Book Events on Behalf of Users
Definitions:
FE User → stands for Front End User; refers to those that are using the website & app
CTA → stands for Call to Action; in our platform, typically refers to a clickable button
Description: Enable Hub admins to create event bookings on behalf of a user, including handling payments (card entry, send payment link, non-electronic/override). Allows staff to complete event bookings for residents who need assistance, while enforcing event rules (registration windows, waitlist constraints, ticket types), and ensuring payments and refunds are tracked appropriately.
Key Users: Hub administrators/staff
Use Case:
A senior resident calls the front desk to reserve their spot in the upcoming "Watercolor & Wine" evening class. The resident has an account, but isn't confident navigating the app on their own. The front desk associate pulls up the event in Hub, books the user’s ticket on their behalf, and processes their payment over the phone by entering their card details directly. The resident gets their spot secured without the frustration and the organizers have an accurate headcount and payment on file.
A busy resident calls the front office to book a spot in the community's upcoming weekend paddleboard clinic. The resident is at work and keeps missing the registration window before it closes for the day. The community admin associate pulls up the event in Hub, books the ticket on the resident’s behalf, and sends them a payment link to complete on their phone when they have a moment. The resident gets their spot locked in without having to step away from work, and the event organizers have the resident’s registration recorded with payment on the way.
How to Access:
Admin | To Book on Behalf of: Log into the hub → Events →Ticketed Events → Select desired event → Book on Behalf CTA in top right corner → Search for the user → Enter number of desired tickets → Select Payment Option & Complete Booking
Associated Notifications:
Receiver of Notification | Trigger | Meaning |
FE User | Admin book event on their behalf | User receives confirmation that an admin RSVP’d on their behalf; this may include a payment link depending on payment method chosen |
FE User | Added to Waitlist | User receives confirmation when an admin adds them to the waitlist if the event is full |
Important Notes:
When booking on behalf of a user for an event that requires a waiver, the waiver experience varies by payment method. If payment is collected via card entry or a non-electronic override, the community will need to coordinate waiver completion with the user outside of the platform — this is noted in the Attendee Modal. If a payment link is sent, the user will be prompted to acknowledge the waiver at the time they complete their transaction.
When a payment link is sent, the booking will remain in a Pending state until the user completes the transaction. The link is unique to the intended recipient and cannot be used by anyone else. Note that the ticket quantity is locked once the link is sent and cannot be adjusted by the user at the time of payment.
Admins can cancel a Pending transaction at any time. Since payment was never collected, no refund is issued — and the outstanding payment link will be voided, preventing the user from completing the purchase.
When a non-electronic payment method is used, the transaction is recorded in Hub for audit purposes, but no payment is processed through the platform. It is the community's responsibility to collect and route the payment appropriately. The same applies to refunds — Hub will reflect the refund and return the tickets to circulation, but the actual reimbursement must be handled directly between the community and the resident outside of the platform.
Visual Reference