Petboost sends a fixed set of automatic messages when a payment fails or a booking changes, and nothing else. There is no issue-tracking template, no resolution status message and no scheduled follow-up sequence. Each message follows a switch on Notifications, except the payment failure texts, which always send.

When a card hold is declined

With pre-authorisation holds on, Petboost places the hold on the customer's card on file 72 hours before the appointment. If the card declines, the appointment still goes ahead, and Petboost tries the hold again every 4 hours, up to 5 attempts, until the appointment starts. See Card on file and payment methods.

The first decline sends these messages, once for the booking:

The customer's text tells them the hold is not a charge and asks them to check the funds available. Your text says the customer has been notified and gives their phone number.

When a payment is declined after the visit

When Petboost charges the customer's card on file for a finished appointment, through Auto-pay invoices or when your team charges it, and the card declines, Petboost sends these messages once for that appointment date. With Auto-pay invoices on, Petboost tries the charge again every hour, up to 10 attempts. A payment declined on the card reader sends no messages.

The customer's text gives the amount, a link to update their card at app.petboost.com/payments and your business phone number. Your text gives the customer's phone number.

Petboost sends no payment message for a cancelled or archived booking, or for one whose total is under 50 cents.

When the payment goes through

There is no separate message to say a payment problem is resolved. When the payment is taken, the customer gets the Payment Succeeded / Receipt email, which follows Email the customer: booking updates. No text is sent.

When a booking moves

When your team moves a booking and chooses Send notification, or the customer reschedules from their app, the customer gets the Appointment Rescheduled email and the Rescheduled SMS. A change to the price or the services sends the Price Updated SMS. The email follows Email the customer: booking updates, and the texts follow Text the customer: booking changes.

When a customer reschedules or cancels online, your business email gets a copy of their email from Email you: new booking copy, as long as Email the customer: booking updates is on.

Choose whether customers get these emails

Every customer email on this page, the receipt included, follows one switch. Turn it off only when you want no booking emails to reach customers at all.

1. Open Settings, then Notifications.
2. Under Booking Created, switch Email the customer: booking updates on or off.
3. Select Preview on a message to read it as the customer receives it.
4. Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.

Choose whether customers get texts when a booking moves

Do this to decide whether a customer gets a text when a booking is rescheduled or its price changes. Payment failure texts always send, whatever this switch says.

1. Open Settings, then Notifications.
2. Under Booking Updates, switch Text the customer: booking changes on or off.
3. Select Preview on Rescheduled SMS or Price Updated SMS to read the text.
4. Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.

A service can keep its own copy of either switch. When one does, the switch shows how many services use their own setting.

Choose whether your inbox gets payment emails

Email you: payment declined sends the two business emails above. It is on by default.

1. Open Settings, then Notifications.
2. If Payment Events is not showing, switch on Advanced options.
3. Under Payment Events, switch Email you: payment declined on or off.
4. Select Preview on a message to read it.
5. Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.

Move a booking without telling the customer

When your team edits a booking, the sheet asks whether to tell the customer before it saves. Choose silently only when you have already told them yourself.

1. Open the booking from Appointments.
2. Select Manage, then Edit. On a recurring booking, choose Edit this visit only or Edit all future visits.
3. Change the date or time.
4. Under Notify customer?, choose Send notification or Update silently.
5. Select Update This Appointment, or Update All Future Appointments for a series.

With Update silently, Petboost sends no email or text about the change. When the booking has moved, the sheet warns Customer won't know it moved, because the customer still expects the original date and time.

Follow up with the customer

Everything past the automatic message is a message you write. Send it through Messages, so the conversation stays on the customer's record and any team member can pick it up. Message owner needs Communications Booster and a mobile number on the customer.

1. Open the booking from Appointments.
2. Select Manage, then Message owner.
3. Type your message and select the send button.

Petboost sends each automatic message when the event happens, and there is no built-in follow-up timer. If you want to check in a week later, put it in your own diary or leave a note on the customer's profile.

Troubleshooting

The customer got no payment failure text

• Check the customer has a mobile number on their profile
• A booking that is cancelled or archived, or whose total is under 50 cents, sends no payment message
• A payment declined on the card reader sends no message. Tell the customer at the counter

Your inbox got no payment email

• Check Email you: payment declined under Payment Events
• Check Business Email on Business Details, the address these emails go to

The customer got no message when a booking moved

• Check Email the customer: booking updates and Text the customer: booking changes
• Check whether your team chose Update silently
• A service can keep its own setting, and a customer can turn their own messages off on the Settings & Overrides tab of their profile

Related documentation

• Customer Journey Overview: the whole communication system
• First-Time Customer Journey: the new customer experience
• Returning Customer Journey: communications for regular customers
• Card on file and payment methods: holds, saved cards and payment links
• Settings → Notifications: message timing and content
• Settings → Automatic Actions: automated workflows