This page covers two parts: FAQs (frequently asked questions) and Troubleshooting (technical issue resolution).

Part 1 — FAQs

Setup & Configuration

1. I created a service but customers don't see the Book Now button. Why?

3 common causes:

• Widget not active. Go to Home → Widget Status → click Active widget. This is the #1 cause.
• Product not linked to a service. The widget only appears on products linked to a service.
• Theme cache. Open the storefront in an incognito tab or hit Ctrl+F5.

→ 02. Initial Setup

2. Why can't 2 services share the same variant?

This is by design (anti-conflict), not a bug. Each variant belongs to one service only. Solutions: create 2 separate Shopify products, or merge into a single service.

3. I changed Store Timezone — why don't existing bookings update?

Existing bookings keep the timezone from when they were created — this is intentional and safe. Set the timezone correctly from the start, and avoid changing it later.

4. I don't see a "Consulting" option when creating a service?

Consulting is "Coming Soon" — currently only Rental and Workshop are supported.

Bookings & Operations

5. The customer paid the deposit — how do I collect the rest?

Booknatic doesn't auto-charge. Manual collection methods:

• In person — cash or card via POS.
• Online — create a Draft Order in Shopify with the remaining balance, send the payment link.
• Payment link — Stripe Payment Link, PayPal.me, QR code transfer.

6. The customer canceled — how do I refund the deposit?

1. Booking Manager → set status to Canceled.
2. Shopify admin → Orders → find the order → Refund.
3. Add a note to the booking: "Refunded $X via Shopify on [date]".

7. The customer requested a reschedule — how do I do it?

1. Booking Manager → search the booking → Manage.
2. Set status to Reschedule.
3. Click a slot → pick a new date/time.
4. Confirm — the customer gets the rescheduled email.
5. Set status back to Confirmed.

8. Can I edit a Confirmed booking?

• ✅ Editable: date/time (via reschedule), quantity (decrease only), shipping method, notes.
• ❌ Not editable: service (cancel + create new order), already-booked variant.

Email & Notifications

9. The customer reports they didn't get the confirmation email. What now?

Check in this order:

1. Spam folder — the #1 cause.
2. Is the email correct? Booking Manager → check the email field.
3. Is the email enabled for the service? Notification tab → check the Booking confirmed toggle.
4. Is the template valid? Settings → Notification → check subject + content.

10. Can I send multiple reminders?

Yes. Notification tab → Booking reminder → enable 2 reminders (24h + 2h before).

11. How do I send different confirmation emails for service A and B?

1. Settings → Notification → Booking confirmed → + Add mail sample.
2. Name it clearly, edit content.
3. In the Notification tab of service A → select the new template from the dropdown.

→ 13. Email Templates

Payment & Finance

12. Does Booknatic take a commission per booking?

No. Booknatic is a Shopify app on a monthly subscription. Customer payments via checkout go directly into your Shopify account.

13. Will changing variant pricing affect existing bookings?

No. Existing bookings keep the price they were booked at.

14. How do I apply a discount code to a booking?

Discounts are handled at Shopify checkout. Create the code in Shopify admin → Discounts, and customers enter it at checkout.

Display & Appearance

15. The calendar in the widget doesn't load. Why?

3 common causes:

• Theme JS conflict — see Troubleshooting below.
• Service has no availability — no Rental days ticked, or all dates blocked.
• Lead time + Look ahead conflict — Lead time = 7 days, Look ahead = 5 days → no valid date.

16. How do I change the widget font to my brand font?

Use Advanced CSS in the Popup Design tab:

.bn-widget * {
  font-family: 'Your Brand Font', sans-serif !important;
}

17. Can I translate the widget into multiple languages?

Booknatic currently supports only one set of text labels. Workaround: use Shopify Markets with separate stores per region.

→ 17. Widget Text & Localization

Data & Reporting

18. The CSV export shows broken Unicode characters in Excel. How do I fix it?

Encoding issue when the file contains special characters (Vietnamese, Chinese, accented characters...):

• Open with Google Sheets — UTF-8 by default.
• Or in Excel: Data → From Text/CSV → File origin: 65001 (UTF-8).

19. Is there an automatic backup for bookings?

Not yet. Manual: each week, Export CSV → save to a backup folder named bookings-YYYY-MM-DD.csv.

20. The Bookings and Revenue KPIs don't match my Shopify orders?

Reasons:

• Bookings = number of bookings, Revenue = sum of booking prices.
• Shopify orders include non-booking products too.
• Refunds may not be synced yet — wait a few minutes.

Part 2 — Troubleshooting

Symptom 1 — Widget not showing on storefront

Step 1 — Verify basic setup

Step 2 — Clear cache

• Force refresh: Ctrl+F5 (Windows) / Cmd+Shift+R (Mac).
• Test in an incognito tab — no cache.

Step 3 — Check App embed

1. Shopify admin → Online Store → Themes → Customize.
2. Click App embeds in the left sidebar (puzzle icon).
3. Find Booknatic → toggle ON.
4. Click Save.

Step 4 — Check console errors

Open DevTools (F12) → Console tab → look for "booknatic" / "widget" errors. Screenshot → send to support.

Symptom 2 — Calendar doesn't load

Symptom 3 — Booking not appearing in Booking Manager

1. Filter — Date = Custom (All time), Status = All status, Service = All. Check all 3 Service Type tabs.
2. Check Shopify order — search the customer's email in Shopify Orders. Order exists but no booking → sync issue, wait 5-10 minutes.
3. Check payment status — order in Pending / Authorized → customer hasn't completed payment.

Symptom 4 — Email not sending

1. Email settings — Notification tab toggle ON? Template valid?
2. Customer email correct — check the email field (typo?).
3. Spam folder — ask the customer to check spam, mark "Not spam".
4. Domain reputation — Shopify admin → Settings → Notifications → set the sender email to a verified domain (SPF/DKIM).

Symptom 5 — Booknatic loads slowly or won't open

1. Status page — check if Booknatic has downtime.
2. Browser — clear cache + cookies, test another browser.
3. Disable extensions — especially ad blockers and privacy extensions.
4. Network — test on a mobile hotspot.

Symptom 6 — Discount code not applying

1. Shopify admin → Discounts → is the code Active? Eligible products include the booking? Date range still valid?
2. Test on a regular product — if it works there, the issue is in the discount config for the booking product.

When to contact support

Contact Booknatic support if:

• You've tried the steps above and the issue isn't fixed.
• The issue affects multiple customers / multiple days.
• Data loss (booking missing, refund not syncing).
• Billing-related issues.

What to prepare:

• Shopify store name (yourstore.myshopify.com).
• Booking ID / order ID involved.
• Screenshots of the error (especially console errors).
• A description of the steps you've tried.

Updated on: 12/05/2026