How does your customer book online?

When your customer presses Online İşlemler → Randevu Al (Online services → Book an appointment) in the top menu of your page, a six-step flow begins. If they click a service on the Hizmetler (Services) page, the flow opens with that service already selected. The customer-facing page is in Turkish.

1. 1

   Service

   On the Hizmet Seçin (Select a service) screen, services are listed in collapsible sections by category; services you added to Favorites are at the top under Öne Çıkan Hizmetler (Featured services), and the Hizmet ara (Search services) box filters the list. If you have defined more than one target audience (for example Women, Men), tabs appear at the top. Price and duration are shown or hidden according to Hide Prices and Hide Durations in Appointment Settings; prices are written as 1.500 ₺, with kuruş only when there are any. Services with "Hide on booking page" turned on are not listed. A customer can choose one service per booking.

2. 2

   Staff

   The staff members who can deliver the service are listed; if you set a staff-specific price, it appears under their name. If there is only one staff member, this step is skipped automatically. Only staff who have accepted their invitation (or were added as Cannot Sign In), are assigned to the service and are Open to Online Booking in Appointment Settings are listed; a staff member whose Appointment Settings window shows Being Set Up for the First Time is not listed until Save is pressed in that window. If nobody qualifies, “Bu hizmet için uygun personel bulunamadı.” (No suitable staff found for this service) is shown. Staff closed to online booking are also hidden from the team section of your business page.

3. 3

   Date

   In the calendar, past days and the days your weekly business hours mark as closed cannot be selected. Holidays and days when the staff member is not working or fully booked look selectable, but no times appear in the next step.

4. 4

   Time

   The free times for the chosen day are listed under Sabah, Öğleden Sonra and Akşam (Morning, Afternoon, Evening). Times follow the Booking Interval in Appointment Settings; if the staff member has their own booking settings, theirs apply. The staff member's other appointments that day, the group classes and events they lead, their leave (including leave awaiting approval) and their breaks count as busy; past times today and holidays are not listed. If no time is free, “Bu tarih için uygun saat bulunamadı.” (No times are available on this date) is shown and the customer picks another date.

5. 5

   Details

   The Bilgilerinizi Girin (Enter your details) screen starts with a booking summary (service, staff, date, time and the price, if shown). A customer who is not signed in enters İsim, Soyisim and Telefon Numarası (first name, last name and phone number) and ticks the KVKK privacy notice box; these are required. The notes field and the “Randevu hatırlatmaları için SMS almak istiyorum.” (I want SMS appointment reminders) box are optional; text written in the notes field arrives in the business's customer notes under the “Genel” topic with the “From online booking” chip, and the customer does not see it afterwards. Pressing Doğrulama Kodu Gönder (Send verification code) sends a 6-digit code to their phone.

   A customer who has already signed in to your page skips these fields and the code: their account is shown, and pressing Randevuyu Onayla (Confirm appointment) creates the booking straight away.

6. 6

   Confirmation

   On the Telefon Doğrulama (Phone verification) screen the customer enters the 6-digit code sent to their phone. The code is valid for 2 minutes; when the time runs out, Kodu Tekrar Gönder (Send the code again) becomes available. Once the code is verified, the appointment is created. If the number is not yet registered with your business, the customer record is created at this point with the name and phone number entered.

How does the appointment reach you?

• If Auto-approve Online Bookings is on: the appointment is created as confirmed and the customer sees “Randevunuz Oluşturuldu!” (Your appointment has been created).

• If it is off (the default) or a Risk Management rule requires approval: the customer sees “Randevu Talebiniz Alındı!” (Your booking request has been received) and the appointment waits for your approval. The request appears on your calendar as pending and on the Appointment Requests tab of the Pending Approvals panel in the top bar; “Approving an appointment, changing its status and cancelling it” covers approving and rejecting it.

• The appointment appears on your calendar and in the Appointments list. In the list its row carries a piyzi badge; choose Piyzi in the Resource filter to see only the bookings made online.

• If Only Members With a Package Can Book is off, the appointment is added to the customer's open sales card for that day, or a new sales card is opened. The line gets the service's list price (or the staff-specific price, if there is one); if a price range is defined, the top of the range is used.

Who gets which message?

• As soon as the booking is made, the customer gets an SMS. If the appointment is confirmed it reads “Sayın [name], [business] randevunuz başarıyla oluşturuldu.” (your appointment has been created); if it awaits approval it reads “Randevu talebiniz alındı. Onaylandığında SMS ile bildirilecektir.” (we'll let you know by SMS once it is approved). Both include a link to the appointment details. If Verimor is connected in Pi Store, the message goes out under your own sender name; otherwise under the Piyzi sender name.

• This SMS is sent independently of your “When an Appointment Is Created” automation; if that automation also messages the customer, they receive two messages.

• When you approve the request, Piyzi does not send the customer a separate message. To keep the promise in the request SMS, set up an automation with the “When an Appointment Is Approved” trigger: under My Business → Automations → Ready-made Automations, the SMS Notification Package includes an “Appointment confirmation SMS” and the App Notification Package an “Appointment confirmation notification”.

• The appointment's staff member gets an SMS (“Yeni bir randevu oluşturuldu. …” — a new appointment was created — or “Onay bekleyen bir randevunuz var. …” — you have an appointment awaiting approval), an entry in the Notifications list of the bell panel in the top bar, and — if they use the mobile app — a notification on their phone. Staff turn the SMS and the phone notification on or off in the When a New Appointment Is Created row under My Account → Notifications; while Do Not Disturb is on, neither is sent. The entry in the Notifications list always appears.

• If your business has a “When an Appointment Is Created” automation that notifies the staff member right away (for example the new appointment notification or SMS to staff from Ready-made Automations), this staff notification is not sent on that channel as well: if the automation sends an app notification, Piyzi's app notification isn't sent; if it sends an SMS or WhatsApp message, Piyzi's SMS isn't sent. The staff member gets a single notification for the appointment. If the appointment's staff member is the business owner, an automation addressed to the business owner counts the same way.

Restrictions

• If the "Only members with a package can book" setting is on, the customer must select an active package while booking. A customer who is not signed in sees a sign-in prompt at this step and can only book after signing in; if they have no suitable active package, “Bu hizmet için kullanılabilir aktif paketiniz bulunmuyor.” (You have no active package available for this service) is shown. In this mode the appointment is created without a sales card: the session credit is reserved from the package and deducted when the appointment is marked Arrived or Completed; on cancellation it is refunded or forfeited according to the cancellation window and the package's cancellation-rights rule. When the customer picks their package, that package's cancellation terms are shown under it (when they can cancel for free, when a cancellation right is used and how many are left), so they know the rule before booking.

• The package must cover the appointment date: a package that ends before the chosen day is not listed, and it cannot be used to book a day after its end date. The customer should pick an earlier day or ask you to extend the package. If an earlier booking is cancelled after the package has expired, the customer is told clearly that the refunded session credit cannot be used on the expired package.

• With the online booking rules under My Business → Settings → Risk Management you can require approval (Approval Required) for, or block (Cannot Book), the online bookings of customers who have missed appointments before, cancel often or have a low reliability score. No deposit or prepayment is taken for online bookings.

• A customer you have blacklisted in Risk Management cannot complete the booking; at the last step they see “Online randevu alım koşullarınız karşılanmıyor” (your online booking conditions are not met). A customer you have banned is stopped at code verification with “Hesabınız işletme tarafından engellenmiş.” (your account has been blocked by the business).

• No one-to-one online appointments can be booked on holidays (My Business → Settings → Holidays). Classes that fall on a holiday cannot be joined from your page or the mobile app either; they show a “Tatil — kayıt kapalı” badge in the weekly schedule on your page and a “Holiday” badge in the app.

• Services with "Hide on booking page" turned on under My Business → Settings → Services are not listed on your online booking page or in the mobile app; customers can't book them themselves. If a service is hidden while the customer has the page open, the booking with that service can't be completed. You can still create appointments with these services yourself; classes and events are not affected.

• When a customer joins a group class with a package, the package must not end before the class; a package cannot be used for classes after its end date (the same rule applies when joining with a subscription). When they cancel a booking made with an expired package, no cancellation right is taken; because the refunded credit cannot be used on an expired package, the customer is warned about it separately.

• When joining a class with a package, the chosen package's cancellation terms are shown in the join confirmation. When cancelling a group class booking the customer first sees the outcome (the credit will be returned, a cancellation right will be used, or the credit will be used up). If the outcome turns against the customer at the moment of confirmation, nothing is changed; the current situation is shown and the customer confirms again. After cancelling, the actual result is shown on screen.

• Cancelling a class within the first 15 minutes after booking (while the class is at least 1 hour away) is free: the session credit is refunded and no cancellation right is used.

• Customers can check in to a class from your page's check-in screen between 60 minutes before the class and its end; outside that range check-in is closed. A booking that has been checked in cannot be cancelled by the customer — if needed, you change it from the attendance.

• Before joining an event the customer sees a confirmation window: an event registration cannot be cancelled over the internet or from the app, for a paid event the amount is recorded on their account as a balance due, and when automatic approval is off the place is confirmed by your approval (the request appears in the Pending Approvals panel). On an event they are already registered for, "Registered" or "Awaiting approval" appears instead of "Join"; joining a full event is closed. If "Show remaining spots" is off for the event, only "Available" or "Full" is shown instead of a number.

The customer account

Your page has no separate sign-up page. A customer account is created when the customer books online for the first time and verifies their phone, or when you add them as a customer. A registered customer signs in with Giriş Yap (Sign in) on your page, using a code sent to their phone or the password they have set. If someone asks for a code for a number that is not registered, “Bu numara ile kayıtlı bir müşteri bulunamadı…” (no customer is registered with this number) appears and they are asked to contact the business. In that case, add them on the Customers screen or ask them to make their first booking on your page; either way their account is created.

In the Hesabım (My account) area a signed-in customer sees and cancels their appointments, sees their packages, subscriptions, measurements and programmes, and joins classes in the weekly schedule and events. If you have set up linked customers (a child or relative), the customer books on their behalf by switching İşlem yapılan kişi (Acting for) in Hesabım. The same number can also be used for Customer Sign In in the Piyzi mobile app.

How does a customer cancel an appointment?

Customers can cancel from the page opened by the link in the appointment SMS or from the My Appointments screen in their account. The SMS link asks for a verification code sent to their phone.

• An appointment that has started, is completed, or that you marked "Arrived" or "No-show" cannot be cancelled; the Cancel button does not appear on it. This way a no-show record cannot be erased by the customer.

• If the appointment is deducted from a package, the confirmation step says what happens to the session credit according to the package's "When is a cancellation right used?" rule. On late cancellations (the default): within the cancellation window the credit is returned; after the window has passed (with a window of 0 every cancellation is like this), if the package has cancellation rights the credit is still returned and 1 of the package's cancellation rights is used, otherwise the credit is used up. On timely cancellations: a cancellation made before the window closes returns the credit and uses 1 right if one is left, and uses up the credit once the rights have run out; after the window has passed a right cannot be used and the credit is used up. The confirmation step also shows the rights left (for example 2/3). If the package has expired, the credit is returned but cannot be used, and no cancellation right is used.

• A customer who withdraws a request still awaiting approval always gets the session credit back — the same rule as your rejection. Cancelling within the first 15 minutes after booking (while at least 1 hour is left before the appointment) is also free.

• If the conditions change against the customer between the confirmation step and the moment of cancelling (for example the cancellation window ran out in the meantime, or the last cancellation right was used by another cancellation), the appointment is not cancelled; the current situation is shown and the customer confirms again. On the SMS link page they can confirm again with the same verification code.

• After cancelling, the result is shown on screen: the credit was returned, the credit was returned and 1 of the package's cancellation rights was used, or it was not returned — with the reason: the cancellation window had passed, no rights were left, or (under On timely cancellations) a right cannot be used on a late cancellation.

• A customer's own cancellation runs the "When an Appointment Is Cancelled" automation whichever channel it comes from.

When a customer cancels their appointment, the sales card total is recalculated. If every appointment on the sales card is cancelled and the card has no payment or product sale, the sales card is cancelled too — the same rule as when a staff member cancels the appointment.