Managing Bookings: A Complete Guide for Service Providers

What good booking management looks like

On Ordafy, each appointment is a booking with scheduled date/time, customer details, sterling totals, payment status, and a clear status (pending, confirmed, cancelled, completed, no-show, and related states). Responding quickly and keeping availability truthful is how providers win repeat customers on Shop.

Step 1: Review new booking requests

1. Watch for email and in-app notifications when a customer books or requests a slot.
2. Open Bookings (/services/bookings) and filter to pending items.
3. Check service, variant/package, scheduled date and time, timezone, and any notes or special requirements.
4. Confirm the slot is free on Calendar (/calendar) and any synced external diary.

Step 2: Confirm or decline

1. Open the booking detail (/services/bookings/:id).
2. Verify payment or deposit status matches your policy.
3. Confirm the booking when you can deliver it—the customer is notified automatically.
4. Decline promptly if you cannot host, so the customer can book elsewhere and your diary stays accurate.

If the service uses auto-accept, bookings that fit availability may confirm without a manual step—still check Calendar for conflicts after sync delays.

Step 3: Communicate with customers

Use in-app messaging on the booking to:

• Confirm address, arrival instructions, or video-call links for virtual services
• Clarify what to bring, prep steps, or access codes
• Share files (briefs, forms, photos) when needed
• Keep a written trail under the customer record in Customers (/customers)

Step 4: Track payments and refunds

• Deposit paid / partially paid / fully paid: Status appears on the booking; card funds settle via your Connect payout account when setup is complete.
• Balance: Collect remaining amounts per your terms—online on Shop, or in person via POS / Collect payment when appropriate.
• Refunds: Follow your published cancellation policy and process refunds from the booking when Ordafy offers that action for the payment.

Monitor settlement under Payouts (/payouts). Fee context: Pricing.

Step 5: Day-of fulfilment

1. Open the booking on the appointment day from Bookings or Calendar.
2. Use check-in / start actions when available so staff know the appointment is live.
3. After the service, mark the booking completed and add final notes for the next visit.
4. If the customer does not attend, mark no-show and apply your stated policy consistently.

Cancellations and reschedules

• Apply your cancellation window fairly—document exceptions in booking notes.
• Reschedule to a free slot; confirm the new time appears on Calendar and that Shop availability updates.
• Issue refunds or retain deposits only as your policy and payment status allow.
• Notify the customer in-platform so they have a clear record.

Best practices

• Respond to pending requests within 24 hours.
• Keep Availability (/settings/availability) and calendar sync current before busy weeks.
• Write scope clearly on the service listing so disputes stay rare.
• Ask for a review after successful completion to strengthen your Shop presence.

Frequently asked questions

Where do I see all appointments?

Use Bookings (/services/bookings) for list and filters, and Calendar (/calendar) for a diary view across services.

Can I create a booking for a walk-in or phone client?

Yes—providers can create bookings from Business when permissions allow (for example from Bookings → create), then collect payment online or in person.

How do customers manage their side?

Share the customer booking guide; they track appointments from their Shop dashboard bookings.

Run a tighter diary

Process today’s pending list in /services/bookings, then tighten hours in /settings/availability. Setup help: listing a service and calendar sync. Broader article: list bookable services. New providers: Become a provider. Shop · Pricing.