Online bookings arrive as Needs confirmation and wait for you: they are never confirmed or released by themselves. The number next to Reservations in the menu shows how many are waiting, and each new one is emailed to your Email on documents in Business details.
Every online booking comes from a phone number verified on WhatsApp, so you can always call or message the customer.
To confirm a booking:
- Open Reservations and the Needs confirmation tab.
- Open the booking and press Confirm & assign.
- Tick the workers. Only those free at that time, within their working hours and trained for the service can be ticked.
- Add a note if you like, then press Confirm booking.
The team then sees the job on their phone.
To move a booking to another day, drag it on Schedule, Team, pick one of the Free times and press Move job. Workers free at the new time stay on it, and a paid deposit stays with the booking. Customers can also change the time themselves: see Customers: changing or cancelling a booking.
To cancel, open the booking and press Cancel booking. If the customer paid a deposit, the box Refund the … deposit is ticked or not by your refund rule (Business details, Payments, Deposit when booking online). Change it if needed, then press Cancel booking. The time is free again, and a refund goes back through HitPay to the card or account the customer paid with.
Customers are told of each change by email, or in your App. Tell those with neither yourself, for example on WhatsApp.
To refund a deposit you kept, or one that failed, open the booking and press Refund deposit or Try again. Paid it back outside the system? Press Mark as refunded.