Managing Bookings

Handle customer booking requests, manage appointments, communicate effectively, and ensure successful service completion. This guide covers the entire booking lifecycle from initial request to final payment.

Accessing Bookings

Navigate to your booking management:

Go to Provider Dashboard
Click "Bookings" in the sidebar
View all requests, jobs, and history

Booking Overview

Booking List

Your booking dashboard displays:

Column	Information
Booking ID	Unique reference number
Service	Service type requested
Customer	Customer name and rating
Date	Requested service date
Status	Current booking status
Amount	Booking value
Actions	Quick action buttons

Filtering and Sorting

Filter Options:

Filter	Options
Status	All, Pending, Confirmed, In Progress, Completed, Cancelled
Service	By service type
Date Range	Custom date selection
Customer	Search by customer name
Amount	Minimum/maximum value

Sort Options:

Date (newest/oldest)
Amount (highest/lowest)
Status
Customer name

Quick Stats Dashboard

Metric	Description
New Requests	Pending responses
Active Bookings	Jobs in progress
Completed This Week	Recent completions
Revenue This Month	Monthly earnings

Booking Status Lifecycle

Status Flow

Customer Requests → PENDING → You Respond
                       ↓
           ┌─── Accept ──┬── Quote ───┐
           ↓             ↓            ↓
       CONFIRMED     QUOTED      DECLINED
           ↓             ↓
    IN PROGRESS    Customer Accepts
           ↓             ↓
       COMPLETED    CONFIRMED
           ↓             ↓
         PAID       (continues flow)

Status Definitions

Status	Meaning	Your Action
Pending	New request awaiting response	Respond within 24h
Quoted	You sent a quote, awaiting customer	Wait for acceptance
Confirmed	Booking confirmed, not yet started	Prepare for service
In Progress	Service currently being performed	Complete the work
Completed	Service finished, awaiting confirmation	Wait for customer
Paid	Customer confirmed, payment released	Job complete
Cancelled	Booking was cancelled	No action needed
Declined	You declined the request	No action needed
Disputed	Issue reported by customer	Resolve dispute

Booking Notifications

Notification Types

Event	Email	Push	SMS
New Request	Yes	Yes	Optional
Customer Message	Yes	Yes	No
Quote Accepted	Yes	Yes	Optional
Booking Cancelled	Yes	Yes	No
Service Confirmed	Yes	Yes	No
Payment Released	Yes	No	No
Review Received	Yes	No	No

Configuring Notifications

Go to Settings > Notifications
Enable/disable each notification type
Select delivery methods
Set quiet hours if desired

Enable Push Notifications

Push notifications for new requests are essential. Quick responses lead to more confirmed bookings.

Handling New Requests

Receiving Requests

When a customer books your service:

You receive notification (email, push, SMS)
Request appears in Bookings > Pending
Timer starts for response window
Dashboard shows alert badge

Request Information

Click on a request to view full details:

Customer Information:

Field	Details
Name	Customer's name
Rating	Their rating on platform
Member Since	Account age
Previous Bookings	With you specifically
Contact	Phone, email (after confirmation)

Service Details:

Field	Details
Service Requested	Which of your services
Description	What they need
Vehicle Info	Make, model, year (if applicable)
Location	Pickup/delivery addresses
Date/Time	When they want service
Special Notes	Additional requirements

Attached Files:

Vehicle photos
Documents
Reference materials

Response Options

You have several options when responding:

Action	When to Use
Accept	You can fulfill exactly as requested
Send Quote	Service requires custom pricing
Request Info	Need more details before deciding
Decline	Cannot fulfill the request

Accepting Requests

For fixed-price services:

Review request details thoroughly
Verify you can meet the requested date/time
Click "Accept"
Confirm service details
Click "Confirm Acceptance"
Customer is notified
Booking moves to Confirmed

Sending Quotes

For quote-based services:

Review request details
Click "Send Quote"
Prepare your quote:

Quote Components:

Item	Example
Base Service	Vehicle transport - $450
Distance Charge	800 miles @ $0.50 - $400
Special Requirements	Enclosed carrier - $150
Subtotal	$1,000
Validity	7 days

Add quote notes/terms
Click "Send Quote"
Customer reviews and accepts/negotiates

After Sending Quote:

Booking status changes to Quoted
Customer has 7 days (default) to respond
You can modify quote if customer requests changes
Quote acceptance confirms booking

Requesting More Information

If you need clarification:

Click "Request Info" or "Message"
Write your questions
Send message
Wait for customer response
Timer pauses while awaiting info

Declining Requests

Sometimes you need to decline:

Click "Decline"
Select reason:
- Schedule conflict
- Outside service area
- Service not available for this request
- Unable to meet requirements
- Other (specify)
Add optional message to customer
Confirm decline

Decline Impact

High decline rates can affect your search visibility. Only decline when necessary.

Response Time Targets

Response Time	Rating Impact
< 2 hours	Excellent - preferred placement
2-4 hours	Good - no impact
4-12 hours	Acceptable - minor impact
12-24 hours	Warning zone
> 24 hours	Poor - significant impact

Response Rate Target

Aim to respond to at least 90% of requests within 4 hours during business hours.

Calendar Management

Viewing Your Calendar

Go to Bookings > Calendar
View bookings in calendar format
Switch views: Day, Week, Month

Calendar Display

Color	Meaning
Blue	Confirmed bookings
Yellow	Pending requests
Green	Completed
Red	Cancelled
Gray	Blocked time

Blocking Time

Mark yourself as unavailable:

Click on date/time slot
Select "Block Time"
Set duration
Add reason (optional)
Save

Block Reasons:

Personal time off
Equipment maintenance
Other commitments
Travel time

External Calendar Sync

Connect external calendars to avoid double-booking:

Supported Calendars:

Google Calendar
Microsoft Outlook
Apple Calendar (iCal)

Setup:

Go to Settings > Calendar
Click "Connect Calendar"
Select your calendar service
Authorize connection
Choose sync direction:
- One-way (read external only)
- Two-way (sync both directions)

Communication

Booking Messages

Communicate with customers through the platform:

Open the booking
Click "Messages" tab
Type your message
Click "Send"

Common Message Scenarios

Scenario	Message Template
Confirmation	"Thank you for your booking! I've confirmed your [service] for [date]. I'll contact you [timeframe] before to coordinate details."
Day Before	"Hi [Name], just a reminder about your [service] scheduled for tomorrow at [time]. Please reply to confirm or if you need to reschedule."
En Route	"I'm on my way and will arrive at approximately [time]. See you soon!"
Completion	"Your [service] is complete! Everything went smoothly. Please let me know if you have any questions."
Follow Up	"Hi [Name], I hope everything is going well. If you were satisfied with the service, I'd appreciate a review on Menon Mobility!"

Message Templates

Create templates for common messages:

Go to Settings > Message Templates
Click "Add Template"
Enter template name
Write message with placeholders:
Save template

Using Templates:

Open booking messages
Click "Templates"
Select template
Customize if needed
Send

Communication Best Practices

Proactive Communication

Don't wait for customers to ask. Send updates at key stages to build confidence.

Professional Tone

Keep communications professional and friendly. Represent your business well.

Respond Promptly

Aim to respond to customer messages within 2-4 hours during business hours.

Completing Services

During Service Delivery

While performing the service:

Keep customer informed of progress
Document with photos if applicable
Note any issues or changes
Complete work as agreed

Marking as Complete

When the service is finished:

Open the booking
Click "Mark Complete"
Add completion details:
- Summary of work performed
- Any notes for customer
- Issues encountered (if any)
Upload documentation:
- Completion photos
- Inspection reports
- Delivery receipts
Click "Submit Completion"

Completion Documentation

Service Type	Recommended Documentation
Transport	Delivery photos, condition photos, signed receipt
Inspection	Inspection report, photos, certificates
Maintenance	Work order, before/after photos, parts list
Insurance	Policy documents, coverage summary
Documentation	Completed paperwork, copies for customer

Customer Confirmation

After you mark complete:

Customer receives notification
Customer reviews completion
Customer confirms OR raises issue
If confirmed: payment released
If issue: enters dispute resolution

Auto-Completion

If customer doesn't respond:

Timeline	Action
Day 1-3	Reminders sent to customer
Day 4-6	Urgent reminders
Day 7	Auto-complete if no dispute

Automatic Release

If a customer doesn't respond within 7 days and hasn't raised a dispute, the service is automatically confirmed and payment is released.

Handling Cancellations

Customer Cancellations

When a customer cancels:

You receive cancellation notification
Booking status updates to Cancelled
Time slot freed in your calendar
Cancellation fee may apply (per your policy)

Cancellation Fees

Configure your cancellation policy:

Timing	Typical Fee
7+ days before	No fee
3-7 days before	25% of booking
1-3 days before	50% of booking
Same day	75-100% of booking
No-show	100% of booking

Provider Cancellations

If you must cancel:

Open the booking
Click "Cancel Booking"
Select reason:
- Emergency situation
- Equipment failure
- Unable to fulfill
- Customer request
- Other
Add explanation for customer
Confirm cancellation

Cancellation Impact

Provider cancellations significantly impact your rating and search visibility. Avoid cancelling confirmed bookings whenever possible.

Rescheduling

Instead of cancelling, offer to reschedule:

Contact customer via messages
Explain situation
Propose alternative dates
If customer agrees, update booking
Avoids cancellation penalty

Customer Reviews

Review System

After service completion:

Customer receives review request
Customer rates your service (1-5 stars)
Customer writes feedback (optional)
Review appears on your profile
Your overall rating updates

Review Components

Component	Details
Star Rating	1-5 stars
Written Review	Customer's experience
Service Date	When service occurred
Service Type	Which service was provided
Verification	Badge for verified purchase

Responding to Reviews

Positive Reviews:

Thank the customer
Personalize your response
Invite them back

Neutral Reviews (3 stars):

Thank them for feedback
Address any concerns mentioned
Explain improvements you're making

Negative Reviews:

Stay calm and professional
Acknowledge their experience
Explain what happened (factually)
Offer to make it right
Take detailed discussions offline

Example Review Responses

5-Star Review Response:

Thank you so much for the wonderful review, Sarah! It was a
pleasure transporting your truck to Texas. We're glad everything
arrived safely and on time. We look forward to serving you again!

2-Star Review Response:

Thank you for your feedback, Michael. I sincerely apologize that
the delivery took longer than expected. The winter storm caused
unexpected delays across multiple states. While weather is beyond
our control, we should have communicated updates more frequently.
We're implementing better tracking notifications. I'd like to
make this right - please contact me at [email] to discuss.

Payments & Earnings

Payment Flow

Customer pays at booking (or confirmation)
Funds held by platform
You complete service
Customer confirms completion
Hold period (3 days)
Funds released to your payout account

Earnings Dashboard

View your earnings:

Go to Payments > Earnings
See breakdown:

Metric	Description
Total Earnings	Gross service revenue
Platform Fees	Commission deducted
Net Earnings	Your take-home amount
Pending	Awaiting confirmation/release
Available	Ready for payout
Paid Out	Already transferred

Payout Schedule

Setting	Default
Frequency	Weekly (Monday)
Cutoff	Sunday 11:59 PM
Processing	Monday-Tuesday
Arrival	Tuesday-Wednesday
Minimum	$50

Payout Methods

Method	Processing Time	Fees
Bank Transfer (ACH)	2-3 business days	Free
PayPal	1-2 business days	Free
Wire Transfer	1 business day	$25

Dispute Resolution

When Disputes Occur

Customers can raise disputes for:

Service not as described
Service not completed
Quality issues
Communication problems
Overcharging
Damage claims

Handling Disputes

You receive dispute notification
Booking enters Disputed status
Payment held pending resolution
Open dispute in Bookings > Disputes
Review customer complaint
Respond with your side:
- Explain what happened
- Provide documentation
- Upload photos/evidence
Platform reviews and mediates
Resolution decided

Dispute Documentation

Provide evidence to support your case:

Document Type	Purpose
Photos	Condition before/after
Messages	Communication history
Contracts	Signed agreements
Receipts	Proof of service
Third-Party	Independent verification

Dispute Outcomes

Outcome	Result
Resolved - Provider Favor	Full payment released
Resolved - Customer Favor	Full/partial refund
Resolved - Split	Partial payment to each
Mutual Agreement	Agreed resolution

Preventing Disputes

Document Everything

Photos, messages, and written confirmations prevent disputes.

Set Clear Expectations

Be explicit about what's included and what's not.

Communicate Proactively

Keep customers informed to prevent misunderstandings.

Address Issues Early

If something goes wrong, communicate immediately and offer solutions.

Booking Reports

Available Reports

Generate reports for your records:

Report	Contents
Booking Summary	All bookings for period
Revenue Report	Earnings breakdown
Service Performance	By service type
Customer Analysis	Repeat customers, ratings
Calendar Export	Schedule for period

Generating Reports

Go to Reports or Bookings > Export
Select report type
Set date range
Choose format (PDF, CSV, Excel)
Click "Generate"
Download file

Key Metrics to Track

Metric	Target	Why It Matters
Response Time	< 2 hours	Higher conversion
Acceptance Rate	> 80%	Better visibility
Completion Rate	> 95%	Trust factor
Average Rating	> 4.5	Search ranking
Revenue/Booking	Growing	Business health

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