> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ontimebookings.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage a booking

> Open a booking to see everything about it and act on it — approve, complete, cancel, take payment, or edit.

Click any booking on the calendar and a panel slides out with everything recorded about it, and the buttons to do something about it.

Nothing on this panel can be typed into. It's for reading and for acting — to change details, use **Edit**.

## The top of the panel

The **booking number** with a copy button beside it. Useful when a customer rings and you need to quote a reference.

Two badges:

* **Status** — where the booking is up to.
* **Payment status** — where the money is up to.

They're independent. A booking can be confirmed and awaiting payment at the same time.

<Note>
  Opening a booking adds it to the web address in your browser. Copy that address and send it to a colleague and it opens the same booking for them. Refreshing the page keeps it open too.
</Note>

## Quick actions

The buttons change depending on the booking's status, so you only ever see what makes sense right now.

| Button             | Shows when                         | What it does                                                |
| ------------------ | ---------------------------------- | ----------------------------------------------------------- |
| **Approve**        | The booking is awaiting approval   | Confirms it                                                 |
| **Complete**       | Confirmed                          | Marks the session as delivered, with optional closing notes |
| **Cancel**         | Awaiting approval or confirmed     | Ends it and returns the credit                              |
| **No Show**        | Confirmed                          | Ends it and keeps the credit as used                        |
| **Record payment** | Confirmed, and your role allows it | Records money received                                      |
| **Edit**           | Awaiting approval or confirmed     | Opens the booking for changes                               |
| **Resend email**   | Always                             | Sends the confirmation email again                          |

Cancel, no-show, and complete each explain what they do before they do it — see [Cancel, no-show, and complete](/take-bookings/cancel-and-no-show).

<Tip>
  **Resend email** is the fastest fix for "I never got a confirmation". You can send it to a different address than the one on file, which covers the typo case too.
</Tip>

## What's on the panel

### Cancellation details

Only on cancelled bookings. Shows **who** cancelled it, **when**, and the **reason** given. If a customer disputes a cancellation, this is where you look.

### Pickup address

Shown prominently near the top, as a link that opens **Google Maps**. It's there for the provider heading out the door.

### Customer information

Name, email, phone.

### Student information

Only when the person attending is different from the person who booked. Their own name, email, and phone.

### Schedule time

Two times, and the difference matters:

* **Booking time** — the session itself. What the customer expects, and what's on their confirmation.
* **Reservation time (with buffer)** — the whole block held in your calendar, including travel or setup padding either side.

So a 60-minute lesson at 10:00 might hold 9:45 to 11:15 in your diary. The customer's session is still 10:00 to 11:00.

There's a **Reschedule** button here that opens the same editing view as **Edit**.

### Reschedule history

Every time the booking has moved, with a count. Each entry shows the old time, the new time, whether the provider changed, the **reason given**, who did it, and when.

This is the record that settles arguments. It's also worth glancing at before you move a booking again — three reschedules on one lesson usually means something else is going on.

### Location

Pickup and dropoff, each with a Google Maps link.

### Service details

The service, the length booked, and the description of that length.

### Provider

Who's delivering it.

### Notes

* **Customer notes** — what the customer told you, or what you've told them.
* **Internal notes** — your team's record, never shown to the customer. Each entry is stamped with who wrote it and when, so it builds a history.

### Reminders and messages

Everything the platform has sent about this booking, and what's still scheduled. Check here before telling a customer a reminder went out.

## Statuses

| Status               | What it means                             |
| -------------------- | ----------------------------------------- |
| **Approval Pending** | Booked, waiting for you to approve it     |
| **Confirmed**        | Going ahead                               |
| **Completed**        | Delivered                                 |
| **Cancelled**        | Called off, credit returned               |
| **Failed to Attend** | The customer didn't turn up — credit used |
| **Unable to Attend** | The session couldn't go ahead             |

Bookings that are completed, cancelled, or closed as a no-show can't be edited or rescheduled. The action buttons disappear for them, which is the panel's way of telling you the booking is settled.