Every booking on Reservai moves through a series of statuses that reflect where it is in its lifecycle. Understanding these statuses helps you manage reservations effectively and know what action to take next.
| Status | What It Means | Colour |
|---|---|---|
| Draft | Temporary record while a customer completes checkout | Neutral |
| Pending | Awaiting your confirmation | Amber |
| Payment Hold | Customer needs to complete payment before the booking can proceed | Amber |
| Confirmed | Reservation is locked and confirmed | Blue |
| Completed | Appointment has happened and is finalised | Green |
| Completed with Due | Appointment happened but payment is still owed | Amber |
| No Show | Customer didn't turn up for their appointment | Neutral |
| Cancelled | Booking was cancelled (by you, the customer, or automatically) | Red |
| Rejected | You declined the booking | Red |
The diagram below shows which statuses can transition to which.
Payment Hold (7)
│
├─ Payment received ──→ Pending (1)
│
└─ Deadline expired ──→ Cancelled (5)
Pending (1)
│
├─ Confirm ──→ Confirmed (2)
│
└─ Cancel ──→ Cancelled (5)
Confirmed (2)
│
├─ Complete ──→ Completed (4)
│
├─ No Show ──→ No Show (9)
│
├─ Cancel ──→ Cancelled (5)
│
└─ Unpaid & past (auto) ──→ Completed with Due (10)
│
Manual Complete
│
▼
Completed (4)A Draft booking is a temporary record created when a customer starts the online booking wizard but hasn't completed payment. Drafts are hidden from your booking list by default — they only exist while the checkout is in progress.
{info} You never need to do anything with Draft bookings. They exist purely to support the checkout flow.
When a booking first appears in your list, it's usually Pending. This means the customer has submitted their reservation but you haven't confirmed it yet.
{warning} Pending bookings block availability for that time slot. If you don't want to hold the slot, cancel the pending booking to release it.
Payment Hold means the customer needs to complete an online payment before the booking can proceed. This status appears when:
The customer has a time limit to pay (shown on the booking). If they don't pay within that time, the booking is automatically cancelled.
{primary} Payment Hold is a temporary state. Once the customer pays, the booking moves to Pending (not directly to Confirmed). You still need to confirm it.
Confirmed means the reservation is locked. This is the status you want bookings to reach — it tells you, your staff, and the customer that everything is set.
{primary} Most of your daily operations will involve Confirmed bookings — checking who's arriving today, completing past appointments, and handling cancellations.
Completed means the appointment has happened and everything is finalised.
{info} Bookings are not completed automatically when the appointment time passes (except for auto-complete to Completed with Due if unpaid). You or your staff need to manually mark them as Completed.
Completed with Due means the appointment happened but the customer still owes money.
{warning} Completed with Due bookings should be a priority — they represent revenue that hasn't been collected yet. Use the Collect Due Payment action to finalise the payment.
No Show means the customer didn't arrive for their appointment.
{info} The no-show modal shows a financial summary before you confirm, so you know exactly what will be retained and what will be refunded.
Cancelled means the booking was cancelled — by you, by the customer, or automatically by the system.
{danger} Cancelling a booking releases the time slot and any resources. This cannot be undone.
Rejected means you declined a booking. This status is rarely used in the standard flow — most providers prefer to cancel unwanted bookings instead. Rejected bookings are effectively terminal.
Some status changes happen automatically without you needing to do anything:
| Automatic Transition | Trigger |
|---|---|
| Payment Hold → Cancelled | Customer didn't pay within the deadline |
| Payment Hold → Pending | Customer completed the payment |
| Confirmed → Completed with Due | Grace period expired on an unpaid past appointment |
These automatic processes ensure bookings don't get stuck in intermediate statuses indefinitely.
Each booking also tracks a payment status that's separate from the booking status:
| Payment Status | What It Means |
|---|---|
| Awaiting Payment | No payment has been received yet |
| Paid | The full amount has been paid |
| Partially Paid | Some payment has been received, but a balance remains |
| Refunded | The full paid amount has been refunded |
| Partially Refunded | Part of the paid amount has been refunded |
{primary} A booking can be "Confirmed" with a payment status of "Partially Paid" — for example, if the customer paid a deposit and owes the rest later.