AddisFly - Reassign Customer SOP — Wrong-Customer Bookings
Reassign Customer SOP — Fixing a Booking Billed to the Wrong Customer
Who: Finance team (Accounts roles), Sales Manager, Booking Admin. Agents do not see this button.
When: a booking is billed to the wrong customer. (For "Unassigned (Import)" / "Walk-in" placeholders, keep using Assign Customer.)
Steps
- Open the booking (search its number, e.g.
BKG-2026-18907). - Top-right: Finance → Reassign Customer.
- In the window:
- Correct Customer — type and pick the right one.
- Reason — one honest sentence (e.g. "Sold to Fly Eagle, wrongly recorded on Ethio Fly"). Mandatory — every reassignment is recorded with your name, reason and date.
- Click Reassign. The system handles the accounting by itself:
| Situation | What happens |
|---|---|
| 🟢 No invoice yet (or draft) | Moves instantly; a draft invoice is corrected automatically |
| 🟡 Invoice exists, not paid | Wrong invoice reversed with a credit note + new draft invoice created for the right customer. You never touch the accounting |
| 🔴 Invoice exists and PAID | System refuses ("Payment Already Recorded") and automatically sends the case to the Financial Controller as a task. Nothing more for you to do |
- Check: the booking shows the correct customer, and the comment at the bottom records who / from → to / why / credit-note & invoice numbers.
Automatic bonus: related records of the same ticket (exchange / refund rows) still on the wrong customer move together.
The one rule
Never work around it. No editing invoices, no asking IT to unlock the field. If the button refuses, the system is protecting the customer ledgers — and the Controller already has the task.