Common Actions

From the Booking Detail page, you can take various actions depending on the booking's current status. This page explains what each action does, when it's available, and what happens when you use it.

Accessing Booking Actions

  1. Go to All Bookings from the sidebar
  2. Click any booking row to open its Booking Detail page
  3. The action buttons appear at the top of the detail page

The buttons that appear depend on the booking's current status. For example, you'll only see "Confirm" for Pending bookings, and "Complete" for Confirmed bookings whose appointment time has passed.

{primary} If an action button is missing, it means that action isn't available for the booking's current status. For example, you can't complete a future booking or confirm an already-confirmed booking.

Confirm a Booking

Available for: Pending bookings

When you confirm a booking, you lock the reservation. The customer receives a confirmation email, and the booking moves to Confirmed status.

  1. Open the booking's detail page
  2. Click the Confirm button
  3. The status changes to Confirmed and the customer is notified

{info} If you have auto-confirm enabled in your settings, Pending bookings may be confirmed automatically within 24 hours if payment has been received.

Complete a Booking

Available for: Confirmed bookings (only after the appointment time has passed)

Marking a booking as Completed finalises it. This tells the system the service was delivered.

  1. Open the booking's detail page
  2. Click the Complete button
  3. The booking moves to Completed status

For bookings with an outstanding balance:

  • If the booking has a remaining balance, completing will prompt you to collect the due payment first
  • You can collect payment (cash, in-store card) as part of the completion flow
  • If you choose to skip collection, the booking may move to Completed with Due instead

{warning} You cannot complete a future booking. The system only allows completion after the appointment end time has passed.

Complete a Booking with Due (from Completed with Due status):

For bookings that are already in Completed with Due status, click Mark as Paid to finalise them as fully Completed. This action is final — the customer receives a completion notice and may be prompted to leave a review.

Cancel a Booking

Available for: Pending, Confirmed, Payment Hold, and Completed with Due bookings

Cancelling a booking releases the time slot and resources. Depending on the booking's payment status, you may need to handle a refund.

  1. Open the booking's detail page
  2. Click the Cancel button
  3. A confirmation modal appears. If the booking has been paid, you'll see a refund summary showing:
    • How much was paid
    • What the cancellation policy says about refunds
    • Estimated refund amount
  4. If a refund is due, choose a refund method:
    • Card (gateway) — refund is processed through the payment processor back to the customer's card
    • Cash (offline) — you give the refund in person. You must confirm the cash was handed to the customer
  5. Optionally enter a cancellation reason
  6. Confirm the cancellation

{danger} Cancellation is irreversible. The booking status changes to Cancelled, the time slot is released, and any refund is processed.

For recurring series bookings:

  • You can choose to cancel only this occurrence or this occurrence plus all future bookings in the series
  • Past occurrences in the series are not affected

Mark as No Show

Available for: Confirmed bookings (only after the appointment start time has passed)

Use this when the customer didn't arrive for their appointment.

  1. Open the booking's detail page
  2. Click the No Show button
  3. A financial summary modal appears showing:
    • How much the customer paid
    • How much you retain under your no-show policy
    • How much is refunded (and whether it's automatic or manual)
    • Any platform commission already recorded
  4. Review the summary and confirm

{info} The no-show policy is based on your service settings. Card payments may be refunded automatically. Cash payments may need manual handling.

Collect Due Payment

Available for: Bookings with an outstanding balance

When a customer owes money (for example, a deposit was paid but the balance is due), you can collect it directly.

  1. Open the booking's detail page
  2. Click Collect Due Payment
  3. Enter the amount collected
  4. Select the collection method:
    • Cash — record cash received
    • Card (In Shop) — record in-person card payment
  5. Optionally upload payment proof (a receipt, bank slip, or signed note)
  6. Enter a payment reference (optional)
  7. Confirm the collection

The booking's payment status updates based on the amount collected. If the full balance is collected, the payment status changes to Paid.

Available for: Bookings with an outstanding balance and a valid payment setup

If a customer needs to pay online, you can generate a payment link and send it to them.

  1. Open the booking's detail page
  2. Click Generate payment link (or Copy Payment Link if one exists)
  3. A secure link is generated with an expiry time
  4. Share the link with the customer (via email, SMS, or any channel you prefer)

The customer opens the link, completes payment online, and the booking's payment status updates automatically.

{primary} An existing payment link can be copied and shared multiple times. If a link expires, generate a new one.

Sync Payment Status

If a customer has paid online but the booking's payment status hasn't updated, click Sync payment status to refresh it. This checks the payment gateway for any recent payments and updates the booking accordingly.

{info} The sync button is useful if the customer says they've paid but the system hasn't caught up yet. In most cases, payment status updates automatically.

Send Appointment Reminder

Available for: Confirmed bookings (up to 2 reminders per booking)

You can send a manual appointment reminder to the customer.

  1. Open the booking's detail page
  2. Click Send reminder
  3. The customer receives a reminder notification (email or SMS, depending on their preferences)

A booking can receive up to 2 manual reminders. The button shows how many are left (for example, "Send reminder (1 left)").

Add Retail Items

Available for: Pending and Confirmed bookings

If your business sells retail products (for example, a beauty salon selling shampoo, or a rental company selling spare parts), you can add them to a booking as line items.

  1. Open the booking's detail page
  2. Open the Items section
  3. Click Add Item
  4. Search for a product from your catalog, or enter a custom item name and price
  5. Set the quantity
  6. The item total is calculated and added to the booking's total

Retail items are separate from the service price and add-ons. They appear in the booking's pricing breakdown.

Open a Dispute

Available for: Completed bookings (within a configurable time window)

If a customer disputes a charge, you or the customer can open a dispute from the booking detail page.

  • For bookings paid through the platform's payment system, the dispute goes to the Reservai admin team for review
  • For bookings paid through your own payment account, the dispute goes to you for initial review

The dispute tracks the requested amount, resolution notes, and status throughout the process.

Download an Invoice

Available for: All bookings with a payment record

You can download a PDF invoice for any of your bookings. The invoice includes:

  • The business name and booking details
  • A complete pricing breakdown (base price, add-ons, tax, total)
  • Amount paid and amount due
  • A QR code for verification
  • The booking status

{info} Customers can also download their own invoices from their account or from the confirmation email.

Edit a Booking

Available for: Bookings that are not yet completed, cancelled, or marked as no-show

You can edit certain details of an existing booking — for example, change the date, time, resource, or add-ons.

  1. Open the booking's detail page
  2. Click Edit booking
  3. The booking wizard opens in edit mode with the current details pre-filled
  4. Make your changes
  5. On the payment step, review any price changes:
    • If the new total is higher, the customer needs to pay the difference
    • If the new total is lower, a refund may be due based on your cancellation policy
  6. Confirm the changes

{warning} The service itself cannot be changed during editing. Only date, time, resource, add-ons, and customer details can be modified.

What Staff Can Do

Staff members can see the same action buttons as the provider, but their ability to use them depends on their role's permissions:

  • Staff need the Bookings module permission to access the booking list and detail
  • Specific actions (confirm, complete, cancel, etc.) may be restricted per role
  • Financial actions (refunds, payment collection) may require additional permissions

{info} If a staff member can see a booking but can't find an action button, their role likely doesn't include permission for that action. The provider can update role permissions in the Roles & Permissions section.

Tips & Best Practices

  • Confirm promptly — customers appreciate the security of a confirmed booking
  • Complete after service — marking bookings as Completed triggers reviews and payment processing
  • Use No Show carefully — it has different financial implications than Cancelled
  • Collect due payments quickly — the sooner you collect, the sooner the booking is fully finalised
  • Send payment links for online collections — it's easier than handling card details manually
  • Keep a record of cash refunds — use the cash reference field and payment proof upload for your records