Hi
I have the following problem:
A customer reserves an hour. This hour is also displayed in the calendar, and the trainer also receives a message that a customer has booked with him. The customer now decides to cancel the lesson in due time. This also works, the customer receives a confirmation of the cancellation. The reservation is still displayed in the trainer panel. The slot is also shown as taken on the website and is no longer released. What's the mistake?
Hello Milos Thanks for the answer. The participant whose appointment was canceled is in the employee panel. That's true and works for me too. But in the booking process, the canceled appointment still occupies a place in the yoga class. I designed the hours for 14 participants. All 14 seats are occupied. Now a customer cancels and the space is no longer released. There are still 14 reserved seats shown in the dashboard. If someone cancels, the space must be released again. Otherwise the software is of no use to me. Many greetings Alex
Could you grant us temporary Admin credentials, so that we can investigate your site? We can not replicate the issue on any of our local installations.
If you send credentials, make sure to mark response as Private. Thanks.
-
It would be best if you have a test/staging site.
Would you be able to provide us with a staging site, along with WP-admin (Administrator) user, FTP, and the database, so our developers can debug the plugin, and see what's going on?
If you're not able to provide us with a staging site, can you clone your website?
If yes - I'll ask you to install the Duplicator plugin. It will generate a couple of files that you can send me (along with the log-in credentials), and then I can create an exact copy of your website, see what the issue is and try to resolve it.
The Duplicator plugin can export only up to 500MB of data, so if your site is bigger than that, please use the All-in-One WP Migration plugin.
Please note that the files will be too large to attach to the ticket, so you can upload them via wetransfer.com and just send me the link.
I have generated an admin user for you and sent it to the specified email address. As I said, there are two problems. On the one hand, the teacher occasionally does not receive any cancellation mails. And the main problem, if a customer cancels, the space has to be released again. That does not work. I have to manually delete a canceled customer so that the space can be released again. That's really bad"
How is it going now? It can't stay like this. If a customer cancels, the space must also be released again. This is definitely not possible! In addition, the trainers don't always get the cancellation emails, so sometimes they don't know if someone has canceled. When is there a fix? So Amelia is useless!!!
I actually find out it was my mistake, on my site i looked at the wrong date, so in the end it turns out i can not replicate the issue either.
But it seems i misunderstood you. Do you mean that, on the back-end appointments, you wish that, if someone cancels, you want him immediately to get deleted, and to show as,
for example, if it was 3/3 , and one cancells, you want it right away to be 2/3, right?
Unfortunately, if that is what you need - it is not how Amelia logic works.
Here is my example, i schedule a group appointment for tomorrow, the 11th of May:
At first it was showing 3/3.
Then one cancels, it will still show 3/3, but you can book a new person for same time-slot.
Then it will become 4/3.
As you can see from the screenshots;
And now i will manually delete the cancelled one;
So, now it will say 3/3...
I am sorry for the inconvenience, but we made Amelia logic like this, because most of the users want to keep track of which customers cancelled, at the back-end, so we leave them to show, until you manually delete them from the appointment.
Let me know if that was clearly explained, and if you have more questions on it. Thank you.
-
Regarding the messages not being sent to employees about cancellations, i can investigate that if you send us credentials, we can do some testing on it, too. Thank you.
Thank you very much for your efforts. At least now you understand what I want. I still have to ask again, but then it all makes no sense. I would have to set overbooking in the settings. Then more participants can book than are actually allowed for the date.
Example 1: My course allows a maximum of 5 participants, that's how I set it up. All 5 places are occupied one week before the course date. In the last week, two participants canceled their course. 5/5 participants are still displayed. The course can no longer be booked because it is shown as fully booked in the backend. The trainer or the admin must always delete manually. You don't need a booking system for that, you can still solve that via email. An employee is therefore still needed.
Example 2: My course allows a maximum of 5 participants, that's how I set it up. I have set overbooking in the settings so that the cancellations don't cause any problems as explained in example 1. But now any number of participants can book and everyone will appear for the appointment. But there is only room for 5 participants. Then what do I do?
And am I supposed to accept that now? I have a booking system where all bookings still have to be checked by an employee? What's the point of Amelia? I don't get it and I'm extremely disappointed.
My apologies, perhaps i did not explain it correctly.
The number that will still show as 5/5 is only visual,
but people are still able to book.
You don't need to allow overbooking, you can still keep it as not allowed to go over the maximum :
I just recorded a video to show you an example, it will be easier then typing everything.
Please download and check it out. Basically, i created a test service, booked 5/5 people on same time slot;
then cancelled one of them - it still shows 5/5 , but i go to the front page as incognito / unlogged viewer; and i can make another booking for that slot that is cancelled, even though the back-end says 5/5.
Then it says 6/5 , but you can manually delete the cancelled customer.
I have a similar problem with the booking system, but regarding appointments bought within a package. When someone cancels his/her appointment, we always need to first delete it in order to give his/her appointment back, that can be booked again.
Let's say he bought 10 appointments in a package. He booked all 10 in advance. He cancels one. The system still shows him that there are no more appointment left for him to book. We need to first manually delete it, in order for him to book that appointment again.
I see the logic behind it, that most of your amelia customers want control over the cancelled appointments. But, with a booking system like this, it would make sense to have an option, a switch in the settings where we can allow the system to automatically delete those slots. I have wrote at least one complaint about this before, but nothing happens. And it is frustrating, because my employee keeps forgetting to delete the cancelled appointments and we are loosing money because of this.
Today I had to remind my employee again to delete the cancelled spots, it would be so much simpler if this process could be automated, really!
This is a core/basic feature that should not be waiting on a list with other minor feature requests in my opinion.
Can you again, please escalate this to the development team? To have the option in the settings to automatically delete the cancelled spots, so that amelia employee don't have to remind themselves again and again? For the time being what can you propose, to help automating the process? Can we put a delete appointment link in the employee notification email about the cancellation? That would be also okay for the time being.
Thank you for pointing this out, to be honest, i was not aware that this is the behaviour for Packages and cancelled appointments included in it.
For standard appointments, no matter how many spots get cancelled, there are immediately open spots for booking instead of cancelled spots;
The cancelled ones are left for control, like you said - but it opens the booking right away.
But for Packages, i can see what you mean, i can replicate this on my local site...
I have escalated this now, to our senior Team and the developers - they will confirm if we have any workaround for this right now.
-
My only idea at this moment is to, at least as a temporary measure, maybe to add an automatic notification for employees, for "Cancelled appointments", and to somehow indicate that they should go into their Employee Panel, or WP back-end ( depending how you set them up with the access), to delete the appointment, as a reminder.
-
I will come back as soon as i get confirmation from our 2nd level and the developer Team.
I have to speak up again. It is currently not satisfactory because the canceled appointment is still in the system. The place will be released again - but you can still see the appointment in the system as a booking.
What about the email notification? There is still the error that if a customer cancels on the same day of the booking appointment, the employee does not receive an email. We have reproduced this several times. If the appointment is canceled one calendar day in advance, an email will also be sent to the employee. That is a big problem.
Sorry about this, i just want to make a correction, i made a mistake for this "temporary solution in notifications".
Since employees and Amelia managers can not delete anything in Amelia; ( only the Administrator can delete appointments);
The only way as an "emergency workaround" here would probably be to create additional notifications for the Administrator;
in the General Settings > Notifications > Send all notifications to additional addresses:
- Then someone with WP Administrator access, can see the notifications about Cancellation; and they would have to go in Amelia back-end, to cancel the appointment...
-
I have escalated this to our QA testers and the devs, so they will certainly investigate, and i will come back to advise more on it;
but in the meantime this might be the only temporary emergency workaround.
- Sorry that i am answering like this, but i wish to cover all the issues separately.
-
Regarding the email not being sent... If i understand correctly, if a customer cancels on the same day of the appointment > the employee does not receive a notification about it?
But if they cancel the day before or earlier, the employee receives the notification?
-
That is not how it should be, and i am not able to replicate on my local site;
for example i just booked an appointment in 50 minutes;
and then customer cancels it, my employee receives the notification immediately;
It was 6:08 PM at the time when my Test customer booked; then he cancelled a couple minutes later;
and as you can see, my employee got the cancellation email...
-
Can i log into your WP-Admin and investigate the issue for you?
-
Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue.
We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties.
You can write credentials here just check PRIVATE Reply so nobody can see them except us.
-
I can make a quick Test appointment with my Test customer and Test employee on your site; and i will see if they will get the notification when i cancel on same day.
Regarding the issue with appointments not properly being available after cancellation in Packages,
it seems this is a bug only for Packages, it works well in all other instances ( Group appointments, etc).
I still wait for developers to isolate the issue for us, they are investigating it and testing.
-
Could you perhaps create a new ticket focused only on this issue - So that we can focus for the cancellation slots on Packages individually, and follow it on a single ticket?
And i can keep sending you updates as the developers give me more information?
I believe it will be more effective, than kind of, writing about two issues on this ticket.
I just wanted to let you know i am still following this issue.
Unfortunately, i don't have a useful update for you, other that we are still working to isolate this main issue...
Sorry that this is taking much longer than expected. I will do some more testing, and i will keep checking with our 2nd level Team, they will also keep investigating from their end.
We will keep you posted on our progress. Thank you for your patience.
Hello Milos
Thanks for the answer.
The participant whose appointment was canceled is in the employee panel. That's true and works for me too. But in the booking process, the canceled appointment still occupies a place in the yoga class.
I designed the hours for 14 participants. All 14 seats are occupied. Now a customer cancels and the space is no longer released. There are still 14 reserved seats shown in the dashboard.
If someone cancels, the space must be released again. Otherwise the software is of no use to me.
Many greetings
Alex
Hey,
it would be nice if you could solve the problem.
Best regards
Alex
Hi, Alex
Terribly sorry that this is taking so long.
Could you grant us temporary Admin credentials, so that we can investigate your site? We can not replicate the issue on any of our local installations.
If you send credentials, make sure to mark response as Private. Thanks.
-
It would be best if you have a test/staging site.
Would you be able to provide us with a staging site, along with WP-admin (Administrator) user, FTP, and the database, so our developers can debug the plugin, and see what's going on?
If you're not able to provide us with a staging site, can you clone your website?
If yes - I'll ask you to install the Duplicator plugin. It will generate a couple of files that you can send me (along with the log-in credentials), and then I can create an exact copy of your website, see what the issue is and try to resolve it.
The Duplicator plugin can export only up to 500MB of data, so if your site is bigger than that, please use the All-in-One WP Migration plugin.
Please note that the files will be too large to attach to the ticket, so you can upload them via wetransfer.com and just send me the link.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Hi
I have generated an admin user for you and sent it to the specified email address.
As I said, there are two problems.
On the one hand, the teacher occasionally does not receive any cancellation mails. And the main problem, if a customer cancels, the space has to be released again. That does not work. I have to manually delete a canceled customer so that the space can be released again. That's really bad"
Kind regards
Alex
Hi Miloš,
How is it going now? It can't stay like this.
If a customer cancels, the space must also be released again. This is definitely not possible!
In addition, the trainers don't always get the cancellation emails, so sometimes they don't know if someone has canceled.
When is there a fix? So Amelia is useless!!!
Kind regards
Alex
Hi, Alex
I am terribly sorry for this taking much longer than expected.
I managed to replicate this behaviour on my local test site, just as you described.
To be honest, we never had this issue before.
I am escalating it with utmost urgency, we will seek help from the developers as well.
We will still test it on more sites; I am just not able to find your email, can you please tell me from what email did you send it?
It will be best if you can send credentials here, and to make sure to mark it as Private message.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Hi, Alex
I actually find out it was my mistake, on my site i looked at the wrong date, so in the end it turns out i can not replicate the issue either.
But it seems i misunderstood you. Do you mean that, on the back-end appointments, you wish that, if someone cancels, you want him immediately to get deleted, and to show as,
for example, if it was 3/3 , and one cancells, you want it right away to be 2/3, right?
Unfortunately, if that is what you need - it is not how Amelia logic works.
Here is my example, i schedule a group appointment for tomorrow, the 11th of May:
At first it was showing 3/3.
Then one cancels, it will still show 3/3, but you can book a new person for same time-slot.
Then it will become 4/3.
As you can see from the screenshots;
And now i will manually delete the cancelled one;
So, now it will say 3/3...
I am sorry for the inconvenience, but we made Amelia logic like this, because most of the users want to keep track of which customers cancelled, at the back-end, so we leave them to show, until you manually delete them from the appointment.
Let me know if that was clearly explained, and if you have more questions on it. Thank you.
-
Regarding the messages not being sent to employees about cancellations, i can investigate that if you send us credentials, we can do some testing on it, too. Thank you.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia demo sites | Docs | Discord Community
You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Hi Milos,
Thank you very much for your efforts. At least now you understand what I want.
I still have to ask again, but then it all makes no sense. I would have to set overbooking in the settings. Then more participants can book than are actually allowed for the date.
Example 1:
My course allows a maximum of 5 participants, that's how I set it up. All 5 places are occupied one week before the course date. In the last week, two participants canceled their course. 5/5 participants are still displayed. The course can no longer be booked because it is shown as fully booked in the backend.
The trainer or the admin must always delete manually.
You don't need a booking system for that, you can still solve that via email. An employee is therefore still needed.
Example 2:
My course allows a maximum of 5 participants, that's how I set it up. I have set overbooking in the settings so that the cancellations don't cause any problems as explained in example 1. But now any number of participants can book and everyone will appear for the appointment. But there is only room for 5 participants. Then what do I do?
And am I supposed to accept that now? I have a booking system where all bookings still have to be checked by an employee?
What's the point of Amelia? I don't get it and I'm extremely disappointed.
Kind regards
Alex
Hi, Alex
My apologies, perhaps i did not explain it correctly.
The number that will still show as 5/5 is only visual,
but people are still able to book.
You don't need to allow overbooking, you can still keep it as not allowed to go over the maximum :
I just recorded a video to show you an example, it will be easier then typing everything.
Please download and check it out. Basically, i created a test service, booked 5/5 people on same time slot;
then cancelled one of them - it still shows 5/5 , but i go to the front page as incognito / unlogged viewer; and i can make another booking for that slot that is cancelled, even though the back-end says 5/5.
Then it says 6/5 , but you can manually delete the cancelled customer.
The link to my video - https://we.tl/t-mTuyyi3wYL
-
Let me know how that seems, and i hope i explained it correctly. Thanks
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Hi Milos,
I appreciate your video and support on this.
I have a similar problem with the booking system, but regarding appointments bought within a package. When someone cancels his/her appointment, we always need to first delete it in order to give his/her appointment back, that can be booked again.
Let's say he bought 10 appointments in a package. He booked all 10 in advance. He cancels one. The system still shows him that there are no more appointment left for him to book. We need to first manually delete it, in order for him to book that appointment again.
I see the logic behind it, that most of your amelia customers want control over the cancelled appointments. But, with a booking system like this, it would make sense to have an option, a switch in the settings where we can allow the system to automatically delete those slots. I have wrote at least one complaint about this before, but nothing happens. And it is frustrating, because my employee keeps forgetting to delete the cancelled appointments and we are loosing money because of this.
Today I had to remind my employee again to delete the cancelled spots, it would be so much simpler if this process could be automated, really!
This is a core/basic feature that should not be waiting on a list with other minor feature requests in my opinion.
Can you again, please escalate this to the development team? To have the option in the settings to automatically delete the cancelled spots, so that amelia employee don't have to remind themselves again and again?
For the time being what can you propose, to help automating the process? Can we put a delete appointment link in the employee notification email about the cancellation? That would be also okay for the time being.
Looking forward to hearing from you.
Thanks and regards
Sandor
Hi, Sandor
Thank you for pointing this out, to be honest, i was not aware that this is the behaviour for Packages and cancelled appointments included in it.
For standard appointments, no matter how many spots get cancelled, there are immediately open spots for booking instead of cancelled spots;
The cancelled ones are left for control, like you said - but it opens the booking right away.
But for Packages, i can see what you mean, i can replicate this on my local site...
I have escalated this now, to our senior Team and the developers - they will confirm if we have any workaround for this right now.
-
My only idea at this moment is to, at least as a temporary measure, maybe to add an automatic notification for employees, for "Cancelled appointments", and to somehow indicate that they should go into their Employee Panel, or WP back-end ( depending how you set them up with the access), to delete the appointment, as a reminder.
-
I will come back as soon as i get confirmation from our 2nd level and the developer Team.
Thank you for your patience.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Hi Milos
I have to speak up again. It is currently not satisfactory because the canceled appointment is still in the system. The place will be released again - but you can still see the appointment in the system as a booking.
What about the email notification? There is still the error that if a customer cancels on the same day of the booking appointment, the employee does not receive an email. We have reproduced this several times. If the appointment is canceled one calendar day in advance, an email will also be sent to the employee. That is a big problem.
Hi Miloš,
Thanks for the quick feedback! I'll incorporate that reminder about deleting the cancelled slots in the notification email for the employee.
I hope in the future this can be automated though, I am glad that you took the effort to replicate it at your end.
Thanks again,
Kind Regards
Sandor
Hi, Sandor
Sorry about this, i just want to make a correction, i made a mistake for this "temporary solution in notifications".
Since employees and Amelia managers can not delete anything in Amelia; ( only the Administrator can delete appointments);
The only way as an "emergency workaround" here would probably be to create additional notifications for the Administrator;
in the General Settings > Notifications > Send all notifications to additional addresses:
- Then someone with WP Administrator access, can see the notifications about Cancellation; and they would have to go in Amelia back-end, to cancel the appointment...
-
I have escalated this to our QA testers and the devs, so they will certainly investigate, and i will come back to advise more on it;
but in the meantime this might be the only temporary emergency workaround.
Sorry for the inconvenience.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Amelia: FAQ | Facebook | Twitter | Instagram | Amelia demo sites | Docs | Discord Community
You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Hi, Alex
- Sorry that i am answering like this, but i wish to cover all the issues separately.
-
Regarding the email not being sent... If i understand correctly, if a customer cancels on the same day of the appointment > the employee does not receive a notification about it?
But if they cancel the day before or earlier, the employee receives the notification?
-
That is not how it should be, and i am not able to replicate on my local site;
for example i just booked an appointment in 50 minutes;
and then customer cancels it, my employee receives the notification immediately;
It was 6:08 PM at the time when my Test customer booked; then he cancelled a couple minutes later;
and as you can see, my employee got the cancellation email...
-
Can i log into your WP-Admin and investigate the issue for you?
-
Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue.
We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties.
You can write credentials here just check PRIVATE Reply so nobody can see them except us.
-
I can make a quick Test appointment with my Test customer and Test employee on your site; and i will see if they will get the notification when i cancel on same day.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia demo sites | Docs | Discord Community
You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Hi, Sandor
Regarding the issue with appointments not properly being available after cancellation in Packages,
it seems this is a bug only for Packages, it works well in all other instances ( Group appointments, etc).
I still wait for developers to isolate the issue for us, they are investigating it and testing.
-
Could you perhaps create a new ticket focused only on this issue - So that we can focus for the cancellation slots on Packages individually, and follow it on a single ticket?
And i can keep sending you updates as the developers give me more information?
I believe it will be more effective, than kind of, writing about two issues on this ticket.
Let me know if that makes sense. Thanks.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia demo sites | Docs | Discord Community
You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Hi Milos,
Thank you for the support! I'll open a new ticket for this.
Kind Regards
Sandor
Hey, Alex
I just wanted to let you know i am still following this issue.
Unfortunately, i don't have a useful update for you, other that we are still working to isolate this main issue...
Sorry that this is taking much longer than expected. I will do some more testing, and i will keep checking with our 2nd level Team, they will also keep investigating from their end.
We will keep you posted on our progress. Thank you for your patience.
Kind Regards,
Miloš Jovanović
[email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps and floor plans, choropleth maps and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia demo sites | Docs | Discord Community
You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables