Appointment requests

Review pending booking requests, accept the pets you can accommodate, and check when an accepted request still needs a deposit.

Review each customer's requested groom before confirming it. Pending requests already hold capacity, so check them regularly and decline the ones you cannot accommodate to release those times.

Open in app: Appointment requests

Review a pending request (web app)

Turn on Manual Approval under Booking settings → Online booking → Booking approval if you want to review online requests. Set how long you need to respond and what happens to unanswered requests. See Appointment settings.

Open Bookings → Requests, then select a request to see the customer, pets, services and time. Check the requested work before deciding. For a booking with several pets, check which pets your action will affect.

Accept a request and check what happens next (web app)

Choose Accept from the booking detail. A request without a deposit requirement can become Confirmed. When a deposit is required, the customer has already selected a card and authorised the amount during booking. Seglo charges that card for the pets you accept, then confirms their original bookings when payment succeeds. Pets still awaiting your decision are not charged or confirmed.

Processing deposit means payment is still being checked. Payment needs attention means the customer must resolve the issue, such as a bank check, declined card or changed amount, in My Bookings before Pay by. In that case, Copy customer payment link lets you copy the destination. Older requests made without card authorisation can still require the customer to pay after acceptance.

An accepted request leaves the approval queue because you have already made your decision. Find it from Schedule to check its payment status. Other pets in the same booking continue to await your decision.

Decline a request you cannot accommodate (web app)

Open the request and choose Decline request from its available actions. Review the affected booking before confirming. Declining releases its held capacity.

New deposit requests take no payment before approval, so declining one needs no refund. If an older request already has a paid deposit, its existing refund handling still applies. Check the payment result before issuing a separate refund, so the customer is not refunded twice.

Give customers time to resolve a payment issue (web app)

Open Booking settings → Cancellations & cards → Booking payment. With Take a deposit selected, set Time to resolve a payment issue and Save. Choose 1–72 hours after approval; the default is 24 hours, and the deadline cannot be later than the appointment start. Customers only need to act if the automatic deposit payment needs their attention.

This is separate from the time you give your team to review requests. Auto-approve follows the same deposit requirement: it accepts the request and charges the authorised card before confirmation.

The slot remains held while the deposit is due. An unpaid request expires at the deadline and releases the slot once any in-progress payment has been resolved. See Booking deposits for payment and cancellation details.

Change a request before the deposit is paid (web app)

While a deposit request awaits approval or payment, its services, price and time cannot be changed directly. Decline a request still awaiting approval, or cancel an accepted request, then create a new request with the correct details. Do not mark the visit started or complete to work around an unpaid deposit.

Once payment succeeds, the normal confirmed-booking actions and accepted cancellation terms apply. A confirmed booking that still needs a groomer appears in the Unassigned area of Schedule; approval and staff assignment are separate jobs.