How clients book, change and cancel

It helps to know what your clients see, especially when someone calls with a question. Booking online usually takes a client less than a minute and works on any phone or computer, with no account or app.

The steps of a booking

1. 1

   Step 1: Choose a service

   The client picks one or more services, up to five in one appointment. Categories and a search box make it easy.

2. 2

   Step 2: Choose a team member

   The client picks a team member, or Get help A.S.A.P. for the next free time with anyone. If someone is on holiday, it shows until when.

3. 3

   Step 3: Choose a date and time

   Only truly free times can be chosen, taking into account your opening hours, schedules, breaks, closures and booking rules.

4. 4

   Step 4: Fill in a form (if you use one)

   If you have a digital form for this service, the client fills it in here. See Digital forms.

5. 5

   Step 5: Enter their details

   Name, email address, phone number and an optional note. The client can choose to have their details remembered on that device.

6. 6

   Step 6: Pay (if you use it)

   With online payments the client sees how much has to or can be paid now. See Online payments: how they work.

7. 7

   Step 7: Confirmed

   The client sees Appointment confirmed!, can add the appointment to their own calendar and gets a confirmation email within a few minutes.

The emails your client gets

• Confirmation: right after booking, with the appointment details and buttons to change or cancel.
• Reminder: if you've switched reminders on, at the time you choose. See Appointment reminders.
• Review request: if reviews are on, about a day after a completed appointment. See Collect and show reviews.

Emails go out in the language you chose under Language of customer emails. You can change their look in the email designer. See Customise emails to clients.

Changing or cancelling themselves

With the buttons in the email, a client can move the appointment to another free time or cancel it. That's possible until the number of hours you set under Free cancellation up to. After that, they see it can no longer be done online, with a button to call you.

• If a client moves their appointment, it's at the new time in your agenda straight away.
• If a client cancels, the appointment shows as Cancelled in your agenda and the time becomes free.
• If the client paid online, cancelling automatically refunds the full amount.
• Want an email when this happens? Turn on Email me about bookings. See Get notified about new bookings.