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Help a client who is stuck

Now and then a client emails that a link “isn’t working.” Almost always it is one of a few expected states, not a bug. Here is what each one means and how to get them unstuck.

When you send a revised proposal, or the client accepts one option from a set, the older links stop being live. The client’s page shows a short note that the version was updated or that another option was already accepted, with a link to the current one. Point them at that link, or send the newest one from the event.

The client cannot find a time to book

The booking page only offers times you are genuinely free. If it looks empty, either your calendar (and the team’s) is full for the booking window, or no one is set up to take bookings. Open more availability or reply with a few specific times. If a client says a slot vanished just as they clicked it, someone else took that time; the page reloads with what is still open, so ask them to pick again.

They booked but want to change it

Every confirmation email carries a manage link with Reschedule and Cancel appointment. Up to your cutoff, the client changes it themselves and everyone is notified. Inside the cutoff, the page asks them to call you, and you reschedule or cancel from the appointment in Florio. If a client tries to book a second time on the same link, the page simply shows the appointment they already have, with the manage link.

They approved but the payment did not go through

On an order where you are collecting payment, a declined card does not undo the approval: the order stands as approved and unpaid, and you follow up for the money. The whole flow, and how to charge the saved card yourself later, is in Send an order for client sign-off.

Links can be set to expire. If a client says the page will not let them sign, generate and send a fresh link. Nothing they entered earlier is lost, and the new link picks up right where they were.

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