What things mean: A reservation's page and Edit reservation

This page explains every badge, label, figure, button, message and timeline line you can see when you open a single reservation (Reservations › any reservation), and on its Edit reservation screen.

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Reservation page › Header

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What is the code in the page title, like “RES-7K4M”?

It is the reservation’s confirmation code, the same code the guest sees in their emails and the one that is added as a tag on the Shopify order. Search for it in the Reservations list or in Shopify Orders to find this reservation again. Your shop can change the first letters for new reservations in Settings; codes that already exist never change. See also: A reservation’s page

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What does the “Pending payment” badge mean?

The guest placed an online order, but Shopify has not marked it paid yet (for example, a manual payment method). The reservation is real and holds its place. It becomes Confirmed on its own when Shopify marks the order paid, or you can press Confirm yourself. See also: Payment policies and money states

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What does the grey “Confirmed” badge mean?

The reservation is booked and the party has not arrived yet. It is the plain, expected state, so it wears no colour — green is kept for Seated, blue for Checked in. This is the normal state of every upcoming reservation, including charge-later reservations whose card will be charged later.

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What does the blue “Checked in” badge mean?

The party has arrived and a host checked them in. From here the next steps are Seat or Complete.

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What does the yellow “Partial check-in” badge mean?

The party is checked in, but a host recorded that only some of the guests are here (for example 2 of 4). It is the Checked in state with a half-filled circle on the badge. A strip at the bottom of the reservation card says how many came; press Edit there, or Edit guests here under More actions, when the rest arrive. A seated party where only some came keeps the green Seated badge with the same half-filled circle. See also: Host view

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What does the green “Seated” badge mean?

The party has sat down. The only step left is Complete. If nobody presses it, Riserva ends the visit by itself shortly after its expected end. See also: Host view

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What does the “Completed” badge mean?

The visit is over. Either someone pressed Complete, or Riserva ended it automatically after its expected end time (the timeline says which). A completed reservation can still collect money that is owed.

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What does the orange “No-show” badge mean?

The party never came: either someone pressed Mark no-show (or No-show on the Host page or in Shopify POS), or your store marks no-shows by itself and the party never checked in (the timeline says which). No fee is charged and the guest is not emailed; a balance that is owed can still be collected with a payment link. If the guest turns up after all, Undo no-show puts the reservation back so you can check them in. See also: Cancellations and refunds

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What does the red “Cancelled” badge mean?

The reservation was cancelled, by staff, by the guest online, or because its Shopify order was cancelled. Its seats are back on sale. Cancelled reservations are never deleted; they stay in the Cancelled view and in reports. See also: Cancellations and refunds

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What does the “Overbooked” badge mean?

An online guest finished checkout for a time that filled up while they were paying, so the reservation was kept but sits over capacity. Nothing was refused or refunded automatically. Decide how to make the room work, or move the reservation with Edit reservation. A time that staff overbooked on purpose does not get this badge; that shows on the timeline as “capacity overridden” instead.

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What does the “Booked after its time” badge mean?

The guest paid for this reservation after its visit had already ended — most often a reservation left sitting in their cart for days and checked out later. The money is real, so Riserva kept the reservation (red badge), but it did not send the guest a confirmation for a date that has passed, and it will never mark it a no-show automatically. A yellow box at the top of the page says “Paid after the visit had ended” with two choices:

• Move to a new date opens Edit reservation; once it is moved, the badge goes away and the guest gets the usual rescheduled email (when that email is switched on in Settings › Emails).
• Cancel and refund opens the cancel window, which refunds under your policy; tick Override the refund amount there to refund in full.

Until you choose, it is listed under Reservations › Needs attention. A reservation that is cancelled, completed or marked a no-show stops showing the badge.

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What does “Checked out with a quantity of 1 for a party of 4” mean?

The guest’s order paid for a different number of guests than the party — the quantity on the reservation’s line was changed in the cart. The money is real, so Riserva kept the reservation and recorded what was paid, and a yellow box at the top of the page says so: “The order paid for 1 guest. Collect the difference with a payment link, refund it, or change the party size — then mark it handled.” (For a free or whole-venue experience, whose line is always a quantity of 1 for the whole party, it says the order’s total is off instead.) Settle the difference first — a payment link from the Payment card, a refund, or Edit reservation to change the party size — then press Mark handled. The box goes away, the reservation leaves Reservations › Needs attention, and the timeline reads “Quantity mismatch marked handled” with your name. Only Mark handled clears it: changing the party size alone does not. Pressing it twice does nothing the second time. A cancelled reservation stops showing the box.

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What are the up and down arrows next to the title?

They step to the previous and next reservation in the list you opened this one from, keeping the same tab, filters, search and sort. The back arrow, Reservations, returns you to that same filtered list. The arrows do not appear when you opened the reservation directly, outside a list. See also: Reservations list

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Why is the main button different on different reservations?

The main button is always the next natural step for the current status: Confirm for Pending payment, Check in for Confirmed, Seat for Checked in, Complete for Seated. Beside it sits only Edit reservation; every other allowed step is under More actions — the second lifecycle step, then Undo check-in or Unseat (never the main button), then Edit guests here (once the party is checked in), then Send reminder email, then the red Mark no-show and Cancel reservation. Completed and Cancelled reservations have no main button because nothing comes next. A No-show reservation’s main button is Undo no-show: it is the only thing left to do, so it is not hidden in the menu.

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What does “Confirm” do?

It moves a Pending payment reservation to Confirmed by hand. Use it when you know the guest has paid or you are happy to hold the reservation anyway. It does not collect money.

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What does “Check in” do?

It records that the party has arrived. If the guest’s card is saved for a later charge, checking in also charges it on the spot, because check-in is the latest a saved card is ever charged — except under “At the visit”, where the fee waits for the register or for close-out. If the party is well ahead of their booked time, Riserva first asks whether to move the reservation to now. See also: Host view

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What do “Seat” and “Complete” do?

Seat records that the party has sat down; Complete records that the visit is over. A Confirmed party can be seated straight away, and a Checked-in party can be completed without being seated (handy at a tasting bar). Neither moves any money.

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What does “Undo check-in” do?

It takes back a check-in pressed by mistake. The reservation goes back to Confirmed (or Pending payment, if that is what it was checked in from), and its check-in time, any Still here time and any Guests here count are cleared. The timeline reads “Check-in undone — the party is back among those arriving”, with your name. It is offered only while the party is Checked in. See also: Host view

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What does “Unseat” do?

It takes back a Seat pressed by mistake: the reservation goes from Seated back to Checked in, and its seat time is cleared. The timeline reads “Party unseated — checked in, not yet at a table”, with your name. To undo the check-in as well, press Undo check-in afterwards.

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What does “Undo no-show” do?

It takes back a no-show called too soon — by a host or by your automatic no-show setting — when the guest walks in after all. The reservation goes back to Confirmed (or Pending payment, if that is what it was marked from), its no-show time is cleared, and Check in works again. The timeline reads “No-show undone — the party is back among those arriving”, with your name. It is the page’s main button while the reservation is a No-show — the only thing left to do there — and is offered nowhere else; nothing refuses it, because no money moves on a no-show. See also: Set up the waitlist, early arrivals and ending visits

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Why is there no “Edit reservation” button?

Editing is only offered while a reservation is Pending payment, Confirmed or Checked in. Once a party is seated, completed, a no-show or cancelled, the reservation can no longer be edited. See also: Edit a reservation

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Why is there no “Send reminder email” button?

It only appears for a Confirmed or Pending payment reservation that has a guest email and whose visit has not started yet. Sending one by hand counts as the reminder, so the automatic reminder will not send a second. See also: Customer emails

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Where are “Cancel reservation” and “Mark no-show”?

At the bottom of More actions, in red, kept away from the everyday buttons on purpose. Both ask you to confirm first. Mark no-show is offered only before the party has checked in; Cancel reservation is offered until they are seated. A no-show marked by mistake can be taken back with Undo no-show.

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Why can’t I cancel a seated party?

A party that is seated is being served, so cancelling is no longer offered. Complete the visit instead, or, if the party was seated by mistake, press Unseat and then cancel. Cancelling is available while the reservation is Pending payment, Confirmed or Checked in.

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What does “This check-in already charged the guest’s saved card, so it can’t be undone. The payment stays on the reservation — edit or cancel it instead.” mean?

Checking this party in charged the card the guest saved at checkout, so Undo check-in is refused and the party stays checked in. If the reservation is wrong, edit it or cancel it; a cancellation’s refund follows your policy. A charge only waiting for the hourly collection does not block an undo.

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What does “The reservation’s order was marked fulfilled when the party was checked in, so the check-in can’t be undone.” mean?

When the guest saved a card at checkout to pay later, checking in marks the reservation’s Shopify order fulfilled, and that cannot be taken back here. Undo check-in is refused and the party stays checked in. Edit or cancel the reservation if it is wrong.

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What does “Refund per policy: 100% ($300.00)” mean in the cancel dialog?

It is the refund Riserva will send if you confirm now: the percentage your cancellation policy allows for this much notice, and the dollar amount that comes to. The figure counts everything the guest paid, add-ons included. It is worked out at this moment, so the same reservation may show less tomorrow. See also: Cancellations and refunds

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What does “Override the refund amount” do?

It lets you refund a different amount from the policy’s answer, anywhere from $0 up to what the guest paid. A Reason is required. The amount, the policy’s original answer, your name and your reason are all written to the timeline. The checkbox appears whenever the guest has paid anything for this reservation, add-ons included, so a free tasting with paid add-ons can be overridden too.

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What does “Up to $X (what the guest has paid, add-ons included)” mean?

It is the most you can refund with an override: everything the guest paid for this reservation, including add-ons. If you type more, the field shows “Must be between $0 and$X” and the cancel button stays greyed out.

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What does “Keep reservation” do in the cancel or no-show dialog?

It closes the dialog without changing anything.

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What does “This releases its capacity” mean?

Cancelling puts the reservation’s seats, table or venue back on sale straight away, so another guest can book that time.

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Reservation page › Early arrival prompt

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Why did “Early arrival” pop up when I pressed Check in?

The party is further ahead of their booked time than your early-arrival window allows (Settings › Reservations › Early arrivals; one hour by default). Riserva asks whether to move the reservation to now before checking them in, so the calendar matches who is actually here. A party that is only a little early, or late, never sees this — and neither does a party early for the day’s first time, because the only slot a move could land on is the one they already hold; they are checked in where they are. See also: Host view

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What does “Booked for … — 5 days from now” mean?

It states the time the party actually booked and how far away that is from right now. It is there so you can see at a glance that they came on the wrong day or hours early.

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What does “Move to 2:00 PM and check in” do?

It moves the reservation onto today’s time that is running now (or the next one today) at the same venue, releases their later seat, and then checks them in. The guest is not emailed about this move because they are standing in front of you. The timeline records “Arrived early — moved from … to … at check-in”.

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What does “Check in without moving” do?

It checks the party in and leaves their reservation on the date and time they booked. Their later seat stays held, so that time will still look booked.

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What does “There are no times for this experience at this venue today” mean?

The experience does not run today at this venue, so there is no time to move the reservation to. Check the party in without moving, or move it to another time from Edit reservation.

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What does “Seat them anyway” mean?

Today’s time is full for this party size. Pressing it moves the reservation onto that full time over capacity and checks them in; it is your call as host, and the timeline marks it “(seated over capacity)”.

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Reservation page › Reservation card

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What is the grey picture icon where the photo should be?

The experience has no photo yet. Add one in the experience editor and it appears here and on your storefront.

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What is the line under the experience name, like “Barrel Room — Estate”?

It is the venue the party is booked into, then the location (property) that venue belongs to. See also: Locations and venues

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What is the price at the right of the experience name?

It is what the experience itself cost for this party (add-ons are listed separately below it). For a charge-later reservation whose card has not been charged yet, it is what will be charged. A free reservation shows no prices at all.

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What does “When” show, and what is “PDT” or “EST” after the time?

It is the date and start time of the visit, in the property’s own time zone, with that zone’s short name after it. If your property is in a different time zone from you, the time here is the property’s local time.

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What is “Party size”?

The number of guests on this reservation. Change it with Edit reservation.

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What is the “2 of 4 guests here” strip at the bottom of the reservation card?

It appears only while part of a checked-in party is missing: two of the four came, as a host recorded with Partial check-in… or Edit guests here. When the whole party is here, or nobody recorded a number (Riserva then counts the whole party), there is no strip. Once the visit is completed the strip reads in the past tense — “3 of 4 arrived” — the word the Reports Attendance card uses. Press Edit on the strip to change the count. The party size and the money do not change; Reports count the guests who came. See also: Host view

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What does “Edit guests here” do?

It opens the “Guests here — …” window: slide to how many of the party came, from 1 to the party size, and press Save. The same action is on Host’s party panel under ⋯. It is offered once the party is checked in, seated or completed. It never changes the party size, the price or a refund — to change the reservation itself, use Edit reservation.

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What does an add-on line like “Cheese plate × 2” mean?

It is an add-on the guest bought with the reservation and how many, with its price on the right. A small photo shows when the add-on’s product has one.

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Why is an add-on crossed out with a “Refunded” badge?

That add-on line itself was refunded in Shopify. Only an add-on refunded by name is crossed out; a refund of the whole reservation (for example on a cancellation) shows as its own Refunded row instead.

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What is the “Refunded” row with a minus amount?

It is money that went back to the guest from a cancellation refund or a refunded add-on line. The lines above keep their original prices, and the Subtotal beneath shows what still stands after the refund.

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What does “Subtotal” mean?

It is what this reservation comes to today: the experience plus add-ons, less any refund shown in the row above it. It appears once there is more than one line to add up.

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What do “Due later” and “Due now” mean instead of Subtotal?

This is a charge-later reservation and the guest’s saved card has not been charged yet, so the figures show what will be charged rather than what was paid. Due later means the charge moment is still ahead. Due now means that moment has passed and the charge is waiting for the next hourly collection. See also: Payment policies and money states

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What are the questions and answers on the reservation card?

They are your guest questions and what this guest answered. Each answer is stored with the question exactly as the guest saw it, so editing a question later does not change what this guest was asked. See also: Intake questions

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What is “Special requests”?

Whatever the guest or your staff typed as a special request when the reservation was made.

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What is “Staff notes”, and why does it say “Cancelled by staff — policy refund 100% ($300.00)”?

Staff notes are short notes Riserva records on the reservation itself. On a cancellation it notes who cancelled (staff or guest), the policy percentage and the refund, or the override amount when staff changed the refund.

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What does “Add add-on” do?

It adds one of the experience’s add-ons to this reservation and its Shopify order, and the guest’s saved card is charged for it with the rest of the balance. The button shows only while the balance is still on the saved card. The guest is not emailed.

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What does “Joins the saved-card charge” mean in the Add add-on window?

It is the card charge with this add-on included: the new total, when collection starts, and which card. It matches the Payment card’s line once you add it.

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Why is there no “Add add-on” button?

It shows only while the reservation’s balance is still on the guest’s saved card. A paid reservation, a failed charge, a charge in progress, or a card shared by several reservations means the add-on is sold at the register instead.

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What does ”… was added on the Shopify order, not recorded here” mean?

Shopify added the add-on, but the reservation changed while Shopify answered, so this page doesn’t count it yet. Press Retry record to add it here; if the reservation was already charged and the order is fully paid, Retry record adds it as paid. Otherwise check the Shopify order and press Mark handled.

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What does “Adding … may not have finished” mean?

Shopify didn’t confirm the change, so the saved card isn’t charged until it’s checked. Press Check the Shopify order: Riserva records the add-on if it’s on the order, or notes that nothing was added. Riserva also checks by itself before the card is charged. Use Mark handled if you sorted it out on the Shopify order yourself.

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Reservation page › Payment card

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What does the badge at the top of the Payment card mean?

It is where this reservation’s money stands right now: Paid, Payment due, Partially paid, Not required, Awaiting payment, Card on file, Charge scheduled, Charging, Charge failed, Refunded or Partially refunded. The Policy: line beneath it says when money is meant to be collected; the badge says what has actually happened. See also: Payment policies and money states

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What does the green “Paid” badge mean?

The money for this reservation has been collected: at checkout, by a payment link, at the register, by a saved card, or marked paid on-site by staff.

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What does the yellow “Payment due” badge mean?

Money is owed and has not been collected. This is normal for a priced reservation your team took by phone, in the admin or for a walk-in. Collect it with Create payment link, at the register, with Mark paid on-site, or forgive it with Waive payment. See also: Payment policies and money states

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What does “Partially paid” mean?

Some money was collected and some is still owed, usually because guests were added after the party had paid. The amount still owed is stated under the money rows, for example “$75 due for guests added after payment”.

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What does “Not required” mean?

There is nothing to collect: the reservation is free, or it was cancelled before any money was taken (cancelling clears a scheduled charge and any unpaid balance).

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What does “Awaiting payment” mean on the Payment card badge?

A Shopify order or payment link exists for this reservation, but the money has not arrived yet: a payment link (a Shopify invoice) not yet paid in full, or an online order paid by a manual method such as bank transfer. When Shopify marks it paid, the badge turns to Paid on its own.

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What does the blue “Card on file” badge mean?

The guest’s card was saved at checkout and will be charged when you check the party in — or, when the Policy line reads “At the visit — charged when closing out, or settled at the register”, when you close the visit out, unless the fee was added to the party’s register sale or waived first. Nothing has been charged yet, and there is nothing for you or the guest to do before the visit.

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What does the “Waive fee” button in the blue box do?

It appears only on an “At the visit” reservation while the fee is still on the saved card: Card on file before the visit is closed out, or Charge scheduled in the minutes after close-out before the hourly collection takes it. Pressing it forgives the entry fee and the timeline records “Payment waived” with your name. With no add-ons on the card, the badge turns to Not required, the card is never charged, and the $0 Shopify order behind the card is closed within the hour. With add-ons on the card, only the fee line comes off that order and the card is charged for the add-ons alone at close-out. It cannot be undone — collect at the register or with a payment link if the guest should pay after all.

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What does the yellow “Charge scheduled” badge mean?

The guest’s card was saved at checkout and Riserva will charge it automatically before the visit (or, for an “At the visit” reservation, shortly after the visit is closed out), from the time shown in the blue box beneath. The reservation is confirmed; nothing needs doing. Press Charge now if you want the money sooner.

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What does “Charging” mean?

Shopify has accepted a charge on the saved card but has not confirmed it yet, so the money has not landed. The page checks again by itself every few seconds and turns into Paid or Charge failed without a refresh. Do not collect the money another way while it says Charging.

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What does the red “Charge failed” badge mean?

Riserva tried to charge the guest’s saved card and it did not work. The reservation now owes the balance like any Payment due reservation. The reason is shown in the “Payment due” box, with Retry charge, and you can also collect with a payment link, at the register, mark it paid on-site or waive it.

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What does the “Refunded” or “Partially refunded” badge mean?

Money went back to the guest. Refunded means everything the guest paid came back; Partially refunded means some of it did. These badges come from a cancellation refund or a refunded add-on line. A party that simply shrank keeps its Paid badge, because the seats that remain are paid for. See also: Cancellations and refunds

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What does “Policy: At booking — paid at checkout” mean?

It is the experience’s payment policy: the guest pays in full when they reserve, at checkout. It describes when money is meant to be collected, not whether it has been; the badge above says that. See also: Payment policies and money states

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What does “Policy: Before the visit — charged automatically” mean?

The guest’s card is saved securely with Shopify at checkout and charged automatically a set number of hours before the visit. It is the same wording as the experience editor’s “When is it charged?” choice.

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What does “Policy: At check-in — charged automatically” mean?

The guest’s card is saved at checkout and charged when you check the party in. It is the same wording as the experience editor’s “When is it charged?” choice.

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What does “Policy: At the visit — charged when closing out, or settled at the register” mean?

The guest’s card is saved at checkout and the entry fee waits on it until the visit is closed out, so the fee can be paid at the register together with anything else the party buys. Whichever happens first wins: a register sale that includes the fee, Waive fee, or closing out the visit (which schedules the card charge). Add-ons ride the saved card with the fee; if the register settles the fee or it is waived, only the fee line comes off the guest’s checkout order and the card is charged for the add-ons alone. It is the same wording as the experience editor’s “When is it charged?” choice. See also: Payment policies and money states

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What does “Policy: No charge (free reservation)” mean?

The experience collects nothing when the guest reserves. Guests pay for whatever they buy during the visit.

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What does “Charges $120.00 from Sun, Sep 20, 2026, 2:00 PM · collected within the hour · Visa •••• 4242 (exp 04/28)” mean?

It tells you exactly how this unpaid reservation will be paid: the amount, the moment collection starts, and which saved card will be charged. Riserva collects once an hour, so the charge lands within the hour after that time, not on the minute. The amount includes add-ons, which are charged on the same date.

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What does “Charges $120.00 when you check the party in” mean?

The guest’s saved card will be charged the amount shown when you press Check in, from this page, the Host view or the register.

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What does “Charges $40.00 when the visit is closed out, unless it is settled at the register” mean?

This is an “At the visit” reservation: the entry fee is waiting on the guest’s saved card. Nothing is charged at check-in. If the fee is added to the party’s register sale, or you press Waive fee, the card is never charged; otherwise completing the visit schedules the charge, and the hourly collection takes it about 15 minutes later at the earliest.

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What does “Charges $30.00 for the add-ons when the visit is closed out” mean?

The entry fee was settled at the register or waived, and Riserva took it off the guest’s checkout order. The saved card now holds only the add-ons, which it is charged for when the visit is closed out (or now, with Charge now).

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What does “Charges $120.00 at the next collection run — queued” mean?

The moment to charge has already passed and the charge is waiting for Riserva’s next hourly collection. This is normal for a reservation made shortly before the visit or moved to an earlier time. It is not a failed charge.

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What does “Shares its saved card with RES-… — the two are charged together” mean?

The guest checked out two or more reservations that are billed later in one order. Shopify saves the card against the whole order and charges the order’s whole balance at once, so Riserva charges the card one time, when the first of them is due, for all of them. Each reservation then shows its own share as paid. The booking window normally stops a guest from putting two billed-later reservations in one cart; this line appears when one got through anyway.

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What does “The shared card charge included $X for this reservation” mean?

This reservation shares a saved card with another, and the one charge took this reservation’s share even though it had already been settled another way (at the register, waived, or by a payment link), was cancelled, or was a no-show. The guest has paid that amount twice. Refund it from the Shopify order the warning names; Riserva cannot split the shared charge from here. The warning goes away once a refund is recorded on the reservation.

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Why does the charge line say “saved card” instead of the card’s brand and last four digits?

Riserva has not received the card’s details from Shopify yet. Opening the reservation usually fetches them, so reload the page in a moment. The charge itself does not depend on this.

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What does “(expired)” after the card mean?

The saved card has passed its expiry date, so a charge on it will be refused. Ask the guest for a new card, or collect with a payment link or at the register.

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Why does the charge line say “Charges the balance” instead of an amount?

Riserva could not work out a figure from the current price and what is already paid, so it promises the outstanding balance on the order rather than a number. The card will still be charged whatever the order owes.

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What does “Charging… confirming with Shopify” mean?

A charge on the saved card is in progress and Shopify has not answered yet. Wait a few seconds; the page updates itself.

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What does the “Charge now” button do?

It charges the guest’s saved card for the balance right away instead of waiting for the scheduled moment or check-in. Riserva checks the Shopify order first: if it is already paid, it marks the reservation paid and charges nothing. The timeline records who pressed it.

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Why is there no “Charge now” button?

It only appears while the reservation reads Charge scheduled or Card on file, has its saved-card order, and is not cancelled. While a charge is already in progress (Charging) the button is hidden so the card can never be charged twice.

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What are the “Experience” and “Add-ons” rows?

They split the reservation’s money into the experience itself and everything bought as add-ons. They appear only when the reservation has add-ons.

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What do “Experience (due)” and “Add-ons (due)” mean?

The saved card has not been charged yet, so these rows show what will be charged, not what was paid. They switch to the collected amounts as soon as the charge lands. When part of the order was paid at checkout (for example an “At the visit” reservation booked before add-ons joined the saved card), the add-on row reads Add-ons (paid at checkout) and only the experience is “(due)”. The reservation card above shows the same split: a subdued Paid at checkout line, then Due later for what the card will take. Under “At the visit”, once the entry fee is paid at the register, the Experience row shows what the register took (no longer “(due)”), the add-ons stay Add-ons (due), and the reservation card shows a subdued Paid at the register line above Due later — the add-ons the card will still take. The blue notice and the iPad say the same figure.

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What does “Order total” mean?

It is the total of the Shopify order (or orders) for this reservation, before any refunds, so it matches what you see on the order in Shopify. Refunds, waived amounts and money paid on-site are shown in their own rows beneath it.

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What does “Order total (due later)” or “Order total (due now)” mean?

The order has been placed with a saved card and nothing has been charged yet. “Due later” means the charge moment is ahead; “due now” means it has passed and the charge is queued for the next hourly collection. When part of the order was paid at checkout (add-ons on an “At the visit” reservation), the row reads plain Order total — the Shopify order’s full amount — and a Due later / Due now row beneath it carries what is still to come off the card.

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Why does it just say “Paid” instead of an Order total?

With no add-ons there is only one figure, so the card shows it as a single Paid line: what was collected for the reservation.

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Why is there no Paid or Order total line at all?

Nothing has been collected on a Shopify order, and another line already tells the story: the charge notice for a saved card, the balance due after a failed charge, or a Paid on-site or Waived row. Showing “Paid $0.00” there would wrongly look like a refund or a failed payment.

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What does “Paid on-site” mean?

Staff pressed Mark paid on-site: the guest paid outside Shopify (cash, a separate terminal) and this is the balance they settled. It is not part of the Order total because it never touched a Shopify order.

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What does “Waived” mean?

Staff pressed Waive payment and forgave this amount; it was never collected. It is shown in grey and is not part of the Order total.

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What does “Fee credit toward bill” mean?

The experience credits its entry fee toward what the guest spends during the visit, and this is the credit this reservation carries. Staff apply it at the register as a discount on the guest’s purchase. See also: Payment policies and money states

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What is the “Refunded” row with a minus amount on the Payment card?

It is every refund on this reservation added together: cancellation refunds, refunds for guests removed from the party, refunded add-ons, and refunds recorded as handled in Shopify. The rows above it keep their original amounts, so the card reads top to bottom: what was paid, what went back.

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What does “Kept on cancellation” mean?

The reservation is cancelled and this is the money that was not refunded, because the cancellation policy (or a staff override) kept it. It stays on the Shopify order.

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What does “$75 due for guests added after payment” mean?

The party grew after it had paid, and the added guests still owe this amount. Collect it with Create payment link for the balance, at the register, with Mark paid on-site, or waive it. See also: Edit a reservation

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What does “$120 balance due — the saved card could not be charged” mean?

Riserva tried to charge the guest’s saved card and it failed, so this whole amount is still owed. Use Retry charge, a payment link, the register, Mark paid on-site or Waive payment.

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What does “$40 balance due” mean?

This reservation still owes that amount, for example after it was moved to a more expensive experience. Collect it with a payment link, at the register, mark it paid on-site, or waive it.

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What is the “Refund owed: $50.00” box?

A refund Riserva tried to send did not complete, so the money is still owed back to the guest. The timeline has Shopify’s error message. Press Retry refund to try again, or Mark handled in Shopify if you already refunded it from the Shopify order. The box stays until one of those happens. See also: Cancellations and refunds

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What does “Retry refund” do?

It sends the owed refund to Shopify again, against the reservation’s order. Shopify will not refund more than the order holds, so it cannot refund twice. If it fails again you see “The refund failed again — the timeline has Shopify’s error.”

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What does “Mark handled in Shopify” do?

It tells Riserva the owed refund was sent another way, usually from the order page in Shopify. Riserva clears the “Refund owed” box without sending any money and records “Refund of $X recorded as handled outside Riserva” with your name on the timeline. Only press it once the money has actually gone back.

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What is the yellow “Payment due” box with a sentence and “Retry charge”?

The guest’s saved card could not be charged, and the sentence is the reason. Retry charge tries the saved card again. You can also collect with a payment link, at the register, mark it paid on-site, or waive it.

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What does “The guest’s saved card was removed — ask them for a new one.” mean?

The card that was saved at checkout has been deleted or revoked, so it cannot be charged. Ask the guest for another way to pay, or send them a payment link.

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What does “The guest’s saved card has expired — ask them for a new one.” mean?

The saved card passed its expiry date before the charge, so Riserva did not try it. Collect with a payment link or at the register.

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What does “No saved card on this order — collect with a payment link or at the register.” mean?

Riserva could not find a saved card on the reservation’s Shopify order, so there is nothing to charge. Collect the balance another way.

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What does “Shopify never confirmed this charge — check the order before collecting again.” mean?

A charge was sent but Shopify did not report back within an hour, so Riserva cannot tell whether the money moved. Open the Shopify order first: if it shows paid, press Retry charge and Riserva will see that and mark the reservation paid without charging again.

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What does “This charge was interrupted before it reached Shopify — check the order, then retry.” mean?

A charge started but stopped before it was sent to Shopify. Check the order in Shopify, then press Retry charge.

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What does “The saved card was declined.” mean?

The card’s bank refused the charge. When Shopify gives its own reason, that sentence is shown instead. Ask the guest for another card, send a payment link, or collect at the register.

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What does “The saved card couldn’t be charged — collect with a payment link or at the register.” mean?

The saved-card charge failed and no more specific reason was recorded. Collect the balance with a payment link or at the register.

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What does “Order #1064 is linked but not fully paid…” mean, and why are there no payment buttons?

A Shopify order (often a register sale) is attached to this reservation but is not paid in full yet, so that order owns the payment. Finish collecting it at the register or from the order’s page in Shopify, and the payment attaches here by itself. Cancelling that order cancels this reservation too.

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What does “Mark paid on-site” do?

It records that the guest paid the whole outstanding balance outside Shopify (cash, another terminal). The badge turns Paid and a Paid on-site row shows the amount. Any open payment link is cancelled first so the guest cannot pay twice.

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What does “Waive payment” do?

It forgives the whole outstanding balance; nothing is collected. A Waived row records the amount and the timeline says who waived it. There is no partial waive: to charge less, collect at the register with a discount, or reduce the party first.

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Why are there no “Mark paid on-site” or “Waive payment” buttons?

They only appear while money is owed on a reservation that is not cancelled. They are also hidden when a Shopify order already owns the payment, and when a payment link has been paid but its order has not attached yet (use Sync order now instead).

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What are the rows under “Shopify order” or “Shopify orders”?

Each row is a Shopify order that holds money for this reservation, with a link that opens it in Shopify. The amount is that order’s total less any refunds made on it, so it matches the order page. A reservation can have more than one order: the checkout order, a later payment-link order, a register sale.

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What does the “Additional” badge on an order mean?

That order paid an extra balance on top of the first order, usually through a payment link after guests were added or the experience changed.

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What does the “Register” badge on an order mean?

That order is a sale rung up at the register in Shopify POS that paid an amount this reservation owed, beside its original order. See also: Riserva on Shopify POS

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What does the “Card failed” badge on an order mean?

That is the order whose saved card could not be charged, which is why it shows $0.00. Hover over the badge to read Shopify’s own message (for example a removed card or a limit exceeded). The money was collected, or is still owed, elsewhere on the card.

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What does “Total paid” mean?

It is the sum of the order rows above it, after refunds. It only appears when there is more than one order.

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What does “Withheld per cancellation policy (party changes)” mean?

Guests were removed from this paid party at a time when the cancellation policy did not refund their full share. This is the money kept for those removed seats; it stays on the order. See also: Edit a reservation

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What does “No Shopify order linked (phone reservation)” mean?

No money has been taken through Shopify for this reservation yet. “(phone reservation)” is added when your team took it by phone. Use Create payment link to collect, or the register.

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What does “$50 per guest ·$200 for this party” mean?

It is the experience’s current price per guest and what that comes to for this party: the amount a payment link would ask for. For a whole-venue buyout the line reads “for the venue” instead of “per guest”, for example “$1,500 for the venue ·$1,500 for this party”, because the venue price is not multiplied by guests.

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What does “Create payment link” do?

It creates a Shopify invoice for the amount owed and attaches it to this reservation. You can then copy the link to text it, open it, or email the invoice to the guest. When the guest pays, the order attaches here and the badge turns Paid. See also: Payment policies and money states

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What does “Create payment link for the balance” do?

The reservation already has a paid order but still owes more (added guests, a pricier experience, or a failed card charge). This creates a Shopify invoice for just that remaining balance.

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What does the “Link sent, not paid yet” badge under the payment link mean?

A payment link exists and nobody has paid it yet. It describes the link only; the reservation’s own payment badge at the top of the card may read “Awaiting payment” at the same time. Copy or email the link to the guest if they have not received it.

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What does “Invoice sent” mean?

The payment link was emailed to the guest as an invoice and has not been paid yet. The date under it, “Sent …”, is when it was emailed.

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What does “Paid — order syncing” mean?

The guest paid the payment link and Shopify created the order, but it has not attached to the reservation yet. It normally attaches within moments; if not, press Sync order now.

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What does “Sync order now” do?

It pulls the paid invoice’s order from Shopify and attaches it to this reservation. Riserva also tries this by itself whenever the page loads, so the button is only a manual retry.

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What do “Copy payment link” and “Open” do?

Copy payment link copies the invoice’s web address so you can text or message it to the guest; it briefly reads “Copied”. Open opens the invoice page in a new tab so you can see what the guest sees.

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Why is “Email invoice” greyed out?

The reservation has no guest email address. Copy the link and text it instead.

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What does “A payment link exists but couldn’t be loaded — refresh to retry.” mean?

Riserva could not reach Shopify to read the payment link’s status just now. Reload the page.

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What does “The previous payment link’s draft order was deleted in Shopify — create a new one.” mean?

Someone deleted the invoice in Shopify, so the old link no longer works. Press Create payment link to make a new one.

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Reservation page › Guest card

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What is on the Guest card?

The guest’s name, email and phone as recorded on this reservation. These are set when the reservation is made and cannot be edited here; missing details are filled in automatically if the guest later pays an order that carries them. See also: A reservation’s page

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Why does the name say “Guest”?

The reservation has an email or phone but no name. Walk-ins and quick POS reservations are often made without one.

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What does “No guest details on this reservation.” mean?

The reservation was made without a name, email or phone, which is common for walk-ins. If the guest pays an order with their details, Riserva fills them in and notes it on the timeline.

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What does the purple “Member” badge next to the guest’s name mean?

Riserva recognised this guest as a club member when the reservation was made, because their Shopify customer record carries one of the member tags listed in Settings › Memberships. It records who is a member; it does not by itself mean a discount was given. See also: Member benefits

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What does “View customer profile” do?

It opens the guest’s customer record in Shopify in a new tab. It appears only when the reservation is tied to a Shopify customer.

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Reservation page › Table assignment

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Why is there no Table assignment card?

The reservation’s venue has no tables set up. Tables are optional: a tasting bar without tables books and seats parties without this card. See also: Tables and the floor map

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What does “Seats 2–4” under a table mean?

It is the smallest and largest party that table takes.

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What does “seat pool” mean next to a table?

It is a shared table or bar where several parties sit together, counted by seats rather than one party per table. See also: Tables and the floor map

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What does “No table assigned yet.” mean?

The party has no table. Use the Assign … button to give it the best fit, or Choose table to pick one yourself. Not having a table does not stop the party from being checked in or seated.

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What does a button like “Assign Table 6” or “Assign Table 5 + Table 6” do?

It assigns Riserva’s best fit for this party size in one tap: the snuggest free table, or a pair of tables that combine for a bigger party. It avoids tables already held or pencilled for another party; when every fitting table is taken, the button does not appear.

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What does “Choose table” do?

It opens the full list of the venue’s tables so you can pick one, or two for a party that spans combinable tables.

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What does the “Suggested” badge on Table assignment mean?

Riserva chose this table itself when the reservation was made, and may move it to fit another party later. Press Keep to make it a firm assignment, Lock to stop anyone changing it, or Change to pick another. See also: Host view

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What does “Keep” do?

It turns Riserva’s suggested table into a firm assignment, so Riserva will no longer move this party to make room for others. The timeline records “Table … kept (was a suggestion)”.

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What does “Lock” do, and what does the “Locked” badge mean?

Lock fixes the party to this table so it cannot be changed or cleared until someone unlocks it. While locked, the Change button is hidden and the card says “Locked — unlock it to change or clear the table.”

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What does “Unlock” do?

It removes the lock so the table can be changed or cleared again. The table stays assigned.

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What does “Its locked table is no longer on the floor. Unlock it to choose another.” mean?

The table this party was locked to has been removed from the floor map. Press Unlock, then choose another table.

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What does “Change” do?

It opens the table list with the current table already ticked, so you can swap it or add a second table.

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What does “Clear assignment” do?

It removes the party’s table so the reservation has none. The reservation itself is not changed, and the timeline records “Table assignment cleared”.

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What does the “Best fit” badge in the table list mean?

It marks the table (or pair) Riserva would pick for this party: its own suggestion if it has one, otherwise the snuggest free table nobody else is pencilled on.

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What does “Taken — RES-7K4M at 5:30 PM” mean in the table list?

Another reservation holds that table during this party’s time: its code and start time are shown. You can still choose it, but it will double-book the table.

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What does “Pencilled for RES-… — they would be moved” mean?

Riserva has suggested that table for another party that has not arrived yet. You may take it; that other party is then given a different table automatically.

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Why did the button change to a red “Assign anyway”?

You ticked a table that another reservation already holds at this time, and the list warns “assigning anyway double-books it”. Double-booking is allowed when it is the right call, but never by accident. Untick that table to go back to a plain Assign.

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Reservation page › Details card

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What does “Channel” mean, and what are Online, Phone, Walk-in and POS?

Channel is how the reservation was made. Online is a guest booking on your storefront; Phone is your team booking it in the admin; Walk-in is a party your team booked in the admin as a walk-in, or seated from the waitlist; POS is a reservation made on Shopify POS.

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What does “Capacity strategy” mean?

It is how this experience limits how many guests can book, as it was when the reservation was made: Manual capacity (a set number of places per start time), Venue floor map (real tables), Whole venue (one party books the whole space) or Open (no limit). See also: Capacity strategies explained

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What does “Entry” mean, and what are “Entry fee” and “Free to book”?

Entry says whether the guest pays to reserve. Entry fee means the experience charges a price to book; Free to book means reserving is free and guests pay for what they buy during the visit. “Entry fee + on-site (legacy)” appears only on old reservations made under a pricing option that no longer exists.

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What does “Booked” mean?

The date and time the reservation was made, in the property’s time zone. It is not the visit time; that is under When.

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What does the “Cancellation policy” sentence mean?

It is the cancellation policy that applies to this reservation right now: the experience’s own rules if it has them, otherwise your shop policy. It is the same sentence guests see, for example “Full refund until 48 hours before your visit; no refund after that. Guests can cancel online at any time, and reschedule while a refund is still available.” Because it is read live, changing the policy changes what this reservation would refund. See also: Cancellation policies

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What does “All sales final — no refunds.” mean in the policy?

The policy never refunds a cancellation. Staff can still override the refund amount when cancelling.

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What does “No online self-service — guests contact the winery to cancel or reschedule.” mean?

Your policy does not let guests cancel or reschedule from their confirmation email, so any change has to go through your team.

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Reservation page › Timeline

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What is the Timeline?

It is every event in this reservation’s life, newest first, grouped by day, with who did it on the right of each line. Times and days are in the property’s time zone. Apart from staff comments, nothing on it can be edited or removed. See also: A reservation’s page

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What does “No events recorded.” mean?

Nothing has been logged for this reservation yet. Every reservation normally has at least its creation, so this usually points to a very old or imported reservation.

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What does “Unknown date” mean as a day heading?

Riserva could not read when those events happened, so they are grouped under this heading instead of a date.

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What does a name followed by ”· Admin” mean?

That staff member did it in the Riserva admin, in Shopify admin.

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What does a name followed by ”· POS” mean?

That staff member did it on Shopify POS, on the register or iPad. When a device reports who entered their PIN, that person is named.

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Why does it just say “Staff” or “POS” instead of a name?

Riserva knows a staff member did it but does not have their name yet. A staff member’s name becomes known the first time they open Riserva in the admin; until then their actions read “Staff” (admin) or “POS” (register). Earlier lines fill in with the name once it is known.

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What do “Shopify”, “Guest”, “System” and “Shopify Flow” mean as who did it?

Shopify means it came from your Shopify store, such as an order being placed, paid or refunded. Guest means the guest did it themselves, such as cancelling online. System means Riserva did it automatically, such as the hourly card collection or ending a visit. Shopify Flow means one of your Flow automations did it. See also: Shopify Flow

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What do “Reservation created for a party of 4” and “Reservation confirmed” mean?

“Reservation created” is when the reservation was made, with its party size at the time. “Reservation confirmed” is when a Pending payment reservation became Confirmed, either because Shopify marked the order paid or because staff pressed Confirm.

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What do “Guest checked in”, “Party seated”, “Reservation completed”, “Marked as no-show” and “Reservation cancelled” mean?

Each records a status change and who made it: arrival, sitting down, the visit ending, the party not coming, and cancellation.

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What does “Visit ended automatically, 15 min after its expected end — nobody pressed Complete” mean?

The party was checked in or seated, nobody pressed Complete, and Riserva completed the visit itself once its expected end time plus your grace period had passed. Change the grace period, or choose another answer, in Settings › Reservations › Ending visits. See also: Host view

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What does “Visit ended automatically at the end of the day — nobody pressed Complete” mean?

The party was checked in or seated, nobody pressed Complete, and your store ends visits at the end of the day, so Riserva completed the visit itself at midnight, property time (or at the visit’s own end, if that was later). The answer is chosen in Settings › Reservations › Ending visits. See also: Set up the waitlist, early arrivals and ending visits

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What does “Marked no-show automatically, 60 min after the reservation time — never checked in” mean?

The party never checked in, and your store marks no-shows by itself a set time after the reservation time, so Riserva marked it a no-show once that time had passed. The number is the wait from Settings › Reservations › No-shows. The line sits just after “Marked as no-show”, both from System — nobody pressed the button. If the guest walks in, press Undo no-show. See also: Set up the waitlist, early arrivals and ending visits

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What does “Marked no-show automatically at the end of the day — never checked in” mean?

The party never checked in, and your store marks no-shows at the end of the day, so Riserva marked it a no-show at midnight, property time, after the reservation’s date. The line sits just after “Marked as no-show”, both from System — nobody pressed the button. The answer is chosen in Settings › Reservations › No-shows. See also: Set up the waitlist, early arrivals and ending visits

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What does “No-show undone — the party is back among those arriving” mean?

Someone pressed Undo no-show: the party had been marked a no-show (by a host or automatically) and turned up after all, so the reservation went back to Confirmed, or Pending payment, and can be checked in again. The line names who did it.

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What does “Check-in undone — the party is back among those arriving” mean?

Someone pressed Undo check-in: the check-in was a mistake, so the reservation went back to where it stood before (Confirmed, or Pending payment) and the party is listed under Arriving again. The line names who did it.

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What does “Party unseated — checked in, not yet at a table” mean?

Someone pressed Unseat: the party was marked Seated by mistake and is back to Checked in. The line names who did it.

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What does “Still here — the visit runs on, the automatic end waits” mean?

A host pressed Still here on the Host page or in Shopify POS, so Riserva holds off ending this visit automatically for a while longer. It does not stop new guests booking the following times.

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What does “Reservation rescheduled to Sat, Aug 15, 2:00 PM” mean?

The reservation was moved to that date and time, by staff or by the guest online.

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What does “Changed to Barrel Tasting → Estate Tour on Sat, Aug 15, 2:00 PM” mean?

Staff moved the reservation to a different experience (from the first name to the second), on that date and time. The price is re-worked for the new experience. See also: Edit a reservation

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What does ”— capacity overridden” at the end of a move mean?

Staff moved the reservation onto a time that was full, on purpose, by ticking the overbook box. The new time is now over capacity.

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What does “Arrived early — moved from … to … at check-in” mean?

The party came early, and the host chose to move the reservation to today’s time when checking them in. “(seated over capacity)” at the end means that time was full and the host seated them anyway.

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What do “2 of 4 guests here” and “All 4 guests here” mean on the timeline?

A host recorded how many of the party came: two of four, or the whole party of four. “The guest is here” is the same for a party of one. ”— capped to the new party size” at the end means the party was made smaller than the number recorded, so the count came down with it.

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What does “Party size changed from 4 to 6” mean?

The number of guests changed. Any money consequence (a balance due or a refund) is recorded on its own line.

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What do “Assigned to Table 6” and “Table assignment cleared” mean?

A table was given to the party, or its table was removed.

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What do “Table 6 kept (was a suggestion)”, “Table 6 locked”, “Table 6 unlocked” and “Table 6 handed back to automatic seating” mean?

A host changed how firm the party’s table is: kept Riserva’s suggestion as a real assignment, locked it, unlocked it, or handed it back for Riserva to choose and move again.

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What does “Riserva moved the suggested table from Table 4 to Table 7” mean?

The table was only a suggestion, and Riserva moved it to fit the floor around other parties. Press Keep or Lock on the Table assignment card if you do not want it moved again.

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What does “Suggested table Table 4 was given to RES-… ; Riserva will suggest another” mean?

A host chose this party’s suggested table for another party. Riserva will suggest a different table for this one.

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What does “Riserva could no longer keep the suggested table Table 4” mean?

The suggested table no longer works for this party (for example, the floor changed) and Riserva could not find another, so the party is now without a table. Assign one from the Table assignment card.

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What does “Refunded $50.00” mean?

That amount was refunded to the guest through Shopify. A reservation with money on more than one order may show one line per order refunded.

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What does “Refund of $50.00 failed — issue it from the Shopify order” mean?

Shopify refused the refund. If the Payment card shows a “Refund owed” box, use Retry refund there; otherwise refund it from the order in Shopify.

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What does “Refund of $50.00 pending” mean?

A refund was due but did not go through (or only partly went through). It is now owed: the Payment card’s “Refund owed” box lets you retry it or mark it handled.

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What does “Refund of $50.00 recorded as handled outside Riserva” mean?

Staff pressed Mark handled in Shopify: the owed refund was sent another way, and Riserva moved no money itself.

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What does “Refund of $50.00 withheld per the cancellation policy (50% refundable)” mean?

Guests were removed from a paid party, and the cancellation policy kept this part of their share. The percentage is how much of the removed guests’ share was refundable at that moment.

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What does “Refund of $75.00 skipped — payment kept on file” mean?

Guests were removed from a paid party and staff chose Don’t refund, so their share stayed paid.

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What does “Full $75.00 refund chosen, overriding the cancellation policy (policy allowed$37.50)” mean?

Guests were removed from a paid party and staff chose to refund their whole share, more than the policy allowed. The amount the policy would have given is in brackets.

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What does “Refund overridden to $100.00 at cancellation (policy:$0.00) — “reason"" mean?

Staff cancelled and changed the refund from the policy’s answer. The amount refunded, the policy’s original amount, and the reason staff typed are all shown.

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What does “Reason for cancelling: Travel or weather” mean?

The guest cancelled online and picked this reason, plus any note they wrote in quotes. See also: Guests managing their own reservations

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What does “Payment attached — $150.00” mean?

A Shopify order paid money toward this reservation: a payment link, a register sale or similar. “(payment pending)” means the order is linked but its payment had not cleared yet.

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What does “Additional payment received — $75.00 on #1064” mean?

A second order paid an extra balance on this reservation, such as added guests. “Additional payment pending on #1064” means that order exists but its payment had not cleared yet.

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What does “Settled at the register ($75.00)” mean?

A sale on Shopify POS paid the amount this reservation owed.

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What does “Payment received after cancellation — $50.00” mean?

Money arrived on a reservation that had already been cancelled, for example a payment link the guest paid late. Check the order and refund it if the reservation should stay cancelled.

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What does “Payment link paid $75.00 AFTER the register settled this reservation — refund it” mean?

The guest paid at the register and then also paid the payment link, so they paid twice. Refund the payment-link order in Shopify.

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What do “Payment marked as paid on-site” and “Payment waived by staff” mean?

Staff settled the balance with Mark paid on-site (paid outside Shopify) or Waive payment (forgiven). The amounts appear as Paid on-site or Waived on the Payment card.

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What does “Entry fee waived by the waive rule (purchase over the threshold)” mean?

At the register, the Bill credits tile suggested waiving this party’s entry fee because the rest of their sale was over the amount set in Settings → Policies → Entry fees at the register (or the experience’s own amount), and the staff member accepted. The fee was never charged to the saved card. A waive the staff member chose on their own reads “Payment waived by staff” instead.

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What does “Visit closed out — the saved card is due to be charged” mean?

An “At the visit” reservation was completed with its fee still on the saved card, so the charge is scheduled — 15 minutes ahead, so a register sale for the fee can still arrive first. The badge reads Charge scheduled with the time until the hourly collection takes it; Charge now takes it sooner.

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What do “Register sale #… paid X AFTER the saved card was charged — refund one of them" and "Register sale #… paid X but could not be applied” mean?

The till took money for an entry fee the reservation no longer owed — because the saved card had already been charged (the first sentence), or because the reservation changed while the sale was on its way (a waive or a cancel; the second). The money is real and sits on the register order; Riserva did not fold it into the reservation. Refund one of the two payments in Shopify.

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What does “Register sale #… discounted the entry fee to $0 — nothing was settled; the saved card still holds$X (Waive fee to forgive it)” mean?

Staff added the entry fee to a register sale and then discounted that line to $0. A$0 line does not settle the fee, so the reservation stays Card on file and the saved card is still charged when the visit is closed out. If the fee was meant to be forgiven, use Waive fee on the Payment card (or the Bill credits tile) — that is the action that releases the card.

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What does “Saved-card order kept open — it holds paid add-ons” mean?

Riserva tried three times to take the settled entry fee off the guest’s checkout order and Shopify refused. The order holds add-ons the guest already paid for, so it was not cancelled; its “Riserva billing” note says the remaining balance must not be collected. Leave the order as it is.

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What does “Saved card will not be charged — settled at the register” mean?

The fee a saved card was holding was collected another way — “settled at the register” (it was added to a register sale), “waived” or “waived by rule” — so the $0 Shopify order from the checkout has nothing left to collect. The next timeline line says what happened to that order: cancelled (within the hour at the latest) — or, when it also holds add-ons, only the fee line is taken off it (see “Taking the entry fee off the saved-card order”). The money is on the register order, or nowhere if it was waived.

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What does “Taking the entry fee off the saved-card order — …” mean?

The fee was settled at the register or waived. The guest’s checkout order also holds add-ons, so instead of cancelling it Riserva removes just the fee line. Shopify then shows a $0 “refund” of that line — that is the edit, not money.

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What does “Entry fee taken off the saved-card order — the card is charged $X for the add-ons when the visit is closed out” mean?

Done. The order now owes only the add-ons, and the saved card is charged for them when the visit is closed out. “Entry fee taken off the saved-card order — nothing is left on the card” means the add-ons were already paid.

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What does “The entry fee could not be taken off the saved-card order — the card is not charged while the fee is still on it” mean?

Shopify refused the change. The card is not charged while the fee is still on the order, and Riserva tries again within the hour.

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What does “Saved card not charged yet — an add-on change on its Shopify order hasn’t been confirmed” mean?

Someone added an add-on and Shopify never confirmed the change, so Riserva holds the card charge rather than guess what the order owes. Press Check the Shopify order in the add-on’s notice on this page (Riserva records the add- on if it is on the order), or Mark handled if you sorted it out in Shopify. Until then the reservation is listed under Reservations › Needs attention.

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What does “Payment link order #… paid $… more than the add-ons owed — it was not applied; refund it or record it” mean?

The guest paid the add-ons’ payment link for more than the add-ons cost. The extra was not counted toward anything. Refund the difference in Shopify, or record it however your team tracks extra payments.

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What does “Saved card not charged — the entry fee is still on its order and would be charged a second time” mean?

Close-out came and the fee line was still on the order, so charging the card would have taken the fee twice. Collect the add-ons with a payment link or Mark paid on-site, or waive them; Retry tries the change again first.

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What does “Entry fee now off the saved-card order — the add-ons go back to the card and are charged within the hour” mean?

The change Shopify refused earlier went through. The add-ons are charged to the saved card within the hour; the Payment due is gone.

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What does “The entry fee collected a second time on the saved-card order was refunded in Shopify — the reservation is unchanged” mean?

The duplicate collection of the fee was refunded. The reservation and its fee payment are unchanged.

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What does “The saved-card order was paid with the entry fee still on it — the fee had already been settled at the register or waived; refund one of them” mean?

Someone collected the order with the fee still on it, after the fee had already been settled or waived. The guest paid the fee twice — refund one of them in Shopify.

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What does “Shares its saved card with RES-… — the two are charged together” mean on the timeline?

The guest checked out this reservation together with another billed-later one in a single order, so Shopify saved one card for both. Riserva charges that card once, when the first of them is due, for the whole order, and each reservation is then marked paid for its own share.

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What does ”… — the saved card is still charged with RES-…, and that charge includes this reservation; refund its share when it lands” mean?

This reservation’s fee was settled another way (at the register, or waived), but it shares a saved card with another reservation that is still to be charged. The one charge takes the whole order, this reservation’s share included, so the guest will pay that share twice. When the charge lands, refund this reservation’s share from the Shopify order.

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What does “Its line was taken off the shared saved-card order before the card was charged — nothing was collected for it” mean?

This reservation shared a saved card with another, and its line was refunded off the Shopify order before the card was charged (which also cancels the reservation). The shared charge does not include it, so no money was collected for it and there is nothing to refund.

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What does “The shared saved-card charge included $40.00 already settled another way — refund it on the order” mean?

The shared card was charged for the whole order, and that charge took this reservation’s share even though it had already been paid at the register, waived or paid by a payment link. The guest paid it twice; refund that amount from the Shopify order. For a no-show the line reads ”… for this no-show — keep it or refund it”, because keeping a no-show’s money can be your policy. The Payment card shows a warning with the amount until a refund is recorded.

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What does “2 guests added — $100.00 payment due” mean?

The party grew after paying, and the added guests owe this amount.

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What does “Unbilled balance reduced by $50.00” mean?

Guests were removed before their added balance was paid, so part of what was owed simply went away instead of being refunded.

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What does “$50.00 put on a register sale — it is used when that sale completes” mean?

Staff tapped Apply $50.00 credit to sale in Shopify POS, so the register cart got a discount for the reservation’s fee credit. Nothing is spent yet: the credit is used only when that sale completes. If the cart was cleared or the sale abandoned, the credit is still on the reservation and can be applied again.

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What does “$50.00 bill credit applied to register sale #1234” mean?

The register sale carrying this reservation’s credit discount completed, and the credit is now spent — the fee credit reads $0.00 from here on. The number is the Shopify order of that sale. Older entries read “applied to the register sale” without a number. A credit is spent once.

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What does “Register sale #1234 carried this reservation’s bill credit, but the credit had already been used — check both sales” mean?

A completed sale carried this reservation’s credit discount, but another sale had already spent the credit — two registers applied the same credit, or someone typed a discount with the same name by hand. The discount was given on both sales while the credit covers only one. Riserva does not spend the credit twice or change either order; open both Shopify orders and settle it with the guest yourself.

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What does “Payment mismatch — paid $100.00, expected$150.00” mean?

The order paid a different amount from what the payment link asked for. Check the order and collect or refund the difference.

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What does “Payment mismatch — checked out with a quantity of 1 for a party of 4 (should be 4)” mean?

The order’s reservation line had a different quantity from the party, so it paid for a different number of guests. Riserva still created the reservation and recorded the money that was paid. Check the order, then collect the difference with a payment link, refund it, or change the party size, and press Mark handled on the yellow box at the top of the page; until then the reservation is listed under Reservations › Needs attention.

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What does “Quantity mismatch marked handled” mean?

Someone pressed Mark handled on the yellow “Checked out with a quantity of …” box: the difference between what the order paid for and the party was dealt with, and the reservation left Reservations › Needs attention. The line names who did it. Mark handled moves no money by itself.

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What do the payment link lines mean: “Payment link created for $150.00”, “Invoice emailed to …”, “Payment link voided”?

A Shopify invoice was made for that amount; it was emailed to the guest at that address; or it was cancelled (Riserva voids an open link when the reservation is moved, resized, settled another way or cancelled, so the guest cannot pay an out-of-date amount).

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What does “Payment link discarded — the reservation changed while the link was being created” mean?

The reservation was cancelled or changed while a payment link was still being created, so Riserva deleted that new invoice rather than leave a payable link behind. If the guest still owes money, create a new link.

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What does “Payment link’s draft order was deleted in Shopify” mean?

Someone deleted the invoice in Shopify. Create a new payment link if money is still owed.

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What does “Payment link out of date — party size changed from 4 to 6” mean?

The party changed after the payment link was made, so the link asks for the wrong amount. Create a new link.

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What do “Payment link status couldn’t be verified” and “Payment link couldn’t be voided” mean?

Riserva could not reach Shopify to check or cancel the payment link. If it could not be voided, delete the draft order in Shopify yourself so the guest cannot still pay it.

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What does “Shopify order didn’t match the payment link” mean?

An order arrived for this reservation that was not the payment link it was expecting, such as a register sale while a link was open. The money was not attached automatically; check both orders.

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What does “Guest email and phone added from the Shopify order” mean?

The reservation was missing those details, and Riserva filled them in from the order the guest paid. Details your staff entered are never overwritten.

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What does “Overbooked — slot filled during checkout” mean?

An online guest finished paying for a time that filled up while they were in checkout. The reservation was kept and marked Overbooked.

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What does “Overbooked flag cleared — the seats were there all along” mean?

The reservation had been wrongly marked Overbooked and the flag was removed.

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What does “Paid (order #1231) after the visit had ended — move it to a new date or cancel it to refund” mean?

The Shopify order for this reservation was placed after its visit had already ended, usually from a cart the guest left open for days. Riserva kept the reservation because the guest paid, marked it Booked after its time, and did not send a confirmation. Move it to a new date with Edit reservation, or cancel it to refund the guest.

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What does “Confirmation email not sent (the order arrived after the visit had ended)” mean?

Riserva held back the guest’s confirmation on purpose: the order was paid after the visit had ended, and a confirmation for a date that has passed would only confuse the guest. Nothing is wrong with your email settings. Once you move the reservation to a new date, the guest gets the rescheduled email (when it is switched on).

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What does “Duplicate Shopify order ignored” mean?

A second order arrived for a reservation that already had one, and Riserva did not create another reservation from it. Check whether the guest paid twice.

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What does “Shopify order couldn’t be matched to a reservation” mean?

An order carried this reservation’s details but Riserva could not turn it into a reservation correctly. Check the order and contact Riserva support if it repeats.

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What does “Membership benefit check failed” mean?

Riserva could not check the guest’s membership when the reservation was made, so no member benefit was applied automatically. See also: Member benefits

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What do “Add-on rejected” and “Add-on “Cheese plate” refunded” mean?

An add-on on the order could not be added to the reservation, or that add-on line was refunded in Shopify.

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What does “Charge now — the saved card is charged ahead of schedule” mean?

A staff member pressed Charge now, so the saved card was charged before its scheduled time. The result follows on the next lines.

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What do “Balance charge attempted on the saved card” and “Balance charge submitted — waiting for Shopify to confirm” mean?

Riserva started a charge on the saved card, and Shopify accepted it but has not confirmed the money yet. Neither line means the guest has paid.

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What does “Balance charged to the saved card ($120.00) — confirmed by Shopify” mean?

The saved card was charged and the money landed. “Confirmed by Shopify” means the confirmation came back from Shopify after the charge was sent.

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What does “Balance charge on the saved card failed” mean?

The saved card could not be charged. The reason is on the Payment card, with the ways to collect.

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What does “Saved card paid the original order — $50.00 still due for seats added since” mean?

The saved card covered the order as the guest placed it, but guests added later were never on that order. Collect that remaining amount with a payment link or at the register.

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What does “Checkout saved a card under a policy that doesn’t defer — charging now” mean?

The guest’s checkout saved a card for a later charge even though the experience now charges at booking (its policy was changed). Riserva charges the card straight away to match the current policy.

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What do “Shopify order released from hold — it is fulfilled at the visit” and “Shopify order fulfilled at check-in” mean?

For a saved-card order, Riserva removes Shopify’s hold so the order reads Unfulfilled like any other, and marks it Fulfilled at the visit — at check-in for most charge-later options, and, under “At the visit”, the moment the fee is paid (the register may still close that order instead). The guest gets no fulfilment email. See also: Payment policies and money states

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Why is an add-on I added later in its own group on the Shopify order?

Shopify puts every line added to an existing order in a fulfillment group of its own. Riserva then joins it to the reservation’s group, so the order shows one Unfulfilled group. A product set to ship stays apart — Shopify does not combine a shipping item with a visit. Either way, checking the party in marks the whole order fulfilled.

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What do “could not be released from hold — release it by hand” and “could not be fulfilled — fulfil it by hand” mean?

Riserva could not update the Shopify order. Open the order in Shopify and release or fulfil it yourself.

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What do “Shopify order cancelled” and “Shopify order could not be cancelled — close it by hand” mean?

After a saved-card reservation was cancelled, Riserva closed its unpaid Shopify order so nobody collects on it by mistake. If it could not, cancel the order in Shopify yourself.

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What does “Charge schedule restored by Riserva support” mean?

Riserva support corrected this reservation’s charge date by hand.

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What does “Confirmation email sent to guest@example.com” mean?

That guest email went out to that address. The same pattern is used for Reminder, Cancellation, Rescheduled and Charge-failed notice emails; other emails read “Notification email sent”. See also: Customer emails

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What does “Confirmation email failed to send” mean?

Riserva tried to send that email and the email service did not accept it, so it did not go out. Check the guest’s address, or contact them another way.

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What does “Rescheduled email skipped (switched off in Settings → Emails)” mean?

Riserva did not send that email because it is switched off in Settings › Emails. Switch it back on there if guests should receive it.

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What does “Reminder email not sent (the reservation was made less than a day before the visit — the confirmation is the reminder)” mean?

The pre-visit reminder goes to reservations made more than a day ahead. This one was booked inside that window, so the guest had just received the confirmation and a reminder minutes later would have read as a duplicate. Nothing is wrong; the switch in Settings › Emails is untouched. See also: Email settings

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What do “Rescheduled email not sent (the guest was at the counter)” and ”… email not sent (staff chose not to notify the guest)” mean?

Riserva deliberately did not send that email, even though it is switched on. “The guest was at the counter” appears when a host moved an early-arriving party to now at check-in. “Staff chose not to notify the guest” appears when staff moved the reservation without emailing the guest. Nothing needs changing in your email settings. See also: Email settings

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What does “Shopify Flow trigger ”…” could not be sent” mean?

Riserva could not start one of your Shopify Flow automations for this event. The reservation itself is unaffected; check the workflow in Shopify Flow. See also: Shopify Flow

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What do “Klaviyo event not sent (that event is switched off in Settings → Integrations)” and “Klaviyo event failed to send” mean?

The first means Riserva did not send that event to Klaviyo because you switched the event off in Settings › Integrations › Klaviyo. The second means Riserva tried to send it and the send did not go through; it is not retried. Neither affects the reservation. See also: Klaviyo

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Reservation page › Comments

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Who can see comments?

Only your staff, as the caption “Only you and other staff can see comments” says. Guests never see them and they are not emailed to anyone.

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How do I attach a photo to a comment?

Press the picture icon at the bottom left of the comment box and choose images, up to five per comment. They are stored in your Shopify Files. The icon greys out once five are attached.

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What does “(edited)” next to a comment mean?

The comment was changed after it was first posted. Use the three-dot menu on a comment to Edit comment or Delete comment.

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What does deleting a comment do?

It removes the comment for everyone, permanently (“This removes the comment for everyone. It can’t be undone.”). Keep comment closes the dialog without deleting. Comments are the only timeline entries that can be edited or deleted.

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Why is there a comment I didn’t write, under a name or “Shopify Flow”?

A staff member’s Reason for edit from the Edit reservation screen is posted as a comment under their name. A comment from “Shopify Flow” was added by one of your Flow automations.

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Why can’t I press “Post”?

The comment is empty. Type something or attach an image first.

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What does “Write a comment or attach an image” mean?

You tried to save a comment with no text and no image. Add one or the other.

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What does “Attach up to 5 images per comment” mean?

A comment can carry at most five images. Remove some, or post the rest in a second comment.

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What does “That file type isn’t supported — attach an image” mean?

Only image files can be attached to comments.

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Reservation page › When something is refused

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What does “Reminder email sent to guest@example.com.” mean?

Your Send reminder email worked. It counts as this reservation’s reminder, so the automatic one will not also send.

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What does “Reminder emails are switched off in Settings → Emails — nothing was sent.” mean?

You pressed Send reminder email but reminder emails are turned off for your shop, so none went. Turn them on in Settings › Emails if you want to send it. See also: Email settings

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What does “The reminder email couldn’t be sent — see the timeline for the provider’s message.” mean?

The send was attempted and failed. The timeline line shows why; check the guest’s email address.

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What do “This reservation has no email address.”, “Reminders only go to upcoming reservations.” and “This visit has already started.” mean?

The reminder was refused because there is nowhere to send it, the reservation is not Confirmed or Pending payment, or the visit time has already passed.

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What does “Checked in, but the check-in charge failed: …” mean?

The party is checked in, but charging their saved card at check-in did not work; the reason follows. The Payment card now shows the balance as due, with ways to collect it.

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What does “Checked in — Charge submitted — Shopify is confirming it.” mean?

The party is checked in and the saved-card charge is on its way. The badge reads Charging until Shopify confirms; the page updates itself.

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What does “This order was already paid in full — nothing was charged.” mean?

You pressed Charge now or Retry charge, but the Shopify order had already been paid (by an earlier charge, the register or Shopify). Riserva marked the reservation paid and did not charge the card again.

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What does “Charge submitted — Shopify is confirming it.” mean?

The charge you started was accepted by Shopify and is being confirmed — a blue note, not a warning. Wait for the badge to change from Charging.

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What does “A charge submitted moments ago hasn’t reported back yet — wait for it to resolve before trying again.” mean?

A charge on this card is still in progress, so Riserva refused to start a second one that could bill the guest twice. Wait a few minutes and reload.

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What do “The reservation is not awaiting a deferred charge.” and “Nothing left to collect.” mean?

There was nothing for Charge now or Retry charge to do: the reservation is not waiting on a saved-card charge, or its balance is already zero. Reload the page to see its current state.

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What does “Charge-later payments are turned off for this shop.” mean?

Saved-card charging is not switched on for your shop, so Riserva cannot charge the card. Collect the balance with a payment link or at the register, and contact Riserva support if you expected it to be on.

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What does “This fee is not waiting on a saved card.” mean?

You pressed Waive fee, but the entry fee is no longer on the guest’s saved card: it was already paid at the register, charged, or waived, possibly from another screen a moment ago. Reload the page to see where the payment stands.

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What does “No refund is owed on this reservation.” mean?

You pressed Retry refund or Mark handled in Shopify, but the owed refund has already been cleared, probably by someone else. Reload the page.

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What does “No Shopify order to refund against — mark it handled instead.” mean?

The reservation has no Shopify order, so Riserva cannot send the refund. Refund the guest another way, then press Mark handled in Shopify.

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What does “An order is linked — payment is tracked by Shopify.” mean?

You tried to mark paid on-site or waive, but a Shopify order already owns this reservation’s payment. Settle it on that order (at the register or on the order page) instead.

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What do “Void the open payment link first.” and “The open payment link could not be voided: …” mean?

An unpaid payment link is still open, and Riserva could not cancel it before marking the reservation paid or waived. Delete the draft order in Shopify, then try again, so the guest cannot pay twice.

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What does “A cancelled reservation has nothing to collect.” or “…nothing to resolve.” mean?

The reservation is cancelled, so it cannot take a payment link, be marked paid on-site or be waived.

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What does “This experience has no price to collect.” mean?

The experience is free, so there is nothing to put on a payment link.

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What does “An order is already linked to this reservation.” mean?

The reservation already has a Shopify order, so a first payment link cannot be made. If a balance is still owed, use Create payment link for the balance.

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What does “A payment link is already being created — try again in a minute.” mean?

Someone (possibly you, with a double-click) just started creating a payment link. Wait a minute and reload; the link will appear.

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What does “Shopify didn’t answer — the link may or may not exist. Try again in a minute; the app will reconcile.” mean?

Shopify did not respond while the payment link was being made. Wait a minute and press Create payment link again; Riserva finds the existing one rather than making a duplicate.

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What does “This reservation has no guest email to send the link to.” mean?

There is no guest email address to send the invoice to. Copy the payment link and text it instead.

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What does “Shopify hasn’t created the order for this invoice yet — try again shortly.” mean?

You pressed Sync order now before Shopify finished turning the paid invoice into an order. Wait a moment and try again.

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What does “The order was found but couldn’t be attached — check the reservation timeline.” mean?

Riserva found the paid order but could not attach it to the reservation. The timeline explains why; contact Riserva support if it is not clear.

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What does “Someone else changed this reservation a moment ago. Refresh the page and try again.” mean?

Someone else (or another screen, like the Host view or the register) changed this reservation at the same moment. Reload the page and try again.

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What does “This reservation is …, so it can’t be …. Refresh the page to see where it stands.” mean?

The page was out of date: the reservation’s status had already changed, for example “This reservation is already checked in, so it can’t be checked in.” when the party was checked in on another screen. The first part names where the reservation stands now (cancelled, already checked in, already seated, already completed, marked as a no-show, confirmed or waiting for payment); the second names the step you pressed — for example “This reservation is confirmed, so its no-show can’t be undone.” when someone already undid it. Reload the page to see what it is now and which buttons apply.

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What does “A reason is required to override the refund” mean?

You ticked Override the refund amount without typing a reason. The reason is required because it goes on the timeline.

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What does “Override refund must be between $0 and what the guest paid” mean?

The override amount was less than zero or more than the guest has paid. Enter an amount within that range.

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What does “The open payment link could not be voided (…) — delete the draft order in Shopify admin.” mean after a cancel?

The reservation is cancelled, but its unpaid payment link could not be cancelled, so the guest could still pay it. Delete that draft order in Shopify now.

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What does “That table is already assigned to RES-… in this time window.” mean?

Another reservation holds that table at this time. Pick another, or use Assign anyway if you mean to double-book it.

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What does “This table is locked. Unlock it before changing it.” mean?

The party’s table is locked. Press Unlock first, then change or clear it.

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What does “The table changed a moment ago — it is now Table 7. Look again, then choose.” mean?

Riserva moved the suggested table between when your page loaded and when you pressed Keep or Lock, so it refused rather than keep a table you were not looking at. Reload and decide again.

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What does “That table is no longer on the floor” mean?

The table was removed from the venue’s floor map. Choose another table.

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What does “That table is not in this reservation’s venue.” mean?

A party can only be given tables from the venue it is booked into. Move the reservation to the other venue first if that is where it should be.

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What does “Barrel Tasting has no times today at this venue — check the party in without moving…” mean?

The early-arriving party cannot be moved to today because the experience does not run today at their venue. Check them in without moving, or move the reservation from Edit reservation.

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What does “Today’s 2:00 PM time is full for a party of 4. You can seat them anyway — host’s call.” mean?

The time Riserva would move the early party to is full. Press Seat them anyway to move them over capacity, or Check in without moving.

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Why did a yellow or red banner appear after I updated a reservation from the Edit page?

The edit applied, and the banner lists things you may need to handle, such as a payment link that could not be cancelled or add-ons from the previous experience. Yellow means something to check. Red means money did not move as expected (for example a refund that failed and is now owed), so act on it.

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What does “Capacity was overridden — the new time is now overbooked…” mean?

You moved the reservation onto a full time using the overbook override. The new time now holds more guests than it normally takes, and Host shows it that way.

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What does “The open payment link couldn’t be voided — check it in Shopify.” mean?

After the move, the old payment link (which quotes the old time or price) could not be cancelled. Delete that draft order in Shopify so the guest cannot pay an out-of-date amount.

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What does “Add-ons belong to the previous experience — review or refund them.” mean?

The reservation moved to a different experience but kept add-ons bought for the old one. Check whether they still make sense, and refund them in Shopify if not.

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What does “A payment for the previous experience is still in flight…” mean?

A payment for the old experience had not finished when you changed experience. Either the difference is recorded as Payment due, or, if that payment is more than the new price, you need to refund the difference once it lands.

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What does “The $50.00 refund didn’t complete — it’s recorded as owed on the reservation, retry it from the Payment card.” mean?

The refund from your edit failed in Shopify. It now shows as Refund owed on the Payment card, where you can retry it or mark it handled.

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What does “The gateway allowed 50.00 of the 75.00 refund — verify in Shopify.” mean?

The payment provider refunded only part of what was asked. Check the order in Shopify and refund the rest there if needed.

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What does “Per the cancellation policy, $25.00 of the$50.00 paid for the removed guests is refundable (50%) — $25.00 stays on the order.” mean?

You removed guests from a paid party, and the cancellation policy refunded only part of their share. The rest stays paid and shows as “Withheld per cancellation policy” on the Payment card.

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What do “The refund wasn’t sent — the reservation’s payment changed concurrently. Refresh and retry.” and “The reservation changed while … — refresh.” mean?

Another change to this reservation’s money happened at the same moment, so Riserva did not move any money to avoid doing it twice. Reload the page, check the Payment card, and repeat the change if it is still needed.

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What does “Refund queued for manual processing.” mean?

The refund from changing experience could not be sent from here. Check the Payment card for a Refund owed box, or refund it from the Shopify order.

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Edit reservation

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What is the Edit reservation screen?

It is one screen where you change the experience, date, time and party size together, see what that does to the money, and apply everything with one Update reservation button. Nothing changes until you press it. See also: Edit a reservation

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What is the line under the title, like “RES-7K4M · Jane Smith”?

It is the reservation’s code and the guest’s name, so you know which reservation you are editing. A purple Member badge appears beside the title when the guest is a recognised club member.

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What does “Currently Sat, Aug 15, 2026, 2:00 PM PDT · party of 4” mean?

It is what the reservation is right now, before your changes: its date, time (in the property’s time zone) and party size.

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Why can I only change the party size?

The party has already checked in, so its experience, date and time can no longer be changed; only the party size can. Those fields are available while a reservation is Pending payment or Confirmed.

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Why did Edit reservation send me back to the reservation?

The reservation is seated, completed, a no-show or cancelled, and those cannot be edited.

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What does “Changing the experience re-prices the reservation.” mean?

The new experience’s price will apply to this party. The Summary shows whether that means more to collect, a refund, or no change.

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Why are some experiences missing from the Experience list?

Only Active experiences are listed. Draft and archived experiences cannot take reservations, so you cannot move one into them.

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What do “Keep the current time” and “Choose a time” mean in the Time list?

“Keep the current time” leaves the time as it is. It changes to “Choose a time” after you change the date or experience, because the old time no longer applies and you must pick a new one.

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What is the venue name after each time, like “2:00 PM · Barrel Room”?

It is the venue where that time runs. An experience offered in more than one venue lists each venue’s times separately.

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Which times does the Time list offer?

Only times that are open for the party size you entered, on the date and experience you chose. This reservation’s own seats are not counted against it, and booking cutoffs that apply to guests are ignored for staff.

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What does “Checking availability…” mean?

Riserva is looking up open times for the experience, date and party size you just entered. The list fills in when it finishes.

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What does “Estate Tasting doesn’t run on … — its schedule has no times that day.” mean?

The experience has no times scheduled on that date. Pick another date, or add times to its schedule.

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What does “Closed on … — Christmas Day.” mean?

A blackout period covers that date, so nothing can be booked. The words after the dash are the blackout’s name.

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What does “Estate Tasting takes parties of 2 to 8 — a party of 10 is outside that range.” mean?

The party size you entered is outside the experience’s minimum or maximum, so no time is offered. Change the party size, or override it when you update.

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What does “No table can seat a party of 10 on …” mean?

The venue’s floor map has no table or combination of tables free for that many guests that day. See also: Tables and the floor map

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What does “A private event books the whole venue on …” mean?

A whole-venue reservation takes the space that day, so nothing else can be booked there. This cannot be overridden.

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What does “Those times are held by guests checking out right now … — they free up within about 12 minutes.” mean?

Online guests are in checkout for those times and their places are held for them. If they do not finish, the times free up within about 12 minutes.

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What does “Every time on … is full for a party of 6 — try a smaller party or another date.” mean?

All the times that day are booked up for that party size. Try a smaller party, another date, or override capacity when you update.

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What does “Nothing open for this combination — try another date or party size.” mean?

No time is open for what you entered and Riserva has no more specific reason to give. Try another date or party size.

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What does “A new date or experience needs a time before the edit can apply.” mean?

You changed the date or experience, so you must choose a time from the Time list before Update reservation becomes available.

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What is “Reason for edit” and who sees it?

A short note on why you made the change. Only staff see it; it is posted on the reservation’s timeline as a comment under your name. A reason on its own, with no other change, is allowed.

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What does the Summary panel show?

Each change you have made, such as “Party size → 6” or “Time → 2:00 PM · Barrel Room”, then one line about the money: what will be due, what will be refunded, or that nothing changes. It says what Riserva will actually do when you press Update reservation.

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What does “No changes have been made” mean?

Everything is still the same as the reservation. Change a field, or type a reason, to enable Update reservation.

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What does “Nothing collected yet — the reservation re-prices to $300.” mean?

No money has been paid on this reservation, so there is nothing to refund or top up; its price simply becomes the new amount, which you collect as usual.

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What does “Payment due $150” in the Summary mean?

Your change costs more than the guest has paid (added guests or a pricier experience), and this is the extra amount. After you update, collect it with a payment link, on-site, or waive it.

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What does “Refund $75” in the Summary mean?

Your change means the guest has paid more than the reservation now costs, and this is what will go back to their original payment. The figure follows the refund option you pick below it.

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What are the three refund options “Per the cancellation policy”, “In full … overriding the policy” and “Don’t refund”?

They appear when removing guests and your cancellation policy would keep part of their share. Per the cancellation policy (the default) refunds what the policy allows and keeps the rest; In full refunds the whole share and records the override on the timeline; Don’t refund keeps all of it. See also: Edit a reservation

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What does “Per the cancellation policy, the $50.00 paid for the removed guests isn’t refundable this close to the visit.” mean?

Removing guests counts as a partial cancellation, and at this point the policy refunds nothing. Choose In full if you want to refund them anyway.

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What does “Refund to the original payment” mean?

When ticked (the default), the refund shown goes back to the guest’s original payment. Untick it to make the change and keep the money.

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What does “A buyout is one price for the whole venue — changing the party size doesn’t change what’s owed.” mean?

The experience books the whole venue for one price, so adding or removing guests does not change the money.

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What does “No change to what’s owed.” mean?

Your change moves no money: for example, the same experience at a different time.

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What does “Table assignments clear and any open payment link is voided.” mean?

Moving to another date, time or experience frees the party’s table, and cancels any unpaid payment link, because it quotes the old time or price. Assign a table again and create a new link if needed.

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Why is “Update reservation” greyed out?

Either nothing has changed and there is no reason typed, or you changed the date or experience and have not chosen a time yet.

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Edit reservation › When something is refused

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What does the “This change doesn’t fit” banner mean?

The change would put more guests into a time than it takes, the party is outside the experience’s size range, or an online guest is in checkout for that time. You can override it: tick Overbook — apply this change anyway and press Update reservation again. The time will then show over capacity in Host and availability, and the override is recorded on the timeline. See also: Edit a reservation

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What does “Now press Update reservation again. The override lands on the timeline.” mean?

You ticked the overbook box, which only arms the override. The change applies when you press Update reservation again.

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Why did the overbook box untick itself?

You changed the party size after ticking it. The override is cleared so it never applies to a change you have not reviewed; tick it again if you still mean it.

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Why isn’t there an overbook option?

The refusal is not about capacity: the time no longer exists, the date is closed, or a private event has the whole venue. Overbooking can only add guests to a real time, not create one.

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What does “That time is now full for a party of 6 — it may have just been taken. Pick another time.” mean?

The time filled up between loading the list and pressing update. Pick another time, or tick the overbook box to use it anyway.

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What does “No table can seat a party of 6 at that time.” mean?

No free table or table pair fits the party at that time. Pick another time, or overbook on purpose.

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What does “A party of 10 is outside this experience’s size limits.” or “Estate Tasting takes parties of 2 to 8.” mean?

The party size is below the experience’s minimum or above its maximum. Change the party size, or tick the overbook box to allow it anyway.

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What does “A private event books the whole venue at that time.” mean?

A whole-venue reservation takes that time, so nothing else can go there and it cannot be overridden. Pick another time or venue.

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What does “Someone is checking out for that time right now…” mean?

An online guest is in checkout for that time and their place is held. It frees up within about 12 minutes if they do not finish, or you can override to book anyway.

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What does “That time is no longer offered — pick a time from the list.” mean?

The schedule changed and the time you picked no longer exists. Choose one of the times listed now.

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What does “The new size doesn’t fit this slot” mean?

There is not enough room at the reservation’s time for the new party size. Choose another time, or tick the overbook box to allow it.

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What does “The date/experience change applied, but the party size didn’t: …” mean?

The move to the new date or experience worked, but the party size change was refused for the reason that follows. The reservation is now at its new time with its old party size; fix the party size and update again.

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What does “Nothing has been changed” mean?

You pressed Update reservation without changing anything or typing a reason.

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What does “Pick a time for the new date” mean?

You changed the date or experience without choosing a time. Choose one from the Time list.

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What does “Party size must be a positive number” mean?

The party size is empty, zero or not a number. Enter at least 1.

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What does “The reservation changed while moving it — refresh and retry.” mean?

Someone else changed this reservation at the same moment, so the move was stopped. Reload the page and make the change again.