What happens when an order comes in?
10% per transactionOrder management: accept, decline or propose a change to the client
Bookings from PawsPet land in the Orders tab, as a list or a Kanban board. You have up to 48 hours, or less if the appointment is sooner, to accept them, decline them or propose another price; if you do not reply, the order is cancelled and the client does not pay.
No recurring costs, just 10% per transaction, on the prices you set.
- The order comes inThe notification and the card under «Pending», on your phone and on your computer, with the time left to reply.
- You accept and confirmYou tap «Accept», add a message for the client if you like, and confirm with «Confirm».
- It moves to «Scheduled»It changes column only after your reply: cards are never dragged. The client sees «Accepted» in their app.
«Your turn»: see at once what awaits a reply
As a list or on a six-column Kanban board, the «Your turn» filter shows only the orders waiting for you, with the time left to reply.
«Your turn» only the orders where the next move is yours: replying to a request or updating the status.
«Open» and «Closed» orders in progress on one side, completed, rejected or cancelled ones on the other.
«Client / Pet», «Service», «Date» find the orders of a client, a service or a period in a moment.
Kanban six columns from request to completion, each with the number of orders and the total in euros.
Accept, decline or propose changes
You accept with an optional message, decline by explaining why in at least 30 characters, or propose changes: the price of a line, an item you cannot offer, an extra item. The client accepts the proposal.
Accept, with a message if you like
Tap «Accept» in the order or straight on the Kanban card, write a message for the client if you need to, and confirm with «Confirm». The order moves to «Scheduled».
The client sees the new status in their PawsPet app, and every step stays in the «Status history».
Reject and explain why
With «Reject» you write the «Rejection reason»: it needs at least 30 characters, otherwise «Confirm» stays disabled.
The client reads the reason and does not pay: the authorisation on the card is cancelled.
Propose changes instead of saying no
Change the «Line price», mark what you cannot do as «Cannot offer» and add an extra with «Add item». With «Send proposal» the order becomes «Waiting for the customer», who accepts or rejects it.
If the total goes down, the difference is refunded automatically; if it goes up, the client is asked to pay it. The proposal changes prices and items, not the date: for another day, talk in the order chat.
The stages of an order
Request, acceptance, service, delivery and payout: at every step the order changes status and the client sees it in the app. You talk it over in the order chat.
Request
The client picks a free slot and pays by card on PawsPet: the amount is held on the card.
Pending
You have up to 48 hours to reply.
less, if the appointment is sooner
Accepted
You accept, reject or propose changes: the client sees it in the app.
Completed
You do the service, mark it as delivered and the client confirms.
Balance
Your net amount moves to your Stripe account when the client confirms, or automatically 7 days after you mark the delivery.
Bank transfer
Stripe transfers it to your IBAN: you see balance and transfers in «Payouts».
We pay the Stripe fees.
If you do not reply by the deadline
The countdown changes colour when less than 6 hours are left. If the deadline passes, the order is cancelled on its own and the hold on the card is released: the client does not pay.
As soon as it arrives
ExampleUp to 48 hours from the request, or until the appointment time if that comes first.
Less than 6 hours
The countdown changes colour, on the card and in the order details.
Expired
The order cancels itself for inactivity and the authorisation on the card is cancelled: the client does not pay.
After you accept there is another deadline: updating the delivery status, otherwise the order is cancelled.
How you handle an order in the app
Open the «Orders» tab and find the request
In PawsPet Business tap «Orders» in the bottom bar: the list opens, newest first. With the «Your turn» pill you see only what is waiting for your reply; with the icon at the top right you switch to the Kanban. Each card shows the service, status, client, amount and a countdown to the deadline.
Accept, decline or propose changes
Open an order in «Waiting for the merchant» status and use the buttons at the bottom: «Accept» with an optional message, then «Confirm»; «Reject» with a reason of at least 30 characters; «Propose changes» to adjust prices or lines, then «Send proposal». The client sees the new status in their app.
Update the status through to completion
Once the order is accepted, «Update status» offers «Mark in progress», «Mark as delivered» and «Unable to deliver». If the payment is pre-authorised, «Collect payment» charges the card. From the «Chat» tab you write to the client; every step is recorded in the «Status history».
Frequently asked questions about managing orders
- In the «Orders» tab of PawsPet Business open the order in «Waiting for the merchant» status, or use the buttons on the card in the Kanban view. With «Accept» you can write a message to the client, then «Confirm». With «Reject» you must give a reason of at least 30 characters: without it you cannot confirm. The client sees the new status in their app.
- Open the order and tap «Propose changes»: tap «Cannot offer» on the line you cannot provide, adjust the «Line price» of the others, add an extra item with «Add item» if needed and explain why in «Note for the customer». With «Send proposal» the order moves to «Waiting for the customer», who sees the old and new prices side by side and accepts or declines.
- It is cancelled automatically for inactivity. Every pending order has an «Expiration» box with a countdown, also shown on the card in the list and in the Kanban; under 6 hours it changes colour. The same applies after acceptance: you have a time limit to update the delivery status, otherwise the order is cancelled.
- Switch to the Kanban view from the icon at the top right of the «Orders» tab: six columns, «Pending», «Scheduled», «In progress», «Refunds», «Cancelled» and «Completed», each with its order count and total in euros. Cards cannot be dragged: an order changes column only when you perform an action. On the Dashboard, «Pending orders» shows the same count.
- No: there are no recurring costs. PawsPet keeps just 10% per transaction, and you see it in the order details under «Your earnings», together with the net amount you receive. The money reaches your Stripe account when the client confirms delivery, or automatically 7 days after «Mark as delivered», not when you accept the order.
Sign up your business and manage orders anywhere
No recurring costs, just 10% per transaction, on the prices you set. Sign up from the app or your computer.
Free, with no subscription: create your account and business profile from your computer or phone, at app.pawspet.it.
Or download the PawsPet Business app
App screenshots with demonstration or test data.