Reservations

Use Reservations to see who’s booked each day, change or cancel a booking, refund a deposit, and add phone-in bookings.

Plan requirement: The reservation system requires the Power plan or higher. The screen needs manager-level access. Before accepting bookings, set up Reservation Settings.

Understand booking fees

For paid online bookings, your restaurant pays a 2% service fee plus card processing. The guest’s total is unchanged. Free bookings and in-store bookings without an online charge have no booking service fee.

See Booking fees for the fee base, examples, refunds, and deposit credits.

Month selector

Pick the month you want to view. You can browse up to six months ahead, and back to January of the year your business started. The screen opens on the current month in your restaurant’s time zone.

Select + Booking on the right to add a booking yourself. See Add a booking.

Dashboard

Two bar charts compare the selected month with the previous month, day by day.

Booked Tables: the number of bookings per day. The card title shows the month total.
Total Guests: the sum of party sizes per day, with the month total in the title.

The dark bars are the selected month and the light bars are the previous month. The trend in each card’s corner shows how many more or fewer bookings or guests the selected month has:

Current month: month to date. For example, on the 12th it compares days 1–12 of both months.
Past month: the whole month.
Future month: no trend.

Day list

Below the charts, each day of the month has a row. Upcoming days come first, starting with today. Days before today appear below a Past Bookings divider, newest first. A line after each Sunday separates the weeks.

Each row starts with a date badge: the date, Yesterday, Today, or Tomorrow, any holiday name, and the number of active bookings. The badge is green when the day has bookings and gray when it has none.

Booked item cards

A day’s bookings are grouped into one card per booked item, such as Dining Room or Chef's Table. Each card shows:

Booked and Guests: active bookings and total guests for that item.
The item name. Option Deleted. May require a fix means the item was removed from Reservation Settings but still has upcoming bookings. Move those bookings to another item with Edit.
One line per booking time, earliest first, with B (bookings) and G (guests) counts.
Each guest’s name, phone, and party size. A green party-size badge means the guest added options. The booking note appears below the guest.
(N canceled) when some bookings at that time were canceled.

Canceled bookings don’t count toward any number on the screen.

Open a card’s bookings

Select a card to list its bookings in two tables, Booked Items and Canceled Items:

Name, Party Size, Time.
Deposit: the booking subtotal minus any refunds. A canceled booking can show a negative deposit, because its refund also covers tax and tip.
Redeemed: the deposit applied to a check on the POS with the Booked payment method. Credits voided on the POS don’t count.

Canceled rows are red. Rows for guests who added options are green. Select a row to open the booking.

Block a day

Under a day’s cards, select + Booked Up to stop new bookings for that date. The Date starts on that day, and you can change it.

Set the Start Time and End Time, in 15-minute steps. The defaults cover the whole day.
Leave Items empty to block every bookable item, or pick only the active items to block.
Add an optional Note of up to 20 characters, such as Closed, Private Event, or Sold Out.
Select Save.

The block appears under that day. Select Edit to change it, or the trash icon to delete it. Blocks you add here also appear in Reservation Settings.

Booking details

The booking window shows a red Canceled banner if the booking was canceled, then:

The guest’s name, phone, and email.
Party Size, Time, and Booked (the booked item).
The booking note.
A payment summary: the booked item times party size, each option, any discount, Subtotal, Tax, Tip, and Total. After a party-size edit, the first line uses the new party size, so it no longer adds up to Subtotal.
Paid <method> for each charge.
Refund at <time> for each refund, in red. When a refund fee was kept, the row shows the refunded balance with the fee in parentheses. For example, $100.00 (-$5.00) means the guest got $95 back.
Credit at <time> for each deposit amount applied on the POS. A credit voided on the POS shows as Credit at <time> (voided) in gray, struck-through text. The time is when the credit was applied.
A Chargeback card, if the guest disputed the charge.
Created at, Source (where the booking was made, such as back-office), and the booking ID.

Active bookings show Edit, Partial Refund, and Cancel.

Edit a booking

Select Edit.
Change any of Name, Party Size, Phone, Time, Booked Item, and Note. Time is in your restaurant’s time zone.
Leave Send Email Notification checked to email the guest a list of what changed. Uncheck it to change the booking quietly.
Check Confirm, then save.

The guest’s email address can’t be changed here, and a booking without an email gets no notice. Booked Item lists only active items.

Edits aren’t checked against capacity, booking hours, or Booked Up blocks. You can also edit a past booking.

Editing doesn’t change the payment. Changing the party size or item doesn’t charge or refund the difference. Use Partial Refund to return money.

After the edit, availability for the old and new dates is recalculated. If that fails, you see Booking saved, but availability for that day didn't update. The edit is still saved.

Give a partial refund

Use Partial Refund to return an exact amount and keep the booking, such as the difference after moving to a smaller table.

Select Partial Refund.
Enter the Refund Amount, at least $1.
Enter a Reason of at least 3 characters.
Check I understand that this action is irreversible and will refund the customer., then submit.

The amount is refunded exactly as entered, so subtract any fee yourself. It must fit within what’s left of a single charge. Otherwise you see No charge found with enough balance.

Refunds don’t check Redeemed. If the guest already used the deposit on a POS check, you can still refund it, so check Redeemed first. The guest gets a Refund Issued email with the amount and reason.

Cancel a booking

Cancel cancels the booking and refunds the guest in one step.

Select Cancel.
Enter a Reason of at least 3 characters. The guest sees it in the cancellation email.
If your Refund Fee is above 0, keep or uncheck Apply N% refund fee. It’s checked by default.
Check I understand that this action is irreversible and will refund the customer., then submit.

What’s left of the charge is refunded, after any partial refunds. That includes tax and tip. With the fee applied, that percentage of it is kept. Like partial refunds, Cancel doesn’t check Redeemed. A booking with no charge, such as one added with + Booking, is canceled without a refund.

The guest gets a Booking Cancellation email with the reason, the refund amount, and any fee kept. Your reservation email is copied when one is set in Reservation Settings. That date’s availability is updated, so the spot can be booked again.

A canceled booking can’t be edited or restored.

If Refund or Cancel is missing

These actions are hidden while dispute information loads, if that check fails, or when the booking has a chargeback that holds the funds. A card inquiry or a won dispute doesn’t hide them. Check the booking’s Chargeback card and follow reservation chargeback steps.

Don’t issue a separate refund to bypass a dispute. Ask support to review a closed case if the buttons remain unavailable.

Add a booking

Select + Booking to record a phone-in or walk-up booking.

Name: the guest’s name, at least 3 characters.
Party Size: the number of guests. Defaults to 2.
Phone: required.
Email: optional, but must be a valid address when entered.
Time: the date and time, in your restaurant’s time zone. Defaults to the start of the next hour.
Booked Item: one of the active items from Reservation Settings.
Note: an optional note shown with the booking.

A booking you add here:

Is free. The item price is discounted in full and nothing is charged.
Isn’t checked against limits. Capacity, booking hours, and Booked Up blocks don’t apply. Its guests count toward seat limits for online bookings at the same time. It doesn’t hold a table for items that book by table.
Sends no email. The guest doesn’t get a confirmation.
Shows back-office as its source.