Sending a Waiver to an Existing Customer

There are several situations where you may need to send a waiver to a customer outside of the automatic email and SMS that goes out when their order is placed. A customer says they never received the email, a walk-in arrives without a reservation, or you need a previously-booked customer to sign an updated version of your waiver. The order Overview includes a built-in messaging tool that lets you resend the waiver link directly to the customer via SMS, email, or both, without leaving WaveRez. You can also copy the waiver link or share it as a QR code if you prefer to send it through your own communication channel. This article walks you through every scenario.

The fastest path is to use the built-in messaging tool on the order Overview to resend the waiver link directly to the customer via SMS, email, or both. If you prefer to send the link through your own email or messaging app, you can also copy the link or share it as a QR code.

The order Overview includes a send message icon next to the waiver link for each trip on the order. Clicking it opens a pre-populated message you can send to the customer via SMS, email, or both without leaving WaveRez. Access to this feature is controlled by the Order overview permission on WaveRez user roles, which is enabled by default for all roles except Custom and Integrations.

Step 1 — Open the customer's order in WaveRez. Go to Orders in the left menu and find the order. The Overview tab is the default view.

Step 2 — Locate the Signed in Guests section under the trip whose waiver you need to resend. Each trip on the order has its own Signed in Guests section with its own waiver link, copy button, QR code button, and send message icon. If the order contains more than one trip, make sure you are looking at the correct trip. Waiver links are order-specific and waiver-specific, so a customer with two trips on the same order may need to receive two different waiver links if the trips use different waivers.

Step 3 — Click the send message icon next to the waiver link. The Add message for customers popup opens. The popup displays the trip name, date, and time at the top so you can confirm you are sending the correct waiver link.

Step 4 — Confirm the customer is selected. The Choose customer(s) dropdown auto-populates with the contact information already on the order. Click the dropdown to add or remove recipients if needed.

Step 5 — Review the pre-populated message. WaveRez auto-fills the message body with the trip's waiver link and a short default message. The message is limited to 180 characters total. The character counter above the message box shows the current count. If you edit the message and exceed 180 characters, WaveRez displays an error and prevents you from sending until you shorten it.

Step 6 — Choose your delivery method. Select Send SMS, Send Email, or Send Both using the radio buttons beneath the message body. SMS uses the customer's phone number on file; email uses their email address on file. If the customer's contact record is missing a phone or email, the corresponding delivery option will not work.

Step 7 — Click Send Message. WaveRez sends the message via your selected delivery method and closes the popup. The customer receives the message containing the waiver link and can complete their waiver from their phone or inbox.

If you prefer to send the waiver link through your own email or messaging app, or if the customer is standing in front of you and can scan a code, use the copy button or QR code button instead of the send message tool.

Copy the link. Click the copy button next to the waiver URL in the Signed in Guests section. The link is now on your clipboard. Paste it into an email, text message, or any other communication channel you use with customers. The link is the same one that was originally sent in their waiver email and SMS, so it will direct them to the multi-guest waiver landing page for their order.

Share the QR code. Click the QR code button next to the waiver link. The customer can scan the code with their phone camera to open the waiver landing page directly. This is the same link encoded as a QR code.

The link that appears on an order's Overview is the same link customers were originally sent. Sending it again, whether through the in-WaveRez messaging tool, by copy-paste, or via the QR code, does not create a new waiver. It just gives the customer another way to access the one they were already assigned.

If a walk-in customer needs to sign a waiver but does not have an order in your system yet, you have two options.

Option 1: Create the order first, then send the waiver link from the order. This is the cleanest approach because the resulting signed waiver attaches to the customer's specific order and shows up in your Signed in Guests section. Create the order using the standard order-creation flow, then send the waiver link from the order's Signed in Guests section using the send message tool, the copy button, or the QR code.

Option 2: Use the generic waiver link. Each waiver in your account has a generic link that is not tied to any specific order. The link appears beneath the waiver name on the Waivers list (it follows the format https://waivers.waverez.com/[waiver-id]). When a customer fills out a waiver via this generic link, the submission is recorded in Completed waivers but is not associated with any order.

The generic link is useful when an order does not yet exist or will not exist (for example, a guest signing up at the dock who is just observing rather than participating). The tradeoff is the loss of order traceability. Staff will not see the signed waiver in any specific order's Signed in Guests section. Use the generic link only when you specifically do not need that connection.

This situation arises when you have published a new version of a waiver and you need a customer who booked under the old version to sign the current one. Their existing waiver link points at the old version, so simply re-sending their original link will not work.

Step 1 — Find the generic link of the new (current) waiver. Navigate to Waivers, find the active version of your updated waiver, and copy the URL displayed beneath the waiver's name.

Step 2 — Send the generic link to the customer. Paste the link into an email or SMS to the customer with whatever context you want to provide. They open the link and complete the new waiver.

Step 3 — Note that the new submission will not attach to their order. Submissions made through a generic link are recorded in Completed waivers but are not connected to the customer's original order. Their order will continue to show the original waiver in its Signed in Guests section, and the new submission will be a separate record.

WaveRez does not currently send customers a PDF copy of their completed waiver, and PDFs cannot be exported from Completed waivers at this time. Customer-facing PDF delivery is on the WaveRez product roadmap.

If a customer requests a copy of what they signed, you can take a screenshot of the View Waiver popup from your admin and email it to them. To open the View Waiver popup, navigate to Waivers > Completed waivers, find the customer's submission, and click on it.