Are you requesting a payment before an online booking is made?
In rare cases, a customer may experience signal loss or navigate away from the browser too quickly. In such instances, the payment may still be captured before the appointment is created, as the payment processing occurs prior to the appointment being finalised.
This may result in the customer not receiving an SMS or email confirmation for the booking or booking request, as the booking has not been populated. It is important to emphasise to your customers that any booking request is not secured until they have received confirmation from you.
If, on the rare occasion, this occurs, customers should contact you to inform you that they have not received any confirmation. In such cases, you can then cross-reference the dates and times of attempted transactions.
To find a possible payment, take a look at the top right Person icon > My Earnings
This type of transaction will not have a customer's name attached. However, you will be able to narrow down the payment by searching for the date, time and amount the customer has informed you of.
Connecting up the payment to a manual booking
Once you have found the transaction, take a note of the amount, time and Payment Reference number. This will look like 'my_salon6437895t73'
Now, if you have not created the booking yet for the customer, go ahead and create their booking > or you can refund the transaction if you are unable to fulfil their booking.
In the appointment, hop over to the payment tab and click 'Add Payment'
Pop the details into the Payment Date, Payment Method, Amount and Reference
You can add any note you may like into the Description > the payment Reference number is the important field to be able to link up the transaction and booking.
Click add, and now when you go back to the 'My Earnings' you will see both transactions in the list one with the customers name and one without. At this point, as long as the record with the customers name attached is also displaying the option to Refund or Delete > you can go ahead and Delete the duplicate with no name attached.
This has linked up their SavvyPay payment and removed the duplicate entierly from your reports.
Any questions do let us know in our help chat or email us hello@itsallsavvy.com