What Happens to Existing Orders When You Publish a New Waiver

When you publish a new waiver and assign it to a trip in WaveRez, the system needs a way to send waiver links to customers who already booked that trip before the waiver existed. WaveRez handles this somewhat automatically: the first time any partner opens the order details of a qualifying pre-existing order, the system generates a waiver link for that order, sends a waiver notification to the customer using the contact information on file, and records the send event in the order's Log. The partner sees a confirmation message at the bottom of the screen letting them know the link was created and sent. This process runs once per order, automatically, with no additional action required from the partner.

This automatic waiver send only applies to orders that were created before a waiver was published and assigned to the relevant trip. The trip date on the order does not matter.

The behavior triggers when all of the following are true:

Orders created after the waiver is published do not need this catch-up step. New orders automatically generate and send their waiver link as part of the standard order confirmation flow.

The trigger is the act of opening the order details. The partner does not need to click any button, confirm any prompt, or take any other action. Opening the order is the entire interaction.

Step 1 — Open the order. Go to Orders in the left menu and click the order you want to view. The order details screen opens to the Overview tab.

Step 2 — WaveRez generates the waiver link and sends the notification. The moment the order details load, the system creates the waiver link for the order, sends the waiver notification to the customer using the email and phone number on file, and writes a record of the send to the order's Log.

Step 3 — Confirm the send completed. A green confirmation message appears at the bottom of the screen reading "Waiver link has been created and the customer notification has been sent with this link." The Signed in Guests section on the Overview now displays the waiver link, the copy button, the QR code button, and the send message icon, the same as any other order.

This send happens only once. If you close the order and reopen it, the message does not reappear and the customer is not notified again. The Signed in Guests section continues to display the waiver link from that point forward, and you can resend the link manually at any time using the send message icon, the copy button, or the QR code button.

The customer receives the same waiver notification they would have received if the order had been placed after the waiver was published. The notification is sent to whatever contact information is on the order at the time the partner opens it. The link directs the customer to the Complete Your Waivers landing page for their order, where they fill out and sign the required waiver.

The waiver link is always generated when the partner opens the order, regardless of whether the order has contact information on file. The send behavior depends on what contact information is available:

If the order has no contact information, the partner can still share the waiver link manually using the send message icon (after updating the order's contact info), the copy button, or the QR code button in the Signed in Guests section. For full steps on those options, see Sending a Waiver to an Existing Customer.

Every automatic waiver send is recorded on the order's Log tab. The Log entry confirms that the link was generated and the notification was sent, along with the timestamp of the send. Use the Log to verify the send if a customer reports not receiving their waiver notification, or to audit when the catch-up send happened for a specific order.

To view the Log, open the order and click the Log tab at the top of the order details screen.

The summary below covers how waiver links are handled for orders depending on when they were created in relation to the waiver's publish date.

In plain terms: WaveRez sends a waiver notification to every customer who has an order on a trip with a published waiver. For new orders, this happens at the time of booking. For orders that existed before the waiver was published, it happens the first time a partner opens the order details. The partner does not need to do anything to trigger the catch-up send beyond opening the order, and the system records the event on the order Log for verification.

Symptom: A customer who booked before the waiver was published reports that they have not received a waiver email or SMS.

Cause: If no partner has opened the order details since the waiver was published, the automatic catch-up send has not been triggered. The notification only fires when a partner opens the order for the first time post-publish.

Resolution: Open the order from the Orders list. The system will automatically generate the waiver link and send the notification, and the green confirmation message will appear at the bottom of the screen. If the customer still does not receive the notification, verify the order has valid contact information on the Customer Info tab. If contact information is missing, update it and then resend the link manually using the send message icon in the Signed in Guests section.

Symptom: The partner opened a pre-existing order on a trip with a waiver, but no green confirmation message appeared at the bottom of the screen.

Cause: The most likely cause is that another partner already opened this order after the waiver was published, which triggered the catch-up send at that time. The automatic send only fires once per order.

Resolution: Check the order's Log tab to confirm whether a waiver notification was already sent. If the Log shows a previous send, the customer has already been notified. If the Log shows no send and the order qualifies (created before the waiver was published, on a trip with a currently-published waiver), contact WaveRez support.