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.

Nothing expires on its own

What you do today when someone books and doesn’t pay (or you don’t get around to confirming):

1. Open the booking from the Calendar or from Bookings → Status: Pending.
2. To free the slot, 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.

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

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.

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 or the WhatsApp button.

Frees the slot: yes.

A booking that is already completed, rejected, cancelled or marked as no-show cannot be cancelled.

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.

There is no automatic completion: if you don’t mark it, the booking stays confirmed forever.

Notifies: nothing. Marking as completed 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.

Notifies: nothing.

Shows up in: the period’s no-show counter and the client’s history. If no-shows go over 10% of the period, Analytics 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