Your online store › The blocks you can add
Which Riserva blocks can I add to my theme?
There are two: Experience booking (a button or form for one experience, usually on its product page) and Experiences list (a search bar and a grid of bookable experiences, for a property or “Visit us” page). Both are app blocks you add from the theme editor; there is nothing to switch on under App embeds. The page guests use to manage a reservation is built in and needs no block. See also: Add the booking widget to your themeWhy does my booking button say “Check availability”?
“Check availability” is the label the button uses when the block’s Button label setting is left blank. Type your own wording into that setting in the theme editor to change it. See also: Add the booking widget to your themeWhat is the difference between “Button that opens the booking window” and “Booking form shown on the page”?
With the button, guests click and the booking window opens over the page (full screen on a phone). With the form, the same calendar and times sit directly in the page, already open, without the window’s title bar or close button. The booking steps are identical either way.Why does the booking button look like my theme’s buttons?
When Accent color, Button corners and Button width are left on their defaults, the widget copies the colour, corner shape and width of your theme’s own buy button on the page. If there is no visible buy button to copy, it uses Riserva’s deep-wine colour and a centred button of comfortable width. Anything you set in the block’s settings always wins. See also: Add the booking widget to your themeWhy does my guest see “This product isn’t set up for reservations yet — link it to an experience in the Riserva admin.”?
The product page the block sits on is not the product of an Active experience. That happens when the experience is still a Draft or Archived, when the block is on an ordinary product, or when the experience is set to Unlisted (private). Publish the experience, or move the block to the right product. See also: Publish an experienceWhy does my guest see “This experience isn’t linked to a product yet — publish it from the Riserva admin.”?
The experience has no Shopify product to put in the cart, so the reservation cannot be added. Publish the experience (or retry the product sync from its page) so Riserva creates the product. See also: Publish an experienceWhy does my guest see “Sorry, we couldn’t load availability. Please try again in a moment.”?
The widget could not reach Riserva for the calendar or the search. It is usually a passing connection problem, and asking the guest to try again a moment later is the fix. A guest who simply searched too often sees a different message: “That’s a lot of searches in a short time — give it a minute and try again.” See also: TroubleshootingWhat does “That’s a lot of searches in a short time — give it a minute and try again.” mean?
The same visitor searched the Experiences list more than 60 times in 10 minutes, so Riserva paused their searches for a moment. It protects your store from automated traffic; an ordinary guest rarely meets it. Waiting a minute and searching again is all it takes.Your online store › Experiences list
What is the bar with “Date”, “Time” and “Guests” at the top of the Experiences list?
It is the search bar. Guests pick a date, an optional time of day and a party size, then press Search (picking a date searches straight away). With a date chosen, the list shows only experiences with something open that day for that party size. See also: What guests see, end to endIn what order are the experiences in the list?
In the order you set with Reorder on the Experiences page in Riserva. Until you reorder, they are listed alphabetically, and a new experience lands after the last one you ordered. The POS Book tile uses the same order. See also: Experiences and one-off eventsCan one Experiences list show only one location, or only some experiences?
Yes. Under the block’s “Which experiences” header, “Only this location” takes a location’s name exactly as it reads in Riserva (capitals do not matter), and “Only experiences tagged” takes one tag from the experiences’ Organization card. Blank shows everything. A location name Riserva does not know lists nothing. See also: Add the booking widget to your themeWhat does “No experiences match this block’s location or tag settings yet.” mean?
The block’s “Only this location” or “Only experiences tagged” setting matches no bookable experience. Check that the location name is spelled as it reads in Riserva under Settings → Venues & floor maps, and that at least one active experience carries the tag. Clear both settings to show every experience. See also: Add the booking widget to your themeWhy does the Experiences list already show today’s date when it loads?
The block’s Preselected date setting defaults to Today, so guests land on live availability. Change it to Tomorrow, or to No date — start empty if you would rather the list open without a date.What does “Add a date” mean?
No date is chosen yet. Every bookable experience is listed, without times, and a hint reads “Pick a date to see each experience’s open times.” Once a date is chosen the list narrows to what is open that day.What do “Morning”, “Afternoon” and “Evening” cover?
Morning is before 12 PM, Afternoon is 12 PM up to 5 PM, and Evening is 5 PM and later. A guest can tick any mix; the button then reads “Any time”, the one choice, or “2 selected”. The filter only narrows the times already found, so an experience with no time in the chosen part of the day drops out.Why can a guest pick up to 50 guests in the list’s search, but fewer in the booking window?
The search bar’s guest count is a filter across all experiences, so it allows 1 to 50. Experiences whose party range does not include that number are left out of a dated search. Inside the booking window the count is limited to the experience’s own minimum and maximum party size. See also: Party size and visibilityWhat is the line under an experience’s name, like “Prepaid reservation for parties of 2 to 4 · 60 min”?
It is your experience’s settings written as one sentence for guests: the party range and the length of the visit. “Prepaid” appears only when the experience has a price and charges at booking; a free or charge-later experience reads plain “Reservation for…”. The same sentence appears in your admin’s Experiences list. See also: Payment policiesWhat does “1,500 for the venue” or “Free” on a card mean?
It is the price of the experience. “Per guest” multiplies by the party size; “for the venue” is one price for the whole group, used for whole-venue buyouts; “Free” means booking costs nothing online. See also: Payment policiesWhat does “3 times · 11:00 AM – 3:00 PM” on a card mean?
On the chosen date, the experience has three open start times, the first at 11:00 AM and the last at 3:00 PM, for the party size searched. With one time open it reads “1 time · 2:00 PM”. The guest picks the exact time after pressing Book.Why does a card show a big letter instead of a photo?
The experience has no photo, so the card shows the first letter of its name as a placeholder. Add a photo to the experience and the card uses it.What does the “Members only” label on a card mean?
The experience is set to Members only. A guest Riserva recognises as a member sees the card with its times and can book. Everyone else sees the same card and Book button with no times, and pressing Book opens a “Reserved for members” notice with a way to join — unless you set the experience not to show to non-members. See also: Party size and visibilityWhy does a members-only card show no times for a non-member?
Times for a members-only experience are never sent to a guest who is not a recognised member, so the card shows none. Otherwise it looks like every other card — full-colour photo, the “Members only” chip, name, description, price and Book. To hide it from non-members entirely, untick “Show it to non-members as locked, with a link to join” under Who can book on the experience. See also: Party size and visibilityWhat happens when a non-member presses “Book” on a members-only card?
The booking window opens on the members-only notice instead of a calendar: a lock, “Reserved for members”, your message, and your join button with Sign in. Nothing in it books the experience. Set the message, the join link, the button’s words and which button leads under Settings → Memberships → Members-only experiences. See also: Member benefitsWhy does a members-only card still show after a guest searches a date?
A members-only card stays in the results whatever the date and time of day, with no times, so non-members keep seeing what membership offers. Members see the real times.Why is one of my experiences missing from the Experiences list?
The list shows only Active experiences that guests can see. Draft and Archived experiences never appear, and Unlisted (private) ones never appear. Members only ones appear to recognised members as usual, and to everyone else with no times and a Book button that opens the members-only notice — unless “Show it to non-members as locked, with a link to join” is unticked on the experience, in which case non-members do not see it. The block’s “Only this location” and “Only experiences tagged” settings also leave out what they do not match. With a date chosen, an experience also drops out when it has nothing open that day for the party size searched.What happens when a guest presses “Book” on a card?
By default the booking window opens on that experience, on the searched date and party size. If the block’s Book button setting is Goes to the product page, the guest is taken to the experience’s product page instead.What does “Nothing open that day — try another date or party size.” mean?
No experience has an open time on the chosen date for that party size (after any time-of-day filter). “No experiences match your search — try another date or party size.” is the same message when no date is chosen.Your online store › Booking window, step 1 (date and time)
Why does the guest count start at 2, or at a different number?
The count starts at 2 and is then moved into the experience’s party range, so an experience for 6 to 12 starts at 6. The minus and plus buttons stop at the experience’s minimum and maximum party size. See also: Party size and visibilityWhy does the calendar shade some dates and not others?
A shaded date has at least one time a guest can book right now for the party size shown. A date is left unshaded when it is in the past, has no schedule, falls in a blackout period, is full, or has only times inside your online booking cutoff. Changing the guest count re-checks every date, so a date can shade or unshade when the party grows. See also: TroubleshootingWhat does “Shaded dates are open for booking.” mean?
It is the calendar’s legend: the filled-in day chips are the ones with an open time. Pale days with no fill cannot be picked.What is the thin ring around one day in the calendar?
It marks today. A day filled with your accent colour is the day the guest has selected.What does “Checking availability…” under the calendar mean?
The widget is fetching the month’s open times, for example after the guest changed month or party size. The previous month stays on screen, dimmed, until the new answer arrives.Why can’t the guest go back a month?
The previous-month arrow is switched off on the current month, because no earlier date can be booked.What does “Select a date to see available times.” mean?
No date is chosen yet. Once the guest taps a shaded day, that day’s open times appear in its place.How does the guest see the times for a day?
As full-width rows showing the whole visit, start to finish, such as “4:30 PM – 6:00 PM”, in your store’s 12-hour or 24-hour format. When two or more venues run the experience that day, the times are grouped under each venue’s name. Full times are not listed at all.What does “3 left” next to a time mean?
Only three places remain at that start time. The note appears only when four or fewer remain, and only for experiences that count places: Manual capacity, or Open with a cap. Floor-map and whole-venue experiences never show it. See also: Capacity strategies explainedDoes the widget ever show “High demand” or “Sold out”?
No. The widget’s only scarcity signal is “N left” when four or fewer places remain. A full time is simply not listed, and a full day is not shaded.Why are the times shown without a time zone?
Times are your venue’s local time and the widget does not print a time zone. The emails do add one (for example “2:30 PM PDT”). If you sell to guests in other time zones, say so in the experience description.What does “[experience] isn’t available that day — try another date.” mean?
The chosen day has no open time for this party size. This mostly appears on a sold-out today, which stays clickable when the storefront waitlist is on.What is the bar at the bottom saying “6:00 PM · party of 4” with “Continue”?
It keeps the guest’s choice in view. Before a time is picked it reads “Select a time to continue” and Continue is greyed out; after picking it shows the time and party size, and Continue moves on to the details step.What does the guest see on a members-only experience if they are not a member?
A lock and “Reserved for members” instead of a calendar, then your message from Settings → Memberships — or, when none is written, “This experience is reserved for members of our wine club. Join to book it, or sign in if you’re already a member.” Then the buttons: with a join link set, your join button (“Join to book” unless you changed the label) and Sign in — one big, the other a quiet link under it, in the order chosen under “Which button leads”. Without a join link, only Sign in. A signed-in guest who is not recognised also reads “This experience is available to members, and your account doesn’t currently have member access. Contact us if that doesn’t look right.” and gets no Sign in. It opens from the card’s Book and from the booking button on the experience’s product page. See also: Member benefitsA member says they get “your account doesn’t currently have member access”. Why?
Riserva recognises a member by the Shopify customer tags you list as member tags. Check that the guest’s customer record carries one of those tags, and that they are signed in with that same account. See also: Member benefitsYour online store › Today’s waitlist
Why does my guest see “Today is fully booked, but tables open up.”?
You have turned on Settings › Reservations › Let guests join today’s waitlist online, and the guest picked today, which has no open time. The offer appears only for today at the venue, never on a future date, never on a day closed by a blackout period, and never once today’s last booking time has passed — then the day is over, not full, and the window says only that the experience isn’t available that day. Turn the setting off to stop offering it. See also: What guests see, end to endWhy is today clickable on the calendar when it has no open times?
With the storefront waitlist on, a sold-out today stays clickable so the guest can reach “Join the waitlist” behind it. Other full days stay unclickable.What does the guest fill in to join the waitlist?
A Name and an Email, then Add me to the list. The party size is the one already chosen in the window. The party appears on the same waitlist your host stand and POS use. See also: Host viewWhat does “You’re on the list — we’ll email you if a spot opens up today.” mean?
The guest joined today’s waitlist. They hear from you only when a host presses Notify on their entry, which sends the “Your table is ready” email. Joining twice with the same email at the same property does not create a second entry.What does “Please enter your name and a valid email.” mean?
The name is blank or the email does not look like an email address. The guest fixes the field and presses Add me to the list again.What does “Sorry, we couldn’t add you to the waitlist. Please try again.” mean?
The join was refused. That happens when the day is no longer today at the venue, the day is closed by a blackout, the setting was just turned off, or the same visitor tried more than six times in 10 minutes. It can also be a passing connection error.Your online store › Booking window, step 2 (details)
What is “Change time” at the top of step 2?
It takes the guest back to the calendar and times to choose differently. Answers already typed in step 2 are kept. The chosen date and time are shown under it.What is “Add to your visit”?
It is the heading over your add-ons for this experience, such as a cheese board or a bottle to take home. It only appears when the experience has add-ons that are not hidden from guests. See also: What guests see, end to endWhat does the “Add” button on an add-on do, and what is “Added ✓”?
Add adds an add-on priced per party or per guest; the button fills in and reads “Added ✓”, and tapping again removes it. Tapping anywhere on the card does the same. The running total in the footer updates straight away.Why does one add-on have a minus/plus counter instead of “Add”?
Add-ons priced “each” let the guest choose how many, up to the maximum quantity you set on the add-on (one, if none is set). The plus button greys out at that maximum.What do “40 per party” and “$25 each” on an add-on mean?
“Per guest” adds one for every guest in the party automatically. “Per party” adds one for the whole group. “Each” is priced per item and the guest picks the quantity.What is the dropdown on an add-on card?
The add-on is linked to a product with several variants, and the dropdown lists only the variants you chose, each with its own price. The Add button or counter applies to the variant showing in the dropdown.What are the small labels with an ”×” under an add-on’s dropdown?
They are other variants of the same add-on the guest has already added, with the quantity when more than one. The ”×” removes that variant.What is the grey text under an add-on’s price, and what do “More” and “Less” do?
It is the add-on’s description, as you wrote it on the add-on in Riserva. The card shows the first two lines; when there is more, a More button opens the rest in place and Less folds it back. Tapping More never adds the add-on. An add-on with no description shows nothing here. The widget’s “Show descriptions” setting does not hide it. See also: Add-onsWhy does an add-on card show a small photo?
The add-on’s Shopify product has a photo, so the card shows a thumbnail of it. An add-on without a photo shows no image.Why is a question marked with a red asterisk?
You marked that guest question as Required. The guest cannot reserve until it is answered. See also: Intake questionsWhat does “Please fill in “[question]” to continue.” mean?
The guest pressed Reserve without answering a required question. Nothing is held until they answer it and press Reserve again. See also: Intake questionsWhat do “Choose…”, “Yes” and “No” in the questions mean?
“Choose…” is the empty starting value of a single-choice question’s dropdown. “Yes” and “No” are the two answers of a yes-or-no question. See also: Intake questionsWhat is the “Special requests” box and the “0/500” under it?
A free-text box for anything the guest wants you to know, with “Allergies, celebrations, accessibility needs…” as the example inside it. The counter shows how many of the 500 allowed characters are used. What they write appears on the reservation and in their emails.What is the small print about contact details and the “Privacy policy” link?
It reads “Contact details you share at checkout are used only to manage your reservation.” with a link to Riserva’s privacy policy. It is a required notice at the point a guest is about to hand over contact details.What does “Nothing is charged today. Your card is saved and charged $X about 48 hours before your visit.” mean?
The experience’s payment policy saves the guest’s card at checkout and charges it later, here 48 hours before the visit. The amount is everything that will be charged then, including add-ons that are charged with the reservation. For an “At check-in” policy it reads “…charged X at the end of your visit, unless you settle it at the counter.” See also: Payment policiesWhat does “Some add-ons are charged today.” mean?
On a charge-later experience, at least one chosen add-on is paid at checkout instead of with the reservation’s later charge. The amount in the sentence before it covers only what is charged later. It means the add-on could not join the later charge; retry the add-on’s setup from the experience editor to put it back. See also: Payment policiesWhat does “Your visit is less than 24 hours away, so your card is charged today at checkout.” mean?
The guest is booking inside the experience’s charge window, so there is nothing to wait for: they pay at checkout like an ordinary order and no card is saved. If you would rather every reservation went through the later charge, set Advanced › Bookings made inside the window to Charge on the usual schedule in the experience’s Pricing card.What does “Nothing is charged at checkout. Your visit is less than 48 hours away, so your saved card is charged $X within about an hour of booking.” mean?
The experience is set to Charge on the usual schedule for reservations made inside its charge window, and this reservation is inside it. The card is saved at checkout as always, and because the “N hours before” moment has already passed, the next hourly collection charges it — so the guest is told “within about an hour” rather than a date that is already behind them. See also: Payment policiesWhat is the amount next to “Reserve”?
It is the total for this reservation: the price times the party size (or the flat price for a whole-venue buyout), plus chosen add-ons. It reads “Free” when the total is zero. On a charge-later experience it is still the full total, even though nothing is charged today.What does “You have a reservation waiting in your cart that’s billed later (…). Finish that checkout first, or remove it, then book this one.” mean?
The guest pressed Reserve on a reservation that is billed later while their cart already holds another billed-later reservation (the brackets name its date and party). A saved card belongs to the whole order and is charged for the whole order at once, so the two would be charged together on the first one’s date — Riserva asks for one billed-later reservation per checkout instead. Nothing was added to the cart. Reservations paid at checkout and bottles never trigger this. See also: What guests see, end to endWhat do “Finish checkout” and “Remove it and continue” do?
Finish checkout takes the guest to checkout for the reservation already in the cart, and gives back the time they had just picked. Remove it and continue removes the reservation waiting in the cart — with its add-ons — frees its time on your calendar, and adds the new one. If the removal fails the window says “We couldn’t remove it from your cart. Please try again, or open your cart to remove it.” and nothing changes. While this notice shows, the window’s Reserve button is hidden — these two choices are the only ways forward — and it comes back once the guest has done one of them.What happens when the guest presses “Reserve”?
The button reads “Reserving…” while Riserva holds the time for them, then “Adding to your cart…”, and the guest lands on your cart page to check out. The time is held for 12 minutes so nobody else can take it while they pay. See also: What guests see, end to endYour online store › The hold and its 12 minutes
Does my guest see a countdown while their time is held?
No. The time is held for 12 minutes after Reserve, but no timer is shown anywhere, so nobody is rushed.What happens if a guest takes longer than 12 minutes to check out?
The hold lapses and the time goes back on sale, but the guest’s checkout keeps working. When they pay, the reservation is still created. If someone else took the last places in the meantime, the reservation is marked Overbooked in your admin for you to sort out, rather than being dropped.Why does the time my guest just put in their cart look unavailable when they come back to the widget?
Their cart now holds that time, so it counts as taken. To change it, the guest removes the reservation from the cart and books again. Booking a second time without removing the first puts two reservations in the cart.What does “Sorry, that time was just taken — here’s what’s still open.” mean?
Between seeing the time and pressing Reserve, someone else booked or is checking out for the last places (or the whole venue). The window goes back to the calendar with fresh times so the guest can pick again.What does “That time can no longer be booked online. Please pick a later time or contact us.” mean?
The time passed your Online booking cutoff while the guest was deciding (by default, online booking closes 60 minutes before the start). Staff can still book it by phone or at the register.What does “That party size can’t be booked online for this time. Try a different party size or contact us.” mean?
The party size is outside the experience’s minimum or maximum. The guest can change the guest count, or call you. See also: Party size and visibilityWhat does “Sorry, we couldn’t reserve that time. Please try again.” mean?
The hold could not be made for a reason other than the time being taken. The usual causes are a passing connection problem or a required question that did not save. A guest who reserved too many times in a row sees a different message: “That’s a lot of reservations in a short time — give it a few minutes and try again.”What does “That’s a lot of reservations in a short time — give it a few minutes and try again.” mean?
The same visitor pressed Reserve more than 20 times in 10 minutes, so Riserva stopped holding new times for them for a few minutes. It keeps one visitor from tying up your calendar with holds; a guest booking normally never meets it. Nothing was held or added to the cart, and the guest can try again after a few minutes.What does “We reserved your time but couldn’t add it to the cart. Please try again.” mean?
Your store’s cart refused the reservation or an add-on, and Riserva gave the held time back straight away. A common cause is an add-on product that is a draft or not on the Online Store sales channel; the add-on’s card in the experience editor shows a warning when that is the case.Cart and checkout
What does my guest see on the reservation line in the cart?
The experience’s product with these details under it: Experience, Location (property — venue), Date, Time, Party size, and Special requests when they wrote some. Riserva also attaches hidden details guests never see, which is how the order becomes a reservation. See also: What guests see, end to endWhy is the reservation line’s quantity 4 for a party of 4?
A priced, per-person experience is one item per guest, so Shopify prices it as price times party size. A whole-venue buyout and a free experience are always quantity 1.What are the extra lines with “Add-on:” under them?
Each chosen add-on is its own cart line, labelled “Add-on” with its name. A per-person add-on has the party size as its quantity.What is “Billed 48 hours before your visit” next to a cart line?
It is the name of the charge-later option Riserva put on the line. It says when the saved card will be charged: “Billed N hours before your visit”, “Billed when you check in”, “Billed at the end of your visit”, or “Billed before your visit” if no lead time is set. It never says “deposit”, because nothing is taken at checkout. See also: Payment policiesWhy doesn’t checkout ask my guest for a shipping address?
Riserva marks reservation products as services that do not ship, so Shopify skips shipping for them. An add-on that is one of your shippable products still asks for shipping as usual.Why does checkout offer fewer payment methods for some experiences?
When a reservation saves the card to charge later, checkout does not offer Shop Pay, Apple Pay or local payment methods, because those cannot be saved for a later charge. Experiences charged at booking, and charge-later reservations made inside the charge window, pay normally with every method. See also: Payment policiesWhat does “Your reservation for [date] had already passed, so we removed it from your cart.” mean?
Shopify keeps cart lines for days, so a guest can come back to a reservation whose visit has already started. When a page with a Riserva block loads, the booking window checks the cart once and removes any such reservation, with its add-ons, then shows this note at the bottom of the screen for about ten seconds (the guest can close it with ”×”). Nothing was charged for the removed reservation; the guest books a new date if they still want to come. It never happens inside the theme editor.What does “Your reservation for [date] has passed — remove it from your cart to continue.” at checkout mean?
The guest’s cart still holds a reservation for a day that is already over, and your store’s checkout rule “Check reservations at checkout” stops the checkout until it is removed. The guest removes that line from the cart and checks out the rest. The rule looks at the visit’s date in your store’s time zone, so a visit later today still checks out, and payment links you send for money owed after a visit are never blocked. Riserva turns the rule on by itself; you find it, and can switch it off, at the bottom of Shopify’s Settings › Checkout under Checkout rules.The manage-reservation page
What does “Quantity is set by the reservation (4 guests). Change the party size by booking again.” mean?
The guest changed the quantity of a reservation in their cart. A reservation’s quantity always matches its party (1 for a whole-venue price or free entry), so the booking window sets it back, on page load or right after a cart-drawer change, and shows this note for about ten seconds. To change the party size, the guest books again. It never happens inside the theme editor, and bottles and add-ons are never touched. On a page without a Riserva block, the checkout rule catches it instead.What does “This reservation is for 4 guests — set its quantity back to 4, or book again for a different party.” at checkout mean?
The guest’s cart holds a reservation whose quantity was changed. Your checkout rule “Check reservations at checkout” stops the checkout until the quantity matches the party again. Payment links are never stopped.Where is the page my guests use to manage a reservation?
It is built into your store at/apps/bookings/manage, shown inside your
theme, from the day you install. Every guest email’s Manage your
reservation link opens it on that guest’s own reservation, with nothing to
type.
See also: Guests managing their own reservations
What does “Manage your reservation” with code and email fields mean?
The guest arrived without their personal link, so the page asks for the Reservation code and the Email address the reservation was booked with, both from their confirmation email. Both must match. See also: Guests managing their own reservationsWhat does “That link has expired. Enter your reservation code and email instead.” mean?
The personal link in the email stops working 14 days after the visit (or was damaged in copying). The guest can still get in with their code and email.What does “We couldn’t find a reservation with that code and email.” mean?
The code and email do not match one reservation together. The page gives the same answer for a wrong code and a wrong email, on purpose, so nobody can probe for other guests’ reservations. A reservation with no email on file cannot be found this way at all.What does “Too many attempts — please wait a minute and try again.” mean?
The same visitor tried more than 15 times in 10 minutes. It protects your guests’ codes from being guessed; the guest waits and tries again.What is on the “Your reservation” page?
The experience photo, the reservation code, the experience name, the date and time, Where (venue — property), Party, and Paid when money was paid. Under that is the refund policy in one sentence (left out on a free reservation, where nothing was paid), then whichever of Change date or time and Cancel this reservation your policy allows. See also: Guests managing their own reservationsWhat is the sentence like “Full refund until 2 days before your visit; no refund after that.”?
It is your cancellation policy’s refund schedule, written for guests. Other forms are “All sales final — no refunds.” and “No refunds when cancelling.” It is the same sentence shown in Settings › Policies and in the confirmation email. See also: Set your cancellation policyWhat does “Cancel this reservation — refund 50% ($42.50)” mean?
It is the cancel link, with the refund the guest would get if they cancelled right now under your policy: the percentage, and that share of what they paid (add-ons included). It only appears when your policy lets guests cancel online and any online cancel cutoff has not passed. When the guest paid but the policy refunds nothing today, the link reads just “Cancel this reservation” with “No refund applies under the cancellation policy.” under it; on a free reservation it is the plain link with nothing about refunds. It never reads “refund 0% ($0.00)”. See also: Cancellations and refundsWhat does “No refund applies under the cancellation policy.” under the cancel link mean?
The guest paid for this reservation, but your refund schedule gives nothing back if they cancel today, so the cancel link shows no amount and this line explains why. A free reservation never shows it, because nothing was paid. To refund anyway, cancel from the reservation page in Riserva, where staff can override the policy. See also: Cancellations and refundsWhy do my guests not see a cancel or change option?
Your policy does not allow it right now, and the page says so instead: “Online changes are closed for this reservation. Please contact the winery.”, “The time can no longer be changed online. Please contact the winery to move it.”, or “Cancellation is handled by the winery — please get in touch.” The causes are self-service being off in the policy, an online cutoff having passed, or, for a change of time, the refund window having closed. See also: Set your cancellation policyWhy can’t a guest change the time once their refund window has closed?
Otherwise a guest past the refund deadline could move the visit far out and cancel from there for a refund. On refundable policies, changing the time online is allowed only while a refund is still available. A policy that never refunds lets guests move until your reschedule cutoff, or right up to the visit. See also: Guests managing their own reservationsWhat does the guest see when they press “Change date or time”?
A page headed “Change date or time” showing “Currently [date and time] · party of N”, a month calendar, and “Pick a day with open times, then a time. Your party size stays the same.” Days with an outlined border have open times, the current reservation’s day is bold and underlined, and the picked day is filled. After choosing a time, Move my reservation applies it.What does “No times are open that day for a party of 4.” mean?
The day the guest picked has no time open for their party size. They cannot change the party size online, so they pick another day or contact you. The guest’s own reservation is not counted against the times, and a guest who booked as a member is treated as one, so this is not caused by their own booking or a members-only setting.Can a guest change their party size or experience online?
No. Online, a guest can move only the date and time of the same experience, for the same party size. Staff can change all three from the reservation’s Edit page. See also: Edit a reservationWhat does “Your reservation has been moved. A confirmation is on its way.” mean?
The move worked. The reservation keeps its code, details and order, and the guest is sent the “Reservation rescheduled” email with an updated calendar file.What do “That time just sold out.” and “Pick a time first.” mean on the change page?
“That time just sold out.” means the time filled up while the guest was choosing; they pick another. When the time is refused for another reason the message names it, for example “Online reservations have closed for that time.” (the online cutoff passed) or “That experience is for members only.”, and “That time is not available.” covers anything else. “Pick a time first.” means they pressed Move my reservation without choosing a time.What does “This reservation can no longer be changed online.” mean?
By the time the guest pressed move, your policy no longer allowed an online change, for example because a cutoff or the refund window had just passed. They need to contact you; staff can still move it.What does “The reservation changed while moving it — refresh and retry.” mean?
Someone, often staff, changed the same reservation at the same moment. The guest reloads the page and tries again.What does the guest see when they cancel?
A confirmation page that states the refund first (“Under the cancellation policy you’ll be refunded 100% ($150.00).”, or “No refund applies under the cancellation policy.” when the guest paid and nothing is refundable; a free reservation gets no refund line at all), then “Why are you cancelling?” with your reasons, an optional note, and two buttons: Cancel reservation and Keep reservation.Where do the cancellation reasons my guests pick from come from?
From Settings › Policies › Cancellation reasons. Out of the box they are “Change of plans”, “Travel or weather”, “Found another option”, “Booked by mistake” and “Other”. Guests must pick one; empty the list and the question is not asked.What does “Please pick a reason.” mean?
The guest pressed Cancel reservation without choosing a reason. Nothing was cancelled; they choose one and press it again.What does the guest see after cancelling?
“Your reservation has been cancelled.” with one money line: “Your refund of X will be processed by the winery.” when it could not be made automatically, or “Under the cancellation policy, no refund is due for this reservation.” when they paid and the policy refunds nothing. A free reservation shows no money line. They are also sent the “Reservation cancelled” email.My guest’s page says “Your refund … will be processed by the winery.” What do I do?
The refund could not be sent automatically, for example because there is no order to refund or Shopify refused it. Open the reservation in Riserva: the Payment card shows the refund still owed, with Retry and Mark handled. See also: Cancellations and refundsWhat do the messages like “This reservation has been cancelled.” on the manage page mean?
Only a Pending payment or Confirmed reservation can be changed online, so any other reservation shows one line instead: “This reservation has been cancelled.”, “This visit has already happened — thank you for coming.” (checked in, seated or completed), or “This reservation was marked as a no-show.”Can I send guests to my own page instead of the built-in one?
Not from Riserva’s settings: every guest email’s Manage your reservation button opens the built-in page at/apps/bookings/manage, with the guest’s
personal link. There is no setting in Settings › Emails that points it
somewhere else. To add your own contact details, write them in the email’s
wording under Settings › Emails or in the experience’s “Good to know” note.
See also: Email settings