Hello there,

Thank you for reaching out to us.

Please do not write more than once on the ticket because it sends it to the end of the queue We work on the tickets in order as they arrive, and each of your new replies sends a ticket to the end of the queue. Please open a separate ticket for each question or issue and wait for us to respond and we will try to help as best as we can to resolve the issue effectively and as soon as possible. 

1. Please check if you have set the rules correctly. Amelia creates and updates appointments completed through WooCommerce based on the rules configured in Amelia Settings/Payments/WooCommerce. There are rules for Appointments, Packages, and Events, so you have to make sure to create a rule for each if you're using them all.

   So, you need to check what the initial status in WooCommerce is, and create a rule in Amelia that will be used for "Order Creation". If there are multiple possibilities - create multiple rules. The same goes for order updates - if there are multiple order update options, create multiple rules in Amelia.

   We cannot provide you with an exact set of rules you need to create since WooCommerce has over 600 official extensions available and they affect the plugin in multiple ways. One of those ways is exactly the process of creating the orders.

   Depending on the payment method you're using in WooCommerce, there could be a need for the following "Order Creation" rules:

   • Order: Pending Payment; Booking: Pending; Payment: Pending;
   • Order: Processing; Booking: Pending; Payment: Pending;
   • Order: Completed; Booking: Approved; Payment: Paid

   And there could be a need for the following "Order Update" rules:

   • Order: Completed; Booking: Approved; Payment: Paid;
   • Order: Cancelled; Booking: Canceled; Payment: Paid;
   • Order: Failed; Booking: Rejected; Payment: Pending

   And so on. So, you need to first take a look at your orders, and see what the initial statuses have been in the past in order to create "Order Creation" rules. Then, you need to take every order update status into consideration and create "Order Update" rules. 
   We wish you all the best and hope you have a wonderful day ahead. 

Hello again,

Yes, 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.

Hello again,

We will take a look at this now and we will reach out to you again on this ticket as soon as we have more information. 

Hello again,

​We will forward this to our QA team and as soon as we receive feedback from them we will reach out to you again on this ticket. 

Hello again,

This is being tested and as soon as we receive feedback from them we will reach out to you again on this ticket. 

We wish you all the best and hope you have a wonderful day ahead. 

Hello again,

We just got the feedback from our colleagues and they have told us that there is a hidden option in our WooCommerce integration that creates an order before payment is processed. This should fix the issue you described. We will enable it in your settings so you can test it again and let us know if it resolves your problem:

Should you have any further inquiries, we kindly request that you open separate tickets for each question and we will gladly help you there.

We wish you all the best and hope you have a wonderful day ahead.  

Hello again,

Is this the same issue on another site or is it a different issue? If it is different issue please open a new sperate ticket for each issues if it is the same we can send you instructions on how you can enable this.

Looking forward to your reply. 

Hello again,

We just got the feedback from our colleagues and they have told us that we are going to need a staging site along with FTP access to debug this issue, as we can't test PIX payment in our testing environment since it is specific to Brazil.

Looking forward to your reply. 

Hello again,

Unfortunately, no. We provide support only via tickets and our Dev team will need a staging site along with FTP access to debug this issue, as we can't test PIX payment in our testing environment since it is specific to Brazil. When you can please send this to us and we will forward this to our Dev team.

Looking forward to your reply. 

Hello again,

Thank you for this we will forward this to our Dev team and we will reach out to you as soon as we have more information. We wish you all the best and hope you have a wonderful day ahead. 

Hello again,

We can't test the payment on your production site, which is why we asked for a staging site. Also, we don't see that this PIX extension has a test mode. Can you reach out to their support and check how this payment method can be tested?

Additionally, we understand the issue with the booking flow you are facing right now. However, if we disable the option we enabled earlier, the booking won't be registered at all when PIX is used as the payment method.

Looking forward to your reply. 

Hello again,

We will forward this to our colleagues again and once we receive feedback from them we will reach out to you again in this ticket. 

Hello again,

We are stil waiting for their response they work on very complicated tickets and we apologize for taking a little longer to respond to your ticket. Our colleagues work on very complicated tickets and they work on them in the order in which they arrived.

As soon as we get some feedback from them we will contact you. Your patience is highly appreciated.

We wish you all the best and hope you have a wonderful day ahead. 

Hello again,

Our Dev team is still working on it and we will reach out to you again once we receive feedback from them. Kind regards. 

Hello again,

We will forward all the information to our developers so they can review the additional details you have provided. Kind regards. 

Hello again,

We thank you and as soon as we receive feedback from them we will reach out to you again on this ticket. Kind regards. 

Hello again,

They are still looking in to it and it may take a while. We apologize for taking a little longer to respond to your ticket. Our colleagues work on very complicated tickets and they work on them in the order based on severity. 

As soon as we get some feedback from them we will contact you. Your patience is highly appreciated.

We wish you all the best and hope you have a wonderful day ahead. 

Hello again,

We just got the feedback from our colleagues and they have told us that they are working on creating a fix for this and as soon as it is ready we will reach out to you again on this ticket. 

Hello again,

We just received feedback from our colleagues, and they have informed us that we have set this up for you in Settings → Payments → WooCommerce → Rules → Events.

The configuration is as follows:

• If an order is created with the status "Pending" or "Draft", the booking status will be set to "Pending".
• When the order status is updated to "Completed" or "Processing", the booking status will automatically change to "Approved".
• Additionally, we have configured it so that no notification is sent for "Pending" booking statuses, while notifications will only be sent when the booking status changes to "Approved".

We have applied this fix on the Live site as well and set up the same rules there. Please take a moment to check if everything is working correctly on your end.

Looking forward to your reply. 

Hello again,

You are most welcome, and we are glad that we were able to help you. As for this we are not sure what the issue is exactly but you can send additional data via metadata. 

In Amelia/setting/payments you have the option to Set MetaData and Description

Just enter the placeholder for information that you want to be shown there and that is it.

Should you have any further inquiries, we kindly request that you open separate tickets for each question and we will gladly help you there.

We wish you all the best and hope you have a wonderful day ahead. 

Hola de nuevo,

Le pedimos amablemente que no escriba varias veces en el mismo ticket, ya que esto lo envía al final de la cola. Trabajamos en los tickets en el orden en que los recibimos, y cada nueva respuesta que envíe retrasará su turno. Para cada pregunta o problema, por favor, abra un ticket separado y espere nuestra respuesta. Haremos todo lo posible para ayudarle a resolver el problema de manera efectiva y lo antes posible.

Si tiene varias preguntas o problemas que no están relacionados con el título del ticket activo, le pedimos que abra un nuevo ticket, y con gusto le ayudaremos allí. De esta manera, los problemas y preguntas que pertenecen a diferentes temas estarán en tickets separados, lo que facilitará que otros clientes o nuestro equipo de soporte los encuentren fácilmente.

Nuestra política es manejar un solo problema o pregunta por ticket, por las razones ya mencionadas.

Gracias por su comprensión.

Por favor, verifique que ha copiado el placeholder correcto. En el video podrá ver una explicación que muestra que, por ejemplo, si tiene %customer_full_name% en las notificaciones para clientes, no puede copiarlo y pegarlo en las notificaciones para empleados. En el video notará que se ven iguales, pero en realidad no lo son. Debe copiar %customer_full_name% del grupo de placeholders de clientes y pegarlo en las notificaciones para clientes, y luego copiar %customer_full_name% del grupo de placeholders de empleados y pegarlo en las notificaciones para empleados.

Le deseamos todo lo mejor y esperamos que tenga un maravilloso día. 

Hello again,

​We will  consult our Dev team and as soon as we receive feedback from them we will reach out to you again on this ticket. 

Hello again,

As far as we can see this is a new issue we apologize if we misunderstood it but as far as we cas this is a new issue so please open for it new separate ticket since we already have 2 issues on this ticket to keep things separate. As for %customer_full_name% we will looking to it and reach out to you as soon as we have more information in this ticket. But for this new issue please open new separate ticket for it. 

Talk to you soon regarding %customer_full_name% placeholder. 

Hello again,

We have tested this and we do not have any issues with %customer_full_name% placeholder. This data is sent in the title for customers and for employees when it is paid via WooCommerce

As far as we can see this placeholder is working fine and there is no issue please double check if have copy it from the correct employee section.

Looking forward to your reply. 

Hello again,

From what we can see, these are different events—one is on the 23rd

and the other is on the 30th

We kindly ask you to provide a short, one-minute video of the issue so we can see it first hand and attempt to reproduce it. Without the video, we are unable to verify many aspects of the issue. If you are able to reproduce it on your end, as mentioned, please send us a short video demonstrating the problem, and we will gladly take a closer look.

We wish you all the best and hope you have a wonderful day ahead. 

Hello again,

We can noot influnce how they and their payment system interpetae or show something. We can only say how Amelia works and Amelia follows the setting that you have set in WordPress settings and you should've usein one of the 4 default time formats that are built in. And Amelia is working fine there are no issues with Amelia notifcaiotns as far as we can see

Amelia show the correct format inits notifications so this is not up to Amelia so you can reach out to their support team and see if this can ba sorted out on their end.

Should you have any further inquiries, we kindly request that you open separate tickets for each question and we will gladly help you there.

We wish you all the best and hope you have a wonderful day ahead.