Approve or reject a booking request

Find waiting requests

The bell shows the number of waiting booking requests across your account. Open Requests: New lists the requests waiting for your answer, and Old the ones already answered or closed. Requests for the selected work profile also appear on the relevant calendar day.

Answer a request

1. 1

   Open the request. Check the service, date and time, the customer, their note and Reply by, the deadline for your answer.

2. 2

   To accept it as sent, tap Approve. For a Normal customer with an account, a last step offers Trust this client, so their next bookings are approved straight away; then tap Approve.

3. 3

   To decline, tap Reject and confirm. The customer gets the standard email that the request was declined; you can’t add your own message.

4. 4

   Wait for confirmation. If the request changed or the answer could not be confirmed, refresh and check its state before trying again.

Approve with a different service, date or time

While a request waits, Edit beside the service, date or time lets you book something other than what the customer asked for, and Notes lets you add your own notes. A changed value shows the customer’s choice struck through above yours; Undo puts that field back.

• Your changes stay in the app until you approve; nothing is sent before then. Reject drops them.
• With a changed date or time, Approve first opens Review changes with the original and updated values. Make sure the customer is aware, since they might not notice the change, then tap Approve with changes.
• If the new time is no longer free, the request keeps waiting with your changes, so you can choose another time.
• The customer’s confirmation email gives the time you booked and the time they asked for. In Old, the request shows the requested time struck through above the booked one.

Reject and block a customer

In the Reject confirmation, turn on Block this client to stop that customer booking online in all your work profiles. Appointments already made stay. The block is saved only if the rejection goes through.

Understand old requests

Old lists the requests you approved, with Approved on and the time, even if the appointment was cancelled later, and those that were rejected, withdrawn, expired or whose time is no longer available. A blocked customer’s request cannot be approved until you change their Online booking access to Normal or Trusted.