Your customers may report not having received certain booking notifications.
The general guideline is as follows:
If only one (or some) customer(s) is reporting this issue, the cause is most likely linked to the customer(s). In other words, the notification was in fact sent, but something related to the customer's action(s), device(s) or settings prevented the notification from being received or stored.
If all (or many) of your customers are reporting this issue, the cause is most likely linked to Booxi. To confirm, please consult our status page, and subscribe to our updates to be notified in real-time of any status changes.
Most common causes
The customer received the reminder, but deleted it (intentionally or unintentionally).
The customer received the reminder, but doesn’t remember having received it.
Emails are redirected to the customer’s spam or junk folder due to email filters.
The customer's email address and/or phone number were entered incorrectly.
The customer is in a region that does not support SMS messaging. The regions include:
Ghana
Morocco
Niger
Oman
Philippines
Saudi Arabia
Senegal
Singapore
Zimbabwe
Uncommon causes
Email-related:
The customer setup email filtering rules that inadvertently block or redirect the emails.
The customer changed their email address.
The customer’s inbox is full, preventing new messages from being delivered.
The customer is not receiving emails due to phone settings (e.g. airplane mode is enabled, mobile data setting is disabled, etc.)
SMS-related:
Network or carrier problems are causing SMS delivery failures or delays.
The customer's phone number is outdated, disconnected, or invalid.
The customer settings are set up to block messages from unknown or specific numbers.
The customer’s phone is turned off, out of service range, or experiencing issues.
The customer exceeded their daily/monthly SMS intake limit.
The customer changed their phone number.
Related to Booxi settings:
You created a booking that is set to occur after the reminder is scheduled to be sent. For example: your reminder is set to occur 60 minutes before the scheduled appointment time, but you create the appointment 45 minutes prior to its start time. In this case, no reminder will be sent.
If you edit the reminder setting, bookings whose reminders were already sent will not be sent again. For example: your setting is for reminders to be sent 5 hours before the start time; it is currently 4 hours before the appointment (the reminder was already sent). Then, you edit the reminder setting to be 2 hours before the start time; in this case, no additional reminder will be sent when the 2-hour mark arrives.
When you activate the additional reminder setting, reminders will not be sent for existing bookings, only new ones (i.e. bookings you create from the moment you activate the reminder setting(s)).
Please check each of these options to determine what may be the cause. If none of these options apply, contact us for further assistance.