4. 4
Access your merchant portal through https://merchant.klook.com/login and login with your email, phone number, or username.
For new merchants, your main account login details will be assigned to you by your account manager.
You will need to change your password upon logging into our system for the first time.
Login Information
5. 5
Email Address Username
Phone Number
Login Information
Use either your registered email address, phone number, or username to log in
6. 6
Reset Password - Accounts registered with Email Address or Phone Number
If you forgot your password, click Forgot Password to reset
Only accounts registered as an email address or phone number can be reset by the Merchant
themselves.
Email password reset
Phone Number password reset
Login Information
7. 7
Username password reset instructions -
Contact your main account manager
Username password reset instructions - Reset by using the Main
Account
Reset Password - Accounts registered with username
If you forgot the password of an account registered as a
User Name, please contact your Main Account holder to
help reset your password by using the main account
Login Information
9. 9
Klook Homepage is the default page shown once you login to Klook’s Merchant Portal
Klook Homepage
Klook Homepage
Homepage
10. 10
Homepage - Task & Redeem Voucher
Tasks
- Covers data over the last 3 months
- Pending Bookings are only applicable to bookings that are not on instant confirmation
- Pending Amendment Requests are only applicable on bookings that are manually confirmed,
acceptance of the amendment request is dependant on merchants if confirm or reject
- If bookings are under instant confirmation, any amendment that customers make are
instantly confirmed and accepted no further actions are required
Redeem Voucher
- Only for Klook voucher codes (starts with KLK) - input
customer voucher codes to redeem their booking
11. 11
Best-selling activity
- See top selling activities under the business by last month, last week, or yesterday
My Activities
- Keep informed of activities and its status
- Published: Activity is live on Klook website
- Under Review: Activity has been drafted and submitted to editors for approval
- Drafts: Activity is currently being drafted
Homepage - Activities
12. 12
Data Overview allows businesses
to see their booking trends
- Filter at the top to see the
change either compared to
last month, last week, or
yesterday
- Redeemed Vouchers is only
applicable on Klook-issued
codes (starts with KLK)
Homepage - Data Overview
13. 13
Bulletin Board serves as a notification center for our partners to be aware of our latest
updates, initiatives, and news
- Click Show More > to see all communications from Klook
Homepage - Bulletin Board
14. 14
Resource Center will answer common FAQs and give further details on Klook processes . Use
this directory to learn more about how to navigate through our portal and work with Klook.
Homepage - Access our Resource Center
15. 15
Homepage - Suggestions
Suggestions & feedback
Enable merchant to provide user feedback on
each page of merchant portal, merchant PM
team will collect and analyze regularly to solve
problems
16. 16
Feedback list
Find answers to your questions or contact our
team regarding your issues through our Help &
Suggestions channel located at the bottom
right-hand corner of our Merchant Portal
website
Homepage - Help & Suggestions
18. 18
Inventory Mode: The method to set up inventory. Through Klook there are 2 main inventory modes: Daily Inventory and Unlimited
Inventory
Daily Inventory: Manually set the quantity of inventory available for customers to purchase
Unlimited Inventory: Quantity of inventory is unrestricted and no potential to be sold out
Timeslot: A scheduled time to indicate the set inventory quantity
Cut-Off Time: The time to stop accepting bookings from customers for the indicated timeslot (cut-off time is set to the merchant’s
local time)
All Day: Apply the inventory amount to the whole day
By Timeslot: Set inventory amount by certain time(s) of the day, inventory amount is seperated
Sold: Quantity of inventory that has been purchased by customer
Remaining Inventory: Quantity of inventory remaining left for purchase
Bulk Update: Apply the setting in a batch operation (apply to more than one selection)
Glossary
19. 19
Please refer to this detailed guideline for the timeslot and inventory management feature.
Detailed Guideline
21. 21
Manage Bookings
Manage and view customer booking details through the Manage Bookings tab. Here Merchants are able to filter
their booking list, tag and leave notes for internal teams, handle customer bookings, and view booking details.
22. 22
Booking Filter - Classification Type
Classification Type: For merchants who have different types of activities under their business, the Classification
type filter allows you to separate out your bookings based on the activity type. The Booking List is defaulted to
show all activity classifications.
Example A
Merchant A has both Transport and Experiences activities type. When selecting the filter, both options will be shown to
choose from. Merchant A can then choose to only look at Transport types and the bookings shown will only be related to
transport activities
Example B
Merchant B only has Experiences activities. This filter is not applicable and other types of selection will not show.
Examples of filtering by Classification type
23. 23
Booking Filter - Time
Search by Booking Time (time when customers made the booking) or
Participation Date(date customers indicated that they will join your activity/use your product)
Quick date range filters - Today, Last 7 days, Last 30
Days
24. 24
Booking Filter - Color Tag
Merchants are able to take advantage of our color tagging function to sort through and identify bookings. Each
booking can be tagged to a specific colors - it is in the merchant’s control how to associate the colored tag
with.
Need help thinking of how to color tag?
Here are some examples:
➔ Staff/Shift in charge
➔ Session grouping/type
➔ Customer requests/add-ons
25. 25
Booking List - Details
The booking list displayed will contain the customers information as well as the booking voucher details. Further
personal details of the customer such as email and phone number will only be displayed once the booking is
Confirmed.
Filter the list further by selecting the booking status Pending (for manual confirmation
bookings only), Confirmed, Canceled, and Expired
For Manual confirmation bookings,
prioritise further based on the
confirmation time for customers
Export booking list for
offline management
26. 26
Booking List - Control Booking List Information
Leave an internal note - this will not be shown
to customers or Klook customer service
Email and Phone number will be
hidden until the booking is Confirmed
Control what information to see
Select what information to show on the booking list.
Decide what details are relevant for your team. The
selected preference will be saved in the browser cookies
and applied for display next time the list is accessed.
27. 27
Experiences Classification - Further Booking Details page
Bookings that are under EXPERIENCE classification
type can enter the booking details page by clicking
booking number. Further booking details that will be
shown include customers’ booking information, such
as number of vouchers redeemed, redemption time,
etc.
28. Important Notice:
Only registered merchants can directly confirm a
customer’s booking (without assistance from the Klook
customer service team). Please contact your Klook
Account Manager if you are interested.
Manage Bookings via Merchant Portal (Web)
For non-instant confirmation
29. 29
Confirming Bookings on Web Portal
Step 1
Check all information is correct for the customer and click Confirm
30. 30
1. A window will pop-up once you click “Confirm”
2. You can add pick up / meet up time or location (for tours only) to
confirm the booking and input it in the designated area
3. You may be asked to insert a voucher number or upload
voucher(s)* to confirm a booking (if your activity is not using a
Klook Voucher with Klook Voucher Code for confirmation)
4. Click “Confirm”
*Please upload all vouchers of the order one by one using the “Add more”
button, The Klook Merchant System will merge the vouchers into one file
and send to the customer.
Confirming Bookings on Web Portal
Step 2
31. 31
Second Confirmation Notification
You can set the number of days to re-confirm a booking before its
participation date. This enables you to make any last minute
amendments before customers participate in their activity.
Confirm Bookings on Web Portal - Second Confirmation Notification
Step 2
32. 32
Rejecting Bookings on Web Portal
Step 1
If there is an issue with the booking or you are unable to confirm, select Reject
33. 33
After clicking on Reject, you must
submit a reason for declining
Different reasons will result to
different actions automatically
done by the portal
Step 2
Rejecting Bookings on Web Portal
34. 34
1. All bookings that are pending confirmation for this date/timeslot will
automatically be rejected
2. You can either choose to:
i. Automatically open this timeslot accept bookings again if any of the
previously confirmed bookings get refunded
ii. Close this timeslot and not accept new bookings regardless if an
existing customer cancels their booking and their slot becomes available
3. List down any other available dates/timeslots/other relevant information
as a 2nd option for customers. Our team will confirm with the customer
Step 3
Rejecting Bookings on Web Portal
Selected Reason: Fully booked
35. 35
Selected reason: Closure / Maintenance, Low Participants,
or Natural disaster / bad weather / strike
1. All bookings that are pending confirmation for
this date/time slot will automatically be rejected
2. The availability of date/time slot will be closed
immediately
3. List down any other available
dates/timeslots/other relevant information as a
2nd option for customers. Our team will confirm
with the customer
Rejecting Bookings on Web Portal
Step 3
36. 36
Selected Reason: “Out of merchant
service area”, “Wrong traveler
information”, “Wrong package” or
“Others”
1. If your reason for declining a booking is not
related to the availability of date/time slot, the
portal will keep all bookings that are pending
confirmations (no automatic rejection)
2. List down any other available
dates/timeslots/other relevant information as a
2nd option for customers. Our team will confirm
with the customer
Rejecting Bookings on Web Portal
Step 3
37. 37
● Rejected bookings will not be immediately cancelled.
● Your booking rejection request will be received by the Klook Customer Service Team. They will evaluate the request and may cancel the
booking directly, or revert to you after contacting the customers.
Important Notes for Rejecting Bookings
39. 39
Klook Vouchers
● Klook vouchers are vouchers that are using Klook code (starting with KLK)
● Customers can present 2 different formats of their voucher when redeeming: email PDF or
through Klook app
PDF
Klook App
Activity name
package selected
Customer name
Booking reference
Amount
Participation date
40. 40
Step 1
1. Go to “Homepage” and find the Redeem Voucher section
2. Input the Klook Voucher Number shown on the customer's Klook Voucher
3. Click “Submit”
A Klook Voucher Number is typically composed of “KLK” in capital followed by an 8 or
10-digit number
Redeeming Klook Vouchers on Web Portal
41. 41
1. Cross-check the voucher information and make sure you are redeeming the correct voucher
2. Click “Redeem”
Redeeming Klook Vouchers on Web Portal (continued)
Step 2
42. 42
Error Notice – You will receive an error notice if the voucher number you’ve entered is invalid or has already
been redeemed.
Redeeming Klook Vouchers on Web Portal (continued)
Step 2
43. 43
Don
Successfully Redeemed – You will receive a redemption notice when the voucher has been successfully redeemed
Redeeming Klook Vouchers on Web Portal (continued)
Step 3
Redeemed voucher will then show up under Redemption records
44. 44
Redemptions * – Check voucher redemption history for your activities
* Redemption History check is for activities using Klook
Full Day
Tour
KLK0066600666 ABC123456 user account Web
Hong Kong
Island Tour
Adult
Redemptions
46. 46
- Access all reviews left under your activities by Klook customers
- Filter by review/participation date and sort by the review rating/number of stars
- Refer to the Booking Reference ID to know details of their booking and which staff was in charge of
the customer
Reviews
48. 48
Booking Reports – Check booking reports with unit price and total revenue for each booking.
Please contact your Klook account manager for inquiries related to access/controls
Booking Reports
KBRXXXXXXXXXX
KBRXXXXXXXXXX
HKD 40,000.00
HKD 40,000.00
HKD 80,000.00
Overview of the payment agreement
and report generated frequency
49. Main Account - User Access Roles
Setting Up your Sub-Accounts (WEB)
Important Notice: This is only applicable to the main account holder. If you have questions
regarding your access, please contact your account manager.
50. 50
Roles and their accesses
Role Name Role Description
Admin Can operate all functions
Customer support agent Can check bookings, confirm and reject
bookings, export bookings, cannot check
cost price.
Redemption agent Can redeem vouchers and check
redemption records
Finance officer Can view booking report, download booking
report
Finance manager Can view booking report, download booking
report and confirm/reject booking report
Operator Can check dashboard, edit time slot &
inventory, check reviews and check and
export bookings(with cost price)
You are also able to customize your role to specific permissions if these Roles do not fit your need
Important Note: Only a business’s Main Account can create and edit Sub-Accounts for the Merchant Portal
51. 51
To access your Sub-Account List, Main accounts can select
Account Management under their profile
The sub-account’s role selection will be displayed here.
Based on the Role selected, the default permissions for
these roles will be applied
If you need to edit or update the Role of a
sub-account, select Edit
Accessing your Sub-Account List
52. 52
To add a sub-account, select Add
Sub-Account to begin the process
Adding a New Sub-Account
53. 53
Main Account holders will need to set their
sub-account as an Email, Phone number, or
Username
Adding a new Sub-Account
54. 54
Select the role(s) for the
sub-account after creating the
account.
Permission details will be
displayed when you select the
role
Selecting a Role for your Sub-Account
55. 55
Managing the role for your Sub-Account
All the roles are shown over here.
Merchant can click here to add new role, if you
would like to customize a role that does not fit
into what the system provides
- step 1. input the new role name
- step 2. check the permissions for the
role.
The new role will be added and available for
your sub-accounts
The selected role will display permissions it
contains and section of the portal it is
displayed in
The table will
show
permissions
accordings to
the device
type(web
and app)
56. 56
Once the sub-account has been created, its details will appear under your Sub-Account List
If your sub-account email address or phone
number does not receive an activation
message, you can click the ‘Resend
Activate Message’ to resend it again
Your Main Account can
lock, unlock, or delete
sub-accounts
Your Main Account can
check and edit your
sub-account
permissions
The default maximum accounts a merchant can have is 10 (1 main account & up to 9 sub-accounts). If you
require more than 9 sub-accounts, please contact your Klook Account Manager
Main Account Management on Web Portal
58. 58
Company Profile settings
To view and edit your company information, contacts, payment
information, and language settings, locate your Company Profile
settings below your account options
59. 59
Company Profile settings
- All information should be provided in English
- All account types - either sub or main can update the information, you will be able to view the edit log to
see who did the latest update
Basic Information: Company name & address
Contact Information: Main business contact, operations contact, and finance
contact
Settlement Information: Filled out by your account manager based on agreed
terms
Payment Information: Payment method and details
Manage Language: Email notification and Booking report language settings
60. 60
Company Profile settings - Settlement Information
Settlement Info can only
be viewed as this has been
set by your Account
Manage, for any changes
to this please contact your
Account Manager
The currency that will be used in
settlement/booking reports
This is how the transactions will be settled and
determines the booking report's type
The cycle of settlement
The condition that your transactions
will be settled
Whether we will send you booking
reports by emails
61. 61
Company Profile settings - Payment Information
Payment information can
be reviewed and updated
through your settings. Any
changes made on
Payment settings are
subject to approval.
You’re able to view the history of changes made by selecting Edits log
63. 63
Klook Voucher - PDF A4 Version
Ticketing section is on top of the voucher
● Information included:
○ Activity Name / Package Name
○ Location
○ Name of Lead Traveler
○ Quantity
○ Date & Time
○ Klook Voucher Number & QR Code
● Agent vouchers will look exactly the
same but display the logo of KLK Technology.
● Each booking will be placed under one voucher, regardless of the
quantity/units purchased
● The voucher language may differ, depending on the
language that the guest used to book.
● Guests may contact you directly through the contact information
you provided. Please contact your account manager if you would
like to update your contact information.
64. 64
Activity Name /
Package Name
Voucher Number
QR Code
Participation Date & Time
Quantity & Unit
of Items Purchased
Ticketing Section Design - A4 PDF
1x Adult
Customer Name
Booking Reference
65. 65
Mobile Voucher
QR Code
Activity Name / Package Name
Quantity & Unit of
Items Purchased
Participation Date & Time
Voucher Number
Location
Name of Lead Traveler
