Answers to frequently asked questions about appointments, booking, payments and scheduling in Petboost.

The staff New Appointment form does not list courses. Puppy school, scentwork, obedience and other group programmes are enrolled on Courses.

If you have not published the run yet, select New, then Publish New Course first.

Do not create a Regular service so the class appears in the Services picker. A vaccination requirement or a Who Can Book rule can block a specific pet at enrolment. They are not why the course is missing from this form.

On the public booking form, pet owners tap Courses, not Services. See Courses versus services.

No. By default a new customer does not create an account before they see your times. The booking form gets them to your times first:

With Require an account before showing services on, under Online booking on Booking Settings, the order changes. After their mobile and pet, the customer gives their name and email and signs up or signs in before they see any service. Once signed in, they add a required vaccination record when they continue from Pets & Services, before they see your times.

That order has a cost. Visitors who are not signed in cannot browse your services or prices, and your business is left out of Book Online on Google. See Get a new customer's details before your times.

A returning customer's mobile number loads their profile, their pets are filled in, and they only see the services that apply to them, so an initial service they have already completed is not offered again.

Magic Availability Check is the switch at the top of the booking form. With it on, Petboost finds the free times for you. Quick Force Create is the button under the calendar of times that switches the form to setting the time yourself.

Use Magic Availability Check for most bookings, and set the time yourself only when you need to.

It depends on how you open the booking form:

Quick Force Create and Set exact time manually switch it off for that booking only, so the next new appointment opens the way you last switched the toggle itself. To change what New opens with, switch Magic Availability Check at the top of the form. Another browser or computer keeps its own setting.

Magic Availability Check never offers a time earlier than now. A same-day booking whose time has passed, or a visit you are adding after it happened, shows no times.

Petboost asks you to confirm before it books a date in the past.

Yes. Pets from the same family share one calendar card, one itemised invoice and one payment. Each pet can have its own services, times, team member and resources, and a multi-pet discount applies by itself when you have set one.

Petboost prices each pet separately on the one invoice. One pet can have a full groom and another a bath, with different lengths, team members, start and end times, and resources.

Yes. A customer can book several pets, each with its own services, in one online booking, such as one dog for grooming and another for daycare. How close together the pets are scheduled follows Multi-Pet Scheduling on Booking Engine: Best Fit, All Pets Together or Clustered Start.

When the customer already has a booking on the same date, Petboost opens Merge with an existing booking? before it saves. It shows the existing visit and offers what will work:

A second appointment for the same pet and the same service on the same day is not allowed, so Petboost offers only Add to visit for it. This helps with families with several dogs, with a customer who forgot they had already booked one pet, and with adding a sibling's service to an existing visit.

When Petboost finds the existing visit for you, select Add to visit in Merge with an existing booking?. To add a pet to a booking you already have open:

With Magic Availability Check on, Petboost checks team member availability and resource capacity, and fits the pets together as Multi-Pet Scheduling allows. With it off, or after Quick Force Create, you enter the exact times yourself: it is quicker for staff who know the day, and Petboost warns you about a clash but still books it.

Set the times yourself when you know the team's availability, for a special arrangement with the customer, or to add a last-minute pet to an existing booking.

Three ways, depending on what the customer needs.

Automatic reminders. Petboost can email and text the customer before each appointment.

A second reminder is under Advanced options. See Notifications.

A printed or shared list. On the pet's profile on Customers & Pets, select Print Upcoming Appointments for a PDF of their upcoming bookings to print or send. The same action is in an appointment's Manage menu.

The pet owner app. Customers see all their upcoming appointments in their own app at any time.

Automatic reminders keep customers up to date, and the app gives them the full list.

It depends on whether the booking arrived as Pending or was confirmed straight away.

If it is Pending, because Instant confirmation is off:

If it was confirmed straight away, Magic Availability Check should have stopped the clash. Check whether one of the bookings was set by hand, with Quick Force Create or with the check off. Open both appointments, decide which to move, and contact the customer to arrange a new time.

To prevent it:

The usual order is Pending, Confirmed, In Progress, Completed, Ready to Pay, then Paid. Blocked time is not an appointment status: it is a calendar block that shows in slate. With Automatic Actions on, most of these moves happen by themselves. See the Appointment Statuses Guide.

The appointment goes back to the status it had before check out: In Progress, Ready to Review (Completed), Confirmed or Payment Declined. Check out is available from all four, which is why the destination varies.

Petboost blocks the undo when the service has the automation on that would move the appointment forward again: auto-complete when it was In Progress, auto-finalise when it was Completed, auto-start when it was Confirmed. On the appointment page Undo check out is not offered while that automation is on. The status chip still lists the earlier status, and selecting it is refused with the automation named, the same message the calendar and Mission Control cards show. Turn that automation off in the service's settings first.

If the booking never went through a check out, there is nothing to undo and Undo Check Out does not appear anywhere. That covers a payment recorded without a check out and then un-marked, and older bookings where Petboost has no record of the check out. Un-marking a payment on a booking that was checked out leaves the check out in place, so the undo still works.

The Mission Control board only moves forward, so you cannot drag the card back. Undo Check In is a different action: it only works while the appointment is still In Progress, and takes it back to Confirmed.

Yes. On the invoice, select Split this payment, enter the Amount to pay now and take it with one method, then take the rest with another. The appointment is Paid once the parts cover the balance. See Split a payment across methods.

Yes, for regular appointments, not stays, courses or a reschedule. After they pick the first time in the pet owner booking form, they tap Book more dates and can add up to 9 extra dates, 10 appointments in one checkout. Each date is a separate appointment, charged separately. They must be signed in.

Each extra date can be a different service from the first. On Confirm your extra dates, the owner opens a date and selects Different service on this day, and Petboost checks that day again for the service they chose. Extras are then chosen date by date at review.

Staff use Bulk Create on the business booking form for many dates at once. That is a staff-only path, so do not send owners to Bulk Create.

Cancel, archive and delete have very different outcomes.

Cancelling sets the status to Cancelled and keeps the record: you can charge a cancellation fee, and later use Recreate to book it again with the details filled in. Archiving hides the appointment and keeps its data. Deleting removes it for good. Only a Pending, Confirmed, Declined, Cancelled or Invoice Amount Void appointment can be archived or deleted, so a paid appointment can be neither. Delete only for data clean-up, never instead of cancelling. For a customer who did not turn up, use Mark as no show.

See Un-cancel & Appointment Recovery.

For a complimentary service, a service issue or a goodwill gesture, void the invoice once it is finalised.

Every line is set to $0.00, the appointment reads Invoice Amount Void, and no money moves. Void Invoice is offered only while the appointment is Ready to Pay or Payment Declined.

To keep a formal invoice that shows the service at no cost instead, set a 100% Discount or a $0 price on each line before you take payment, for your accounting records.

Trap: With Auto-pay invoices on, void the invoice before Petboost charges it. Auto-pay charges the card on file at the next 15-minute check after the invoice is finalised.

The status becomes Cancelled. There is no list of reasons to pick from: the message you write goes to the customer. The fee and credit questions appear only once the booking is past its notice period. A deposit is refunded in full unless you charge the fee, which keeps the fee's percentage of it. The Activity Log records the cancellation, the fee outcome, who made it and when.

To book it again, select Recreate on the cancelled appointment. See Un-cancel & Appointment Recovery.

Yes. Customers book on your booking page, from a link you share, or in the pet owner app, which they can add to their phone's home screen.

You decide:

For the most control, turn off Instant confirmation on sensitive services so every booking arrives as Pending for your review.

What the customer sees when they book:

Magic Availability Check checks team member, resource and service availability before it offers a time, so bookings made with it do not clash. Petboost warns you about a clash when you set the time yourself.

If a double booking happens:

Common causes are a time set by hand, with the check off or Quick Force Create, a booking dragged on the calendar, which does not check availability, and a clash warning that was booked over. Use Magic Availability Check for most bookings, and set the time yourself only for emergencies and walk-ins where you can see the availability on the calendar.

Export the appointment rows from Appointments Deep Dive, not from the calendar.

The file follows the filters you set on that table. See Export appointments as CSV.

For a customer's whole history, open their pet on Customers & Pets, open the Appointments tab and select All. For appointments across a date range, use Appointments Deep Dive on Reporting & Intelligence. Petboost has no booking confirmation number to search by.

Appointment cards take their colour from Colour Mode.

If you colour by Team Member or Resource, set Calendar Colour on that team member's or resource's summary card. If no colour is set, the card uses slate.

By status, the colours are:

Cards also show a recurring icon when they are part of a recurring series, and a warning badge when they need attention.

A blocked time is unavailable in the booking engine, so customers cannot book it online and Magic Availability Check skips it. It shows as a grey card on the calendar, and affects only the team members or resources you chose: everyone else stays bookable. To block team members and resources in the same pass, choose Bulk Blocked Time instead.

For a repeating block, such as a daily lunch break, switch on Repeat this blocked time, for a block of up to 7 days. Or leave the break out of the team member's working hours on their Working Hours tab.

To free the time again, select the blocked time's grey card on Appointments, then select Delete Blocked Time. You can also remove it from the team member's or resource's own page.

The appointment moves to the date and time where you drop it.

Drag Lock is on by default, so a card cannot be moved by accident, especially on a busy calendar or a touch screen. Switch it at the top of the calendar, or under When you drag in the view button. While it is on, you can still open appointments and create new ones, but you cannot drag an appointment to move it or change its length. Keep Drag Lock on during busy periods, and switch it off only when you mean to reschedule by dragging.

Group By gives each team member a column of their own.

This shows who has gaps, balances the work across the team and helps plan the day's capacity, such as for a groomer and an assistant whose bathing, drying, clipping and styling are split between them. You can also group by Resources, such as rooms, kennels or vans, Services or Categories. Timeline with Day or Week gives the clearest side-by-side columns, like a schedule board on the wall.

Yes.

Blocked times show on your calendar by design, as grey cards, so your team sees when a break, a meeting or maintenance is scheduled. Customers do not see them when they book online: the booking engine does not offer those times.

If a customer could book during a blocked time, check these causes:

To see what customers see, use Simulation Mode to book as a specific customer.

Reset, then Reset All, returns everything to the defaults. See Calendar Views & Navigation.

Petboost copies the visit into Google Calendar. It is one-way, from Petboost to Google: changes in Google Calendar do not update Petboost.

See Add an appointment to Google Calendar.

The status changes to Paid, and Petboost emails the customer a receipt if Email the customer: booking updates is on. The card on file can be charged once the appointment has started, or while it is Ready to Review, Ready to Pay or Payment Declined. See Take a payment.

A card usually fails for low funds, an expired card, a wrong security code or postcode, or the bank declining it.

After two failures, ask the customer for another card. Do not retry more than three times, as the bank may lock the card.

A cancellation fee can fail to charge when there is no card on file, the card is declined or expired, the funds are low, or there is a processing error.

Failed and pending fees show on Mission Control among the items needing attention, as a banner on the cancelled appointment, and on the invoice with the reason.

You do not need to waive the fee and raise a new invoice, and you do not need to wait for them to add a card first. The fee's status updates by itself: Charged, Failed or Pending.

The full fee returns to the card it came off. It then drops out of your sales figures, and the Activity Log records that it was charged and refunded.

Refund Cancellation Fee appears only when the appointment is cancelled, the fee status is Charged, and the fee was taken by card. A fee you marked paid by cash, bank transfer or your own EFTPOS terminal is settled your own way, so the option is not offered. The fee sits on its own payment, separate from the booking, and only the fee is returned.

The pre-authorisation hold does not charge the card. It reserves the money, releases if the appointment is cancelled, and protects you against no-shows. Pre-hold funds is on Pricing & Payments.

The customer is charged after the visit, once the invoice is finalised. With Auto-pay invoices on, that happens by itself. A payout on its way usually takes 1 to 2 business days to reach your bank, and Stripe Payouts shows the expected arrival date.

For cash:

For a bank transfer:

For your own terminal, choose Other EFTPOS, then the amount and Mark as Paid. Once the appointment is Paid by one of these methods, the card on file is not charged.

A card refund leaves Petboost straight away. How long it takes to reach the customer's account depends on their bank. See Refund a payment.

It depends on how they are paying.

For a bank transfer:

For a payment link by text:

Send a payment link when the customer is ready to pay. The customer does not log in to Petboost. The link opens a Stripe checkout for the amount at that moment, the same way a charge sent to a card machine is set when you send it. Changing the price afterwards does not change a checkout already sent, so Resend SMS sends that same checkout again.

For a copy of the invoice or receipt, select Manage on the Invoice, then Preview Receipt, Download Receipt or Download Bank Transfer PDF, and print or email the PDF yourself. Resend when the customer did not receive the first request, to follow up an unpaid invoice, or when they ask for a copy for their records.

Payment links do not expire.

Note: When Petboost texts a new payment link, that text uses one SMS credit. Email and Copy Link do not. The text does not add a dollar amount to the booking fee. Resending the same link uses another SMS credit. Email bank transfer requests are free.

Both refer to the end of the visit. Check out is your team's action on the appointment: the pet goes home and the invoice is finalised. "Checkout" can appear to customers when they pay online.

For boarding and daycare, Check in is when the pet arrives and Check out is when it goes home. Both are marked on the appointment, whichever spelling is shown.

Yes, until it is paid. You can change the lines in every status except Paid, Cancelled and Refund Granted, with no need to un-finalise.

A paid invoice cannot be changed: refund it, or for cash, bank transfer or Other EFTPOS, use Un-mark as Paid & Re-process first.

Automatic actions move a booking along without anyone pressing a button.

A service can keep its own value on its Automatic Actions tab, and the service's value wins. They suit high-volume simple services, regular customers and fixed-price services.

The Discount on each invoice line is a whole percentage, such as 10 or 25, or a dollar amount off the whole line, and Petboost works out the line total.

For a dollar amount off, select % inside the field so it switches to $. A multi-pet discount set on the service applies by itself, before any line discount. A discount code the booking holds shows as a badge on the line, with the Discount code field under the lines to apply or remove one. Discount codes are being switched on business by business.

Book them on one appointment.

On the online booking form, pet owners do the same on Pets & Services: Book both, or Book all with three or more pets, puts every pet on the same service in one tap.

All the pets share one calendar card, one invoice and one payment, a multi-pet discount applies by itself, and each pet can have its own services, times and team member.

Yes, in one online booking. For example, Kiwi for a groom and Miso for daycare, both dogs for grooming at different levels, such as a full groom and a bath, or the same service with a different length for each pet's size.

How close together the pets are booked follows Multi-Pet Scheduling on Booking Engine: All Pets Together starts every pet at the same time, which needs the capacity for all of them at once, Clustered Start starts them within a window you set, and Best Fit groups them when it can.

Check these requirements:

Check: If the total looks doubled, check the rate per pet. It is the price for each pet, not the total. For 2 dogs at $150 in total, the rate per pet is $75, not $150.

To test it, create an appointment with several pets and check the invoice: every pet shows the same reduced rate once the tier is reached, such as 2 or more pets.

For Custom, Every: takes a number of days, weeks or months, and a month counts as 4 weeks. Petboost books the visits up to 12 months ahead when you save, and adds more each night.

If the customer is away for a while and the series should resume afterwards, do not end the series. Open Cancel, choose Skip these dates, and set Stop at. That cancels the date range and leaves the series running after it. See How do I pause a recurring series?.

To stop a whole series so it does not generate again, from the pet's profile:

Or from any appointment in the series:

You can also set an end date on the series with Edit This and All Future in Manage Recurring Series: visits after that date are removed. Past and completed appointments are not affected. Ending a series cannot be undone, so if the customer may return, pause it with Skip these dates instead.

Yes. For one customer:

On Mission Control, when the owner has two or more upcoming bookings, the appointment card menu on Pets, Workflow, Roster, Photos or Attention Required also has Cancel Future Appointments.

In-progress, completed, paid and class bookings stay. Cancellation fees are not charged, and package credits on these bookings are kept. Recurring series end from the next booking, including visits after the 12-month list. If your plan cannot send booking messages, the bookings are cancelled silently.

When the bookings are not all for one customer, select several cards on the calendar and choose Cancel or No-show. For a recurring series only, use Skip these dates or End series (all future). To cancel one visit only, open it, select Manage, then Cancel, and choose Cancel single.

There is no Superadmin bulk-cancel screen for business owners. See Cancel many appointments at once, Cancel a customer's future appointments and Select several appointments.

You can change the date, time, team member or other details of one visit without affecting the rest of the series.

The visit keeps its link to the series with its own values, and the rest of the series continues on its schedule. The customer hears about that visit only, when you choose Send notification.

You can also drag the card to a new time on the calendar and choose This Appointment Only in Update Recurring Appointment.

To move every future visit, such as a new time, team member or days of the week, select Manage, then Edit all future visits, or Edit This and All Future in Manage Recurring Series. See Can I change the recurring pattern after creation?.

Yes.

That visit updates and the rest of the series stays as it is. The visit stays linked to the series with its own values.

Pause a series by cancelling a date range in the middle of it. There is no separate Pause button.

Appointments in that window are cancelled, and the same series keeps generating after Stop at. Always set Stop at: left empty, the series ends from Start from onwards, the same as End series (all future).

Separate weekdays are often separate series, so skipping Tuesday does not skip Thursday. On the cancel screen, open Review other series only if you also need those weekdays cancelled for the same dates.

Pet owners who are allowed to cancel themselves see the same three Cancel options. Ask them to use Skip these dates with Stop at set, not End series (all future). The full comparison of Cancel single, Skip these dates and End series (all future) is in Pause or cancel a recurring series.

If the series should resume later, do not end it: use Skip these dates instead. See How do I pause a recurring series?.

To stop it for good, end it from the pet's profile, where you can see every series at once and avoid leaving a dormant duplicate behind:

You can also end it from a visit, with Manage, then Cancel, and End series (all future), or set an end date with Edit This and All Future in Manage Recurring Series.

Check: After you stop a series, check the Recurring Series view for another series on the same pet and days. A duplicate series that is not ended can bring cancelled appointments back. See Recurring Series Timeline.

Yes, for all future visits. You can change the days a weekly series runs on, the time, the team member, the end date or number of visits, and the price. Past and completed visits stay as they were.

To change the days, for example from Monday, Wednesday and Thursday to Tuesday, Wednesday and Thursday:

Petboost ends the old series from that date and starts a new one with the new days. Future visits on the removed days are archived, and the new days are added. To change the frequency, such as weekly to fortnightly, choose it under How often the same way, or end the old series and create a new one. You cannot change the customer or the pets: create a new series instead.

To skip one week, or any date window, cancel a range. Do not end the series.

The series continues after Stop at. To skip a single visit only, choose Cancel single instead. See How do I pause a recurring series? for the difference between pausing, cancelling one visit and ending the series.

By design: Petboost creates recurring appointments up to 12 months in advance when you save the series, and adds more each night. Customers can see and manage their future appointments, you can spot scheduling clashes early, and team members see their future workload. More appointments appear as time goes on, with nothing for you to do.

Yes.

Every future visit moves to the new time. Past and completed visits stay as they were.

If you create or edit a series that lands on cancelled dates, Petboost opens Previously cancelled dates.

If those dates should stay empty, choose Keep cancelled dates cancelled when editing, or Leave these dates out of the booking when creating. See Rebook previously cancelled dates.

See Stay Appointments.

Yes.

Staff New Stay pre-fills those times and keeps them editable. Windows do not add an early or late fee. See Stay Check-in and Check-out Windows.

Yes, for pet owners. Set Check-in or Check-out From and Until to the same time, and the booking-form picker locks to that minute. A window, with different From and Until times, rules out the times outside the band.

Staff can still pick any time on New Stay. Turning off Instant confirmation so bookings arrive for review is optional, not a substitute for windows. See Stay Check-in and Check-out Windows.

If you agree times for each booking and do not want a public window:

If owners should book online inside a band, leave Online booking on and set Check-in & Check-out Windows on Duration & Timing. Optional: turn off Instant confirmation so new owner bookings arrive as Pending. Payments, the calendar and add-ons during the stay still work. See Internal-only services.

A Stay can take two kinds of extra service. An add-on stays on the Stay invoice. Extra time on an add-on does not move check-out. An appointment during the stay has its own time, team, room and invoice.

If the extra does not need a time slot:

For an extra already on the stay, select Schedule next to it on the stay's Tasks card instead, then select Save Changes on the invoice.

If the extra needs a time slot, team member or room:

The Day by day tab on the Stay appointment shows every day of the stay.

To include a free bath or brush-out in the stay, book it this way with a Regular service priced at $0, for example Complimentary Bath & Blow Dry. Put that service on the same room or team members as your paid bath, so it shows on the day's calendar with your grooming clients and holds the same time. You do not need to change each appointment's price. See Include a free service in the stay.

If you start from New, then Appointment, and pick a Regular service on a date inside the stay, select Book during stay. A Stay and a Regular service cannot share one appointment, so Add to visit is not offered on the stay. See During the stay.

In their app, a customer can reschedule a stay that is Pending or Confirmed while your change and cancellation rules allow it. To extend a stay yourself:

Petboost recalculates the price from the service's Pricing Mode and updates the invoice.

At check-in, check the pet's condition and their belongings. At check-out, go over the stay with the customer and return their belongings.

When you create it, choose them under Team Member on the pet's line. With Magic Availability Check on, Magic Match picks a free team member unless you choose one.

To change it afterwards:

You can:

Change Location on the appointment changes the address of a mobile booking, not its resource.

A 2-hour notice period stops customers booking a time that starts within the next 2 hours. Returning customers can book any future date that has availability. To limit how far ahead a new client can book, switch on Limit how far ahead new clients can book under New clients on Booking Engine. See Set rules for new clients.

Yes, in three ways:

Petboost has no setting that limits a service to a list of customers or to package holders.

No. The booking engine only offers customers times when everything the booking needs is available. Customers cannot book when:

Bookings can still land in times you consider unavailable when:

To see what the booking engine considers, use the Availability Troubleshooter.

Use Booking Notice Period to stop last-minute bookings.

A 24-hour notice period blocks every same-day booking: a customer trying at 9am to book a 2pm time that day sees no availability. It applies to customers booking online only. Staff can still create a same-day appointment with Quick Force Create. Petboost has no setting that limits how far ahead customers can book.

Usually a resource or capacity clash, not a limit in Petboost: several services can be booked on the same day for the same pet or different pets. The common causes:

To diagnose it, check availability for each service on its own. If one works and the other does not, the Availability Troubleshooter shows which requirement fails for the second.

When a customer picks several services online and one of them has no times, the booking form reads No available times for that service and suggests removing it to see times for the rest of the booking.

Customer bookings for this service arrive as Pending, so you can review, accept, decline or change them before they are confirmed.

The same way as any other appointment.

A mobile service is done at the customer's address, which Petboost takes from their profile. To use another address for one booking, select Change Location on the appointment. Mobile appointments show the address on the calendar.

Add Item and the add-ons on an appointment put a charge on the invoice. They do not create a time slot or a trip stop. To book it on the calendar or on Trips:

A nail trim can stay an add-on. Turn on Add extra time with this add-on when it needs minutes on top of the main service. A pick-up, a taxi or another service that needs its own stop belongs in Services for.

Yes. A service message does it for every session of that service. A session label does it for one session.

A session Label with Show on booking page on replaces the start time for that session, and it wins over the service message. See How do I show Morning or Afternoon instead of clock times?.

Yes. Trips Booster is a paid add-on that turns a day of mobile appointments into a sequenced run. Businesses on Pro, Flex or Max activate it themselves, and it is included on Enterprise.

To activate it, open Trips Booster. Planning or reordering a run sends your customers nothing, and reminders use the booked time. Book appointments in the same area one after another, allow travel time between them, and set realistic windows. See Getting started with Trips.

On a phone, close Petboost and open it again, and check mobile data or Wi-Fi is connected. Still not working? Select Get Help in your dashboard, or email [email protected].

Select See Availability Reasons under the calendar of times to open the Availability Troubleshooter, which shows what the booking engine considered and links to each fix.

Common causes:

Check these causes:

To test as a customer, use Simulation Mode, or open your booking page in a private browser window, try to book the service as a new customer, and note any message.

Likely causes: a different date in each view, a filter on Mission Control hiding them, or cancelled appointments, which Mission Control hides unless you choose them.

A service can require:

Check the pet's profile and the service's Who Can Book rules.

Finalise Invoice is offered on a Confirmed or In Progress appointment once its start time has passed. Before that, wait for the start time. Check also that every service has been added and every line has a price. Check out finalises the invoice as the visit ends.

Petboost creates visits up to 12 months ahead when the series is saved, and adds more each night, which keeps the calendar from filling years ahead.

If visits are really missing:

This is caused by duplicate recurring series. When several series target the same day for the same pet, cancelling a visit from one series lets another, dormant series fill the gap overnight.

Keep only the series that match the pet's intended schedule. See Recurring Series Timeline for why this happens and how to resolve it.

This is normal when different days have different walkers or services, but it can also mean duplicate series that need tidying.

Several series are intended for different days with different team members, different services on different days, such as a half-hour and a one-hour walk, or seasonal schedules. They point to a problem when two or more series target the same days, warnings show on the timeline in red or amber, or cancelled appointments keep coming back.

Check these causes:

See What happens when I drag-and-drop an appointment on the calendar?.

With every automatic action on, steps 3 to 8 happen by themselves.

Set these up before a no-show happens:

When a customer does not turn up:

The fee is your cancellation fee: there is no separate no-show rate. A booking already paid in full cannot be marked as a no-show, so refund what your terms return with Issue refund instead. A no-show on a package booking returns the credit, so take it with Adjust Balance on the customer's package card if your terms forfeit it.

A charged fee goes to the card on file when they have one. If the charge fails or they have no card, the appointment and Mission Control show it: open the appointment, select Collect fee, and choose card on file, payment link, cash, bank transfer or Other EFTPOS. You do not need to waive the fee and raise a new invoice.

A common escalation: after a first no-show, a reminder of your cancellation policy; after a second, the fee and payment in advance for future bookings; after a third, full payment in advance or no online booking. Add an internal note each time, so your team knows the customer's history.

Start small and add more as you gain confidence:

Do not automate services with variable pricing, a new customer's first visit, or services that need a manual review. See What are Automatic Actions?.

Yes, with Recreate, which books a new appointment from the cancelled one's details.

The form is filled in with the pets, services, team member, resources, date, times and notes, and opens with Magic Availability Check off. The original cancelled appointment stays in your records. It suits a customer who changed their mind, a cancellation made in error, and rebooking the same time once an issue is resolved. See Un-cancel & Appointment Recovery.

Only a Pending, Confirmed, Declined, Cancelled or Invoice Amount Void appointment can be deleted, so a paid appointment cannot. This cannot be undone. For record-keeping, archive instead.

Cancel changes the status and can message the customer. Archive only hides the appointment. Both keep the data for your records and reports. See What's the difference between cancelling and deleting an appointment?.

An archived appointment has no restore button, although the dialog says archived items can be restored. The record is kept, so the Petboost team can restore it for you: see Get an archived appointment back.

No. Recreate books a new appointment. If a credit was forfeited when you cancelled, return it with Adjust Balance on the customer's package card. See Customer Package Balances.

Email [email protected], use live chat from 9am to 5pm AEST, Monday to Friday, or call 1800 291 005. The guides are on Petboost Academy.

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