A booking sits on Pending with an Awaiting payment badge, or one you expected has turned up as Cancelled. This is how Dogly protects your dates from people who start paying and never finish.
What is going on
When a customer chooses to pay by card, their dates are held while they pay. The booking becomes Confirmed when the payment goes through. If it does not, the booking is cancelled and the dates open up again after the hold time.
Most likely causes, in order
- They have not paid yet. Dogly waits for the hold time and then cancels the booking. The cleanup runs every 10 minutes, so it can take a few minutes longer than the hold. You can send a payment link in the meantime (Take a card payment for a phone booking).
- They paid, but it still says Pending. Confirmation normally arrives within seconds. If it is missed, the next cleanup checks with Stripe or Square first. A booking that was paid is confirmed, not cancelled, and the customer gets the confirmation email then.
- Their card was declined, or they closed the payment page. The booking is cancelled after the hold time. They can book again.
- They paid you another way. If they paid at the desk or by e-Transfer, press Mark Paid on the booking. See Record a payment you took in person.
Change how long dates are held
Go to Settings → Business & payments → Hold unpaid online bookings for and choose 30 minutes, 1 hour (the default), 4 hours or 24 hours, then press Save Settings. See Choose how long an unpaid booking is held.
Good to know
- If a payment arrives after the booking was released, Dogly refunds it automatically so the customer is not charged for dates they do not have.
- Pay-at-drop-off, e-Transfer and package-credit bookings are confirmed immediately and do not wait. They show as Unpaid or Awaiting e-Transfer until you mark them paid.
Related: Managing bookings, How payments work.
Still stuck? Open More → Dogly Support and tell us the booking number and what the customer says happened. A screenshot helps.