Use the Calendar or the Bookings area in Setora Hub to create and manage a Booking. The journey is different depending on who starts it, but you manage both types in the same Booking detail.
- Create a Booking in Hub, or let the Customer create one on the Booking Page.
- Open the Booking to check its status, payment and notification details.
- Reschedule or edit it when plans change.
- Confirm a required online step, or cancel the Booking when the Customer will not attend.
- Take payment at Checkout when the visit is finished.
Create a Booking
When a Customer creates it online
The Customer chooses a Service, Staff member, date and time on the Booking Page. If the Location requires a Deposit or Booking Protection, the Customer completes the payment or saves a card before the Booking is confirmed. Without either requirement, an online Booking is confirmed straight away.
Open the Calendar or Bookings to find it. Select it to see the Customer, Location, Service, time, payment and notification details. A Booking waiting for a Deposit or saved card remains pending until that online step succeeds, then its time is confirmed.
When Staff create it in Hub
Open the Calendar, choose an empty time and select New Booking. Pick an existing Customer or add a new one, choose the Location, Service, Staff member, date and time, then select Confirm Booking. This is the Staff-created journey: it does not send the Customer through the online Deposit or Booking Protection steps.
A Staff member can also add a Walk-in for someone standing in front of them. Kiosk mode is staff-operated and does not provide customer self-check-in or a customer-facing queue. You can also add an outside-hours Booking when fitting someone in around normal times. Read the warning before confirming it, because it sits outside the Location's Opening times.
If a Customer needs to pay a Deposit or save a card for Booking Protection, send them the Booking Page link instead. Your account must have permission to manage Bookings, and Hub may show fewer actions for other roles.
Check before moving on: Confirm the right Customer, Location, Service, Staff member, time and price before you save.
Check the Booking status
The status tells you what needs to happen next:
| Status | What it means |
|---|---|
| Pending Payment | The Booking exists but the payment side is not finished. |
| Pending Confirmation | The time is held while a Deposit or saved card is completed online. |
| Confirmed | The Booking is live and holds the time in the diary. |
| Needs Checkout | The appointment has happened but payment has not been recorded. |
| Completed | The visit is finished and checked out. |
| Cancelled | Cancelled by your team or the Customer. |
| Expired | A held time ran out before the payment or card setup finished. |
| No Show | The Customer did not turn up. |
A Booking waiting on payment can expire on its own, so do not promise that time to someone else until you see it release.
Cancelled, expired, completed and no-show Bookings have no scheduling or status actions in the Calendar. Permitted Staff can still edit notes.
Reschedule or edit a Booking
For a future Confirmed Booking, choose Edit booking to change its Location, Services, Staff, date or time. Other editable pending Bookings show Reschedule, which changes the date, time or Staff member only. Read any availability warning before saving. You can also drag a Booking to another free time in the Calendar.
Editing or rescheduling does not change the status. A confirmed Booking stays confirmed. Before saving, read the preview: it states whether the Customer will be notified. When required, Setora uses email first and SMS when no email is available.
If you only need to change a note, edit the note rather than the appointment itself.
Check before moving on: Read the new time, Staff member and Service, and check what the Customer will be sent.
Cancel a Booking
Open the Booking and choose Cancel. Cancelling cannot be undone.
Before you confirm, Hub shows what happens to the money:
- A cancellation made at least the configured number of hours before the appointment is within the free period. A Customer cancellation through their link then refunds the Deposit. A Staff cancellation refunds it only when Refund on cancellation is on. A later cancellation keeps the Deposit. See Set up Deposits for the policy.
- Any Booking Protection late-cancellation fee, and whether a kept Deposit already covers it.
- A choice to charge or waive that fee, if you have permission to waive.
Wait for Hub to show the result before you tell the Customer what will happen. A fee can fail to charge, and the Booking is still cancelled either way. If the Customer has an email address, Setora normally sends the cancellation message unless the Booking was still Pending Confirmation. Check the result before you contact them.
Cancelling frees the time, and Setora can offer it to a Customer on your waitlist.
Mark a no-show
The No-show action appears once the appointment start time has passed. If Booking Protection applies, Hub shows the no-show fee and whether a Deposit covers it before you confirm.
You can also cancel someone after their start time instead of recording a no-show, and still charge a late-cancellation fee. Use whichever is fairer.
Take payment and finish
When the Customer is done, open the Booking and choose Checkout. Any Deposit already paid comes off the amount due. For the full payment-method, tip and balance guidance, read Check out a Booking and record payment.
| Method | What Setora does |
|---|---|
| Cash | Records the amount taken. |
| Record card | Records that a card was used on an external terminal. Setora does not take the in-shop payment. |
| Charge saved card | Charges the card saved for Booking Protection, if you have allowed this. |
| Split Payment | Records a cash part and a card part. |
Record card only records what happened and does not use terminal hardware. Take the money externally before selecting it. If Hub shows another payment method for your account, follow the instructions on screen. If a saved-card payment fails, follow the message in Hub and use another method only after Hub confirms the first attempt failed or was cancelled.
A successful Checkout makes the Booking Completed, which is what financial reports count. The current Hub has no visible action to complete a zero-balance Booking without recording a payment. Contact Support rather than entering a payment that did not happen.
If a Booking cannot be changed
- Check the status. Completed, cancelled, expired and no-show Bookings have fewer actions.
- Check the new time sits inside the Location Opening times and the Staff member's working times.
- Check the Service and Staff member are still assigned to the Location.
- Check another Booking is not already using that time.
- Check a pending payment or card setup has finished.
- Check your account has permission for the action.
If a Booking has the wrong status, payment result or notification, open the chat and tell us the Booking reference, Location, Service, Staff member, date and what you tried. Do not send Customer contact details or payment information. If a Staff member cannot see an action, include their role and the permission they have, so support can check access.