Using the bookings list

Using the bookings list

The bookings list is where you find any booking, open it for the detail, change its status, and message or tag several clients at once. It is called Appointments in the sidebar, or Bookings once you also sell classes, events, or resources.

Before you start

• A team member who looks after exactly one calendar opens this list already filtered to it. Clear filters returns to that calendar, not to everything. It is only a starting filter: everyone on the team can open, edit, move and cancel bookings on every calendar at your venue. The calendars someone is assigned to decide what they set up, not whose bookings they may touch.
• The list updates itself as bookings come in. The dot beside the toolbar reads Live updates while it is connected, and Updates may be delayed if it is not. The circular arrow refreshes by hand.

Choose the dates you want

1. Click the view button (it shows the current view, such as Day) and pick Day, Week, Month, or Custom.
2. Use the arrows to move through your view.
3. On Custom, set a From and To date.
4. On Day, open the date button to narrow to a range of hours as well. Clear time filter removes that again.

Filter the list

Click Filter. When filters are on, the button shows a count, like Filter (2).

1. Type (only if you run more than one kind of booking): All, or Appointment, Class, Event, or Resource.
2. Calendar: All appointments, or one person or chair.
3. Service: All services, or one service. One at a time, not several.
4. Booked through (only if some of the bookings on screen came from a combined booking page): Any page, the name of a collective, or Not through a collective.
5. Status: All, Pending, Booked, Confirmed, Started, Completed, Cancelled, or No show.
6. Clear filters starts over.

Use Sort above the rows to order by Date, Time, Client, Status, Service, Staff, Deposit, or Type, and the arrow beside it for Asc or Desc.

If you collect compliance forms, a Needs compliance button appears above the list with a count whenever forms are outstanding. Click it to show only those bookings, and Clear to show them all again.

Search for a client

1. Click the magnifier in the toolbar.
2. Type at least two characters of a name, phone, or email.
3. Click Book to start a booking with their details filled in, or View to open their record.

It searches every client you have, not just the dates on screen. The same search sits on the calendar and the day sheet.

Open a booking

Click any row to open it in place. Click again to close. Inside you will find:

• The client's name, with a person icon beside it. Open in Contacts goes to their full record.
• The visit summary: the time, every service with its length and price, the total, the status, and anything still owed.
• Payments and confirmation: what is owed, what has been paid, and the money buttons.
• Notes: their tags, notes that live on the client record, and notes about this booking.
• SMS / email guest: a box to write to this client.
• Compliance: any forms this service needs.
• Treatment records: your notes, products and photos for the treatment, when treatment records are switched on.
• Documents and photos: files held for this client.
• Guest bookings: everything else they have booked, past and upcoming, each with Rebook and a label for how it was made (Online, Phone, Walk-in).
• Timeline: when the booking was created, confirmed, changed, or cancelled.

A visit with several services is one line in the list, not one line per service, and the counts above the rows count it once. Open it and the visit summary lists each service with its own start time, price and Start and Complete buttons (with Undo start and Undo complete), so a colour can be finished while the cut has not begun. Confirm, Arrived and No-Show apply to the whole visit, and Cancel asks whether to cancel just that service or everything with you. If one service was moved to another day, each day gets its own line, marked Part of a visit. In a collective, a visit that also has services at another business shows them beside yours, such as "+ Pedicure at SV Nails".

The small labels on a row tell you the rest at a glance: the status, Deposit pending, Confirmed, the price and its deposit status, +1 extra, the number of people, Online or Client address, Linked for a partner venue's booking, via and the name of a collective when the booking came from a combined page, and a compliance label such as 2 forms due.

Change a booking's status

1. Open the booking's row.
2. Click the action for the next step.
3. It saves on its own.

Which moves are allowed depends on where the booking is:

• From Pending (waiting on a deposit or your approval): Accept or Cancel.
• From Booked: Start, No-Show, or Cancel. Confirm records that the client has confirmed they are coming, and Cancel confirmation undoes it.
• From Started: Complete, Undo Start, or Cancel. Complete works once the appointment's start time has passed.
• Completed offers only Reopen. A completed booking keeps its time in the diary, so nobody else can be booked into it.
• No-Show can go back with Undo No-Show, which checks the time is still free first.
• Cancelled offers Reinstate, which puts the booking back to Booked.

Arrived marks that the client is with you before you start them, and Clear takes that off.

Reinstating a cancelled booking: Reinstate asks you to confirm, with Keep as is to back out. ResNeo then checks the original time again, because someone else may have taken it while the booking was cancelled. If it has gone you see "That time has since been taken. Rebook the client at another time instead." and nothing changes. Undo No-Show makes the same check.

Good to know: you cannot mark a no-show until your grace period has passed, which is 15 minutes unless you change No-show grace period (minutes) under Settings → Profile. If a slot was taken while you were working, you will be told the time is no longer available.

Move a booking

Open the row and click Modify. The dialog is called Modify appointment, or Modify visit when the booking has several services in it. For a single appointment, change the Service, the Variant, the Staff / calendar, the Date and time, or the Duration (minutes), then click Save changes.

A visit is edited in one of two ways in the same dialog:

• Visit start moves the whole visit. Pick a new Date and time or a Staff / calendar for the whole visit, and every service moves by the same amount, keeping the gaps between them.
• Each service in the services in this visit list has its own Date, Start, Calendar and Length. Change one and only that service moves; the others stay where they are, even if that leaves a gap or an overlap.

While you are moving the visit start, the per-service fields are locked, and while you are changing one service, the visit start is locked, so each save does one thing. A service can go to another calendar or another day and still belong to the visit.

If you changed the date or the time, ResNeo does not message the client straight away. A short follow-up appears saying Time changed and saved, with a 60-second countdown before the client is told. You can:

• Notify now to send it at once.
• Skip notify to save the change quietly.
• Undo change to put the booking back as it was before you saved.

If you do nothing, the update is sent when the countdown ends. Closing the dialog, reloading the page or closing the tab without choosing sends it too. If Undo change cannot put the booking back, the dialog says so and the countdown stops, so nothing is sent until you choose Notify now or Skip notify. A change to the length alone saves without a follow-up, and the client is not told.

Moving a booking to another venue in a collective

If your venue is in a collective, you can hand a booking to another venue in it. Drag it on the calendar onto a column belonging to that venue. A dialog headed Move this booking to the other venue's name explains that the calendar there will have the booking at that time and the same price, that it comes off your diary, and that the client gets one message with the new details. The Move to button, which also names the venue, does it in one step.

Some bookings stay where they are, and the dialog tells you why:

• It has a deposit, a card hold or any payment, including a tip. "This booking has a deposit, card hold or payment, so it stays with the venue that took it."
• The client has completed a form for it.
• It is on a sale at the till that is not finished yet.
• It is one person of a group booking.
• It is one service of a visit, and the other venue is at a different address from the other businesses still in the visit.
• It is not upcoming. Only a booking that is Booked or Confirmed can move, so a started, completed, cancelled or no-show booking cannot, nor one still waiting on a deposit.
• That calendar at the other venue does not offer the service, the option, or an extra that was booked.
• The date is in the past.

You can still move any of these within their own venue in the usual way.

One service of a visit can move on its own. The dialog is headed Move and the service's name, and says it stays part of the same visit. The other venue adds it to its part of the visit, or starts one, and the client gets one message with their whole visit. If the service now overlaps another of the visit, ResNeo tells you the client would be in two places.

When the client moves it themselves

A client who follows the link in their confirmation email sees Change appointment, which opens the same times your booking page offers. They keep the person they booked and any extras they added, and the time they are giving up is offered back to them, so changing their mind about the day and moving back costs them nothing. If you would rather they rang you, an admin can turn Guest self-reschedule off under Settings, then Booking Settings, then Optional Booking features; the page then tells them to contact you, and they can still cancel.

Deposits, payments, and resending a confirmation

Open a row and look under Payments and confirmation. You will see buttons for the money side, depending on what is outstanding.

• Send payment link sends the client a link to pay what they owe.
• Waive clears the deposit for this booking only.
• Record cash marks the deposit as paid because they handed you the money.
• Refund deposit (or Refund payment when the service is paid in full) sends the money back through Stripe.
• Resend confirmation sends the confirmation again.

Where the booking holds a card instead of a deposit, you get a different set: Resend link, Waive, Charge no-show fee, Refund no-show fee, and Release card hold. Releasing the hold gives up your ability to charge the fee, so it asks you to confirm.

Warning: cancelling inside the cancellation window refunds a deposit automatically. If that refund fails, the booking is not cancelled.

Notes and tags on a booking

Open the row and expand Notes. There are four things in there, and they are not the same:

• Tags label the client, not the booking. Type in the box and press Enter, or pick one you have used before. Tags follow the client to every booking and to Contacts.
• Customer info is a lasting note on the client record, for things like allergies, access needs, or payment preferences. A client with one shows a Guest note label at the top of the booking.
• Booking Notes holds what the client typed when they booked.
• Staff Notes for this booking is yours alone. The client never sees it.

Each one saves with its own Save button.

Message one client

Open the row, expand SMS / email guest, and write your message. Choose Send via: Email & SMS (if available), Email only, or SMS only, then click Send. Anything already sent for this booking is listed in the same place.

Processing time on a booking

Processing time is a wait where the client stays but you are free to see someone else, such as a colour developing. You set it per booking on the booking's detail card, which opens when you click the appointment on the calendar or the day sheet.

1. Find Processing time on the card.
2. Click + Add processing period. The new period starts at the end of the appointment and runs on after it.
3. Set Length (min), and for a wait in the middle of the appointment set Start (min), counted from the start. Remove takes a period back out.
4. Click Save processing time.

The client still sees the service length. Time after the appointment is free on the calendar, and a later service in the same visit starts once it is over.

Message or tag several clients at once

1. Tick each booking you want, or use Select all.
2. A tray appears showing how many are selected.
3. Click Add tag to label them, or Message to send them all the same email or text.
4. Click the X to clear your selection.

Good to know: cancelling and marking no-shows is one booking at a time. There is no way to cancel a batch at once.

Common problems & fixes

Problem	Likely cause	Fix
A booking I expected is missing	A date, status, calendar, service, or time-of-day filter is hiding it	Widen the dates and click Clear filters
A colleague's booking is still hidden after clearing filters	Someone who looks after one calendar opens filtered to it	Set Calendar to All appointments. You are not blocked from seeing it: everyone on the team can open, edit and move bookings on every calendar at your venue
I cannot pick the status I want	That move is not allowed from the current status	Move one valid step at a time
Reinstate says the time has been taken	Someone booked that slot while this one was cancelled	Take the booking again at a time that is free
I cannot drag a booking to the other venue's column	It has money, a completed form or an unfinished till sale, is one person of a group, or the venue is at another address from the rest of the visit	Read the reason in the dialog, then move it within its own venue instead
I cannot mark a no-show yet	The grace period has not passed	Wait until it has, then try again
The client was not told about a change I made	You clicked Skip notify, or the countdown was still running	Open the row and use Resend confirmation
Add tag says there is no contact to tag	None of the selected bookings has a contact record	Add the client's details first
I cannot find Cancel in the selection tray	The tray only offers Add tag and Message	Open the booking's row and cancel it there
I cannot see the deposit on my phone	Price and deposit labels are hidden on a narrow screen	Open the row to see them
The list says updates may be delayed	The live connection dropped	Click the circular arrow to refresh

Next steps

• Taking a booking
• Your contacts (CRM)
• Using the calendar