Scheduling

Managing bookings

Everything that happens after a guest books — finding the right appointment, and changing it.

There are two Bookings pages. Your personal Bookings page shows appointments where you are the assigned rep, plus bookings on your own event types that nobody else was assigned. The org Bookings page (org admins only) shows every booking on the organization's event types, across all members. Members' personal bookings never appear there.

Finding a booking

The search box above the list matches, case-insensitively, on any part of:

• Guest name
• Guest email
• Guest phone
• The service address, including the apartment or unit line
• The guest's notes — the free-text box on the booking form

Partial matches work, so larkspur finds 77 Larkspur Terrace and 555-0142 finds a phone number stored as +1-555-0142. Search runs against the tab you're on and stacks with the other filters, so searching while the Cancelled tab is open returns only cancelled matches. Clear the box to go back to the full list.

Search does not match answers to your custom booking questions. If you need to find bookings by something a guest typed into an intake field — a vehicle VIN, a breed, a model number — ask for it in the notes field as well, or tell us and we'll look at extending search to cover answers.

The count badges on the Requests and Payments tabs are totals for your whole account. They deliberately ignore the search box, so they stay steady while you type.

Tabs on your personal Bookings page

• Upcoming — confirmed appointments in the future.
• Requests — bookings awaiting your approval, if an event type uses manual approval. A badge shows how many are pending. Approving secures the slot; declining lets you send the guest a reason.
• Past — appointments whose start time has passed, including any marked as a no-show.
• Cancelled — cancelled bookings, kept for the record.
• Payments — every booking with money attached, filterable by payment status: Paid, Refund due, Refunded, Denied, and Failed. A badge counts refunds awaiting your decision.

If you use the Dispatch add-on, a Guest / Service filter appears so you can separate guest bookings from internal service visits. It only shows up once you actually have service visits.

Filters on the org Bookings page

• Group — narrow to the members of one group.
• Type — all types, guest bookings only, or service visits only.
• Bookings / Payments — switch between the schedule view and the money view.
• The same search box, scoped to your organization's bookings.

The org list pages in tens; changing any filter takes you back to the first page of results.

Changing a booking

• Reschedule — available on confirmed, future bookings. Pick a new slot from the same availability rules the guest saw. The synced calendar event moves and the guest is emailed.
• Reassign — org page only, on confirmed future bookings. Hand the appointment to a different rep. The guest is emailed that their rep changed.
• Mark as no-show — available once the start time has passed. This is what makes your no-show rate real rather than a guess, and it can be undone.
• Cancel — removes the synced calendar event and notifies the guest.

Refunds

If you cancel a paid booking, it is refunded automatically. If the guest cancels, it is flagged Refund due and the decision is yours: refund it, or deny the refund with a reason that is stored on the booking and emailed to the guest. Denied bookings stay refundable if you change your mind. See Refunds for the full flow.

When you can't find a booking

• Check the tab. Search only looks inside the current tab. A booking you cancelled last week is on Cancelled, not Upcoming.
• Try the address instead of the name. Guests often book under a different name than the one on the account — a spouse, an assistant, a property manager.
• Searching for an intake answer won't work. Booking-question answers aren't searchable; see above.
• On the org page, personal bookings are out of scope. A booking made on a member's personal event type never appears on the org Bookings page, even for an admin. Ask the member to look on their own Bookings page.
• On your personal page, other reps' bookings are out of scope. You see bookings assigned to you, not the whole team. Org admins can see everything on the org page.