. Now you can decide whether to accept or reject it. If you accept it, the client will be prompted for payment.
I have accepted a client's Tailored Request, now what?
The customer will be notified and will be directed directly to payment, which will be made by credit or debit card through SharryLand. Until the customer pays, the reservation is not confirmed and you will find the request in the "Pending Payment" section under Reservations and Orders.
I have accepted a Custom Request, what happens if the customer does not pay?
Both you and the customer are sent notifications that the payment has not yet been made. It will be up to you to decide how to handle the nonpayment, such as contacting the customer to encourage them to finalize the purchase. In the event that the customer does not respond, you can cancel their request.
I cannot fulfill a Custom Request, what should I do?
Click on Manage in the three-dot menu next to the request and select "Reject." We still recommend that you personally contact the client to explain why, and perhaps direct them to another date.
I have accepted a Tailored Request, but I have a snag and cannot perform the activity, what should I do?
If the customer has not yet paid, inform him promptly of the contingency so that he does not proceed with payment. If the customer has already paid, you must refund the customer. Go into "Reservations and Orders" and search for the reservation to be refunded. Click on Refund in the side menu of the reservation. The customer will receive their refund within 5-10 business days, on the same card they used to pay.
