Block customers from booking online

In Rezervito you can block a customer from booking online. A blocked customer is refused in the booking window, before they reach any checkout, so there is never a payment to refund. Every attempt they make is recorded, and you and your staff can still book them yourselves.

Blocking a customer

Open the customer in Customers and choose Block customer. A reason is required — for example “Repeated no-shows” — and only you and your staff see it. From then on, Rezervito:

• refuses every new online booking from them
• stops them from moving their bookings online
• leaves the bookings they already have as they are

The customer sees one neutral message, “Online booking isn’t available for this contact.”, never your reason. When you or your staff add a booking for them by hand, the form warns that they are blocked and shows the reason.

How a blocked customer is recognised

A customer signed in to your store is recognised by their account. Otherwise the booking window compares the email and the phone number they enter with your customers. A match on either is enough, so a new email address alone doesn’t get round a block. If the email matches one customer and the phone number another, and either is blocked, the booking is refused.

That is why the phone number field starts as required, and why Settings warns you when it isn’t.

Blocked attempts

Each time a blocked customer tries to book online, Rezervito records the attempt, with the service they tried to book when it is known. Debts & blocks lists every customer with a debt or a blocked attempt, and Statistics counts blocked attempts for the period you choose.

Unblocking

Choose Unblock customer and give a reason, for example “Debt settled”. It is added to the customer’s notes, and they can book online again straight away.

Blocking or a no-show fee?

A no-show fee lets a customer come back once they have paid for the appointment they missed; see customer debt tracking. Blocking is for the customers you don’t want booking online at all. Our guide on repeat no-show customers covers when to use which.