Help / Online booking

What clients see when they book online

The steps on your booking page, from picking pets to the confirmation, so you can answer client questions.

Clients book at your booking link without an account. This article walks through what they see.

Steps

The client chooses New here or I've booked before. Returning clients enter their email, press Email me a code, and type the 6-digit code (it works for 10 minutes).
Pets: they add each pet with name, Dog or Cat, breed, approximate weight and optional coat notes, or tick their pets on file.
Service, then Add-ons, for each pet. The price shown is for the pet's size. A service that is not bookable online shows Call to book.
Groomer: they pick a groomer or First available.
Details: name, email and mobile number (all required), three unticked boxes for emails and texts, and an optional note for the groomer.
Time: they pick a day and a time. For several pets they choose Together, Side by side or First available, then press Hold this time.
Review: they check the line items and estimated total and press Confirm booking.
Afterwards, clients can sign in to My account with the same emailed code (a 30-day sign-in in that browser) to rebook, edit a pet's weight and notes, change their name, mobile number and contact switches, and cancel when the shop allows it.

A countdown ("Held for m:ss") while their time is reserved. Leaving the page or pressing Back releases it.
If your rules need approval, the last page says Request sent and The shop will confirm shortly. There is no calendar button until you confirm.
Otherwise: You're booked, an Add to calendar button, and "We emailed your confirmation".
No card is taken online. The page says the final price is settled at pickup.

"That time was just taken. Pick another.": Someone else got it first. The client picks another time.
"Your hold on that time ran out. Pick a time again.": The countdown reached zero. The client returns to the Time step.
"That code is not right." for a returning client.: Codes are sent only to emails already on your client list. Ask the client for the email you have on file, or have them book as New here.
"We can't book this one online. Please call the shop.": The client is marked blocked in your records.
"Too many tries. Please wait a moment and try again.": The page limits repeated attempts. Wait a few minutes.
A client cannot find a Cancel button, or wants to reschedule.: Online cancellation exists only when the shop has a cancellation window set and the appointment is outside it; otherwise they see "To change or cancel, call <phone>." There is no setting in the app for the window. Clients cannot reschedule online or cancel a pending request: they cancel and rebook, or call, and you can move it on the calendar.
Text switches in My account are locked.: The client replied STOP. They text START to turn texts back on.

Clients do not choose a price or pay a deposit online.
A client's text boxes start unticked. Reminder and offer texts are sent only if they tick them.