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# FAQs with D: Rental Booking Appointment 

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.

### 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?

D: Rental Booking Appointment 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, 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.


## Payment & Finance

### 12. Does D: Rental Booking Appointment take a commission per booking?

No. D: Rental Booking Appointment 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:
```css
.bn-widget * {
  font-family: 'Your Brand Font', sans-serif !important;
}
```

### 17. Can I translate the widget into multiple languages?

D: Rental Booking Appointment currently supports **only one set of text labels**. Workaround: use Shopify Markets with separate stores per region.


## 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

| Check | How |
| ---- |
| Service is `Active`? | Service tab → check status |
| Product linked correctly? | Service config → check product |
| Variants ticked? | Some variants unticked → no widget |
| Widget Status is `Active`? | Home page → Widget Status |

### 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 **D: Rental Booking Appointment** → toggle ON.
4. Click **Save**.

### Step 4 — Check console errors

Open DevTools (F12) → **Console** tab → look for "D: Rental Booking Appointment" / "widget" errors. Screenshot → send to support.

## Symptom 2 — Calendar doesn't load

| Cause | How to check |
| ---- |
| No Rental days ticked | Service → Availability → tick at least one day |
| Blocked dates cover everything | Temporarily turn off the Blocked dates toggle |
| Lead time + Look ahead conflict | Look ahead must be > Lead time |
| JS conflict with theme | Disable other apps to test |

## 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 — D: Rental Booking Appointment loads slowly or won't open

1. **Status page** — check if D: Rental Booking Appointment 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 D: Rental Booking Appointment 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.