Agents — Frequently Asked Questions

Agents — Frequently Asked Questions


How It Works

What is an Agent?
A third-party distributor or travel agency that books tours and activities on behalf of customers through a dedicated Nabooki Agent Portal, with commissions automatically tracked and calculated
Why would I use Agents?
To expand your distribution through third-party sellers while automatically tracking commissions and bookings — no manual reconciliation needed.
What is an Agent Booking Tool?
A dedicated booking interface where agents complete bookings on behalf of customers, with the agent code and commission automatically applied at checkout.
What is Pay by Invoice?
A payment option that allows agents to complete a booking without making an immediate payment, settling the amount later according to the merchant’s invoice and payment collection process.
How does Agent commission work?
Commission is automatically applied at checkout, reducing the amount the agent pays. It is calculated per booking item and recorded as a payment against the invoice.
How is commission calculated?
Per booking item, using either the service-specific commission rate or the agent’s default commission rate. If a discount applies, it is applied first and commission is calculated on the discounted price.
Can different Agents have different commission rates?
Yes. Each agent has their own default commission rate, with the option for service-specific and promotion-specific overrides.
What happens to commission when a booking is refunded?
When a booking is fully canceled and refunded, a reversal record is created against the invoice. Because Nabooki tracks commission per individual invoice item, the commission amount is automatically updated and adjusted alongside the refund, reducing the outstanding commission due to the agent.
Are Agent bookings treated differently from customer bookings?
They follow the same booking process but with commission automatically applied and the booking attributed to the agent for reporting purposes.
Are Agent bookings subject to cancellation policies?
Yes. All bookings made via the Agent Portal are bound by the merchant’s standard cancellation and refund policies. If an agent cancels a booking outside of the allowed cancellation window, any applicable cancellation fees will apply.
Can Agents apply promo codes or vouchers?
Yes, if permitted by the merchant’s promotional conditions. Merchants can create and manage agent-specific promotions directly from the Agents section of Nabooki. However, the agent commission is calculated based on the discounted net price of the service, not the original retail price.
Can customers see which Agent created their booking?
No. The customer-facing automated communications focus strictly on the experience. The assignment of the agent code and commission tracking is kept internal to the merchant and agent dashboards for clean B2B operations.
Can a merchant have multiple Agents?
Yes. Merchants can create and manage multiple agents from the Agents page.
Can an Agent be linked to multiple merchants?
Yes. One agent account can be connected to multiple merchants.

 For Operators (Merchants)

Account Setup & Access

Why am I blocked from adding a new Agent?
To protect the network, agent creation is restricted. To add agents, your account must be marked as Verified by Nabooki Support, and you must be subscribed to either the Accelerate or Powerhouse subscription plans. It is not available on Boost, Free, or Free Trial plans.
How do I create an Agent?
Go to the Agents page in your Nabooki account and click + Add New. Fill in the agent’s name, contact details, tax registration status, default commission percentage, and whether they can pay by invoice.
How do I edit an Agent?
From the Agents page, open the agent’s settings via the options menu and update their details.
How do I deactivate or remove an Agent?
Via the options menu on the Agents page. Existing bookings are not affected.
What happens to existing bookings if an Agent is disabled?
Disabling an agent prevents them from logging into the Agent Portal or creating new bookings. Any existing, historical, or upcoming bookings already in the system remain active, valid, and fully tracked for reporting and reconciliation purposes.
Does Nabooki automatically email the Agent their login details when I create their account?
No. Currently, creating an agent account does not send an automated email notification to them. Merchants will need to manually share the Agent Portal link and onboarding access with their agents. Automated self-service onboarding and email credentials will be introduced in a future release.
What should I do if adding an Agent failed?
Check that the email address entered is correct and not associated with an unsupported account type. If the issue persists, contact Nabooki Support at support@nabooki.com and we can assist.

 Services & Distribution

Can I assign different services to different Agents?
Yes. You can activate or deactivate individual services and promotions per agent from the commission management settings.
Can multiple Agents sell the same service?
Yes. The same service can be activated for multiple agents simultaneously.
Can Agents access all of my services?
No. Agents only see the services the merchant has activated for their account.
How do I share my Agent Booking Tool with an Agent?
Merchants can access the booking tool in Agent Mode directly from the Agents page and share the URL with the agent.

 Commission Management

How do I enable Pay by Invoice for an Agent?
In the Agent Settings page for that agent, enable Allow Pay by Invoice.
Can all Agents use Pay by Invoice?
No. It must be enabled per agent by the merchant. It is only available to logged-in agents who are linked to the merchant and have the setting enabled.
Can I change an Agent’s commission rate after bookings have already been made?
Yes. Commission rates can be updated via Agent Settings at any time.

Will changing an Agent’s commission affect historical bookings?
No. Changes made to an agent’s commission rate will only apply to new bookings created after the update is saved. All past or historical bookings will retain the commission rate that was active at the exact time the booking was finalised.
Can I set a flat-fee commission instead of a percentage?
Nabooki supports percentage-based commission rates. If you prefer to offer a flat-fee equivalent, you will need to calculate what that percentage would be relative to the service price. Note that you can set different percentage rates for individual services to help balance this out.
How do I pay the tracked commissions to my Agents?
Nabooki tracks and calculates all agent commissions automatically in your reports, but does not process the physical payout. Merchants are responsible for settling outstanding balances directly with their agents via bank transfer, invoice payouts, or other agreed external payment methods.

 Bookings & Visibility

How can I tell if a booking was created by an Agent?
Agent bookings are attributed to the agent and tracked in orders, commissions, and reporting against the agent account.
What does “Created by Agent” mean?
It means the booking was made by a linked agent through the Agent Booking Tool, not directly by a customer.
Who gets the confirmation email when an Agent makes a booking?
By default, booking confirmations are sent automatically to both the Merchant and the Customer. If the agent prefers to receive the confirmation directly instead of the customer, they must input their own agency email address into the customer details field during checkout.
Whose contact information shows up on the customer’s ticket/voucher?
The customer’s ticket and voucher will display the Merchant’s contact details, ensuring the customer knows exactly who is hosting their experience on the day of the tour.

 For Agents

Getting Started

What services can an Agent book?
Only the services the merchant has activated for that specific agent.
How do Agents make bookings?
By logging into the Agent Portal, finding a merchant on the Merchants page, clicking Book, and completing checkout through the Agent Booking Tool.
What happens when an Agent selects Pay Later during checkout?
The booking is completed without immediate payment and proceeds according to the merchant’s invoice and payment collection process.
Can multiple staff members log into the same Agent account?
Yes. Agent accounts can support multiple simultaneous logins, allowing different team members or front-desk staff within the same agency to book through the shared portal.
How do I reset my Agent Portal password if I get locked out?
You can reset your password at any time by clicking the Forgot Password or password reset link located on the login screen.
Can I customise my Agent Portal with my own logo or branding?
Yes. Agent accounts can be fully branded with your logo. If you haven’t uploaded a custom logo or branding assets yet, the Agent Admin Suite will automatically display the Nabooki logo as a temporary fallback so your agents can still use the system seamlessly.
Will Agents be able to register themselves in the future?
Yes. Self-registration is listed as coming soon, allowing agents to create their own profiles directly through Nabooki.

 Managing Bookings

Can an Agent edit a booking after it has been created?
Yes. Agents can modify an existing booking (such as changing dates, times, or quantities) directly through their portal, subject to availability and the modification policies the merchant has set. The system will automatically recalculate the correct commission based on the new final order value.
Can an Agent cancel a booking?
Yes. Agents can cancel or change a booking, depending on the merchant’s cancellation policy.
Can Agents see bookings created by other Agents?
No. Each agent only sees bookings associated with their own account.
Can I add an internal reference number or custom notes to a booking?
Nabooki generates a unique Order ID for every transaction, which agents can use to cross-reference bookings internally.

 Account & Support

As an Agent, I have two separate accounts created by different merchants using different email addresses. Can I merge them?
Yes, this is possible. Contact Nabooki Support at support@nabooki.com with the details of both accounts and we can merge them, including your bookings, into a single account.

 Reports & Reconciliation

Which reports include Agent bookings?
The Orders Report and the Payments & Refunds Report in the Agent Admin Portal.
What is the Payments & Refunds Report for Agents?
A report that shows payments, refunds, and commission deductions across all connected merchants, including a Merchant Name column.

Where can I see Agent commission amounts?
In the Orders Report and Payments & Refunds Report in the Agent Portal. Commission is also displayed in the Order Summary during checkout.

How do I reconcile Agent commissions?
Using the Payments & Refunds Report, which supports reconciliation of automatically applied agent commissions recorded as Manual Payment – Agent.

Can I see bookings from all Agents in my reports?
Yes. Reports cover all agents linked to the merchant.

 

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