Manage service bookings from request to completion

Give every booking a clear next step

A booking should tell you who is coming, what they chose, when it happens, what they have paid, and what to do next. Ordafy keeps those details together so your team and the customer work from the same information.

1. Review new requests

Open Bookings when a new notification arrives.
Check the service, option, date, time, timezone, customer details, and notes.
Look at Calendar and any connected diary for a last-minute clash.
Check whether the customer has paid a deposit, paid in full, or will pay later.

If something is unclear, message the customer before accepting. A short question now can prevent a cancellation or a disappointing visit later.

2. Confirm or decline promptly

Confirm when you can deliver the service as described. If you cannot, decline soon and give a helpful reason. The customer can then choose another time or provider instead of waiting without an answer.

Services with automatic acceptance may confirm immediately when the time fits your rules. Still check your Calendar regularly when acceptance is automatic.

3. Prepare the customer

Use the conversation attached to the booking to share only what they need, such as:

Address, parking, entrance, or accessibility details
What to bring or do before the appointment
A secure meeting link for an online service
Questions, forms, measurements, or photos needed in advance
Who to contact if the customer is delayed

Keeping the conversation with the booking gives both sides a useful record.

4. Keep payment status clear

Paid in full: No balance remains unless the customer adds something later.
Deposit paid: Tell the customer when and how the remaining balance is due.
Payment due: Collect online or in person according to the terms on the listing.
Refund due: Follow the published cancellation policy and record the outcome on the booking.

Online card payments go through the payout provider available in your market. Complete payout setup and use Settings → Payouts & settlements to review balances and transfers. For in-person collection, open Ordafy POS under Tools → POS — use Till for a new sale or Collect payment for a balance still due on a booking.

5. Handle the appointment

Open the booking from Bookings or Calendar.
Confirm the customer and service before starting.
Add useful internal notes without storing unnecessary sensitive information.
After delivering the service, mark the booking Completed.
If the customer did not attend, mark it No-show and apply your stated policy consistently.

Cancellations and changes

Check the listing’s cancellation window before taking action.
For a new time, choose an available slot and confirm the change with the customer.
Check that the updated appointment appears correctly in Calendar.
Refund or retain a deposit only when your policy and the payment status support it.
Note any agreed exception so your team understands the decision.

A simple daily routine

Morning: Review today’s appointments, unpaid balances, and preparation notes.
During the day: Respond to new requests and customer messages.
After each appointment: Complete the booking and add any useful follow-up note.
Before closing: Check tomorrow’s schedule and resolve anything still pending.

Common questions

Where can I see every appointment?

Use Bookings for a searchable list and Calendar for a day, week, or month view.

Can I add a booking for a walk-in or phone customer?

If your role allows it, create a booking in Ordafy Business, add the customer and service details, then record or collect payment.

What can customers see?

Customers can follow their booking status, payment details, and conversation from Bookings in their Shop account. Share the customer booking guide when they need help.

Keep bookings dependable

Respond quickly, keep Calendar accurate, and close completed appointments on the same day. If clashes are a problem, follow connect your calendar. If you are still preparing your offer, start with list your first service.