Why did a booking fail?
This article explains how Clovo records bookings that did not go through, where you can find those records, and how to read them so you can see exactly why a client missed out on a class they were trying to book.
A “failed booking” is captured any time a client (or a staff member booking on their behalf) attempted to book a class and the system refused the booking. The attempt is stored alongside the reason it failed, so you can answer questions like “why couldn’t Sarah book Friday Pilates?” without guessing.
What Counts As A Failed Booking
A failed booking is recorded when a booking attempt is rejected for a reason such as:
- Class full — the class had no remaining spots.
- No active membership or credits — the client had nothing to book against.
- Class type not allowed — the client’s membership plan does not include this class type.
- Class allocation exhausted — the client has a plan that includes this class type, but they have already used their allowed credits in the current window.
- Class cancelled — the class instance was cancelled.
- Membership paused — the membership is currently paused.
- Membership ends before class — the membership is scheduled to end before the class date.
- Priority booking window — the booking window for that client tier had not opened yet.
- Waitlist locked — the class is in a waitlist-only state and the client is not on the waitlist
Each failed booking also records where the attempt came from, for example the Client App, the Booking Page, Staff Booking, Direct Purchase, or Waitlist.
Where Failed Bookings Appear In Clovo
Failed bookings are surfaced in the places staff are already looking when a client asks “why didn’t my booking go through?”
1. The Class Occurrence Page
Open any class occurrence (a specific date and time of a class). If anyone tried to book that occurrence and was rejected, you will see a Failed bookings section listing each attempt with the client, the failure reason, and when it happened.
This view is useful when you are looking at a class and want to know who else tried to get in.
2. The Membership Page
Open a client’s membership. If any booking attempts linked to that membership were rejected, a Failed bookings section appears listing every attempt for the membership, with the class name, the failure reason, and when the attempt was made.
This view is useful when a client contacts you about a missing booking — you can open their membership and see the rejected attempts in one place.
3. Class Lists With Failed Counts
In class lists and schedules, occurrences that have failed booking attempts show a small failed indicator next to the booking counts. This lets staff quickly spot classes with rejected attempts without opening each occurrence.
4. The Failed Booking Detail Page
Clicking any failed booking entry opens the full detail page for that attempt. This is the most important screen — it shows everything Clovo recorded about why the booking did not go through.
How To Read The Failed Booking Detail Page
The detail page is designed so you can answer a client’s question without piecing together information from multiple places. It shows:
- Class — the class name and the occurrence date and time, with a link to the class occurrence.
- Client — the client who attempted the booking, with a link to their profile. If the booking was for a family member or other profile, that profile is shown too.
- Membership — the membership that was used in the attempt (if any), with a link to the membership.
- Reason — the failure reason as a badge. If Clovo has extra detail to add (for example which class types or windows applied) it is shown directly under the badge.
- Source — where the attempt came from (Client App, Booking Page, Staff Booking, Direct Purchase, Waitlist).
- When — the exact date and time of the attempt.
The “Why It Was Exhausted” Breakdown
For attempts that failed because the class allocation was exhausted, the page includes an extra Why it was exhausted explanation. This shows:
- the booking window Clovo evaluated (for example the membership period, or a strict renewal window).
- the credit usage in that window: how many credits the plan allows, how many were already used, and how many were left for the class the client was trying to book.
- a note when the class fell outside the usable window, which is often the real cause (the client picked a class that is in a different membership cycle).
The “Bookings That Consumed This Allocation” List
When a booking was blocked because the allocation was exhausted, the page also lists every unrefunded booking that counted against that allocation in the same window.
Each row shows:
- the class and occurrence date the credit was claimed against.
- the booked at timestamp (when the booking was created).
- a View link that opens the booking detail, so you can inspect or cancel it if it was made in error.
This list lets you walk through the bookings one by one when you need to find which booking pushed the client over their allowance — for example to refund a booking the client did not intend to make.
Common Questions
Why Don’t I See Any Failed Bookings?
This usually means no rejected booking attempts have been recorded for that client, membership, or occurrence. Failed bookings only appear when someone has actually tried to book and the booking was refused.
A Client Says They Tried To Book But I Can’t Find A Failed Booking — What Now?
Check that you are looking at the right client and the right occurrence. If the client tells you they tried to book a class that is no longer on the schedule, look at the class occurrence first; if the class is the right one but the client is wrong, the membership view is often quicker. If there really is no failed booking record, the attempt may not have reached Clovo (for example a network error in the client app before the booking request was sent).
What Does “Booking Window” Mean In The Allocation Breakdown?
The booking window is the date range Clovo used to count the client’s credits for that class type. For most memberships this is the current membership period. For plans that use strict renewal windows, it is the window the class occurrence falls into. The dates shown on the breakdown are the exact range that was evaluated.
Why Does The Page Say The Class Was Outside The Usable Window?
This means the class the client tried to book did not fall inside the current allocation window for their membership. The most common case is a class in a future renewal cycle: the client has unused credits, but they belong to a different period than the class.
How Does The “Bookings That Consumed This Allocation” List Decide What To Show?
It lists every unrefunded booking (claim) for the same membership, in the same window, that counts against the same class allowance as the class the client was trying to book. If two class types share an allowance (for example “1 of Pilates or Yoga”), bookings for either class will be listed because both count against the same allowance.
What Should I Do If The Client Was Blocked By Mistake?
If the failure was caused by a booking the client did not intend to make:
- Open the Bookings that consumed this allocation list.
- Click View on the booking that was made in error.
- Cancel and refund the credit from the booking detail page.
- Ask the client to retry the original booking.
If the failure was caused by a membership issue (paused, finalised, ends before class), resolve the membership issue first.
