A reservation is Pending when its facility's Workflow Type is set to Pending/Approval. To decide, open the reservation from the customer's Reservations tab (or the Facility Reservations dashboard), click Edit next to Reservation Status and click Approve or Reject. The customer paid at checkout; rejecting opens Cancel Reservation, where you choose the refund.

Applies to: Admins with access to customer accounts · Organizations with the Facility module · Facilities whose Workflow Type is Pending/Approval

Where: Customers > Account Management > Search > (account) > Reservations; Reports > Report Dashboards > Facility Reservations; Facility Reservation > Facilities > (facility) > Reservation (Workflow Type)

Why a reservation is Pending

• Each facility has a Workflow Type on its Reservation tab. With Pending/Approval, every new reservation for that facility waits for an admin. With None, a reservation is confirmed as soon as the customer checks out.
• Checkout works as usual: a card is charged when the customer places the order. Approving charges nothing more, and rejecting refunds nothing on its own: you choose the refund when you reject.
• The customer sees "Note: This item is pending approval." at checkout and on the order confirmation, the order email marks the item as pending approval, and My Account > Reservations shows its Status as Pending.
• A pending reservation doesn't hold the time. It isn't on the facility's Calendar or the Master Calendar, and other customers can still book that time until a reservation for it is approved.

Approve or reject a reservation

1. Go to Customers > Account Management > Search and open the customer's account.
2. Click Reservations. Each pending reservation reads Pending in the Status column.
3. Click the reservation's pencil icon (Edit).
4. Read any warning at the top of the page. A warning means the time is no longer free, for example because another reservation for it was approved (see If it doesn't work).
5. Next to Reservation Status, click Edit.
6. Click Approve, or click Reject.

Approve takes effect at once, with no Save: Reservation Status reads Approved, the reservation holds the time and shows on the calendars, and the customer gets an email titled "Facility Reservation Approved For (facility)" saying it "has been approved."

Reject opens the Cancel Reservation page. Choose the refund (below) and click Confirm, or click Do Not Cancel to go back. On Confirm, the reservation is canceled and marked Rejected, and the customer gets an email titled "Facility Reservation Rejected For (facility)".

Choose the refund when you reject

• Refund Credit Card refunds the card. It's offered only when the order was paid by card at least 24 hours ago, was paid in full, has had nothing refunded and holds only this reservation. Check the Reservation Refund Amount, tick any add-ons to refund, and click Confirm.
• Credit adds the Credit Amount to the customer's account balance.
• No Refund cancels without refunding.

For an order paid another way, such as cash or check, the page offers only a Credit Amount. Within 24 hours of the order, Refund Credit Card isn't offered yet; wait until 24 hours have passed to reject with a card refund, or choose Credit.

Find every pending reservation

1. Go to Reports > Report Dashboards > Facility Reservations.
2. In the Dashboard Configuration panel, choose the Facility (or All) and set Reservation Status to Requested.
3. Set the Date Range wide enough, or clear it. It filters by the reservation's date and starts on today.
4. Click Apply. Pending reservations read Requested in the Reservation Status column.
5. Click a row's Options icon and choose Approve/Edit Reservation. The reservation opens in a new tab.

Turn approval on or off for a facility

1. Go to Facility Reservation > Facilities and click the facility.
2. Click the Reservation tab.
3. Under Online Reservation, set Workflow Type to Pending/Approval, or to None so reservations are confirmed at checkout and hold their time right away.
4. Optional: in Order Copy To, enter the email addresses, separated by commas, that should get a copy of each order email for this facility, so you hear about new requests.
5. Click Save. You'll see "Facility updated."

The change applies to new reservations only; a reservation that's already Pending stays Pending until you approve or reject it.

If it doesn't work

• There's no Edit button next to Reservation Status. The reservation was already approved or rejected. If there's no Reservation Status at all, its facility's Workflow Type was None when it was booked, so it was confirmed at checkout.
• The page opens with "The selected facility reservation date is not available. There may be a reservation already for this date or the facility availability is not setup." (for a day-use facility, "The selected facility reservation date(s) are not available. There may be a reservation already for this date range or the facility availability is not setup."). The time is taken by a confirmed reservation, blocked, or outside the facility's availability. Approve doesn't check again, so look at the facility's Calendar, then reject it or click Edit next to Reserved For to change the date or time first.
• "The selected facility reservation period is shorter or longer than the reservation configuration." The reservation's times don't match the facility's set time slots.
• Two customers asked for the same time. Approving one doesn't cancel the other. When you open the other one, you'll see the warning above; reject it.
• Refund Credit Card isn't in the Refund Type list. The order is less than 24 hours old, was partly refunded, wasn't paid in full or holds more than one reservation. Choose Credit, or see How to Cancel a Facility Reservation.
• "Cannot refund for more than the available amount." Lower the Reservation Refund Amount or untick an add-on.
• "Invalid "Order Copy To" entry. Use commas to separate email addresses if more than one." Check each address and separate them with commas.

Good to know

• When you book a reservation for a customer with Place Order at a facility that uses approval, a Workflow Type box lets you choose Pending or Approved. Approved confirms it right away.
• Moving a reservation to another facility (Edit next to Facility) makes it Pending when it moves from a facility without approval to one with approval, and confirms it when the new facility doesn't use approval.
• If you cancel an approved reservation at a facility that uses approval, the customer is emailed that it was rejected.
• The approval emails go to the account holder's email address.

Related articles

• How to Cancel a Facility Reservation
• How to set up your Facility Reservation
• How do I reserve a Facility for a customer as an Admin?
• How to reserve a Facility: Customer Instructions