> For the complete documentation index, see [llms.txt](https://docs.diro.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.diro.app/en/booking/customer-booking-flow.md).

# Customer Booking Flow

## Step by step

```mermaid
flowchart TD
  A["Open storefront"] --> B["Choose service"]
  B --> C["Choose branch"]
  C --> D["Choose date"]
  D --> E["Choose slot & provider"]
  E --> F["Add add-ons<br/>(optional)"]
  F --> G["Fill in details & verify<br/>phone number (OTP)"]
  G --> H["Use voucher or<br/>membership (optional)"]
  H --> I["Checkout & choose<br/>payment method"]
  I --> J{"Payment"}
  J -->|"Successful"| K["Booking CONFIRMED<br/>email + invoice sent"]
  J -->|"Expired"| L["Booking cancelled<br/>voucher quota restored"]
```

## Booking status

| Status               | Meaning                                                              | What you need to do                                            |
| -------------------- | -------------------------------------------------------------------- | -------------------------------------------------------------- |
| **Awaiting payment** | Booking created, payment not yet received. Slot is held temporarily. | Nothing needed. The system waits until the deadline.           |
| **Confirmed**        | Payment received. Slot is locked.                                    | Prepare the service according to the schedule.                 |
| **Completed**        | The service has been performed.                                      | Provider commission is calculated from this booking.           |
| **Cancelled**        | Cancelled by the customer, by you, or because payment expired.       | Check the refund rules under Settings → Setting → Payment tab. |

## Booking on your side

You can also create a booking yourself from **Booking → Booking → Add**. This is for walk-ins, phone calls, or customers who come in person. Internal bookings can be marked as paid in cash, and are still included in reports and commission calculations.

## Phone number verification

Customers verify their phone number with an OTP code when booking. This ensures the contact number is valid and reduces fake bookings and no-shows.

## Held slots

When a customer reaches the payment page, their slot is held so no one else can take it. If payment is not completed by the deadline, the slot is released automatically and becomes available again.

{% hint style="info" %}
If a customer has already paid but their booking has expired because bank confirmation arrived late, the system recovers it automatically. You don't need to create the booking again manually.
{% endhint %}


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