Online booking: Add-ons/multi-service bookings

Cancellation policy not working

I've had a few clients cancel a booking within the paid cancellation window and yet it shows as no fee cancellation on their end. I've set everything up according to our terms and conditions which is also included in our confirmation e-mail but still clients manage to cancel free of charge which makes for a very very awkward conversation.

Review Booster automatic email timing seems wrong

I love that review booster has a feature to automatically email pet parents! When I set it up, I chose the setting “Send request [1 day] after booking completion”. I expected this to mean that the email is sent the day AFTER the booking / the NEXT day. However, I recently looked at specific client pages, and I saw that a drop-in visit I did on October 1 had the review email sent on October 1. (The review booster email actually got sent ~15 minutes before I sent the report card!) I was expecting it to be sent on October 2. I also looked at an overnight house sit I recently completed, which was scheduled for October 3 - October 11. The automatic review email was sent on October 11, but I expected it to be sent on October 12. In the meantime, I’ve changed my review booster setting to “Send request [2 days] after booking completion”, since that seems like it’ll achieve the result I’m going for. But I wanted to point it out because I assume this isn’t how the feature was meant to be implemented!

Can’t add more photos after upload

Sometimes I’ll add photos during the visit and then want to add more but I have to delete all the ones I uploaded and readd them with the extra photos. The box that says add it unclickable after upload

Bug with client view in webapp

when using the client view option in the webapp (specifically payment receipt preview in this case) It opens up the view but then I get stuck with no way to exit the view clearly. I had to tap "download" and then back out of it to get back to the menu.

Bookings with exact times showing incorrect availability

I switched a couple of my services to exact times rather than windows, but when I previewed it on my booking page, it showed those services as available during windows it shouldn’t be available, even though I have my availability set correctly.

Android

Love it so far but it has some bugs on adroid, such as number being overlapped on the calendar

Cancellation "free" language + more

Hello there, I wanted to clarify what I’m running into with the new cancellation policy feature because I don’t think my current retainer policy maps cleanly to the system. My cancellation policy is not based on charging a cancellation fee. I collect a booking retainer when the service is booked, and the outcome of that retainer depends on whether the client cancels or reschedules and how much notice they provide. My current structure is: (drop-in part is new) Drop-in Care • More than 24 hours before service: if the client requests a reschedule, the booking retainer can be held as a service credit for a future booking. • Cancellation: the retainer is retained. • Within 24 hours: the retainer is retained and is not eligible for service credit. • Day of service / missed service: the full remaining balance is due. Staycation Collection • More than 10 days before service: if the client requests a reschedule, the booking retainer can be held as a service credit for a future booking. • Cancellation: the retainer is retained. • Within 10 days: the retainer is retained and is not eligible for service credit. • Day before or during service: the full remaining balance is due. • Missed service: the full balance is due. Service credits, when applicable, are valid for one year from the original booking date, are non-transferable, and cannot be redeemed for cash. The problem is that the cancellation-policy feature appears to be designed around a fee/penalty being charged when a client cancels within a certain window. That doesn't accurately represent my system. Ideally, I would like to be able to mark the amount collected as a retainer/deposit, have the system recognize that amount as part of the client's balance, and have the ability to convert that retained amount into a service credit when a qualifying reschedule occurs. If Scritches cannot currently support that workflow, I would rather not use the cancellation-policy automation than create a policy that doesn't accurately reflect my business. There is one additional issue that is especially important to me. I understand that I can turn off “Let clients cancel visits from the portal,” which would require clients to contact me directly. However, the chat box said that if a service does not have a cancellation policy assigned, Scritches will still publicly display: “Services without a policy allow free cancellation at any time.” That language is not accurate for my business. If I disable portal cancellations, I need the client-facing language to reflect that clients should contact Peach Paw Collective directly for cancellations and rescheduling, rather than telling them that cancellation is free. So, if the retainer + service-credit workflow cannot be added, is there a way to remove or replace the “Services without a policy allow free cancellation at any time” language? Ideally, I would like it replaced with something along the lines of: “Cancellation and rescheduling requests must be submitted directly to Peach Paw Collective and are subject to the cancellation policy for the applicable service.” I want to make sure that all client-facing language in Scritches accurately matches my actual terms, whether the cancellation feature is enabled or disabled. Thanks!

Name

Hi Lucas! When I generated a report card for a recent visit, I noticed the old name/email being used. It should be “AmysPetCarePA”. I’ve attached pictures of what I’m seeing and what the profile says. Thanks!

Client Issue with booking

I just had a client have an issue with clicking continue through the booking process. Sending a screenshot of their end with personal info blocked out.

Booking Confirmation & Invoices Not Sending

I sent out a booking confirmation and invoice yesterday to my client and they said they haven’t received it in their email. I’ve tried sending it 2 more times and still haven’t gotten it. I created a test profile to see if it was an email issue on their end or if it was scritches, and it seems to be an issue with scritches as I didn’t get anything in my email either when I tried sending an invoice to myself. Not sure if anyone else is having this issue?

thank you Lucas for all you do. I would like to request being able to include the tip prompt line at all times on invoices, not just before a booking starts and after the booking has been completed. Many of my clients with big bookings and repeat bookings like to pay like on the last day right before the last visit ends. Then the tip prompt is not there. So if there could be an option to just keep the tip prompt line on an invoice at all times, it would be great. Thank you!

Can't upgrade

When I try to upgrade to solo it says "failed to create checkout session. please try again later" I did try again after a few hours with the same response. I tried on a laptop and phone with different wifi settings! Any help would be appreciated, I love the idea of this program.

Constant pop up that blocks calendar

The booking confirmed notification/pop up that occurs when you forst make a new booking, keeps popping up every time I go to touch anything else in the portal, and keeps getting in my way. Not sure if it's a bug or glitch, but it's very annoying to keep having to slide it down every time I go to edit my calendar!

no emails are being sent from portal

no emails are being sent (i.e. report cards, cancellations, bookings...etc) from server side to client inboxes

Service Windows

Hi Luca - having some difficulties with the “exact times” service window options. I would like to use exact times for my Meet & Greets, however I would like to limit the service window to be from 10 AM-8PM. Even though I select only the 10 AM and 8 PM slot time in the service window for Meet & Greets, on my booking page it will still show availability starting at 7 AM and ending at 9:30 PM. Unsure if this is a bug or if I’m doing something wrong. Thanks

New custom pet fields error when saving to profile.

Created a new custom pet field to add to the profile and then when I went to the profile to fill in the field I got an error message and it won’t save to the profile.

Remove one pet from booking

A client sent a booking request for one one of there pets as they are taking the other one with them but it still shows both pets on the booking. Is this something that the client has to fix on their end because i cant find a way to remove the pet on my end? And when clients book services does it automatically book all the pets under their account because if so that might be a feature that we look into adjusting.

Service Windows

Hi Lucas, First, I’m really enjoying using scratches.io and appreciate all the hard work you have put into creating this software! I have played around with the service windows for a bit, trying to figure out what works best for my clients.  I’m having an issue where I have deleted and edited several service windows, however the changes are not being seen on the booking page, even after I have refreshed the page several times.  Is there a delay in the update or am I doing something wrong?  Any advice would be appreciated! Also, any chance I can just list a start time and don’t have to put an end time (ex. 9am walk and then client can choose 30min or 1hour).  I’d like to give clients the option to pick the exact time they would like to best meet their schedule. Thanks in advance for your help! Kristen

Request to Book Not Working

People used to request to book, however bookings are now being automatically confirmed. My settings are still 'Request to Book'. Could someone please assist with this asap. Thanks Claire