Help / Online booking

Approve, decline or reschedule an online booking request

Answer the requests that wait in Requests: approve them, decline with a reason, or offer the client up to three other times.

A request holds its time so nobody else can book it, until someone answers. Any member of the shop team can answer.

Steps

Open Requests from the app menu. The subtitle says how many are waiting for your answer.
Each row shows the date and time, the pets, the household, the service, the groomer (or Unassigned) and the price. Click a row to open the booking.
To accept it, press Approve.
To refuse it, press Decline. Under Reason (sent to the client, optional) choose No reason, one of the ready-made reasons, or Write my own. Then press Decline and tell the client (Keep backs out).
To offer other times, press Suggest another time. Pick a date under Free times on, tick up to 3 times, and press Send suggestion.

Approve: "Approved and booked." The client is emailed the confirmation with a link to manage the booking, and texted if they agreed to texts.
Decline: the time is free again and the client is emailed. The email says nothing has been booked and they will not be charged, and includes your reason.
Suggest another time: the requested time is freed and the client gets your times with a link to book one. It is a decline that offers new times.
On a multi-pet visit, Approve and Decline act on the whole visit together.
The Waitlist tab beside Requests lists clients waiting for a time.

"That booking is not waiting for confirmation.": It was already answered, or it expired. Reload Requests.
"That booking changed while you were looking. Reload and try again.": Someone else answered first. Reload.
"Pick at least one time to suggest." or "One of those times was just taken. Pick again.": Tick at least one free time. If a time was taken, choose again. "No free time that day for this visit." has a Next free day link.
"Only the shop's team can answer requests.": Sign in as a member of the shop's team.
A request disappeared on its own.: If Unanswered requests is set in Settings > Online booking, a request nobody answers is declined automatically, the time is freed and the client is told.

The owner and admins get an email for every new request, with the pets, service, time and the time by which to answer. It does not include the client's name or phone.
Client replies to a decline reason are not handled here. The reason text can be up to 300 characters.