The Point of Sale (POS) flow is your in-person booking tool. When a customer walks into your location, calls you on the phone, or you need to create a booking on their behalf, you walk through the wizard together and finalise everything on the spot — no customer account required.
The POS flow gives you capabilities that the customer-facing booking page does not. Use POS when:
{primary} POS bookings are labelled with a POS source in the booking list so you can easily tell which reservations were created in person versus online.
{info} If you have staff who need POS access, make sure their role includes the POS module permission in Roles & Permissions.
The first step is to identify who the booking is for. You have two options:
If this customer has booked with you before, type their name, phone number, or email into the search field. Type at least 2 characters to start searching. The results show matching customers — click Select next to the right person.
Once selected, the customer's saved details are used for the booking. You see their name and contact info at the top of the wizard for the rest of the process.
If this is a first-time customer, click Create Walk-in and enter their details:
| Field | Required | Notes |
|---|---|---|
| First name | Yes | |
| Last name | Yes | |
| Phone number | Yes | The primary way to reach the customer |
| Email address | No | Providing an email lets the customer receive a confirmation and manage their booking through a secure link |
| Address | No | Only needed if your service requires it (e.g., home services) |
{info} After entering the walk-in details, click Continue to proceed. You can change the customer later by clicking the change button next to their name.
Ahmed walks into your barbershop. You type "Ahmed" in the search field, see his name appear, and click Select. The wizard now shows "Ahmed" at the top and moves you to the next step.
A new customer named Sara walks in. You click Create Walk-in, enter "Sara", "Smith", and her phone number "555-123-4567". You skip the email since she doesn't want to receive one. Click Continue.
Choose the service the customer wants to book.
{primary} Only active services appear here. If a service is missing, check that it's activated in the Services section.
In POS, you see all of your active services regardless of how they are configured. Unlike the customer-facing booking page, there are no hidden or conditional services. Every active service you've created is available for you to book on behalf of a customer.
After selecting the service, you may be asked to pick a resource — a room, vehicle, piece of equipment, or staff member that the service requires.
This is one of the most important differences between POS and the customer-facing booking page:
| Scenario | Customer Online | Provider (POS) |
|---|---|---|
| Resource selection mode is Hidden | Resource step is skipped — customer never sees it | Resource step is always shown — you must select a resource |
| Resource selection mode is Required | Customer must choose a resource | You must choose a resource |
| Resource selection mode is Optional | Customer can skip the step | You can skip or select |
| Multiple resources assigned to the service | Customer sees all available primary resources | You see all primary resources assigned to the service |
| No resources assigned to the service | Step is skipped entirely | Step is skipped entirely |
{warning} In POS, you always see the resource selection step if the service has resources assigned, even when the resource selection mode is set to "Hidden". This gives you full control over which resource to assign.
The resources shown are the primary resources assigned to the service. These are the main items that are booked for the full duration of the appointment. For example:
Related resources (e.g., life jackets for a boat tour, towels for a massage) are handled automatically by the availability engine — you don't see them here.
Selecting a resource determines:
{primary} If a resource doesn't appear in the list, it means it hasn't been assigned to the selected service. You can manage resource assignments in Services > All Services.
You're booking a "Sunset Boat Tour" for a walk-in customer. The service has two boats assigned: "Sea Breeze" and "Ocean Queen". You select "Sea Breeze" because it's available. The calendar will now show only dates and times when "Sea Breeze" is free.
If your service has optional add-ons (for example, hair treatment with a haircut, insurance with equipment rental, or gourmet meal with a yacht charter), this step lets you add them.
Each add-on shows:
Some add-ons have options where the customer chooses a specific variant. For example:
Required option groups have their first option pre-selected. You can change it if the customer prefers a different option.
{info} Add-ons are optional. If the customer doesn't want any extras, simply proceed. The price updates in real time as you make selections.
This step has three parts depending on your service type:
A calendar shows available dates for the selected service and resource. Dates with available slots are highlighted — you can click to select one. Navigate between months using the arrows.
After picking a date, the available time slots appear. Each slot shows the start time and whether it's available. Slots that are already booked or outside working hours are hidden.
{info} The gap between slots accounts for the service's buffer time and any sequential add-on durations. For example, if the service has a 15-minute buffer, a 60-minute appointment at 09:00 means the next slot starts at 10:15, not 10:00.
{warning} If no time slots appear for a date, it means the resource is fully booked or outside operating hours for that day. Try a different date or resource.
If the service supports group bookings (e.g., a yoga class that can accommodate multiple people), you can set the number of participants. This appears before the calendar:
For services that rent by the day (e.g., equipment rental, boat charter), instead of picking a start time, you choose:
The system calculates the end date based on your operating days (skipping closures and non-operating days).
If the service has recurring bookings enabled, you will see a Set as recurring toggle after selecting the date and time. Enabling this lets you create a series of bookings.
{info} Recurring bookings are explained in detail in the Recurring Bookings section below.
This step shows a complete summary before you proceed to payment:
For recurring bookings, the cart also shows:
{primary} Review everything carefully before proceeding. Once payment is processed, changes require an amendment (see Editing an Existing Booking).
The payment step is where POS differs most significantly from online booking. You have more flexibility in how you handle payment.
Depending on your service settings and your payment gateway configuration, you may see the following options:
Select this when the customer pays in cash at the counter. The booking is created with Paid status immediately. A cash charge ledger is recorded for your financial records.
Best for: Walk-in customers who pay right there.
Example: A customer books a haircut priced at 200 and hands you cash. You select "Cash — Mark as Paid". The booking is created as fully paid.
Select this when the customer will pay later (e.g., at the time of service, or via bank transfer). The booking is created with Awaiting Payment status and a zero paid amount.
Best for: Phone bookings where the customer will pay on the day, or customers you invoice.
Example: A regular customer calls to book a massage priced at 150 for next week. You create the booking with "Pay at Service". The booking shows as unpaid. On the appointment day, the customer pays in cash and you mark it as collected from the booking detail page.
Select this to generate a secure online payment link that you can send to the customer via email or text message. The customer pays online using their credit or debit card.
When you select this option, a popup asks you to choose an expiry time:
| Option | Expiry | Best For |
|---|---|---|
| Short (1 hour) | Payment link expires in 1 hour | Customer is with you and can pay on their phone right now |
| Long (24 hours) | Payment link expires in 24 hours | Customer will pay later today or tomorrow |
The booking enters Payment Hold status until the customer pays. If they don't pay within the expiry window, the booking remains on hold.
{warning} The payment link is sent to the email address on the booking. Make sure you have the customer's correct email before using this option.
Unlike online bookings, the standard Credit/Debit Card (online card form) and Cash on Delivery (COD for web) options are not available in POS. Instead, card payments are handled through the Send Payment Link option.
If the service requires a deposit, you'll see an additional choice when you select a payment method (except "Pay at Service"):
| Option | What Happens |
|---|---|
| Collect Full Amount | The customer pays the entire booking total now. For recurring Full Upfront series, this means the full series total. |
| Collect Deposit Only | The customer pays only the minimum deposit amount. The remaining balance is due later. |
The deposit amount is calculated based on your service settings:
{primary} When you select "Collect Deposit Only" with cash, the booking is marked as Partially Paid. With a payment link, the link is for the deposit amount only.
When editing an existing booking, the payment step shows additional information:
For POS edits, you control how refunds are handled for each payment the customer previously made. See Editing an Existing Booking for details.
A customer books a deep tissue massage priced at 300. You select Cash — Mark as Paid. The booking is created as Paid with a ledger entry of 300.
A customer books a boat tour priced at 500 that requires a 20% deposit (100). You select Send Payment Link, choose Collect Deposit Only, and set the link expiry to 1 hour. The customer receives an email with a payment link for 100. They pay online, and the booking moves to Pending with a status of Partially Paid (since 100 of 500 has been collected).
After payment is set, the booking is created. The confirmation screen shows:
BK-1024)From the booking detail page, you can:
If a customer wants something that isn't in your service catalog, you can create a custom service on the spot during POS:
The custom service is used for this booking only — it does not create a permanent service in your catalog. It appears on the booking record and in reports as a custom service.
{info} Custom services are ideal for one-off situations or special requests. For services you offer regularly, create a proper service in the Services section.
One of the most powerful features of POS is the ability to edit existing bookings. As a provider or staff member, you can modify bookings that the customer would not be able to change online themselves.
From the booking detail page, click Edit Booking. This opens the same POS wizard, pre-filled with the booking's current details:
Every change creates a Booking Amendment record that tracks:
This creates a complete audit trail so you always know what changed and when.
{info} The service itself cannot be changed when editing. If the customer wants a completely different service, cancel the existing booking and create a new one.
When you edit a booking that has already been paid (partially or fully), the system calculates:
| Scenario | What Happens |
|---|---|
| New total is higher | You need to collect the difference. You can choose a payment method for the additional amount. |
| New total is lower | A refund is required. You control how much to refund and by what method. |
| Total is the same | No financial settlement needed. The booking is updated with the new details. |
When editing a booking that results in a refund, POS gives you full control over how the refund is handled. For each previous payment the customer made, you see:
You can choose different refund methods for different payments:
| Refund Method | Description |
|---|---|
| Cash | You give cash back to the customer at the counter. Use this for cash payments or if the customer is present. |
| Card | The refund is processed through your payment gateway back to the customer's card. Use this for online card payments. |
{warning} Cash override warning: If you choose to refund a card payment in cash, a warning appears reminding you that you're handling the refund outside the system. Enter a reference note to track the transaction.
This is a key difference between POS edits and customer self-service:
| Who | Can Edit? | Policy Restrictions |
|---|---|---|
| Customer (online) | Limited | Subject to cancellation policy, refund rules, and payment context checks |
| Provider (POS) | Yes | No restrictions — you can edit any booking regardless of policy |
As a provider, you can:
This is intentional — you have full discretion to accommodate your customers' needs. The amendment record always shows that the change was made by you, not the customer.
A customer booked a 400 service and paid by card. They now want to downgrade to a 300 service. You edit the booking, and the system shows:
The system processes the refund through the payment gateway. Both the customer and you receive a notification.
A customer booked a 200 massage but now wants to add a 50 scalp treatment. You edit the booking:
The booking is updated with the new add-on, the total is adjusted, and a cash payment of 50 is recorded.
If a service has recurring bookings enabled, you can create a recurring series from POS. This lets you book multiple occurrences of the same service in one go — perfect for:
After selecting the date and time in Step 5, toggle Set as recurring on. Then configure:
| Setting | Options | Description |
|---|---|---|
| Pattern | Daily, Every Other Day, Weekly, Biweekly, Monthly | How often the booking repeats |
| Occurrences | Number (2–52) | How many times the booking repeats. Some services set a fixed number. |
| End date | Date | Optional — the series ends on this date instead of after a set number of occurrences |
When you set up a recurring booking, the system checks availability for every occurrence date. If a date is unavailable (already booked or outside working hours), you can resolve it:
| Policy | What You Collect at POS | How It Works |
|---|---|---|
| Pay As You Go | First occurrence only | Each subsequent occurrence is billed separately as it approaches |
| Full Upfront | Entire series total | All occurrences are paid at once. The payment is distributed across all bookings in the series. |
A customer wants 8 weekly personal training sessions starting next Monday. The service costs 150 per session with Pay As You Go billing.
A customer wants to charter a boat every Saturday for 4 weeks at 500 per day. The service uses Full Upfront billing.