Managing bookings

Find all your appointments under Booking → Bookings. Use the calendar or booking lists to add appointments, change times, cancel bookings and issue refunds.

Calendar and list views#

The tabs across the top are Month, Week, Day, Upcoming, Past and Cancelled. The first three are a calendar; the last three are lists. It opens on Month.

Two dropdowns sit under the tabs and apply to every view: one narrows to a single service, the other to a single person. Whichever tab you are on is remembered, so opening a booking and coming back puts you where you were.

The calendar#

• Month shows each day's bookings as a short list, with public holidays named and any day you are closed shaded.
• Week and Day lay the hours out properly. Time you are not available is shaded and hatched, so the free time is what stands out.
• Each booking carries a stripe in its service's colour.
• Drag a booking to another time to move it. You are asked to confirm first, and told that the customer will be emailed the new time.

Blocking time out#

Click any empty space in the calendar and a small menu appears: Add a booking here, Block this hour and Block the day. Blocked time stops being offered on your booking pages immediately. The same menu offers Unblock this hour or Unblock the day when the time is already blocked, and neither option appears on a public holiday or a day your schedule already has you closed — there is nothing there to block.

This is the same thing as a date override on your availability schedule, reached from the day you are looking at rather than from a list of dates.

The lists#

• Search by the customer's name or email address.
• Load more at the foot for older bookings.

Each row shows the time, the customer, the service, the amount if there is one, and a coloured stripe in the service's colour. A badge appears only when something needs your attention. Tap a row to open the booking.

What the statuses mean#

Alongside the status you may see a calendar badge, a payment badge (Unpaid, Paid, Refunded, Partially refunded, Payment failed), and a red Email not delivered badge if the confirmation email could not be delivered — see when email does not arrive.

What you can do to a booking#

Open a booking and you get the customer's name, email and phone, the time in both your zone and theirs, the location with a Join button for video calls, their answers to your questions, their note, the payment, and where the booking came from.

Reschedule

Opens a slot picker and moves it. Your customer is emailed the new time and their calendar invitation is updated. You are never limited in how often you may do this, and your moves do not count against their allowance.

Cancel

Asks for an optional message to the customer, which is included in the email they receive. If the booking was paid, the page tells you the customer will be refunded in full before you confirm.

Resend confirmation

Sends the confirmation email again, with a fresh link to their booking page. The first thing to try when somebody says they never received anything.

Refund

Refunds whatever has not already been refunded, to the original card. See refunds.

Mark as no-show

Available once the appointment is in the past. It is a record for you and does not email anybody.

Restore calendar event

Appears when the calendar entry failed or has gone missing. Writes it again.

Change who takes it

Only when you have members. The booking says Assigned to with a Change button; pick somebody and press save. Business Box refuses if they already have something at that time, and tells you so rather than double-booking them. See handing a booking to somebody else.

Your private notes

A box for anything you want to remember. Never shown to the customer. Press Save under it.

Reschedule, cancel, resend and change each take over the whole page while you are using them, with a Back to bookings link. One thing at a time, and the destructive buttons are not sitting next to the one you came for.

Handing a booking to somebody else#

Press Change under Assigned to. You get the list of people who can take that service, plus yourself. Choosing somebody does not do anything yet — the page checks they are free, shows you what will happen, and waits for you to save or cancel.

When it goes through, the appointment leaves the old person's calendar and appears in the new one, and the customer is emailed. If the new person is busy at that time you are told, and nothing moves.

Adding a booking yourself#

For the appointment someone made by phone, or in person on their way out.

1. Press Add booking, at the top of any view. It opens in a panel over the page. Clicking an empty space in the calendar and choosing Add a booking here opens the same panel with that time already filled in.
2. Choose the service, the date and the time.
3. With members, choose who takes it under Assigned to. Any available team member uses the same rotation as a booking made by a customer; or name somebody. Two people being added at once can never land on the same person at the same time.
4. Enter their name and email — both required — and a phone number if you have one.
5. Add a note if you want.
6. Leave Email the customer a confirmation ticked so they get the confirmation, the calendar invitation, reminders and their own link for changing it. Untick it for a booking you are only recording.
7. Press Save.

If the time clashes with something, you are warned — This time overlaps an existing booking or calendar event — with a Book anyway link. It is your schedule, so the decision is yours; Business Box only makes sure you knew.

What your customers can do without you#

Every confirmation and reminder links to their own booking page, where they can add the appointment to their calendar, move it, or cancel it. Moving is limited by the two settings on the service's Scheduling tab: how many times, and how close to the start.

When they cannot move it, their page explains why rather than just hiding the button:

• This booking has been rescheduled the maximum number of times…
• It's too close to the start to reschedule. If you can't make it, please cancel.

Cancelling always previews the refund first, so nobody is surprised by your policy.

How you find out about changes#

Every new booking, cancellation and reschedule emails you — and any addresses you added under Booking notifications. The email carries the time, the customer and their answers, so you often do not need to open the app at all.

Last reviewed 16 October 2026.