Handling booking requests

Open Requests in the sidebar. In dog walking and tutoring businesses it's called Bookings. The inbox has three tabs:

• Pending: new requests, plus requests where you've suggested a time and are waiting on the client
• Approved: requests you (or the client) have said yes to
• Declined: requests you declined, or suggested times the client turned down, with the reason that was sent

Each pending card shows the client, the service they picked, the time they want (or "no preferred time"), and any notes they left.

Click the blue button on the card. It says Approve & schedule when the client asked for a time, or Approve when they didn't. The request moves to the Approved tab.

Approving puts the job on your schedule at the time the client asked for, and emails them a confirmation. The request moves to the Approved tab and the job appears on Schedule.

If the client didn't ask for a particular time, approving still creates the job, but with no time on it. Open it from Schedule and pick one — the client is emailed a confirmation when you save the time.

If the time they asked for doesn't work, offer another one:

1. Click Suggest a time on the request card
2. Pick a date and a time under Proposed time. Both are required.
3. Add an optional Message, then click Send proposal

If the client has an email address, they get an email with a link to a page where they can Confirm this time or answer Doesn't work for me. Meanwhile, the card stays in Pending with a Waiting on client badge.

• If they confirm, the request is approved with the new time and, for a new booking, the job goes on your schedule at that time
• If they decline, the request moves to the Declined tab
• Changed your mind? Click Withdraw proposal to put the request back to pending

Biller doesn't email you when a client answers a proposal. Check the inbox to see where things stand.

1. Click Decline on the request card
2. Pick a reason from the list, or write your own under Or say it your way. What you write replaces the reason you picked. Both are optional.
3. Click Decline & send

If the client has an email address, they get a short email that includes your reason and a link to send another request. If they don't, nothing is sent and the reason is saved for your records.

The preset reasons start as "We're fully booked then", "Outside our service area", and "We aren't offering this service right now". You can change them in the booking settings (the gear icon on the Requests page).

Clients can ask to move a job from its status page (the link in their confirmation and reminder emails). Under Need a different time? they can suggest a time and add a note. Both are optional. Once a job is completed, cancelled, or marked a no-show, it can't be rescheduled.

These requests show up in Pending with a Reschedule badge. The card shows the time they want and when the job is currently scheduled.

• Approve new time moves the job to the time the client asked for, keeping the same length, and emails them the new time. If they didn't suggest a time, the job stays where it is.
• Suggest a time works the same way as for new requests. When the client confirms, the job moves to your suggested time.
• Decline leaves the job where it is

For clients with an email address on file, Biller sends:

• A "job confirmed" email when you approve a request that asked for a time, with the time and a link to the job's status page
• An email when you suggest a different time
• An email when you decline, including your reason
• A "new time" email when you approve a reschedule request

If the request didn't ask for a particular time, approving creates the job but sends nothing — the client hears from you when you set the time.