If a customer books a pre-paid order, they pay before the service is provisioned.
The stages of pre-paid orders are:
Confirmation -> Payment -> Execution in progress -> Confirmation of execution -> Closed
Confirmation
Please note that after the order has been created and every time after it has been edited, both you and the customer have 24 hours to confirm or edit it (5 hours if the appointment starts on the same day). Otherwise, the order will be cancelled automatically.
After you receive a new order, you need to confirm it. You can either confirm it right away or edit it.
To make changes, click on ‘Edit order’.
Change the parameters that need to be changed: Date and time or price. Optionally, add a comment. Then click ‘Save changes’.
Now the customer needs to confirm the changes within 24 hours (5 hours for appointments on the same day). If the customer doesn’t agree with the changes, you are free to either suggest a new date and time, or cancel the order.
After the customer confirms the changes, the order goes to the next stage – Payment.
If the customer edits the order instead, you, again, have 24 hours (or 5 hours) to confirm it.
If you don’t need to edit the order, it goes to the Payment stage immediately after you confirm it.
In case you want to cancel the order, simply click ‘Cancel order’ and provide a reason for canceling. You can find more details about order cancellations in the article.
Payment
After the order has been confirmed (its status changed to Payment), the customer has 12 hours to complete the payment. After 12 hours, the order will be cancelled automatically.
If you want to cancel the order, click ‘Cancel order’ and provide a reason for canceling. You can find more details about order cancellations in the article.
After the customer completes the payment, the status of the order will change to Execution in progress.
Execution in progress
At this stage, nothing needs to be done until the service is provided. After the service is provided, you have to confirm service provision within 72 hours by clicking the button ‘Done’. After that, the order stage Confirmation of execution will start.
If you don’t confirm the service provision within 72 hours, it will be confirmed automatically. We recommend you to confirm it as soon as you can because the payment won’t be credited to your account until the order is closed.
You can edit the order at any moment of the Execution in progress stage before the appointment starts. The changes won’t be applied until the customer confirms them. If the customer doesn’t agree with the changes, you are free to either suggest a new date and time, or cancel the order.
You can cancel the order at any moment of the Execution in progress stage before the appointment starts. To do this, click ‘Cancel order’ and provide a reason for canceling.
Advice: We recommend you to always discuss any changes to the order or cancellation with the customer. Otherwise, it may negatively affect their client experience and result in negative feedback.
The customer can cancel the order as well. If the customer cancels the order 24 hours before the service provision time or earlier, they will receive a full refund. For the details, see the article ‘Order cancellation’.
Confirmation of execution
At this stage, the customer needs to confirm that the order has been executed and that he/she is happy with the service provided.
If the customer is not happy with the quality of the service, or the service has not been provided at all, he/she can open a claim. The order will be open until the claim is resolved.
If the customer doesn’t confirm the execution or opens a claim within 5 days, the order will be confirmed automatically.
Closed
At this stage, the customer can rate the service and write a review. The pre-payment will be credited to your account within 14 days.
Please note that it can take up to 5 business days to process the payment.