Understand what a customer experiences from choosing a service through payment, confirmation, account details, and later cancellation.
The customer-facing booking interface brings service selection, availability and checkout together.
The customer workflow is the public journey from choosing what to book through confirmation and later self-service. Understanding it helps administrators configure the backend in the order customers actually experience it.
Every stage depends on an admin setup area: forms on Services/Staff, slots on availability, checkout on Booking Settings/TruPayments, and communication on Notification/Mail settings.
When the customer journey breaks, identify the stage first. That prevents changing payment settings to solve an availability problem, or changing a service to solve an email-delivery problem.
A customer can only complete a useful booking journey when the underlying Booking data is ready. At minimum, the service must be active and bookable, its staff/availability must produce an open time slot, and the Booking Form must expose the steps you want customers to complete. If payment is required, an available TruPayments Payment Method must also match the booking.
Administrators can hide steps, change labels, choose layouts, and decide which customer fields appear by editing a Booking Form. That does not make an unavailable time bookable or bypass a service’s duration, staff, notice, capacity, cancellation, or refund rules.
Signed-in customers can use My Bookings to review their booking history with All, Upcoming, and Past filters and start a New Booking. The customer profile lets them maintain their own name, email, first/last name, phone, birthday, gender, and address details. An administrator-managed customer group can also be shown on the profile.
Keeping address details current matters when Booking tax is configured to use the Customer location.
If a booking is still eligible for customer cancellation, the cancellation controls follow the applicable notice and cancellation settings. The cancellation-reason field can be shown or required by Booking settings/form options.
Cancellation changes the booking immediately. If the applicable refund policy calculates a refundable amount, TruCMS either completes the refund immediately when the selected automatic flow is supported, or creates a refund request for staff to process. The customer therefore should not treat “booking cancelled” and “money refunded” as the same status.
Service rules can override module defaults
A service can use the default Booking cancellation/refund rules or its own custom refund policy. When troubleshooting a particular customer booking, review the Service as well as Booking Settings.
Core Settings → Page Setup can assign CMS pages to the Booking form, Services, My Booking, Calendar, Providers/Staff, and Customer Profile destinations. Changing those assignments changes where customers enter these workflows.
Booking Forms · Services · Staff · Booking Settings · Refund Requests
The customer’s booking list, the payment screen and the confirmation screen use the designs chosen for My Booking layout, Payment layout and Confirmation layout (see Frontend Designs). The My Bookings block shows the signed-in customer’s bookings on any page, and the customer’s overall account area is described in Visitor Accounts & My Account.