Handling Online Booking Requests

Availability: all plans

When a customer sends a booking request and confirms their email, it reaches you for a decision. You can approve it into a job or decline it. A request that arrives complete may be accepted for you. This guide covers what you receive and how to respond.

Before you start

Responding needs permission to accept job requests.
A request that shows Awaiting Verification cannot be answered yet. The customer has to enter the six-digit code emailed to them first.
A booking that picked one of your services and answered everything is accepted for you and becomes a job, unless you have turned automatic acceptance off. A request that did not pick a service always waits for you. The setting is called Accept Online Bookings Automatically and is on by default.

Steps

Open Inbox, then Marketplace Leads. The page is titled Requests and shows how many are pending. Select Show unverified to include requests still awaiting a code, or Hide unverified to hide them.
Read the card: the service and its price label, the customer, email and phone, address and description, and badges for Existing customer and where it came from (Your booking link, Service link, Your website, QR code). An Accepted automatically badge marks a request the platform took for you.
If the customer asked for a preferred date and time, the card says it is a preference, not a booked slot.
Select Approve & Create Job. If the details match a customer you already know, you are offered This is them to attach it to that record; otherwise carry on.
Check the property result. If similar properties exist, choose one or None of these - create a new property and give a reason. Use Edit address (if needed) only if the address is wrong.
Choose a Job Type if the terms are settled, tick I confirm this is the correct service location for this job., and select Create Job.
To refuse, select Decline, choose a Reason (Outside service area, Fully booked, Service not offered, Insufficient information or Other), add an optional message to the customer, and select Decline Request.

What the customer experiences

After submitting, the customer is told to check their email for a six-digit code. Once they enter it, the panel shows Request sent with a reference number and says your business will get back to them to confirm a time. They are also emailed a copy.

Tips

When a customer picked an arrival hour, that hour and the technician held for it are used when the request becomes a job.
If the address fell outside every location's radius, the card says Address outside location radius and the request was routed to your primary location.

If something goes wrong

If Approve & Create Job is greyed out, tick the location confirmation, and complete the property choice and reason if the page asks for them.
If a request is missing, select Show unverified; it may still be waiting for the code.
If you cannot see Marketplace Leads, you may not hold the permission to accept job requests.

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