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!
Our shopping cart is WooCommerce. We allow customers to cancel appointments they've already paid for. I read somewhere that Amelia does not initiate a refund to the customer when they cancel. Can you please explain the process so our CS team can promptly issue refunds when needed.
Also, our CS team is separate from our employees who perform the appointments. If the refund process is manual, how can our CS team be notified when an appointment is cancelled?
Also, I would like to give customers who cancel appointments the option to reschedule instead of cancelling. Then if the customer doesn't want to reschedule, they can cancel and get a refund. Does Amelia have a way to do this?
Hi there,
thank you for reaching out
Yes, refunds need to be issued to clients from your profile on the WooCommerce platform. You can access WooCommerce and issue refunds from there; by filling out MetaData & Description field in Amelia > Settings > Payments > WooCommerce, you will be able to have customer details shown in WooCommerce, so that you can know which customer to refund for which appointment.
You can add the CS team's email into Amelia > Settings > Notifications > Send all notifications to additional addresses; in this way CS will be able to stay informed (however, please bear in mind that in this case, all emails sent to customers and employees will also be sent to CS).
Unfortunately, no; you can state in the notification email for Appointment Approved that they can always reschedule instead of cancelling; or you can activate Frontend Customer Panel, and enable your clients to both reschedule or cancel.
Any update on the option of Amelia to refund customers when they cancel appointments? Hoping this will be an option soon.
Hello Taff,
Thank you for reaching out to us.
No, unfortunately, we do not have eta for that option, when and if it will be implemented. We hope that it will be implemented in the future I'll kindly ask you to add it as a feature suggestion on this https://features.wpamelia.com/
Features are pushed up on our "to-do" list when there are a lot of customers requesting those features, so having your vote as a customer can be beneficial to this feature being developed sooner.
If you have any more questions please open another ticket and we will gladly help you there.
We wish you all the best.
Kind Regards,
Marko Davidovic [email protected]
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