A customer says they never got a reminder, or you expected one and nothing went. Reminders are sent by automatic daily runs, so they follow a few firm rules.
Booking reminders
Once each morning, Dogly looks for confirmed boarding, daycare, grooming, training and pet-sitting bookings that start in 1 or 2 days and have not had a reminder. Each booking gets one. A reminder will not go out when:
- The booking is not Confirmed. Pending and cancelled bookings are skipped.
- It was made at short notice. A booking made for the same day or the next day after the morning run has already missed its window.
- The email did not send. Check the customer's address and spam folder. See My customers are not getting emails.
- Your account is paused for billing. See My booking site shows a message that it is unavailable.
Vaccination reminders
- They only run while Require a current vaccination record to book is ticked.
- The dog needs an expiry date within the next 14 days. One reminder goes per expiry date.
- If a dog's date is already past, no reminder is sent. The dog is blocked from booking instead.
Text versions
Texts only follow if texting is set up, the matching tick is on in Settings → Texting, the customer has a phone number, and the email for that reminder was sent. See A text message did not send.
Birthday messages
They need Birthday Greetings on in Features and the dog's birthday filled in on its profile. See Dog birthdays.
Change the wording
Owners can rewrite the reminder in Settings → Customer emails. See Change the wording of an email.
Still stuck? Open More → Dogly Support and tell us the booking number and the date it was made. A screenshot helps.