Booking statuses: pending, confirmed, completed, no-show, cancelled

Every booking in Citauno is in one of 8 statuses. This is the complete reference.

Status table

What status a booking is born with

Which statuses hold the slot

They occupy the slot and block new bookings: pending, confirmed, rescheduled, completed and no-show.

They release the slot: rejected, cancelled by client and cancelled by business.

That’s why an unresolved pending booking keeps sitting on that time.

What changes on its own

There are two status changes the system makes by itself, as time passes. It checks once an hour, so each can land up to an hour after its deadline.

How to handle pending bookings:

1. Open the booking from the Calendar or from Bookings → Status: Pending.
2. To free the slot sooner, tap Reject (or Cancel booking). Both release the time and email the client.
3. If the client can still pay, leave it: the booking confirms itself when the payment lands. Each payment link expires after half an hour, but the Pay deposit button on their booking page generates a fresh one as many times as needed, until the 24 hours are up.

It’s worth reviewing pending bookings once a day. The Dashboard collects them under “Pending confirmation”, and the pending counter sits at the top.

If a booking was completed automatically but the client didn’t come, correct it: the calendar popup still offers Mark as no-show, and the booking page has the Correct status card.

When each status applies

pending

When it appears: an incoming booking in manual mode, a booking whose deposit hasn’t been paid, or a booking you created choosing “Pending” as the initial status.

Holds the slot: yes.

Notifies: the client gets the “Your booking at …” email, which carries the .ics file and — when there’s a deposit — the link to their booking page with the Pay deposit button. You only get an alert if you turned on “Email me when new bookings come in” in Settings.

confirmed

When it appears: you tap Confirm, the client pays what was owed up front, the client confirms from their link/WhatsApp, or a booking comes in under automatic mode.

Notifies: the “Booking confirmed at …!” email to the client. The calendar file travelled with the first email, so this one has no attachment.

Notifies the team: the assigned professional gets the calendar invitation when the booking is created, not when it is confirmed.

rejected

When it appears: you tap Reject on the Dashboard or on the booking page, or the system rejects it because the deposit wasn’t paid within 24 hours (see above).

Frees the slot: yes.

Notifies: a cancellation email to the client, with a button to book again.

cancelled_by_client

When it appears: the client cancels from their booking link, the email, the WhatsApp button or “My bookings” in their account.

Frees the slot: yes.

The client can cancel only a pending or confirmed booking. One that is already completed, rejected, cancelled, marked as no-show or in the legacy rescheduled status cannot be cancelled: the email link says so before showing the button.

cancelled_by_business

When it appears: you tap Cancel booking on the calendar or on the booking page.

Frees the slot: yes.

Notifies: a cancellation email to the client and, if the professional had the event on their calendar, the matching cancellation.

rescheduled

Legacy status. The reschedule flow does not use it: it moves the booking and keeps its status. Only an old booking, or one somebody set by hand with “Correct status”, ends up here.

completed

When it appears: you tap Mark as completed (the button only shows on a confirmed booking), or the system completes it 2 hours after the appointment ended.

Notifies: nothing. Completing a booking, by hand or automatically, sends the client no message.

Shows up in: the period’s revenue, average ticket, most-requested services and the client’s history.

no_show

When it appears: you tap Mark as no-show. If the appointment hasn’t happened yet, the system asks you to confirm first. You can also mark it on a booking the system completed automatically.

Notifies: nothing.

Shows up in: the period’s no-show counter and the client’s history. If you have the Analytics module and no-shows go over 10% of the period’s bookings, it flags it as a suggestion.

Deposits and refunds

Charging a deposit up front doesn’t change this status table: the booking stays pending until the payment lands, and then becomes confirmed.

There are no automatic refunds. The cancellation policy is free text you write in Settings and the client reads on your public page and when cancelling; returning or keeping a deposit happens outside Citauno.

Booking source

Besides the status, every booking records how it was created. The source never changes, and you can read it on the “Booking created from …” line in the booking’s History.

There is no import source: booking imports from another system don’t exist yet.

Transition rules

Rescheduling is not a transition: it changes the date and keeps the status.

A client with an unpaid deposit cannot confirm from the link on their own: the payment is the confirmation, and the system tells them the booking will be confirmed once the deposit arrives.

How to change a status manually

1. Go to the Calendar and tap the booking (or open it from Bookings).
2. Use the button that applies: Confirm, Cancel booking, Mark as completed or Mark as no-show.
3. Confirm in the dialog that appears. It warns you when the change sends an email, and when you’re marking something ahead of time.

There is no “notify the client” checkbox: confirming, rejecting and cancelling always email the client if they have an address; completing and no-show never do.

How to correct a final status

If you marked a no-show by mistake, rejected the wrong booking or cancelled the wrong one:

1. Go to Bookings and filter by that status.
2. Open the booking.
3. In the “Correct status” card, pick the right status and tap Save.

The card only appears when the booking is in a final status (completed, no-show, rejected or cancelled).

Correcting a status doesn’t send any email either. If you bring a booking back, tell the client yourself.

Statuses in reports

These metrics live in Analytics, a module switched on by request from More features.