Booking statuses and payment statuses

A booking can be “New”, “Confirmed”, “Booked”, “Completed” or “Declined”. The payment is set separately in the booking: “Unpaid”, “Cash”, “Card” or “Terminal”.

Anyone who can change the booking can change its status and payment: the owner, “Full access”, “Manager”, and a “Master” in their own bookings. A “Viewer” only sees the statuses.

What each status means

• “New” — the booking isn’t confirmed yet. Online bookings with manual approval arrive like this, and every booking created in the CRM starts with this status too. If nobody confirms it in time, it is declined automatically.
• “Confirmed” — you confirmed the booking, or it came from online booking with automatic approval.
• “Booked” — a status set only by hand in the CRM; online booking never sets it. Like “Confirmed”, it holds the time and is never declined automatically.
• “Completed” — the visit took place. A completed booking that isn’t marked as paid becomes a debt in “Finance” straight away.
• “Declined” — the booking was cancelled: by hand, by archiving, or automatically because nobody confirmed it in time. Only this status frees the time for other bookings.

How to do it: change the status

1. Open the booking in the calendar.
2. At the top of the card, click the current status.
3. Pick the new one. The change saves at once.

On a phone it’s the same: open the booking and tap the status.

To cancel a booking with a reason (for example “No-show”) and take it off the calendar, use “More” → “Archive” — see Rescheduling or archiving a booking.

Payment in the booking

Next to the status is the payment: “Unpaid”, “Cash”, “Card” or “Terminal”. Click it and pick the method. In “Bookings”, the booking card shows:

• “Not paid yet — … due at the visit.”
• “Paid · …” with the payment method.
• “Not paid — … is still due.” — the visit is completed, but no payment was marked.
• “Booking cancelled — nothing is due.”

What payments and refunds do in “Finance”: Payment in a booking and refunds to a client.

Who changed what

In “Bookings”, open the booking and look at “Activity”: who created it and when, changed the status, moved it, changed the payment, the specialist, the client or the service. The author is “Customer”, “Staff”, “Owner” or “System”.

If something goes wrong

A booking was declined on its own: “not confirmed in time, declined automatically”

Nobody confirmed the “New” booking before its deadline. How it works and how to change the deadlines: Why unconfirmed bookings are declined automatically.

The status won’t change

If the card says “View only: your access level does not include changing bookings.”, your level is “Viewer” — see Staff access levels in the CRM. If nothing in the CRM can be changed, see The CRM is view-only.

I brought back a declined booking and the Basic counter went up

On Basic, changing “Declined” to any other status counts as a new booking towards the 30 a month. If the limit is used up, the booking can’t be brought back until the 1st.

The client didn’t show up

There is no separate status: archive the booking with the reason “No-show” (“More” → “Archive”). It leaves the calendar and stays in “Bookings” with that reason.

Related articles

• Why unconfirmed bookings are declined automatically
• Payment in a booking and refunds to a client
• Rescheduling or archiving a booking
• The Bookings section: all visits, filters and change history
• The calendar: views, new bookings and edits