Complete reference for understanding appointment statuses, their meanings, and workflow progression.
Status Overview
Appointments move through distinct statuses as they progress from booking to completion. Understanding each status helps you manage your business efficiently and provide excellent customer service.
Primary Workflow
Pending → Confirmed → In Progress → Completed → Ready to Pay → Paid
Alternative Flows
Declined (business rejects booking from Pending)
Cancelled (customer or business cancels from Confirmed/In Progress)
Payment Declined (payment fails from Ready to Pay) → Retry → Paid
Complete Status Reference
1. PENDING 🔵
What it is: New booking awaiting business confirmation
Next steps: Confirm, Decline, Edit, or Contact Pet Owner for more details before making a business decision
Can automate? No - requires business decision
Colour: 🔵 Blue circle
What this means for the business:
New revenue opportunity requiring review
Customer waiting for confirmation
Opportunity to verify availability and resources
Time-sensitive response needed (best practice: within 2 hours)
What this means for the customer:
Booking submitted successfully
Waiting for business confirmation
May receive instant confirmation if business has auto-confirm enabled
Can still modify or cancel until confirmed
2. DECLINED 🔴
What it is: Business rejected the booking
Next steps: Archive, Rebook (if customer wants to try again)
Can automate? No - requires business decision
Colour: 🔴 Red circle
What this means for the business:
Booking rejected with reason
Resources not allocated
No revenue impact
Customer may try again
Should provide clear reason for decline
What this means for the customer:
Booking not accepted
Receives decline notification with reason
Can try booking again
May need to adjust timing or services
3. CONFIRMED 🟢
What it is: Booking accepted and scheduled
Next steps: Start, Reschedule, Edit Details, Cancel, Send Reminder, Pre-Hold Funds
Can automate? Yes - Auto-start, Auto-reminders, Pre-hold funds
Colour: 🟢 Green circle
What this means for the business:
Appointment locked into schedule
Resources allocated and reserved
Customer committed to appointment
Revenue confirmed (pending service delivery)
Can enable automated workflows
What this means for the customer:
Appointment confirmed and scheduled
Receives confirmation email/SMS
May receive automated reminders (24h, 2h before)
Can still reschedule or cancel (with notice period rules)
4. CANCELLED 🔴
What it is: Appointment cancelled by customer or business
Next steps: Rebook, Process refunds (if applicable)
Can automate? No - requires manual action
Colour: 🔴 Red circle
What this means for the business:
Appointment removed from schedule
Resources freed up
May need to process refunds
Revenue lost (unless rebooked)
Should follow cancellation policies
What this means for the customer:
Appointment cancelled
May receive refund (depending on notice period)
Can rebook if desired
Receives cancellation confirmation
5. IN PROGRESS 🩷
What it is: Service currently being performed
Next steps: Complete, Add Notes, Upload Photos
Can automate? Yes - Auto-start, Auto-complete
Colour: 🩷 Pink circle
What this means for the business:
Service delivery in progress
Time tracking active
Staff actively working on appointment
Revenue being earned
Can document service details
What this means for the customer:
Pet is being cared for
Service is actively happening
Can receive real-time updates
May receive progress photos/notes
6. COMPLETED 🟣
What it is: Service finished, invoice being finalised
Next steps: Finalise Invoice, Edit Invoice, Add Service Notes, Send Service Report
Can automate? Yes - Auto-finalise
Colour: 🟣 Indigo circle
What this means for the business:
Service delivery complete
Time to finalise billing
Can add additional services, tips, discounts
Revenue ready to be collected
Can generate service reports
What this means for the customer:
Service completed successfully
May receive service report
Invoice being prepared
Payment will be processed soon
7. READY TO PAY 🟣
What it is: Invoice finalised, awaiting payment
Next steps: Charge Card on File, Take in-person payment, Send Bank Transfer Request or Mark as Paid by Cash
Can automate? Yes - Auto-pay
Colour: 🟣 Indigo circle
What this means for the business:
Invoice is ready to finalise pending final edits
Payment collection required
Revenue ready to be captured
Can use multiple payment methods
With Auto-Pay on, the card is charged at the next automatic check, which runs every 15 minutes
What this means for the customer:
Invoice ready for payment
Can pay via saved card, in-person, bank transfer, cash, or other methods
May receive invoice email if bank transfer request
Payment will be processed automatically (if auto-pay enabled)
8. PAID 🟢
What it is: Payment received successfully
Next steps: Issue Refund, Print Receipt, Send Receipt, View Transaction, Rebook
Can automate? Yes - Auto-send receipt
Colour: 🟢 Green circle
What this means for the business:
Revenue collected successfully
Transaction complete
Can generate receipts and reports
Appointment fully closed
Can create follow-up bookings
What this means for the customer:
Payment processed successfully
Receipt available
Service fully complete
Can book follow-up appointments
May receive receipt email
9. PAYMENT DECLINED 🔴
What it is: Payment attempt failed
Next steps: Retry Charging Card, Request Different Payment Method, Take in-person payment
Can automate? No - requires manual intervention
Colour: 🔴 Red circle
What this means for the business:
Payment collection failed
Revenue not captured
Need to resolve payment issue
Customer may need to update payment method
Should contact customer promptly
What this means for the customer:
Payment method declined
May need to update card details
Service completed but not paid
Should resolve payment to complete transaction
10. REFUND GRANTED ⚫
What it is: Full refund processed
Next steps: View Transaction, Archive
Can automate? No - requires manual approval
Colour: ⚫ Slate circle
What this means for the business:
Revenue reversed
Customer fully refunded
Transaction closed
May impact business metrics
Should document refund reason
What this means for the customer:
Full refund received
Money returned to original payment method
Service cancelled/undone
Receives refund confirmation
11. PARTIALLY REFUNDED 🟡
What it is: Partial refund processed
Next steps: View Transaction, Process additional refunds (if needed)
Can automate? No - requires manual calculation
Colour: 🟡 Amber circle
What this means for the business:
Partial revenue reversal
Customer partially refunded
May need to process additional refunds
Should document refund reasoning
Balance between service provided and refund
What this means for the customer:
Partial refund received
Some money returned
May receive additional refunds
Service partially cancelled/undone
12. INVOICE AMOUNT VOID ⚫
What it is: Invoice amount cancelled/voided
Next steps: Archive, Rebook (if applicable)
Can automate? No - requires manual action
Colour: ⚫ Slate circle
What this means for the business:
Invoice cancelled before payment
No revenue impact
Appointment essentially free
May indicate service issue
Should document void reason
What this means for the customer:
Invoice cancelled
No payment required
Service provided at no charge
May indicate service issue resolution
13. BLOCKED TIME ⚫
What it is: Time blocked off (not a customer appointment)
Next steps: Edit, Delete, Convert to appointment
Can automate? No - manual scheduling tool
Colour: ⚫ Slate circle
What this means for the business:
Time unavailable for bookings
Used for breaks, maintenance, personal time
Helps manage availability
Not customer-facing
Can be converted to appointment if needed
What this means for the customer:
Time slot not available
May see as "unavailable" in booking
Not a customer appointment
Business scheduling tool
Automation Opportunities
Fully Automated Workflow
When all automations are enabled:
Pre-Hold Funds (72h before) → Validates payment method
Auto-Start (at appointment time) → Confirmed → In Progress
Auto-Complete (at end time) → In Progress → Completed
Auto-Finalise (30 minutes after the scheduled end time) → Completed → Ready to Pay
Auto-Pay (next 15-minute check) → Ready to Pay → Paid
Manual Override Points
Confirm/Decline - Always requires business decision
Start - Can be manual if auto-start disabled
Complete - Can be manual if auto-complete disabled
Finalise - Can be manual for price review
Payment - Can be manual for payment method choice
Status Transition Rules
Forward Progression
Pending → Confirmed → In Progress → Completed → Ready to Pay → Paid
Alternative Paths
Pending → Declined (business decision)
Any status → Cancelled (customer or business)
In Progress → Confirmed (Undo Check In)
Ready to Pay → the status it held before check out: In Progress, Completed, Confirmed or Payment Declined (Undo Check Out)
Ready to Pay → Payment Declined → Ready to Pay (retry)
Paid → Refund Granted/Partially Refunded
Terminal Statuses
Paid - Final successful completion
Declined - Final rejection
Cancelled - Final cancellation
Refund Granted - Final refund completion
Best Practices
For Businesses
Respond to Pending appointments within 2 hours
Use automation to reduce manual work
Document service notes during In Progress
Review invoices before finalising
Follow up on Payment Declined promptly
For Customers
Check email/SMS for status updates
Keep payment methods up to date
Respond to confirmation requests promptly
Contact business for any questions