Cancellations and problems
When a booking cannot go ahead, and when a customer reports a problem.
What happens if a customer cancels?
The deposit is not refunded, because you kept the date free for them. You keep your share.
What happens if I have to cancel?
The customer gets their whole deposit back, and your share of it is taken back from your Stripe account. Tell them why in the chat, and do it as early as you can.
Cancelling close to the day carries a point against you unless you find another Booklier provider who is free to cover it: choose them when you cancel and we suggest them to the customer. The provider guide says how many days count as late.
I am sick on the morning of a booking. What should I do?
- Ring the customer first. A phone call is kinder than a message, and you have their number once they have booked.
- Try to find cover: someone you trust, or another Booklier provider from Cover and extra acts.
- Cancel the booking in the chat, choosing the provider who is covering if you found one.
- Tell us what happened. A genuine emergency can be excused.
What are points, and how do I lose them?
Customers need to be able to count on you, so a late cancellation, not turning up, or a report that is upheld carries points. They drop off by themselves after a set time. Enough of them and your page can come out of search for a while. Your Your standing screen shows any you have and when each one goes. The provider guide has the numbers.
A customer has reported a problem. What happens?
- You are told what they said, and you have a set time to give your side from your dashboard.
- We read both sides and anything in the chat.
- We decide, and tell you both what we decided and why, in writing.
- You can appeal once if you think we got it wrong.
Reply calmly and stick to what happened. Messages, photos and the times you arrived and left all help.