What Your Buyers Can Do After They Order
What happens on your customer's side once they book or buy — the link in their confirmation email, the changes they can make themselves, and why your refund and support text is worth filling in.
Part of: Start selling
Once someone books or buys from your page, they get their own view of that order. Knowing what they see — and what they can change without asking you — saves you a round of emails.
The link in their confirmation email
Every booking and purchase confirmation carries a link to that specific order. It works straight from their inbox with no sign-in, which is deliberate: the fewer steps between a customer and their own booking, the fewer “can you resend the details?” messages you field.
From that page they can see what they ordered, when it is, the price, their own answers to any checkout questions you asked, and your policies.
What they can change themselves
Bookings — a customer can reschedule or cancel their own booking. Rescheduling shows them your live availability, so they can only move to a slot you actually have open, and your calendar stays correct without you doing anything. A booking still awaiting payment can be cancelled but not moved, because there is no confirmed slot to move yet.
When a customer cancels, the slot frees immediately and you get an email about it — you do not need to watch for it.
Purchases — an order is a record for your customer to keep. Changes and refunds come to you, which is why the next section matters.
Your policies are what they read at the deciding moment
The refund, terms and support text you set on an offering or a product is shown to your customer on their order page — and again, prominently, at the moment they are about to cancel a booking.
That is the highest-value place that text will ever appear. A clear refund window there answers the question before it becomes a message to you. A support contact there sends the message to the right place when there is one.
If you have not filled it in, your customer is told plainly that no refund policy was published for that booking — so setting it is worth five minutes.
Refunds themselves run through your own Stripe account, on your terms, as described in Connect Stripe.
Everything they have ordered, in one place
A customer can also see every order they have placed across Keepp — from you and from anyone else they have bought from — at keepp.link/orders. They enter the email they used and get a six-digit code, so only the person who can read that inbox sees the list.
Two things follow from that, both worth knowing:
- If a customer ordered under two different email addresses, each address has its own list. Pointing them at the address on the confirmation email is the quick fix.
- If they reach it from one of their order links, there is nothing to type: the code goes to the address already on that order, and they just enter it.
- The code goes to their inbox, not to you — you never see it and never need to.
For a version of this written for your customers, which you can send them directly, see Find your orders and bookings on Keepp.