Dear Amelia Support Team,

I hope this message reaches you well. We are writing to report a critical malfunction that we have identified in the Amelia plugin regarding our scheduled appointments for today, 20th July.

The issue we encountered involves the unintentional creation of duplicate bookings. Specifically, two reservations were made for the same day (July 20th), at the same time (9:00 am), and assigned to the same employee (identified as reformer 7).See attached picture. To further investigate, we attempted to replicate the situation on a test page and discovered additional complications.

In the test scenario, we created separate bookings for two clients, each with a different employee from the backend. Subsequently, we modified the employee on one of the reservations and quickly saved the operation. Surprisingly, we noticed that if this process is executed rapidly, the system does not have enough time to verify class availability and allows the duplication to occur. However, if done at a slower pace, the system correctly prevents the duplication. See video here: https://drive.google.com/file/d/1M0CZBTaepf1s_GhoZ8I3-ikNfCb5fWqR/view?usp=drivesdk

However, despite the error that appears to us, it seems that it was not generated in the backend, which is why we are turning to you to shed light on what might be happening. 

As this incident has resulted in overbooking and dissatisfaction among our clients, we urgently request your expertise in investigating and resolving this matter. 

To facilitate your analysis, we have generated a temporary account for your team to access and assess the problem firsthand. Please see next private ticket with the access.

We implore you to address this issue as quickly as possible to prevent any further inconvenience and ensure seamless booking experiences for our clients.

If you require any additional information or assistance from our side, please do not hesitate to reach out to us. We appreciate your prompt attention to this matter and look forward to your valuable insights and solution.

Thank you for your assistance in resolving this critical matter.

Best regards,

Carlos Atristain

Thank you Marko for your response. Hopefully, they can correct that situation promptly. The system should not allow the repetition of a record with those identical fields. I tried to do it on a test site, having 2 windows open, and I was able to recreate it easily. See attached pictures.

I'm thinking that even customers can do that maliciously to get more than 1 spot when there's only one available. Although it also seems strange to me because on the website, we make a note suggesting not to choose an employee (so that the system assigns it).

Hello again, 

The people managing the website have just informed me that yesterday the same case happened again where an appointment was registered at the same service, time, with the same employee for 2 clients who are the same as the previous time. Attached is an image where you can see the repeated appointment at 9:00 am with the employee "Reformer 02". After investigating further, I found out that these are 2 friends who signed up together for the pilates classes and make their reservations at the same time. We have already asked them to leave some time between their reservations, but I kindly request your help in resolving this issue as we currently have 200 clients, and we plan to have even more so we want to avoid those problems. They are not even choosing the employee themselves. Fortunately, there was no problem yesterday as not all the slots were occupied.

Hello Marko

I regret to inform you and, at the same time, be going through this situation, but the problem of accepting 2 appointments for the same employee, on the same day and time, is becoming more frequent. It happened again today, August 3rd, at 8:00 am, with the employee "Reformer 12 Pilates." please see attached pictures. My client, for whom I created the website, has been bringing this to my attention, and this should not be happening. I kindly request your prompt attention to this matter. I will remain attentive to the response from your level 2 or 3 agents.

Hello Marko,

Thank you very much for your kind answer. We, me and the website owner, prefer to wait a little bit until it is tested.

Hope the next update come soon.

Best Regards,

Carlos Atristain