We're Moving to a New Support Platform – Starting June 1st!
We’re excited to let you know that starting June 1st, we’ll be transitioning to a new support system that will be available directly on our product websites – Amelia, wpDataTables, and Report Builder. In fact, the new support platform is already live for Amelia and wpDataTables, and we encourage you to reach out to us there.
You'll always be able to reach us through a widget in the bottom right corner of each website, where you can ask questions, report issues, or simply get assistance.
While we still do not offer live support, a new advanced, AI-powered assistant, trained on our documentation, use cases, and real conversations with our team, is there to help with basic to intermediate questions in no time.
We're doing our best to make this transition smooth and hassle-free. After June 1st, this current support website will redirect you to the new "Contact Us" pages on our product sites.
Thanks for your continued support and trust – we’re excited to bring you an even better support experience!
Hello,
When customer cancel reservation, status of financial record is still pending while appointment record is canceled.
Is there a way to recognize if its canceled or not from financial record?
Hi Shota,
thank you for contacting
Please let me know, are you referring to Financial in Amelia, or in your payment method (PayPal etc)?
Hello Ivana,
I am referring to Financial in Amelia.
Hi Shota,
thank you for elaborating!
It can only stay in pending if the payment is still being processed (since Amelia does not manage payments itself, it's needed to cancel this payment process inside the payment account as well).
For example, if you're using Stripe, when appointment is cancelled, it's needed to check in Stripe account if the payment was cancelled as well.
Still, please check the payments on Stripe, and for Amelia, please send me temporary WP admin credentials - just make sure to mark the reply as private.
Thank you for your support.
I just want to make sure if I fully understand.
When customer cancel an appointment from customer portal, it is automatically update on the record from "pending" to "canceled" on appointment in Amelia.
But I need to change status from "paid" to "refund" in Stripe since Amelia and Stripe does not work together for cancelling process.
Am I right?
Many thanks, shota
Hi Shota,
thank you for contacting back!
Yes, you are right - the status changes for the appointment in Amelia, but status for the refund needs to be changed on the site of the payment service.
Amelia doesn't store customer payment information to be able to send the refund info to Stripe, and make the refund automatic. On the other hand, this is why Amelia is GDPR compliant