How did my client book an appointment when I'm not available?

How did my client book an appointment when I'm not available?

How did my client book an appointment when I'm not available?

When a client is able to book an appointment online, it is often associated with the setup. Here are a couple areas to check:
  1. Are the worker's custom or online hours setup correctly?
    1. Check in Setup > Setup Worker Details > Hours > Online Hours
    2. Check in Setup > Setup Worker Details > Hours > Custom Hours 
  2. Does the service have 'double-book' checked or a 0 duration allowing the appointment to be booked anywhere?
    1. Check in Setup > Setup Services
    2. Check in Setup > Setup Worker Details > Services > Custom Edit
    3. Check in Clients > Client Card > Appointments > Preferred Duration checkbox
After checking these settings, if there is no logical reason this appointment was booked, we need to act quickly to determine how the appointment got booked so we can make it right for your business and your customers. 

Time-Sensitive Details Essential to Resolving Off Hours Booked Appointments

One of the great things about online booking is you can share the link everywhere! One of the downsides is, our quality assurance team cannot possibly test the millions of ways people share their online booking link on posts, stories, messenger apps, marketing, websites, qr codes, link trees, etc. 

With your help & your clients help, having additional information of how your clients use your online booking will be extremely helpful. Using the questions below, please contact the client who booked to gather this information to send back to support@stxsoftware.com. Also, feel free to copy/paste a version of this message into an email to them if they are unreachable and then forward along their response:

Quote
Hi! Our business and our booking software are taking your recent online booking mishap very seriously. We would like to guarantee this doesn't happen again and would appreciate any details you could provide. Here's a few details that will help guide us in permanently resolving this challenge for future bookings:
    1. What device were you on when you booked the appointment?
      1. Example: iPhone, Android, Computer, Tablet, etc.
    2. Do you remember which app you were on to book the appointment?
      1. Example: Instagram, Facebook, Gmail, Chrome, Safari, Link Tree, etc.
    3. Do you remember if you logged in or searched first or book from past appointments list?
      1. Search First, then Login
      2. Logged In, Searched for Appointment
      3. Logged In, Booked from Past Appointments
    4. Any other helpful details?
      1. How did you receive the link? Online Search? Email Marketing? Social Media Link? 
      2. Did you book from the Meet the Team page or Booking Menu?
      3. Did you click the back arrow, change around services, etc?

Additionally, we would love to know how your business is spreading your Online Booking link. Please send STX Support examples of the ways your business shares the booking link and which link you share in Setup > Setup Online Booking. 
  1. Examples of Online Booking Sharing Methods:
    1. Website
    2. Instagram > Link Tree
    3. Instagram / Facebook > Messenger
    4. Facebook > Post / Stories
    5. Email Marketing / Reminders
    6. Text Messaging / Marketing