Set up Customer confirmations and reminders

Review Customer messages before you share your Booking Page. Confirmations, reminders and cancellation messages are transactional messages about a Booking. Marketing consent is a separate Customer setting and does not control these messages.

1. Open Organisation > Booking policy in Setora Hub.
2. Review the reminder switch and lead time.
3. Check the cancellation notice and any payment policy alongside it.
4. Check each Location's overrides and internal booking email recipients.
5. Test a Booking and read the Customer messages.

1. Review the Customer confirmation

When an online Booking is confirmed, Setora sends a confirmation email to the Customer when a valid email address is on the Booking. The email shows the date, time, Location, Services and prices unless you hide pricing. If the Location has online booking enabled, it includes Manage your appointment and, when available, a cancellation link.

A Booking that needs a Deposit or Booking Protection card is not confirmed until that required step completes. A held time can expire if the Customer does not finish it. See Create and manage a Booking for the Booking statuses to expect in Hub.

Check before moving on: Test the Booking Page with a test Customer and make sure the confirmation shows the right Location, date, time, Services and total. Do not use a real Customer's payment details for a test.

2. Review reminder settings

Open Organisation > Booking policy and find Reminders to set the organisation default. To review an override, select the Location with the sidebar Location switcher and open Setup > Booking policy.

Setora sends one reminder per Booking when it is scheduled far enough ahead. Email is included. SMS uses a separately purchased credit when a mobile number and credit are available. For the exact lead-time choices, testing steps, statuses and failure checks, follow Set up appointment reminders.

For SMS balance and purchases, open SMS credits in Setora Hub. The appointment reminder feature page explains the wider product benefit and pricing distinction.

Check before moving on: Confirm the organisation default and any Location override match the reminder setup you intend to test.

3. Set the cancellation notice customers see

The Cancellation notice in Organisation > Booking policy sets how many hours before an appointment count as the free cancellation period. Select the Location with the sidebar Location switcher, then open Setup > Booking policy to review an override.

This setting is not the same as turning a Booking off or deleting a reminder:

• A cancellation made at least the configured number of hours before the appointment is within the free cancellation period.
• A cancellation closer to the start time is late. Customers can self-cancel late only when applicable Booking Protection rules include a late-cancellation fee. Otherwise they must contact the shop.
• For Customer self-cancellation, a Deposit is refunded within the free cancellation period and retained for an allowed late cancellation.
• For a cancellation by Staff in Hub, Refund on cancellation also controls whether a Deposit is refunded within the free cancellation period.

When a Customer cancels, Setora sends a cancellation email when a valid email address is available. It explains the appointment and any Deposit refund, retained Deposit or Booking Protection fee outcome. A cancellation while a required online confirmation step is still pending does not send the normal Customer cancellation message.

Keep your cancellation wording consistent in the Booking Page, your shop messages and your team guidance. Read Set up Deposits for online Bookings and Set up Booking Protection before choosing a policy that charges Customers.

4. Review internal booking emails separately

The Booking email notifications setting controls messages to your team, not messages to Customers. Open Organisation > Locations, choose a Location and review its Notifications section.

You can choose:

• Off: no owner or assigned Staff member booking emails.
• Owners only: organisation owners receive booking emails.
• Assigned staff: assigned Staff members receive booking emails.
• Owners and staff: both groups receive booking emails.

These internal emails cover booking activity such as new Bookings, cancellations and reschedules. Changing this setting does not change Customer confirmations, Customer reminders or Customer cancellation messages. It also does not change the reminder switch or lead time.

5. Keep transactional messages separate from marketing

A confirmation, reminder or cancellation message is a service message about a Booking the Customer made. Marketing consent is recorded separately on the Customer profile. Changing marketing consent does not turn transactional Booking messages on or off.

Do not add promotions, offers or unrelated sales content to a transactional message. A message that includes promotional content may be treated as marketing and needs the appropriate consent. If you want to send marketing messages, use the marketing consent setting and follow your UK data-protection and electronic-marketing obligations.

Test the full message journey

Use a test Customer with an email address and mobile number that you can check. Then:

1. Make a Booking on the Booking Page and complete any required Deposit or Booking Protection step.
2. Read the confirmation email and check its Location, Services, time, prices and manage or cancel links.
3. Check the reminder setting and lead time for the Booking's Location.
4. Reschedule the Booking and check the Customer-facing update. Setora recalculates an existing Pending reminder when there is still time to send it. Rescheduling does not create a replacement when no reminder exists or the previous reminder is already sent, failed or skipped.
5. Cancel the Booking and check the cancellation email and any Deposit or fee outcome.
6. Cancel the test Booking. If appropriate, use Delete Customer Data to anonymise the test Customer. The Booking record is retained.

If a message is missing or wrong

• No confirmation email: Check the Customer's email address, that the Booking reached Confirmed, and that the email was not filtered as junk.
• No reminder: Check reminders are enabled for the Booking's Location, the lead time has not passed and the Booking is not cancelled, completed or a no-show.
• No SMS: Check the Customer's mobile number and available SMS credits. A missing or failed SMS does not stop an email reminder.
• Wrong cancellation result: Check the effective Cancellation notice, Location override, Deposit refund setting and Booking Protection policy together.
• Team received the wrong internal emails: Review Notifications for that Location. This setting does not control messages to Customers.

If the message or setting still does not match what Hub shows, open the chat and tell us the Location, Booking reference, Service, Staff member, appointment date, notification setting and the message you expected. Do not send payment details, SMS credentials or a Customer's personal data.