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. WaveRez does not currently have a built-in "Resend waiver" button, but the order Overview gives you the tools to handle each of these situations. This article walks you through every scenario.
A Customer Says They Did Not Receive Their Waiver Email
The fastest path is to copy the waiver link directly from the order and send it to the customer through your own email, SMS, or messaging app.
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 their trip. Each trip on the order has a Signed in Guests section that displays the unique waiver link for that order, a copy button, and a QR code button.
Step 3 — Copy the waiver link. Click the copy button next to the waiver URL. The link is now on your clipboard.
Step 4 — Send the link to the customer. Paste the link 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.
Step 5 — If the customer is on-site, offer the QR code instead. Click the QR code button next to the 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 does not create a new waiver. It just gives the customer another way to access the one they were already assigned.
A Walk-In Customer Without a Reservation Needs to Sign
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 share 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 follow the steps in the previous section to copy the link and share it.
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.
A Previously-Booked Customer Needs to Sign an Updated Waiver
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.
A Customer Wants a Copy of Their Completed Waiver
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.