Client self-service
The "Client self-service" section controls what clients can do by themselves in Marketplace after they have a booking. These settings are configured per location and apply to the online actions in the reservation detail. The same deadlines and policy texts can also appear as "Reservation policies" before a client confirms a new online booking.
Who this page is for
- Owners and managers who configure online booking.
- Teams that want clients to cancel or change bookings without calling.
- Locations with group classes where clients need to change the number of reserved seats.
Before you start
Check that:
- online booking is enabled for the location;
- services that should be rescheduled online are active and available for online booking;
- the business has clear rules for when clients can make changes;
- you have prepared policy text in the business language.
What you can control
In "Client self-service deadlines", each action has its own setting:
- "Online cancellation" - the client can cancel the booking until the selected deadline;
- "Date/time change for single appointments" - the client can choose a new available day and time for a single appointment;
- "Seat changes for group classes" - the client can change only the number of reserved seats for a group class.
If you set an action to "Disabled", the client will not see that action as available.
How to configure the deadlines
- Open "Online booking" for the specific location.
- Open "Client self-service".
- In "Client self-service deadlines", choose a deadline for:
- "Online cancellation";
- "Date/time change for single appointments";
- "Seat changes for group classes".
- If an action should not be available online, keep it disabled.
- Save the changes.
How to add client policy texts
- In the same section, open "Client policy texts".
- Fill in the business language first.
- Add other languages if needed.
- Save the settings.
These texts appear in Marketplace next to the matching action. For example, the client can open the date and time change rules or the seat change rules before making the change.
In Marketplace, these texts can also appear in "Appointment confirmation" as "Reservation policies" before the client submits the request.
If an action is enabled but the business language text is missing, Business shows "Missing business language policy text".
What the client sees
Before confirming a new booking, the client can see "Reservation policies" with a summary for cancellation, date/time changes, or seat changes based on the booking type.
After the booking is created, the client opens the reservation detail and sees "Manage reservation" when actions are available or explained. It can include:
- "Choose new date and time";
- "Change number of seats";
- "Cancel reservation".
Each action can show a deadline or an explanation why it is no longer available. The client also sees your policy text when you have filled it in.
Important
- "Date/time change for single appointments" applies to single appointments, not group classes.
- "Seat changes for group classes" applies to group classes and changes only the number of seats.
- An online-paid booking can be blocked from seat changes, and the client will be told to contact the location.
- When rescheduling, the client can choose only available slots that match the online booking rules.
- If the deadline has passed or the appointment has already started, the action will not be available.
Common issues
The client does not see a change or cancellation action
Check whether the action is disabled, whether the deadline has passed, and whether the booking is the correct type.
The action appears but the client has no explanation
Fill in "Client policy texts" at least in the business language.
The client cannot choose a new time
Check availability, the service online booking settings, working hours, and the rules for how early or how far ahead clients can book.