Reshop is where travelers judge your retailing system. If the experience is clumsy or inconsistent, trust erodes fast. Designing for flexibility means aligning offer, order, and servicing logic so changes feel intentional.
Determine eligibility up front
Before presenting new options, evaluate policy: fare rules, waiver programs, disruption status, corporate contracts. Create a servicing eligibility service that returns what actions are allowed and what penalties apply. Cache results briefly but revalidate before committing.
Offer strategy for reshop
- Use the existing order as context. Pre-fill traveler data, seating preferences, and loyalty benefits.
- Surface options in buckets: same day/same cabin, upgrade opportunities, alternative airports.
- Display price differences transparently-break down original paid amount, repriced itinerary, and any residual value.
Pricing and settlement considerations
Reshop pricing is not just a re-run of the original pricer. You must compute change fees, reissue EMDs, and update payment captures:
- Calculate differential fares and taxes with certified engines.
- Handle residuals by storing them as vouchers or open credits tied to the order.
- Emit accounting events for both the debit and credit components.
- Provide progress indicators; reshopping often involves multiple steps.
- Allow travelers to compare new and original itineraries side by side.
- Keep customer service in sync-agents should see the same options the traveler sees online.
When reshop flows respect policies, show transparent pricing, and keep orders consistent, travelers feel in control-even when plans change.