Blocking customers
Stop a customer from booking online, see their blocked attempts, and unblock them again.
Blocking stops a customer from booking online. They are refused before they reach any checkout, so there is nothing to refund. You can see every attempt they make, and unblock them at any time. Blocking is always your decision: nothing blocks a customer by itself.
Block a customer
Open the customer in Customers and choose Block customer at the bottom of their page. A reason is required, for example "Repeated no-shows". Only you and your staff see it.
Blocking:
- refuses every new online booking from them, in the booking widget
- stops them from moving their bookings online
- doesn't cancel any booking they already have
The customer sees one neutral message, "Online booking isn't available for this contact.", never your reason. A blocked customer shows a Blocked badge in Customers.
You and your staff can still book a blocked customer yourselves. The Add booking window warns that the customer is blocked and shows your reason.
How a customer is recognized
A customer signed in to their account on your store is recognized by that account. Otherwise the booking widget compares the email and the phone number they enter with your customers:
- a match on either the email or the phone number is enough, so changing just one of them doesn't get round a block
- if the email matches one customer and the phone number another, and either of them is blocked, the booking is refused
The same matching decides whether a customer owes a no-show fee and how many upcoming bookings they already have.
Why asking for a phone number helps
If the widget doesn't ask for a phone number, a blocked customer can book again with a different email address. Keep Phone set to Required in Settings → Booking rules → Customer details, which is how it starts. The settings warn you when it isn't. See How customers book.
Blocked attempts
Each time a blocked customer tries to confirm a booking online, Rezervito records one blocked attempt, with the service they tried to book.
A blocked customer's page lists each attempt under Blocked attempts: when it happened, and the service they tried to book. To see every blocked customer, choose Blocked above the Customers list. The Statistics page also counts blocked attempts for the period you choose.
Unblock a customer
Choose Unblock customer at the bottom of the customer's page. A reason is required, for example "Debt settled"; it is added to the customer's notes. They can book online again straight away.
Blocking and debts
A debt doesn't block anyone: a customer who owes a no-show fee can still book, and pays the fee in the same checkout. Block a customer when you don't want them to book online at all. A blocked customer is refused before any debt is mentioned. See No-shows and debts.