Duplicate bookings and incorrectly sent confirmation emails

Dear Bookly Team,

Somehow our schedule has gotten mixed up and we don’t know how to solve the problem ourselves.

Case 01:
If we enter an appointment manually, customers can still book an appointment via the website. It is irrelevant whether it is the same provider or not. As a result, the same employee often has two appointments at the same time.

Case 02:
When a customer cancels online, they receive an email confirming the cancellation. However, the email with the appointment reminder 24 hours before the appointment is still sent. This also happens if the status of the appointment is set to “canceled”.

Case 03:
In principle, we can see when each email was sent to us and to customers. We even double-check this using the “WP Mail Logging” plugin. Nevertheless, we still get customers who think they have received an appointment according to the website, but no email. Although we say on the website that an appointment is only confirmed when a confirmation email arrives, they assume that the appointment has been made because it has been confirmed on the website itself, come to our studio and are then surprised when we have assigned the appointment differently.

We do not see any errors in the settings.

We urgently ask for help, as more and more customers are getting angry.

Kind regards
Arno
On behalf of Jana Geus
Wellness and Spa at Bambados Bamberg

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