Bookings & passes
Managing bookings
View the day's bookings, understand statuses, check customers in, and handle cancellations.
Viewing bookings
Open Bookings in the main menu for your location. You'll see the selected day at a glance — each booking shows its start time, the product, a status badge, the party size, the customer's email, and the booking code. Use the date picker in the top right to jump to any day.
Booking statuses explained
| Status | What it means |
|---|---|
| Held | The customer has a slot in their cart and is still checking out. The spot is reserved for 10 minutes; on the kiosk and QR/online apps they can tap Extend hold for more time if they need it, up to an hour in total from when they picked it. |
| Awaiting payment | An order has been placed but payment hasn't finished yet. |
| Confirmed | Paid and locked in. The customer has their booking code. |
| Checked in | The customer has arrived and been checked in. |
| Completed | The booking time has passed. Confirmed bookings that were never checked in roll over to Completed automatically about a day after they end. |
| Cancelled | Cancelled by you or the customer. The spot was released. |
| No show | The customer didn't arrive. |
| Refunded | The payment was refunded. |
Held and Awaiting payment bookings still consume capacity so the slot can't be double-sold. If a customer abandons checkout, the hold expires on its own and the capacity is released — you don't need to do anything.
Checking customers in
Every confirmed booking has a short code (e.g. 7KQ2M9XWP) that's emailed to the customer along with a QR link.
From the Bookings page:
- Open Bookings for the location.
- Type (or scan) the code into the Check in box and press Enter, or press the Check in button next to a confirmed booking in the list.
- You'll see a confirmation with the party size — and, for multi-use passes, how many uses remain.
Check-in also enforces the ticket's validity window. If a ticket has expired, or isn't valid yet, check-in is refused and you'll see a message explaining why — so a customer can't use a ticket outside the dates it's good for. Each time you check in a multi-use pass, one use is deducted and the remaining count is shown; once all uses are spent, the pass will no longer scan.
At the POS:
- In the app's settings, turn on Offer booking check-in (see Building apps).
- Staff open the check-in screen on the POS and type or scan the booking code. A USB or Bluetooth barcode scanner works out of the box — it types the code and presses Enter for you.
- Alternatively, if your location has a Day sheet on the register, check-in there also opens a short panel for sending any pre-ordered food to the kitchen and seating a table — see The Day sheet.
Rebooking and cancelling from the register
If your location has a Day sheet on the register (Bookings → Day sheet button, or the Day sheet entry in the register's navigation rail), staff can also manage the day's bookings without leaving the till:
- Rebook moves a booking to a new time on the same product and party size. If the new time costs exactly the same as what was already paid, it moves immediately. If the price is different, the register won't move it automatically — cancel the booking and sell the new time as a fresh sale instead, so any price difference goes through payment properly rather than being silently absorbed. Rebooking isn't offered once a guest has checked in.
- Cancel works on unpaid, confirmed, and checked-in bookings alike — handy if a guest needs to cancel after arriving. As below, cancelling never auto-refunds; use the order's refund options separately.
- Release clears a booking hold that's run past its countdown, freeing the spot back to availability.
See The Day sheet for the full walkthrough, including sending pre-ordered food to the kitchen at check-in.
Cancellations and refunds
To cancel, press the cancel button on the booking row in Bookings (or on the register's Day sheet). Cancelling frees the spot immediately but does not refund the payment — money is always handled on the order:
- Open Orders, find the linked order (search by the customer's name or email).
- Use the refund options on the order — full, partial, or specific line items. See Refunds and edits.
This separation means you can apply your own cancellation policy — for example, cancel with no refund inside 24 hours, or refund in full for early notice.
Managing availability and closures
The Availability page is organised into tabs by the kind of thing you're scheduling — menu times, sessions, tickets, and multi-day — so you only see the settings that apply to each. Switch tabs to work on one type at a time.
A separate Blocks tab is where you close out dates or times. A block can cover everything at the location, a single product, a single resource, or a single schedule — so you can shut down the whole venue for a public holiday, take one activity offline for maintenance, or free up a resource, all without touching the rest of your availability.
Tips for busy days
- Keep the Bookings page open on a tablet at the entrance — the check-in box stays ready for the next code.
- Customers can show either the code from their email or the QR link; both work.
- If someone arrives without their code, find their booking in the day list by email and use the Check in button on the row.
For multi-visit passes, see Multi-day passes.