Support Guide

Booking Details

    TABLE OF CONTENTS

  1. • Invoice View
  2. – Booking Status
  3. – Adding Notes
  4. • Edit
  5. – Adding/Editing Items
  6. – Removing Items
  7. – Deleting an Individual Booking
  8. • Transactions
  9. – Refunds
  10. • Log
  11. • Documents
  12. • Check-in/Check-out
  13. • Applying a Payment
  14. • Print (PDF)
  15. • Emailing the Customer
  16. • Customer Profile
  17. • Bookmark
  18. • Partner Attribution
Where do I access this in Checkfront?
Your booking details are accessible via your main menu bar at Booking > Index

 

Reviewing Your Booking Details in Checkfront

Usually, once a booking is created in your system, it’s something you want to have easy access to, right? After all, it contains all the information about your customer, what they’ve booked, how many, when… the list goes on.

That’s why we have made it easy for you to quickly access your booking details.

The information on a booking can be viewed by clicking on an active invoice ID link anywhere in the system. A good example of this would be the screen found at Booking > Index, as shown in the image below:

 
Booking Index
 

Select an invoice by clicking on the booking ID, as shown in the screenshot below:

 
Select Date
 
Once an invoice has been selected, it will appear on the screen ready for viewing and editing.
 

Invoice View

This is a detailed view of your customer’s invoice. From here, you can edit the booking, change the booking status, add a note and apply a payment.

 
Booking Invoice
 

Booking Status

Booking statuses enable you to adjust exactly where an invoice is in the booking process. Sometimes, an invoice may be in a pending state without any payments applied. The customer may then make a partial payment on that invoice, or even pay it in full. Either way, it’s important for you as a business owner to know which customers owe you money and which customers maybe need a follow up notification sending out.

The current status of an invoice is indicated by a brightly coloured label in the top left corner of the document, as seen in the image below. You can click on this label and open a drop-down menu, in order to change the status of the booking.
 

Status Loupe

 

Some of the statuses, such as Deposit, are known as system statuses and cannot be manually chosen by the user. An invoice would be set to Deposit, for example, when a partial payment is applied to the booking. Since this is not a status you can manually choose from the drop-down menu, it will not be listed there. If you need to set an invoice to the deposit status (maybe an old booking you wish to add to the system that already has a credit card payment applied), you will need to apply a partial POS payment in order to trigger the deposit status. For more information on statuses, including how to create your own custom ones, please click here.

If you have e-mail notifications tied to a booking status, changing the status will trigger the notification and send an e-mail to the configured recipient(s). If you don’t wish to trigger a notification, click on the new status from the dropdown menu and then uncheck the send email notifications field from the resulting popup window.
 

Confirm Update

 

Adding Notes

You can attach notes to a specific booking by using the notes field located to the right of the invoice (or below depending on your screen size). Add your note in the field provided and then click the Create button to finish.If you also wish for the note to appear on the invoice, select Show on invoice as highlighted by yellow in the image below. Note: this also appears on the customer invoice.

 
Add Note
 

If you need to delete or edit a note, you can hover over it with your mouse and select the appropriate link. There is a master view of all notes in the report section.

 
Staff Note
 
 


 

Editing a Booking

You can edit a booking by clicking on the Edit link just above the invoice. From here, you can change the customer details, or modify the items on the invoice. To do that, click the Change button next to the item you wish to modify.
 

Edit Invoice

 

Adding/Editing Items

You can add an item by clicking the Add Item button from the left sidebar of the Edit screen. The Edit dialog will allow you to change the date, quantity or the item/category itself. You can also supply or remove a discount code, or override the total.

To change the item, select a new one from the drop-down menu. This will search the system for items based on the parameters supplied. If there are other items available, they will appear in the list and allow you to select one. If you only wish to see items that have availability, check the box labeled Hide unavailable items.

Selecting a new item and changing the quantity or date will automatically query the system and return a new price. If there is a conflict, an error message will appear.

When a booking has been modified, a new balance will be calculated and show in the invoice. If necessary the booking status will be also be changed.

 
Add Item Button
 

Removing Items

To remove an item from the invoice, click on the Change button as mentioned above, then the red Remove from Invoice button. If the item you’re removing has packaged items attached to it, you can remove those also by checking the Remove package contents box, as seen in the screenshot below.

 

Remove Item

 

Quick Tip:
If a payment has already been collected on the invoice, removing the item does not automatically refund it. You need to do so via the Transactions link above the invoice.

 

Deleting an Individual Booking

To delete an individual booking from the system, you must update the status of your booking to either cancelled or void.

Once you’ve pulled up the booking you wish to remove in your Checkfront account, click on the booking status button to reveal a drop-down menu of statuses.

 

Invoice Status Change

 

Choosing Cancelled, will remove the booking from your calendar and make the designated inventory available again. A pop-up window will remind you to refund any payments through the transactions tab. When cancelled, the booking will remain in your system for future reference.

If you choose Void though, the booking will be purged from the system within 24 hours and will not be searchable in the future. Please bare in mind that you cannot void a booking that has any transactions applied to it. If transactions were applied, the void option will not be listed in the status drop-down. In this case, you should choose cancelled instead.
 

Bulk Delete Bookings

If you have several bookings you wish to cancel or void, select them using the checkbox to the left of the bookings in your Booking > Index screen (1). Then, click on the button (2) highlighted in the screenshot below. This is the bulk editor.

 
Bulk Edit
 

From here, choose your booking status from the Update Status menu and then click confirm. If you wish to email the customer and inform them of the change, check the Deliver Notifications box.

 

Batch Update Window

 

Don’t forget to refund your customer if required!

 
 


 

Transactions

The transaction view lists all of the payments and refunds that have been applied to the booking. If the invoice is not paid in full, the Add a Payment button in the left sidebar will be active and you can click on that to create a new transaction.
 

Transactions Tab

 

 

Refunds

To refund a transaction click the Refund button beside the transaction. You can refund a manual or credit card payment.

 

Refund-Button

 

If you refund a credit card payment, the customer’s card will be automatically credited the transaction amount.

 

Refund POS

 

It’s also possible to provide the refund in the form of a gift certificate. To do this, select Gift Certificate from the Payment Type field at the top of the refund window.

 

Refund Gift Certificate

 

Fill out the fields to configure the gift certificate how you wish. When it comes to entering the Gift Certificate Number, leave the field blank to create a new gift certificate. If however, the customer already has a gift certificate with your business, you can input the code in the field provided. The value of the refund will then be added to the balance of said gift certificate!

When you’re ready, click the blue Refund button at the bottom to complete.

 
 


 

Log

The booking log is a detailed journal of all events that took place for the given booking. This will include notifications sent, status updates, payments and booking changes. A master view can also be found under Reports > Log.

 

Booking-Log

 
 


 

Documents

The documents tab contains any waiver documents that are assigned to the booking.

Click on the View drop-down menu to verify the signed waiver. From here, you can also detach the waiver from the booking or delete it altogether.

 

Waivers Booking View

 

Click on the downward facing arrow on the right-hand side to view additional information regarding the waiver in question. This includes document signatures and the creation/updated dates.

 

Waivers Additional Info

 

For detailed documentation on waivers and documents, please go here.
 
 


 

Check-in/Check-out

In the left sidebar, next to the invoice, you’ll notice a Check-in button. When clicked, this will update the customer as “Checked-in” and add a note on behalf of the logged in account. A checked-in booking can also be checked-out by clicking the same button, which will now say Check-out instead.

It’s not necessary to use the check-in feature, but when you do, you’ll have greater insight into your inventory availability, arrivals and no-shows.

 
Check-In-Button
 

When either option has been selected, an icon is added to the booking status label showing the Check-in (checkmark), or Checked-out (forward arrow) as part of the status. This can be seen in several reports throughout the system, including the booking and availability report.

 
Checked-In-Out
 

Reset Check-In

You can reset the check-in status for a booking by clicking on the Reset Check-In button in the left sidebar. This button will only appear once a customer has been checked out in the system. Once reset, any checked-in or checked-out notes from before, will remain in the notes section of the invoice, but the customer can now be checked in again, should you so wish.

 
Reset-Checkin
 

It’s not necessary to use the check-in feature, but when you do, you’ll have greater insight into your inventory availability, arrivals and no-shows.

 
 


 

Applying a Payment

You can manually apply a payment to a booking by clicking on the Add Payment button in the left sidebar.

 
Add-Payment-1
 

The payment dialog allows you to make a full or partial payment towards the invoice. If you have a capable payment gateway setup you can supply credit card details and automatically bill the customer.

Alternatively, you can add a manual payment (POS). Manual payments will still create a transaction, but do not collect any funds. From the Payment Type field, you can select the type of POS transaction to apply. If you’ve just created your Checkfront account and need to add a pre-existing booking to your system, that has a credit card payment already applied, you can choose credit card from the POS payment type menu. This enables you to manually enter that previous payment and add any notes below that may be applicable to the transaction.

A third payment type is Gift Certificate. Simply enter the gift certificate number and the payment amount due will be deducted from the gift certificate balance.

 
Payment Types

 
When a payment is made, a transaction will be applied to the invoice and the balance will be updated. If the full payment is supplied, the booking status will automatically be set to PAID, otherwise it will be set to DEPOSIT.

To add a note along with the payment, you can use the notes field provided. Checking off Show on invoice will also include the note on the customer invoice.
 

IMPORTANT!
Due to PCI compliance issues, you absolutely must not store any credit card details within your Checkfront account. If you apply a POS payment, which was paid for with a credit card, DO NOT add the credit card details to the notes section of the invoice. Failure to comply can result in the suspension of your account until such issues are rectified.

 
If you have notifications enabled for either of those statuses, the corresponding email will be triggered. You can skip any configured notifications by unchecking the notification option.

 

Notification Option

 
 


 

Print (PDF)

Although you can print an invoice directly through your browser, you can also produce a high quality PDF print-out by clicking on the Print button in the sidebar. This will open up a new browser window containing the PDF invoice. You can then, within your browser, choose to save this to your computer or print it out.

 
Print-Button
 

This will open up a new browser window containing the PDF invoice. You can then, within your browser, choose to save this to your computer or print it out.

 
Invoice Browser
 


 

 
 


 

Emailing the Customer

Notifications are an efficient way to streamline invoices, receipts and follow up emails. There is however, occasion where you need to quickly send a note to a customer to notify them of updated booking details.

You can send a customer a notification by clicking on the Email button in the sidebar while viewing a booking.

 
Email-Button
 

Quick Tip:
The email button, in the left sidebar, will be disabled if the customer does not supply an email address during the booking process. If you have the email address, you must first add it to the customer’s profile, before you can email them through the system.

 
From the pop-up window, you are able to select the recipient, the sender, a subject for the message and a carbon copy (CC) recipient. There is also a box in which to input your message, before sending it on its way.

 

Email Customer

 

To: The recipient can be chosen from the drop-down menu. By default, the customer will be selected as the recipient of the notification email. However, you can instead input a custom recipient, by clicking on the Edit Recipient link, or choose one of your staff members, if you’d prefer to send an in-house notification for the booking.

 

Email To

 

From: By default, the email will be sent from the main company email, as configured in your account settings. However, you can change this to your own staff email account by selecting it from the drop-down menu. Any replies will go to that same address.

 

Email From

 

Subject: The subject field is pre-populated with some details on the booking in question. If you’d like though, this can be replaced with whatever you like. Best to keep it short and to the point!

 

Email Subject

 

CC: If there’s somebody else you’d like to receive the notification also, enter their email address in the CC field. Multiple addresses can be used and should be separated by a comma.

 

Email CC

 

Include Invoice in Email: If you’d like to include a copy of the invoice with the email, check the box at the bottom of the window. The invoice will be embedded below any content you add to the message field.

 

Include Invoice

 
 


 

Customer Profile

Clicking on the Customer button in the left sidebar will take you to the customer profile of the invoice owner. The number next to the customer label, in this case ‘2’, depicts the number of bookings attached to the customer’s profile.

 
Customer Button
 

From the customer profile, you can create a new booking for that customer or review bookings that have been made in the past. You can also update the customer details by editing their profile fields.

 

Customer Details

 

For more information on the Customer Profile screen, please review this support document.

 
 


 

Bookmark

Bookmarks are a great way to highlight certain invoices for quick access later on. Rather than having to search for the invoice you need, you can instead add a bookmark, which can then be accessed through the Booking > Bookmarks menu. This is great if you are working on a booking and need to make some updates later on once everything is confirmed.

To add a bookmark to the invoice, click on the Bookmark button in the left sidebar.

 
Bookmark Button
 

The invoice will now be added to your list of bookmarks, which can be accessed at Booking > Bookmarks in your main navigation bar. Go there now and have a look.

 
Bookmark Screen
 

The bookmarks screen can be accessed from anywhere in the Booking menu by clicking on the Bookmarks link, as highlighted in yellow above.

Once you’re finished with the bookmark, you can remove it by returning to the invoice and clicking on the Remove Bookmark button, which has replaced the original Bookamrk button in the left sidebar.

 

Remove Bookmark

 
 


 

Attributing a Partner to Your Booking

Bookings by a partner are usually made by the partner themselves. However, there may be times when you or a staff member in your organization need to manually attribute a booking to one of these partners.

To do this, pull up the invoice for the booking in question and look over to the left sidebar. You’ll see a button labelled Add Partner Attribution.

 

Add Partner Button

 

Clicking on this button will launch a pop-up window with a drop-down field labelled Select a Partner. Simply choose the relevant partner from the list and click Submit.

 

Partner Drop-Down

 

And that’s it! The selected partner now has the booking attributed to them.

 

Attribution Successful

 

Of course, you may wish to change the partner attribution, in which case, you’ll see a button in the left sidebar labelled Change Partner Attribution.

 

Change Partner

 

Click on that button and follow the same steps as above to change the partner that the booking is attributed to.

 

Q: I have a payment gateway setup, but still can’t use “Add Payment”

A: Hosted gateways such as Paypal Standard and Google Checkout do not support this functionality.

Q: What is the difference between VOID and CANCELLED?

A: A VOID booking will be removed from the system after 24 hours. A CANCELLED booking will not. You cannot VOID a booking that has a payment attached to it.

Q: Emails seem to be getting caught in my junk folder

A: Checkfront is sending the e-mail on behalf of the domain you have configured. If you have a sender policy rule setup, you’ll need to add Checkfront to the list of verified senders (howto).