Managing bookings

The calendar

• Day, Week and Month choose the period; Calendar and List choose between the time grid and a list. Switching period keeps the day you're on: the day opened out in Week is the one Day opens on, and after you move to another month, Week shows its week.
• On a computer, the arrows go to the previous or next day, week or month, and the dates between them open a date picker; swiping two fingers sideways on the trackpad does the same as the arrows. On a phone there are no arrows: swipe the calendar sideways, and tap the title at the top of the day, week or month to pick a date in the same view. Where part of the calendar scrolls sideways, it scrolls to its end first. In Week, the date picker marks and picks a whole week. In Month, it shows the year's twelve months to pick from.
• Staff shows everyone or one staff member. It appears once you have more than one. Status filters the list by booking status. On a phone, they are behind the filter button left of Day: with one staff member it opens the statuses at once, with more it opens Filters. A dot on the button means a filter is on.
• Add booking opens a new booking. Export CSV downloads the bookings in view, with your filters, as a spreadsheet file.

On a phone, Week shows the week's days side by side, with the hours down the left. Days nobody in view works — a day off, a holiday, a day marked Not working or blocked all day — are left out unless something is booked on them, so a business open Monday to Friday sees five wider days. If nobody in view works that week, all seven days show. One day is wider: the day you're on; after you move to another week, today if that week holds it (as when you tap Today), else its first day. If that day is left out, the nearest day shown in the week is wider instead, after it if there is one. Its bookings show the customer's name and the service; the other days show the first name. Tap another day to make it the wider one. In the wider day, tap a booking to open it, or empty time to add a booking there. With Staff set to one person, you see that person's bookings and the time they don't work is shaded. With All staff, you see everyone's bookings side by side, each edged in its staff member's color, and only the time nobody works is shaded. On a computer, Week shades that person's time off too, while one staff member is in view. The Staff Portal's Week always shows one person. Come back to a week where you had opened out another day, and that day is open again. With only one staff member, bookings have no color edge.

Each booking shows its status:

The color isn't the only sign: on a computer, every status but Confirmed has a small mark before the booking's time — a tick for Completed, a clock for Awaiting deposit, a crossed-out person for No-show, a struck-through circle for Canceled — and the key under the calendar shows each status's color and mark. On a computer, a booking shorter than an hour shows on one line in Day and Week: its start time, the customer and the service, cut short with "…" when there isn't room.

A staff member you deactivate keeps their bookings: they stay on the calendar, and the customers still come. In Day they get a column marked Inactive on a day they have bookings, and Staff lists them as "(inactive)" while they have bookings in view or still ahead. Move those bookings to someone else or cancel them; nobody can add a new booking with them.

Choose how the calendar opens in Settings → Calendar: the Default view on a computer and on a phone (Week unless you choose another), and the Date format and Time format. Open More settings there for Calendar hours (the span the Day and Week grid shows: Automatic from your staff's working hours, or Custom), Week starts on (the first day of every week the calendar shows) and Canceled bookings (shown or hidden in the calendar). These only change what you see, never when customers can book. The Time format also sets how times show in the booking window, in your customers' emails, on the line of Shopify's checkout and in a booking's Activity.

Add a booking

Choose Add booking, then pick the staff member, service, customer and a free time. You can book times inside a service's minimum notice, which customers can't, but with a Rolling booking window not past its end. With a Monthly release, you can book any month, also one that hasn't opened to customers yet. Booking questions aren't asked here. With one active staff member there is no staff field: the booking is theirs. On a phone the fields stand one under the other. Once it is made, the calendar shows its day in the view you were on.

Customer is a search: type two or more characters of a name, email or phone number, and choose the customer from the list under it. Nobody is chosen for you, and Create booking waits until you have chosen someone and a time. Change goes back to the search. For someone new, type their name and choose New customer, the last row of the list, then fill in their name, email and phone: what you searched for is filled in already. The customer is saved with the booking. If that email or phone is already on file, the booking goes to that customer, and their details stay as they are.

For a service that takes a payment, the customer pays first. A customer who owes a no-show fee always has to pay it first. Before you create such a booking, the window says so under Service, or under the customer for a fee they owe; the button reads Create and send payment link, and the customer gets the payment link by email as soon as the booking is made (if it can't go out, use Send payment link on the booking). A blocked customer can still be booked here; the window warns you. See Deposits and payments.

Open a booking

Every booking has a booking number, such as #1042, counted from #1001 for your shop. Bookings a customer made together as one visit share one number. It is shown next to the customer's name in the booking's window and on its page, in the calendar's List, in your emails, on the customer's booking page and in the Staff Portal, so a customer can quote it when they call. Rescheduling a booking keeps its number. On the booking's own page the number is the title: Booking #1042.

Choose a booking to see its customer, time, price, payment, the customer's answers to your booking questions, notes, and its Activity: everything that happened to it, such as payments, reminders sent and reschedules. In the calendar it opens in a window first: the time and date, the customer with their phone and email (tap to call or write), the service, and the payment in a colored panel: what is left to pay at the appointment first, the price and any deposit under it. While the booking waits for payment, the panel leads with what it waits for instead: Awaiting deposit: €12.00, or Awaiting payment: … when the customer is to pay the whole price or a debt they owe. Blue means there is money to take at the appointment, green that a deposit or the whole price is paid, orange that the booking is still waiting for payment, gray a refund or nothing to take, and red a refund that failed. The customer's notes are on the booking's and the customer's page. From there:

• Reschedule: pick a new time or staff member. It opens on the first week that has a free time. The times are shown a week at a time, from your Week starts on day to the end of that week; days already gone have none. As soon as you pick a time, Will be under Currently shows the new date, time and staff member. In the calendar's window you then confirm it: the current time above the new one, and Reschedule moves it and closes the window. In the calendar, Reschedule and its confirmation open in the booking's own window. The customer is always told by email. With nobody else to move it to, only the time can change. On a computer, you can also drag a booking in the calendar's Day or Week grid; while you drag, a dashed box shows where it would land. In Day, drop it on a new time, or in another staff member's column; in Week, on a new time or another day, and it stays with the same staff member. In Week, the times the staff member can't take it are shaded while you drag, and the box turns red over one: it can't be dropped there. When you drop it, Reschedule booking? asks first: Currently above Will be, with what changes — the day, the time, the staff member — marked in Will be. Reschedule booking moves it; Cancel leaves it where it was. In Day, a time the staff member can't take changes nothing, and the calendar says why. On a phone, use Reschedule. Either way, the calendar then shows the Week holding its new day, with the booking outlined for a few seconds so you can see which one moved; if your staff filter would hide it, the filter switches to All staff. Rescheduled from the booking's own page, you stay on that page.
• Cancel booking: you choose whether to refund a deposit or payment. The customer is told.
• Mark as completed and Mark as no-show: see below.
• Send payment link: for a booking waiting for payment. A message confirms the email it went to; if it can't be sent, Payment link not sent says why, right above the buttons.

On the booking's own page each action sits on the card it is about: Reschedule, Mark as no-show and Mark as completed at the bottom of Appointment, Send payment link on Payment, and Cancel booking at the bottom of the page. In the calendar's window, all but the main step are under More actions.

If a booking or its free times can't load, for example because the connection dropped, the window says so with Try again, and the calendar stays as it was. The link back at the top of a booking's page names where it goes: the calendar, or the customer's page you opened the booking from. The customer's page opened from a booking has a bar at the top, ‹ Booking #1073, back to that booking.

You and your staff can move or cancel a booking until it starts, whatever the customer's own cancellation and reschedule windows say. Once its start time has passed, Reschedule and Cancel booking no longer show and the calendar won't let you drag it: mark it completed or a no-show instead.

Completing bookings and no-shows

Once an appointment has started, record what happened (before its start time, neither shows):

• Mark as completed: the customer came. A deposit or payment counts towards the price, and the customer's follow-up email is scheduled.
• Mark as no-show: the customer didn't come. Any deposit is kept, and with no-show debt on, your no-show fee becomes a debt.

Both can't be undone, with one exception below.

To save marking every booking, Settings → Booking rules → More settings → Completing bookings has After a booking ends:

• Mark it completed automatically (the starting choice), After 1, 6, 12, 24 or 48 hours; it starts at 24 hours.
• Leave it for me to mark.

Automatic completion never marks a no-show, because a no-show can raise a debt and that needs a person's decision. A booking completed automatically says so in its activity, and can still be marked as a no-show for 7 days after it was completed. In the calendar's List, its status reads Completed automatically.

For example, with completion after 24 hours, a booking ending Monday at 11:00 is completed on Tuesday at about 11:00. If you then find out the customer didn't come, you can still mark it as a no-show until the following Tuesday.

Follow-up emails only go out once a booking is completed. See Notifications.

After your first booking is marked Completed, Shopify may ask you to review Rezervito when the Calendar opens. On a phone, you may see a one-time banner instead. Dismissing the banner hides it for good.

How long customer details are kept

A customer's name, email, phone, answers and your notes about them are kept for 24 months after their last visit; a booking still ahead counts as a visit. Then Rezervito removes them by itself: their past bookings stay in your calendar and statistics, without the customer's name. A customer with an unpaid debt keeps their details until the debt is paid or forgiven, then for another 24 months; a blocked customer keeps them while the block is in place. See our Privacy Policy.

Statistics

Statistics shows your bookings, utilization, no-shows, customers and debts for a date range, and for one staff member or service if you choose. Every number on the page follows the same filter. With one active staff member there is no Staff filter: every number is theirs. This week is the whole calendar week holding today, starting on the day your calendar's weeks start.

Your staff

Staff manage their own bookings in the Staff Portal: they can add, move, cancel and complete bookings, and mark no-shows. See Staff and hours.