Booking Troubleshooting#

Booking and availability issues often have simple causes. This guide helps you diagnose and fix common problems.

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No Availability Showing#

Common Causes#

When customers or staff can't see available time slots:

1. Timeslot Not Valid for Date

Timeslots can be seasonal:

• Check timeslot Valid From month
• Check timeslot Valid Through month
• Dates outside this range won't show availability

Example: A Summer Season timeslot valid June-August won't show in September.

2. Wrong Day of Week

Timeslots are day-specific:

• Check which days the timeslot applies to
• Weekend timeslots don't show on weekdays
• Weekday timeslots don't show on weekends

3. No Units Available

All units may be booked:

• Check existing bookings for that date
• Verify unit quantity settings
• Check unit timeslot availability limits

4. Duration Requirements

Timeslots have min/max duration:

• Requested duration may be too short
• Requested duration may exceed maximum
• Check timeslot duration settings

Diagnosing Availability#

Step 1: Check the Calendar

1. Go to Bookings → Calendar in the navbar
2. Navigate to the date in question
3. See what's already booked

Step 2: Check Timeslot Settings

1. Go to Account → Timeslots
2. Find the relevant timeslot
3. Check:
   • Valid dates (seasonal)
   • Days of week
   • Duration settings

Step 3: Check Unit Settings

1. Go to Account → Fleets → Unit
2. Check quantity available
3. Check which timeslots are assigned

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Missing Bookings#

Can't Find a Booking#

Step 1: Search

• Use the search bar
• Try: confirmation number, customer name, email, phone
• Remove any filters that might hide it

Step 2: Check Status Filters

• Booking may be in a different status
• Check All statuses instead of just Active
• Cancelled bookings are hidden by default

Step 3: Check Date Range

• Make sure you're looking at the right dates
• The booking may have been modified
• Check for any date/time changes

Step 4: Check Account

• If you have multiple accounts, switch accounts
• Booking may be in a different location

Booking Shows Wrong Status#

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Can't Check In or Check Out#

Check-In Not Working#

Check booking status:

• Must be Reserved to check in
• Already Rented = already checked in
• Pending or Checkout = not yet paid

Check timing:

• Some businesses require check-in near scheduled time
• Too early or too late may show warning (but usually allowed)

Check permissions:

• Your user role allows check-ins?
• May need admin or staff role

Check-Out Not Working#

Check booking status:

• Must be Rented to check out
• Reserved = not checked in yet
• Returned = already checked out

Check for balance due:

• Outstanding balance may block completion
• Collect payment before final check-out

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Calendar Conflicts#

Double Bookings#

RecSystems prevents double-booking under normal circumstances. If it happened:

How it might occur:

1. Dashboard booking while customer checking out
2. System issue during high load
3. Multiple staff booking same slot simultaneously

How to resolve:

1. Identify which booking should stand
2. Contact affected customer
3. Cancel or reschedule the other booking
4. Offer compensation if needed

Prevention:

• Use soft holds (enabled by default)
• Check calendar before manual bookings
• Communicate with team about bookings in progress

Overlapping Times#

Check for:

• Bookings that start before previous ends
• Insufficient turnaround time
• Multi-day bookings overlapping

Resolution:

• Adjust one booking's times
• Move to different unit if available
• Cancel and rebook if necessary

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Cart Expired#

What Happens#

• Carts expire after 15 minutes (configurable)
• Items released back to availability
• Customer must start over

Why Expiration Exists#

• Prevents inventory hoarding
• Ensures fairness for all customers
• Keeps availability accurate

Extending Cart Time#

For individual cart:

• Not possible once expired
• Customer starts new booking

Adjusting default time:

• Account settings control hold duration
• Contact support to adjust if needed

Customer Complaining#

I was in the middle of booking and lost my cart!

Response:

• Apologize for the inconvenience
• Explain the hold time limit
• Help them rebook quickly
• If no longer available, offer alternatives

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Modification Issues#

Can't Change Dates#

Check:

• Booking status (some statuses can't be modified)
• New dates have availability
• Changes are within your policy

After check-in:

• Modifications are limited
• Return time can usually be extended
• Major changes may need cancellation/rebooking

Can't Change Unit#

Check:

• New unit is available for the dates
• Pricing may differ (requires adjustment)
• May need to cancel and rebook

Can't Add Items#

Check:

• Cart may already be completed
• Items need availability for same dates
• Try creating a new cart/order

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Status Stuck#

Booking Won't Update#

If payment was made but status is Checkout:

1. Wait 1-2 minutes (webhook processing)
2. Refresh the page
3. Check payment in cart details
4. Contact support if still stuck

If check-in won't register:

1. Verify your role has permission
2. Try refreshing and checking in again
3. Check for any error messages
4. Clear browser cache and retry

Cart Stuck in Processing#

If payment seems stuck:

1. Don't retry immediately
2. Wait 30 seconds
3. Check if booking was created
4. If yes, payment worked
5. If no, try payment again

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Email Issues#

Confirmation Not Received#

Check:

1. Customer email spelled correctly?
2. Ask customer to check spam/junk
3. Email may be delayed (usually instant)
4. Resend confirmation from booking details

Wrong Information in Email#

Resolution:

1. Update booking with correct info
2. Resend confirmation email
3. Apologize to customer for confusion

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Quick Reference#

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Getting More Help#

Information to Collect#

When contacting support about bookings:

1. Booking/cart confirmation number
2. Customer details
3. Dates and times involved
4. Current status
5. What you're trying to do
6. Error messages (screenshots help)

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Related Articles#

• Common Issues
• Booking Basics
• Calendar View