I have had to submit a new request as the previous one is not letting me type. I am at a loss- I have been advised numerous times that double bookings are impossible through using Amelia- yet we have 3 that are on our system for the coming week. This is meaning we are now getting a nnumber of customer complaints as we either do not relaise and patients turn up- or we constantly have to reschedule.
I was just advised to do the update (can I confirm that it is not an update problem as this has happened for over a year now) and the instructions sent are unclear on how to do this- I cannot find the place to download the latest version from what has been sent.
The newest addition to our problem is once again with Mo Ashraf at 10am in our Chadderton Clinic tomorrow.
I can't tell you how frustrated I am by trying to use Amelia- it may be easy to operate- but a system that constantly bugs and allows numerous customers to book at once is not fit for purpose. The fact that the constant respone is 'this is impossible', only to find it has happened again is so disappointing.
Thanks for reaching out to us and apologies for the delayed answer. From the previous conversation, I can see that developers were troubleshooting this use case and they weren't able to find anything related to the double booking. Double bookings can occur if you for example have maximum capacity configured to 2 or more and the option "Allow booking below minimum capacity" is enabled. My colleague also suggested updating to the latest version. I can manually install it on your WP and run tests again. I would just need WP admin credentials so I can log in.
This has now all been updated. I have also done that with maximum configuration as this was previously advised- yet it hasn't stopped the issue from reoccurring.
Can you advise when the testing has been done? I know this has been tested a number of times and we have been told it can not happen again, yet unfortunately it keeps persisting.
I see, thanks for the information. Looking at the previous ticket and steps, the booking of the same timeslot from the frontend was attempted, but developers were not able to see the use case reported. Double booking are not possible within Amelia, unless if configured to accept them. Assuming that a customer needs to access your booking form (we call this fronted), the exact steps were attempted and the timeslots that are already booked were not visible on the fronted. The majority of the appointments were booked from the backend, so it means that probably an admin or employee was scheduling this manually. You want to check the user roles for any conflicts. They were able to find the conflict for employee Mo Ashraf. The email of this Amelia employee is also present in WordPress with the 'Amelia Manager' role.
I do not see how this can be the response. The duplicate bookings (each of which have been highlighted in the previous ticket too) have been booked on the frontend by customers. I have also changed roles of Mo Ashraf and ensured settings are changed, as per your advice previosuly so this should not be happening. Even as a manager, how should Mo Ashraf be able to book an appointment on an already booked appointment slot?
I keep having this type of response, and being assured that this cannot happen, yet as you can see from my numerous messages, it continues to happen- and no satisfactory reason can be shared. Can you confirm now that this absolutely will not happen again in the future?
So can you explain to me exactly why, based on our settings and credentials, we have had numerous double bookings in our system? You have explained how this might hypothetically happen, but have not pointed out where these issues are coming from in our own system. I believe I have gone through this all before and rectified these issues but they continue to appear.
Unfortunatelly, even after troubleshooting a few use cases on your website, we weren't able to reproduce the issue of double booking, therefore we can't precisely find out the root cause. I've mentioned what hypothetically can happen since these were the issues we noticed previously regarding the double bookings. This is certainly an isolated case, but as mentioned, all the details and steps we have tried weren't letting us see the issue. You've mentioned that the Amelia is already updated to the latest version. Was there any issues with the double bookings since then?
Hi Stefan, it has happened again. This time it is with another employee, Tasnim. Two bookings were made for consultations at 6pm tomorrow. We have now had to remove one of the bookings and add a KEEP FREE appointmnet in its place. They were booked for 6pm on 2nd July. Can you explain why this keeps happening? Is it possible to have a phone call to discuss this as I keep going in circles with noone resolving the issue for us.
Hi Stefan, did you manage to recreate the issue? We have had another double booking come inn for next Monday at 10:20 am now for Mo in our Chadderton clinic. As I said previously, this is happening all the time now! Could I speak with someone directly about this as the messaging has been going on for months now without resolution.
Unfortunatelly, i wasn't able to reproduce the case still. The appointments assigned for Mo for the next Monday (which is today) are booked from the backend.
As you can see, the color on the left is blue, which means that it's booked from the backend, the green indicates the booking from the frontend.
Yet again, I'm not able to see the second booking from 10:20AM (most probably you've deleted it). Again, after inspecting further the configuration, the "Allow booking below minimum capacity" is enabled, but this particular service "treatment" has a minimum and maximum capacity to 1. Once booked a timeslot, it won't be available for booking, which is the case that we can confirm after a few tries.
I'm noticing a different issue, your employee Mo has the same email as the WP user who has "Amelia Manager" user role. This is creating a conflict, apparently.
This is also an issue with Tasnim.
So, you want to make sure that they have different emails, each user - unique email.
So can I be clear? You are saying that there is nothing that can be done about the constant double bookings that we recieve? As per my request made twice previously, would it be possible for someone to call to talk through this issue as it is occuring now almost weekly with no resolution.
Is it the email addresses that are causing the issues?
As per my request on the previous message, would it be possible for someone to call to talk through this issue as it is occuring now almost weekly with no resolution.
Apologize for the inconvenience, but currently, we do not have this option. I can certainly involve managers / developers, but as stated previously, no double bookings can be reproduced on the front end. The only issue seems to be email conflict, so I suggest making emails unique for each WP user and inspect the use case further. All troubleshooting done previously is leading to the fact that appointments were made manually, from the backend, so it's important to have unique emails.
Hi, I just wanted to let you know that there have been two more bookings that have come through as double boookings. One this morning at 9am- the second was done online by the front end user. This again is different to all the advice you have given by stating this is impossible. We also had another on Friday last week. Again, can I speak with someone about this? I don't know how to formally complain or make this a bigger issue for you than it seemingly is- as for us it is succesfully helping to ruin the credibility and organisation of our practice for a number of patients.
We run through your setup again. Both developers and team leaders are involved in this use case. The latest case we have noticed is the booking for today 15 July at 9 AM for user [email protected]. Indeed, the capacity is say 2/1, while there the minimum and maximum capacity is set to 1. Again, the timeslot is not available on the front end, so we started investigating on the other end. When the issue was reported previously, this issue with the 2/1 capacity (double booking) couldn't be replicated and all appointments previously booked were from the backend. We couldn't find any issue in the configuration neither, so we've noticed the issue with the timezone. Currently, the timezone is configured to UTC+0, so the issue is most likely related to the timezone conflict. Currently, you don't have "Show booking slots in client time zone" so your client are not able to see appointment in their timezone.
For example, the timezone configured in Wordpress settings (UTC +2) and 10AM timeslot, is the 9AM in UTC+1. There see different timezone for the timeslots. Now, this can fixed (configured to the city instead of the UTC) but there is a problem. If you change this to London, the timezone will be converted to London, but the issue is that all appointments previously booked are going to be converted to this timezone, as well. So, appointments booked for 9AM, will be moved to 8AM and etc...
Hi Stefan, thanks for your message. Unfortunately this response doesn't seem to make sense to me as with others booking an already occupied appt time do not seem to be booking or seeing an hour difference- they are booking and expecting the booking at the same time. We have also had to congifure time zones like this as previously they were showing an hour out and this is what your team have advised in the past. As with every other message, I would like to request to speak with someone as your solutions are not working and are not making sense according to the issues we are finding.
Having a conversation would save us both a lot of time and energy with these forwards and backwards messages, that are happening to no avail. Up to now, your solution seems to be for us to alter and put into error hundreds of existing appointments for patients. I am massively disappointed in the support we've recieved up to now and really hope it can be resolved soon. Your product is costing us time, money and most importantly, the trust and understanding of our patients.
Apologies for the delayed and prolonged answer. After extensive troubleshooting by developers, unfortunately, we have identified this use case as a bug. We were able to reproduce the bug by doing the following actions: canceling an appointment, rescheduling that appointment, and then approving it. After this sequence, for some reason, the timeslot is left open, even though it should be closed. Of course, we will be addressing this for future updates.
Thanks for the update. It's good to know after all these months that it wasn't just something that we were experiencing as an impossibility. Can you advise what the timeframes and solutions will be for us directly to ensure it doesn't keep happening with the same frequency as it has up to now? Thanks
Unfortunatelly, that's true, it took longer time than expected. We were sure that the double bookings with Amelia were not possible, but apparently, this bug made it possible. It's hard to promise ETA at this moment since we also have other bugs, issues, and features that are yet to be fixed and added, so what we can suggest is following the changelog page which we update regularly.
Just to add, you should refrain from rescheduling cancelled appointments until then, or when changing the status back to approve open the appointment dialog and change the status there instead of changing it directly on the Appointments page
I have had to submit a new request as the previous one is not letting me type. I am at a loss- I have been advised numerous times that double bookings are impossible through using Amelia- yet we have 3 that are on our system for the coming week. This is meaning we are now getting a nnumber of customer complaints as we either do not relaise and patients turn up- or we constantly have to reschedule.
I was just advised to do the update (can I confirm that it is not an update problem as this has happened for over a year now) and the instructions sent are unclear on how to do this- I cannot find the place to download the latest version from what has been sent.
The newest addition to our problem is once again with Mo Ashraf at 10am in our Chadderton Clinic tomorrow.
I can't tell you how frustrated I am by trying to use Amelia- it may be easy to operate- but a system that constantly bugs and allows numerous customers to book at once is not fit for purpose. The fact that the constant respone is 'this is impossible', only to find it has happened again is so disappointing.
Previous conversation: https://tmsplugins.ticksy.com/ticket/3635723
Hello Jordan,
Thanks for reaching out to us and apologies for the delayed answer. From the previous conversation, I can see that developers were troubleshooting this use case and they weren't able to find anything related to the double booking. Double bookings can occur if you for example have maximum capacity configured to 2 or more and the option "Allow booking below minimum capacity" is enabled. My colleague also suggested updating to the latest version. I can manually install it on your WP and run tests again. I would just need WP admin credentials so I can log in.
Kind Regards,
Stefan Petrov
[email protected]
Rate my support
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Hi Stefan-
This has now all been updated. I have also done that with maximum configuration as this was previously advised- yet it hasn't stopped the issue from reoccurring.
Can you advise when the testing has been done? I know this has been tested a number of times and we have been told it can not happen again, yet unfortunately it keeps persisting.
Thanks
Hello Jordan,
I see, thanks for the information. Looking at the previous ticket and steps, the booking of the same timeslot from the frontend was attempted, but developers were not able to see the use case reported. Double booking are not possible within Amelia, unless if configured to accept them. Assuming that a customer needs to access your booking form (we call this fronted), the exact steps were attempted and the timeslots that are already booked were not visible on the fronted. The majority of the appointments were booked from the backend, so it means that probably an admin or employee was scheduling this manually. You want to check the user roles for any conflicts. They were able to find the conflict for employee Mo Ashraf. The email of this Amelia employee is also present in WordPress with the 'Amelia Manager' role.
Kind Regards,
Stefan Petrov
[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 Stefan,
I do not see how this can be the response. The duplicate bookings (each of which have been highlighted in the previous ticket too) have been booked on the frontend by customers. I have also changed roles of Mo Ashraf and ensured settings are changed, as per your advice previosuly so this should not be happening. Even as a manager, how should Mo Ashraf be able to book an appointment on an already booked appointment slot?
I keep having this type of response, and being assured that this cannot happen, yet as you can see from my numerous messages, it continues to happen- and no satisfactory reason can be shared. Can you confirm now that this absolutely will not happen again in the future?
Hi Stefan,
So can you explain to me exactly why, based on our settings and credentials, we have had numerous double bookings in our system? You have explained how this might hypothetically happen, but have not pointed out where these issues are coming from in our own system. I believe I have gone through this all before and rectified these issues but they continue to appear.
Thanks
Hi Jordan,
Unfortunatelly, even after troubleshooting a few use cases on your website, we weren't able to reproduce the issue of double booking, therefore we can't precisely find out the root cause. I've mentioned what hypothetically can happen since these were the issues we noticed previously regarding the double bookings. This is certainly an isolated case, but as mentioned, all the details and steps we have tried weren't letting us see the issue. You've mentioned that the Amelia is already updated to the latest version. Was there any issues with the double bookings since then?
Kind Regards,
Stefan Petrov
[email protected]
Rate my support
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Hi Stefan, it has happened again. This time it is with another employee, Tasnim. Two bookings were made for consultations at 6pm tomorrow. We have now had to remove one of the bookings and add a KEEP FREE appointmnet in its place. They were booked for 6pm on 2nd July. Can you explain why this keeps happening? Is it possible to have a phone call to discuss this as I keep going in circles with noone resolving the issue for us.
Thanks
Hi Stefan, did you manage to recreate the issue? We have had another double booking come inn for next Monday at 10:20 am now for Mo in our Chadderton clinic. As I said previously, this is happening all the time now! Could I speak with someone directly about this as the messaging has been going on for months now without resolution.
Thanks
Hi Jordan,
Unfortunatelly, i wasn't able to reproduce the case still. The appointments assigned for Mo for the next Monday (which is today) are booked from the backend.
As you can see, the color on the left is blue, which means that it's booked from the backend, the green indicates the booking from the frontend.
Yet again, I'm not able to see the second booking from 10:20AM (most probably you've deleted it). Again, after inspecting further the configuration, the "Allow booking below minimum capacity" is enabled, but this particular service "treatment" has a minimum and maximum capacity to 1. Once booked a timeslot, it won't be available for booking, which is the case that we can confirm after a few tries.
I'm noticing a different issue, your employee Mo has the same email as the WP user who has "Amelia Manager" user role. This is creating a conflict, apparently.
This is also an issue with Tasnim.
So, you want to make sure that they have different emails, each user - unique email.
Kind Regards,
Stefan Petrov
[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 Stefan,
So can I be clear? You are saying that there is nothing that can be done about the constant double bookings that we recieve? As per my request made twice previously, would it be possible for someone to call to talk through this issue as it is occuring now almost weekly with no resolution.
Is it the email addresses that are causing the issues?
Thanks
Hi Stefan,
As per my request on the previous message, would it be possible for someone to call to talk through this issue as it is occuring now almost weekly with no resolution.
Thanks
Hi Jordan,
Apologize for the inconvenience, but currently, we do not have this option. I can certainly involve managers / developers, but as stated previously, no double bookings can be reproduced on the front end. The only issue seems to be email conflict, so I suggest making emails unique for each WP user and inspect the use case further. All troubleshooting done previously is leading to the fact that appointments were made manually, from the backend, so it's important to have unique emails.
Kind Regards,
Stefan Petrov
[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 just wanted to let you know that there have been two more bookings that have come through as double boookings. One this morning at 9am- the second was done online by the front end user. This again is different to all the advice you have given by stating this is impossible. We also had another on Friday last week. Again, can I speak with someone about this? I don't know how to formally complain or make this a bigger issue for you than it seemingly is- as for us it is succesfully helping to ruin the credibility and organisation of our practice for a number of patients.
Hi again Jordan.
We run through your setup again. Both developers and team leaders are involved in this use case. The latest case we have noticed is the booking for today 15 July at 9 AM for user [email protected]. Indeed, the capacity is say 2/1, while there the minimum and maximum capacity is set to 1. Again, the timeslot is not available on the front end, so we started investigating on the other end. When the issue was reported previously, this issue with the 2/1 capacity (double booking) couldn't be replicated and all appointments previously booked were from the backend. We couldn't find any issue in the configuration neither, so we've noticed the issue with the timezone. Currently, the timezone is configured to UTC+0, so the issue is most likely related to the timezone conflict. Currently, you don't have "Show booking slots in client time zone" so your client are not able to see appointment in their timezone.
For example, the timezone configured in Wordpress settings (UTC +2) and 10AM timeslot, is the 9AM in UTC+1. There see different timezone for the timeslots. Now, this can fixed (configured to the city instead of the UTC) but there is a problem. If you change this to London, the timezone will be converted to London, but the issue is that all appointments previously booked are going to be converted to this timezone, as well. So, appointments booked for 9AM, will be moved to 8AM and etc...
You can find a detailed explanation on this link.
Kind Regards,
Stefan Petrov
[email protected]
Rate my support
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Hi Stefan, thanks for your message. Unfortunately this response doesn't seem to make sense to me as with others booking an already occupied appt time do not seem to be booking or seeing an hour difference- they are booking and expecting the booking at the same time. We have also had to congifure time zones like this as previously they were showing an hour out and this is what your team have advised in the past. As with every other message, I would like to request to speak with someone as your solutions are not working and are not making sense according to the issues we are finding.
Having a conversation would save us both a lot of time and energy with these forwards and backwards messages, that are happening to no avail. Up to now, your solution seems to be for us to alter and put into error hundreds of existing appointments for patients. I am massively disappointed in the support we've recieved up to now and really hope it can be resolved soon. Your product is costing us time, money and most importantly, the trust and understanding of our patients.
Thanks
Thanks Jordan,
I already forwarded this to the developers for more troubleshooting. Our apologies again for the pro longed troubleshooting and delayed answer.
Kind Regards,
Stefan Petrov
[email protected]
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Hi Jordan,
Apologies for the delayed and prolonged answer. After extensive troubleshooting by developers, unfortunately, we have identified this use case as a bug. We were able to reproduce the bug by doing the following actions: canceling an appointment, rescheduling that appointment, and then approving it. After this sequence, for some reason, the timeslot is left open, even though it should be closed. Of course, we will be addressing this for future updates.
Apologies again for the inconvenience.
Kind Regards,
Stefan Petrov
[email protected]
Rate my support
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Thanks for the update. It's good to know after all these months that it wasn't just something that we were experiencing as an impossibility. Can you advise what the timeframes and solutions will be for us directly to ensure it doesn't keep happening with the same frequency as it has up to now? Thanks
Hi Jordan,
Unfortunatelly, that's true, it took longer time than expected. We were sure that the double bookings with Amelia were not possible, but apparently, this bug made it possible. It's hard to promise ETA at this moment since we also have other bugs, issues, and features that are yet to be fixed and added, so what we can suggest is following the changelog page which we update regularly.
Kind Regards,
Stefan Petrov
[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
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Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Just to add, you should refrain from rescheduling cancelled appointments until then, or when changing the status back to approve open the appointment dialog and change the status there instead of changing it directly on the Appointments page
Kind Regards,
Stefan Petrov
[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