#1623 – Cancelling a booking via bookingform is OK , but client nor company receive any CANCELLATION Email

Posted in ‘The Booking Form integration’
This is a public ticket. Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.
Friday, 02 August 2019 12:30 UTC
 Hello,

Cancelling a booking via the bookingform works ( partially ) .

After that the client enters his cancellation number at the bottom of the bookingform, the booking is cancelled indeed in our system.

However, nor the client, nor we, receive any email , informing us that the booking is cancelled.

Bottom line is, the booking is cancelled, but we don´t know it , unless we log-in and check our bookings at the back-end.

Please fix by sending an automated cancellation mail to client and to our company.

Thank you very much

Axel

ps : Also, I think the term REJECTED, should be replaced by the term CANCELLED ( makes more sense )
 
Saturday, 03 August 2019 10:55 UTC
Hi Axel,

When a user cancels his booking from frontend, system sends notification email to company admins always. However, If the user is logged in and cancels a booking then we don't send email to the user because he actually knows which order he has just cancelled and we wanted to decrease the number of emails sending from our server to lessen the load. And, if a driver was already assigned to the cancelled order, driver should also get notification email. I noticed you are using your own SMTP, so you should be able to see the list of emails sent using your email server. Please check that, sometimes email server gets too busy and doesn't send emails instantly, instead put emails in queue and clears the queue when it gets relaxed again.

We will think about the Cancelled instead of Rejected.

Thanks & Regards
Ronniee
 
Sunday, 04 August 2019 13:35 UTC
hello,

thank you for your reply.

Don´t really understand the SMTP thing but please have a look at my attach.

Should this be set to Emails, rather than Notifications ?

please advise,

best regards

Axel
 
Monday, 05 August 2019 10:40 UTC
Hi Axel,
you can see your SMTP settings at the back office > Dashboard > Settings > Order email settings - scroll down towards the end of the page and you will see the SMPT section.
SMTP actually is just a relay that your emails are syphoned through so for the receiver they appear as if they are sent from your own website and hence reducing messages ending up in Spam.
Another plus side using your own SMTP is that your email server actually keeps a log of all sent emails and you can go to that log and check what emails have gone through and when.
You can ask your hosting/email provider for assistance with this. Also, please check the Spam folders as there is never a guarantee that a message is not ending up in Spam.

You can always change the "Rejected" word to "Cancelled" going to the back office > Dashboard > Translations > English and search for the word or text you want to change using the Search function. Then type the new word/text in the field on the right-hand side and Save. The change is instantly reflected in your booking form.

Hope this helps.
Kind regards.
 

Please rate this ticket

Help us improve our support services by rating this ticket from one to five stars, according to how much you are satisfied from the handling of this ticket, one being not satisfied and five being very satisfied.