What this helps you do
Take the correct next action on a customer booking without accidentally repeating a charge, refund, or booking operation.
Before you start
Open Bookings, select the booking, and read its current status, payment, attendance, assigned resources, and timeline. Paid cancellations and deposit refunds require order-refund permission.
Steps
- Confirm the booking's date, time, quantity, customer, payment, and current status.
- Use only the action that matches what happened in real life: attendance, handover, return, completion, or cancellation.
- Read the confirmation message before continuing.
- Reopen the booking timeline and confirm the action was recorded.
Read the booking first
Open Bookings, then select the booking. Check its date, time, quantity, customer, assigned resources, payment, linked order, attendance, and timeline before taking action.
Main booking statuses
- Pending payment: the booking exists but payment is not confirmed yet.
- Confirmed: the booking is active.
- Cancelled: the booking will not happen.
- Completed: the service or rental journey has finished.
- No-show: the customer did not attend.
Buttons appear only when that action is safe for the booking's current state.
Record attendance
After the start time, select Mark attended when the customer arrives. Select Mark no-show only after the offer's no-show grace period has passed. Attendance can be corrected later when the booking is still eligible.
For an unhanded physical rental, marking no-show prevents a handover that never happened. Do not mark a customer as a no-show merely because they are a few minutes late; respect the configured grace period.
Complete a booking
Automatically completed offers close after their end time. For a manually completed offer, Mark completed appears after the end time and only after the required service or rental steps are ready. A physical rental normally needs its return and inspection recorded first.
Cancel a booking
- Select Cancel booking.
- Add an optional reason of up to 2,000 characters.
- Review whether the button says Cancel booking or Cancel and refund.
- Confirm.
Cancellation affects only this booking. When money was collected, Upstorr returns the booking charge and refundable deposit to the customer's original payment sources. Staff need order-refund permission for a paid cancellation. A booking cannot be cancelled after a rental has been handed over; record its return instead.
If the refund fails, use Retry refund. This reuses the cancellation amounts already recorded—it does not cancel or refund the booking twice.
Customer-requested cancellation
A customer request appears on the booking with its time and reason. It is a request for your team to review, not proof that cancellation and refund have already finished.
Customer email history
The booking keeps its customer-email history. When an email shows Failed and allows a manual retry, use Retry email. This queues another delivery attempt; it does not repeat the booking action itself.
What happens next
The booking detail and timeline show the new status. If an action created a refund or customer email, check its separate status until it finishes.
Common problems
- An action button is missing: the action is not safe for the booking's current status or time. Read the status and lifecycle cards first.
- Cancel is unavailable: a rental may already be handed over, a cancellation may already be running, or checkout payment may still be reconciling.
- A paid action is disabled: ask a staff member with order-refund permission.
- A refund or email failed: use its specific retry action. Do not repeat the original booking action.