The way to take a bike out of service:
- Click on Rentals in the left sidebar.
- Click on Items at the bottom of the list.
- Click on the Edit (wrench) icon for the bike you want to change.
- Select Change Quantity.
- At the top of the dialog box, select the date you want the change to start on.
- In the center, on the yellow box with no label, click the arrow, select Decrease Quantity by.
- Enter "1" in the box below.
- That will change the Quantity Available to "0."
- Below, at Change Is -- select temporary.
- Enter the last date it will remain out of service. (If bike is OOS for only one day, enter the next date from the one you entered above.)
- Enter reason in Note - e.g. "repair."
To book a bike rental on the side (e.g. for a day(s) prior to or following a tour):
The process is very similar to creating a TBD reservation in Day Tours. In the process of creating a new Reservation, you will create a new Trip, based on one of four Trip Types under the Bike Rentals Business Group.
As you are creating the Reservation, when you get to Select Trip, chose Create Trip, then select the Bike Rentals Business Group at the very top of the list:
Select the appropriate duration and click Create One:
Set the Start Date. If it is a multi-day rental, the duration will be preset (don't change it). If it's a 2-day rental, the duration is set for 1 day, 12 hours. A 3-day is set for 2 days, 12 hours, etc. This is to avoid conflicts in the bike allocation system. Leave the duration as is.
In the Create A New Reservation form, select the invoice number if this is to be added to an existing invoice, then enter the number of guests, just as you would normally. (There will be $0.00 charged per guest, but entering the number of guests here is necessary in order to created a space in the reservation for each guest's height/weight and name.)
Complete the reservation as you would normally and assign the bikes. The charges will appear automatically on the invoice in the appropriate amount for the bike Tier ($55/day Tier 1, $75/day Tier 2) and number of days (e.g. on a 2-day, a Tier 1 will be charged $110.)
If you are trying to delete something (a Trip, Reservation, or an Invoice) and the system won't let you -- that's because whatever you are trying to delete is not "empty." The system treats each of these things as a "container." If it is empty, then you can delete it. If it isn't, you first have to get it to an empty status, only then can you delete it.
- Trips contain Reservations
- Reservations contain Invoices
- Invoices contain Transactions
- Reservations contain Invoices
The result is a tiered logic system:
- To delete a Trip, you have to first delete any reservations contained in it.
- To delete a Reservation, you have to first delete any invoices contained in it.
- To delete an Invoice, you have to first delete any transactions in it.
- Trips contain Reservations
- Create person record (if needed)
- click Add Invoice on the right sidebar
- Select Business Group: Retail > Fall Bike Sale
- Next to Miscellaneous Charges click
- Change the description to "Reservation for Used Bike"
- Next to that now edited section header click
- Select Fall Bike Sale (Price of bike) item template
- Fill in the description for "Bike Model" "Size" "Bike Name" (be sure to include the word "size" - it's a key word for the report filter.)
- Enter the bike price in Amount
- If bike is being shipped, Next to Miscellaneous Charges click
- select Shipping and Packaging
- Leave Amount at zero
- If bike is being picked up, next to the Bike Model/Size/Name invoice item, click
- select Standard Sales Tax
- Under Payment Plan: select Fall Bike Sale ($100, $200, $300 depending on what is appropriate for the number of bikes)
- Under Cancellation Policy: select Fall Bike Sale
- If we don't have a credit card yet, skip to final step (send email.)
- If we do have a credit card, next to Transactions, click
- Under Transaction Details, click Custom
- Enter $100 in Custom Amount
- Under Payment Method, click Credit Card
- Enter CC info
- Check Save card for later use
- In right sidebar, under Email, select appropriate email template (edit the deposit amount if more than one bike, and the paragraph asking for the shipping address if that has already been discussed.)
On their People Record, click the Email tab at the top. This is a list of all emails that fit one of these categories:
- auto emails sent by Arctic to that guest using any email address listed on their People Record
- emails sent manually to them via Arctic
- emails sent to them from email clients (e.g. Outlook, Thunderbird, Gmail, iOS Mail, MacOS Mail) that have been set up to "auto BCC" to Arctic.
- emails sent from the Guest (using any email address in their Arctic record) to either email@example.com or firstname.lastname@example.org
In the Guide Scheduling module, the list of available guides is sorted alphabetically by last name. So, the only way to order the guides list with Day Tour guides and Multi-day Tour guides separated into sections was to insert (DT) or (MD) in front of their last name.
On the Guest Facing Site (GFS) the customer has the option to check a box when they enter their credit card info to pre-authorize their final payment to occur automatically on it's set due date. (They do not have the ability to alter either the amount or the date.)
If they check this box, it creates a second transaction, below the deposit transaction. This second transaction will be pending, and will be set to occur automatically in the amount of their final payment, on the regular due date for their trip.
At any point, we can change either the amount of this pending transaction or the due date.
If, at some point between their initial check-out date and the original due date, either the due date changes, or the amount changes, you should modify the scheduled payment to coincide. The pending transaction does not get updated (e.g. if you switch the reservation to a different trip date, the actual due date for the final payment is now different, but the date of the pending transaction will not have changed -- unless you modify it. Same with the amount e.g. add-ons are added.)
If either situation happens and you forget, the scheduled payment will occur. Then you will have to enter a third transaction to make a correction.
During the transition period, some customers will have entered their credit card number into BluePay via the old form, yet their reservation is now in Arctic. Opening the Invoice to process a payment, there will be no link to an existing BluePay credit card entry, and you will not be able to get the complete CC number since BP only shows the last 4 digits.
In BluePay, find the previous Auth or Sale transaction, and run it the old way.
Then, in the Transaction section of the Arctic Invoice, select:
- Manual Transaction (cash, check, credit card terminal, etc)
- Manual BluePay CC
This will record the payment in Arctic, for our bookkeeping purposes as well as for the customer's record.
To Search Arctic for Transactions that involved a Check:
- Click Reports in the left sidebar.
- Click Manage at the very bottom of the list.
- In the Browse Reports page, select the Filters tab (second from the left.)
- Scroll down about 1/4 of the page to find Invoice Transactions (after Invoice Items and Invoice Sections.) Click Browse.
- This opens a complete list of all transactions. In the search field, type "check." That will immediately filter the list for only transactions that contain the word check.
To move part of a transaction to another invoice without actually changing anything in BluePay:
- On the first invoice, at the bottom, next to Transactions on the far right:
- Click on the right side arrow.
- Hover over Refund.
- Click Unlinked Refund.
- Under Transaction Details > Amount, select Custom.
- Enter Custom Amount that you will be moving.
- Under Payment Method, select Manual Transaction.
- Under Type, select Manual BluePay CC.
- In the Memo field, type "Transfer."
On the second invoice, create a new Transaction for the amount to be moved, and run it as a Manual BluePay CC, entering "Transfer" in the memo.
This should only be used as a last resort. If possible, (e.g. if you have their email addresses) book them separately to begin with. It will save you some work.
If a guest is already part of a reservation, and later decides they want to pay on their own, they need to be split from that reservation. To do so:
Open the View Reservation page. On the guest to be split out:
- Click the Tools icon
- Click Split to New Reservation
- You will see a warning. Just click Continue.
- You will now see the new reservation, with two buttons in a green region at the top. Click the Edit New Reservation button on the right (same as the Edit button in the right sidebar.)
- In Update Reservation, change the Customer to match the guest you split off.
- Below that, change the Bill To name to match your guest. That will automatically prompt it to create a new invoice.
- Since this is a new reservation, you will need to populate the fields at the bottom (Pick-up Time, Location, Lodging, etc.) Add-ons that had previously been selected at the Guest Reservation level are preserved, along with any other fields in the Guest Reservation form (e.g. Height/Weight.)
- Open the Invoice. Check the deposit/due date declaration in the right sidebar. The deposit paid on the original invoice will not show here. If you need to adjust the Payment Plan:
- Click Edit to open the Invoice.
- At the bottom, select the appropriate Payment Plan.
- Select the appropriate email from the invoice Email dropdown.
- Use Paying Separately (After Splitting) if you will not be asking them for a deposit. This email contains a link for paying the final balance 48 hours prior to tour date.
- Use Deposit Owed if they need to pay a deposit.
It seems counter intuitive: you can't void or delete a transaction if you have selected "Edit" Invoice. But if you instead select "View" Invoice, the Transactions Section then appears with an Add button to the right:
Click the selector and from there create a Transaction, or, if you are wanting to delete an existing transaction, one of the options is "Delete."
Note: If you are trying to delete an invoice, you will not be able to delete it if it has an existing Transaction in it. Once you delete all transactions, only then will you will be able to delete the invoice that contains it.
In booking a private day tour, you need to take the trip that just booked off the Guest Facing Site (GFS) and replace it with a new empty trip.
Remove the trip from the Guest Facing Site:
- Go to View Trip
- Click Edit Trip right sidebar
- Click the Online Reservations tab
- In Accept Online Reservations, switch to No, don't show online
- Click Submit
Add a new empty trip of the same Trip Type:
- In left sidebar, under Trips, select Create
- Select the appropriate category and click the + Create One button next to the same Trip Type that just booked.
- Fill in the Start Date field and Start Time (per standard seasonal time.)
- Click Submit
Now, this new empty trip will take the place on the Guest Facing Site of the one you just booked.
When booking a MAC reservation for one person, use the special MAC (solo rate) price level.
Also: because we only give a 15% commission on the solo rate, you must select a different Booking Agent at the bottom of the Create/Update Reservation page.
Instead of choosing Moab Adventure Center, select Moab Adventure Center (Solo)
How to manage the number of Day Tours available for booking on any given day:
The number of Day Tours that are "bookable" on any given day varies, depending on the number of guides, vehicles, and the size of the trips.
The tool we use to manage this in Arctic is something called a "Day Tour Slot." Think of it as an actual physical thing - in order to book a new tour, it will need a "Slot" to occupy, and there are only so many slots on any given day. When the slots on a given day are all filled, Arctic will not allow you to complete a reservation for a New Tour. This does not affect adding reservations or guests to tours that are already booked.
The "inventory" of available slots is managed in the same part of Arctic that manages the bike inventory - and it is viewable in the same Rentals Allocations chart. This happens through the use of a single "Rental Item" called DT Slots. The default setting allocates 10 DT Slots per day.
Each empty day tour trip in Arctic (i.e. zero guests) has a hidden requirement -- as soon as it has one or more guests, it then requires a Day Tour Slot to be "pulled" from the inventory. You can see this happening at the bottom of the Bike Allocations chart.
Every time a new tour books for a given date, the inventory of available slots will decrease by 1.
Any time that we want, for whatever reason, we can shrink the number of slots on a given day. If we decrease the DT Slot inventory for May 1 from 10 to 5, then the greatest number of new tours that can be booked on May 1 will be 5.
The requirement for a DT Slot is not sensitive to the number of guests on a trip -- i.e. tours with 7 or more guests do not automatically require 2 slots even though most will likely have 2 guides assigned. The requirement only works at the simplest level -- each new trip = 1 DT Slot.
This simplicity is on purpose -- to give us greater flexibility. For example, if we have a large school group that is going to need 4 guides and we only have one more guide on that day, after that school group tour takes the 1 DT Slot it requires, we can manually lower the inventory on that day from 10 to 2 -- which means that any new tour that books will take the last slot available.
On any day where the available DT Slots have all been used up, no one will be able to book a new tour (either on our website, on Viator, or on the backend.) This is true, even if we have not yet posted the black No New tags on the Arctic Calendar (or Google or the Wall board.)
The way to manually decrease the number of DT Slots is via Browse Rentals Items.
- You'll find the DT Slots rental item at the very bottom of the list, below Outside Rental. Because our list is so long, you'll have to use the Next buttonin the very bottom, right-hand corner in order to flip to the next page.
- Click the wrench icon and then the Change Quantity selection in the drop down that appears.
- The resulting dialog will show an orange box in the center between two blue boxes.
- Set the Effective date to the day you want to change.
- Hover over the orange and click, then select Decrease Quantity By and click again.
- Now that you've set the action to Decrease Quantity By, enter the correct number (e.g. if the previous quantity is at 10 and you want to change it to 5, enter 5.)
- Below that, Select Change is Temporary and enter the Until date as the next day (e.g. if your target date is May 1, enter May 2.)
- Click Submit.
You can check that your change went into effect via the Rental Allocations chart.
You will also want to add the appropriate tag to the Arctic day tour calendar, Google Calendar and Wall schedule.
To add a calendar tag to the Arctic DT calendar:
1. Create a new "trip" for that day, using one of the Trip Types in the Business Group "Day Tours > Tags." Simply fill in the start date -- and that's it. No need to deal with start time, etc.
2. You also have to add a reservation in order for the tour to show up in the booked tours calendars (because those calendars filter for trips that have at least one guest.) There is a special Person Record called "Tag Placeholder" created for the purpose. Add the guest named Tag Placeholder, and set the guest number to 1.
There are several ways to deal with a request to make something Tax Exempt. Typically, if it's a school group, church group, etc, the best way is to make the appropriate Person Record tax exempt, that way, all future reservations made using that person record will automatically be tax exempt. For schools, the person record usually has the school name under Company and the main contact individual under First Name and Last Name.
At the Person Record level:
- Open the Person Record, click Edit.
- Near the bottom, in the Customer section, below Birth Date, locate Tax Exempt.
- Select Yes.
- In the Add Note field in the section above, enter "Tax Exempt # xxxxx" with the "N" number issued by the state. It will be on their TC 160 form, stored in the file to the left of the Day Tour desk. We must have this form and number before we can give them tax exempt status.
At the Reservation level:
- If you only need to apply it to that specific reservation, on the View Reservation page, click Edit in the right sidebar. At the very bottom of the page, click Other (below Booking Agent Reservations.)
- Under Tax Exempt, select Yes.
At the Invoice level:
- On View Invoice, click Edit in the right sidebar.
- You can apply Tax Exempt at the Item level, but not at the Section level. e.g. click the opposite the main entry for the tour price. In the drop down, select Tax Exempt.
- Repeat for each add-on item in the invoice.
If you need to book a customer for a TBD tour, create their Person Record first (or if you've already booked them on one tour and need to add additional TBD dates, that step is already done.)
- +Add Reservation
- Select Trip
- +Create Trip (either button, the green one, or the tab at the top.)
- Select the appropriate Business Group: Full Standard or Private, Half Standard or Private. If you don't know for certain, just pick one -- this is just a placeholder and will probably be changed at a later date.
- In the list that expands, at the bottom, is the TBD Trip Type. To the right, click +Create One.
- Enter the date, and process normally.
- Later, when we know the tour, simply Edit Reservation, and Select Trip to change it to the appropriate Trip Type and Date. Everything else in the reservation should transfer -- though if their bikes are taken for that date, you may have to give them a different bike.
When booking a Whole Enchilada / Porcupine reservation, the shuttle fee is added as an Add-On.
It appears in the Add-On list below the bikes. You can do it for "x" number of guests on the Create/Update Reservation page.
Or afterwards, you can also add it on each Guest Reservation, at the same time as you add their bike.
In order for the name (and email address) of the guides to show up in the After Trip email, you need to enter that info in the Trip > Other page.
This is the same location where you enter the Vehicles, campsite info, etc.
On View Trip, click
Click on the Other tab.
Enter the info in Guide 1 (and Guide 2 or 3 if applicable.)
In each field, enter the first name and email address of the guide.
- Enter primary guest name per usual.
- Select the Clymb price level. Enter the number of guests in the field to the right.
- Scroll to the bottom. In the field Agent/Res #, write the word "Clymb #" followed by the Clymb reservation #.
- Click the blue Booking Agent Reservation link.
- Click Select Person button.
- Select The Climb.
- Click Submit.
Send Clymb Invoice to Sharon
- In the right sidebar, click Email. Select Clymb Invoice for Processing.
- Deselect all the attachments (Sharon doesn't need them cluttering up her inbox.)
- Click Close. (This sends the invoice to Sharon, for processing.)
- Click Close, again, to get back to the reservation.
Send the Clymb Client Welcome Email
- On the primary guest, to the right under Actions, click the wrench icon > Reservation Details > Clymb Client Welcome Email.
- Deselect all the attachments (we will send them the info only AFTER they've filled out their registration form and waiver.)
- Click Submit.
Once the client has filled out the Registration:
If no tax or upgrade fee is owing, skip the below instructions and just send them the standard Registration Details email template that is part of the reservation, and leave all the attachments included.
If sales tax or upgrade fee is owing, create a special Clymb Client Invoice:
- On the primary guest, click the guest name to open the View Person window.
- In the right sidebar, click Add Invoice.
- Select Business Group > Multi-day Tours > Camping Based
- In the right sidebar, below Add Section (don't click that), click the Item button. (Don't mistakenly click the button below, level with Summary.)
- In the dropdown, select the appropriate Clymb Sales Tax template, if appropriate.
- Click the Item button a second time, to add Clymb Tier 2 Bike Upgrade, if appropriate.
- Click Payment Plan > Standard Multi-day.
- Click Cancelation Policy > Multi-day Tours.
- Click Submit.
Send the client invoice and confirmation email to Primary Guest
- Back in the View Invoice window, right sidebar, click Email > Clymb Client Invoice. Don't click Clymb Invoice for Processing.
- Edit the email manually using the email editor. Trip name and date. Delete or rewrite the line about the deposit, and delete the section about the Registration and Waiver, etc.
- Because this email is not coming from within the Trip, the only attachment is the invoice. So, you should manually add the attachments associated with the Trip by clicking +Add below the included invoice attachment. That will open a dialog box showing you all files (pdf and jpeg files) in Arctic. They are listed alpha-numerically. You will have to scroll down the page to find each attachment, and it will not let you add multiple attachments. After adding the first, repeat, until you've added all the appropriate attachments for the trip. Click Next at the bottom of the page in order to flip to the following page.
- Click Submit.
Cheat Sheet for Arctic