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Symptoms index
Page summary: Start from what the customer sees, then find the rule behind it.
Use this when: Use this during support or QA when something looks wrong and you need the shortest path to an explanation.
- First identify the exact surface and status being observed.
- Treat likely explanations as routing hints, not proof.
- Follow the linked rule when the consequence matters.
Start here when something looks wrong for a customer. Find the symptom, follow it to the rule.
Draft. Built from the booking status, prices, availability and partner pages. It grows as each rules page is written — every rule that could produce a visible symptom adds a row here.
Before anything else
A booking carries five separate statuses at once: booking, item, payment, invoice and cancellation. Most "this booking looks wrong" reports turn out to be someone reading one and assuming another.
Ask which one they are looking at, and on which screen. See Booking status.
Status looks wrong
| What they report | Likely explanation | Where to look |
|---|---|---|
| "It says confirmed but they haven't paid" | Normal. Payment is a separate status and does not gate confirmation. | Booking status §3 |
| "It's cancelled but the money went through" | Normal. Cancelling does not itself refund. | what cancelling actually does (BST-006) |
| "It says confirmed but part of it was refused" | Normal. Any accepted line makes the whole booking confirmed. | some status changes do nothing, and say they worked (BST-004) entry route, §2 |
| "Part of it was cancelled but it still says confirmed" | Correct. A partial cancellation leaves the booking confirmed. | §5 |
| "The status word isn't explained anywhere in the product" | The dashboard's own status guide hides five of the nine booking statuses. | §7 |
| "The payment status has no colour or label" | The dashboard may not recognise the value the service sent. Unconfirmed. | the dashboard expects payment values the service never sends (BST-012) |
Something can't be changed
| What they report | Likely explanation | Where to look |
|---|---|---|
| "I can't change the status of a cancelled booking" | The dashboard switches the control off for cancelled bookings, even though the service would allow it. | a cancelled booking cannot safely be reopened (BST-002), the dashboard keeps its own copy of the transition rules (BST-011) |
| "There's no option to archive" | The dashboard never offers archive, though the service allows it from confirmed and cancelled. | the dashboard keeps its own copy of the transition rules (BST-011) |
| "The status control is greyed out on this booking" | Bookings from Get Your Guide have it switched off. | the dashboard keeps its own copy of the transition rules (BST-011) |
| "It says cannot revert back" | The requested change is not in the allowed list. | Booking status §1 |
| "Nothing happens when I change the status" | If the booking is at requested or rejected, the change is accepted and ignored. Not yet reproduced in a running system. | some status changes do nothing, and say they worked (BST-004) |
Cancellation and refunds
| What they report | Likely explanation | Where to look |
|---|---|---|
| "This should have cancelled itself and didn't" | Automatic cancellation stops if any part has been paid. | part-paid bookings are never cancelled automatically (BST-007) |
| "The promotion disappeared after cancelling" | Cancelling removes the promotion and releases the coupon. Reopening does not put it back. | what cancelling actually does (BST-006), a cancelled booking cannot safely be reopened (BST-002) |
| "The refund amount isn't what was asked for" | The agreed amount per line can differ from the requested amount. | Booking status §5 |
Nothing is bookable
| What they report | Likely explanation | Where to look |
|---|---|---|
| "I published it but guests cannot see it" | One of three checks fails: no main photo, no valid rate, or no availability. An expired rate is the usual culprit. | Getting an experience live |
| "It appears but there are no dates" | Every slot full, below the minimum party size, or no availability rule | a booking counts differently depending on the kind (AVL-002), a seat-limited slot hides itself once it cannot fit a minimum party (AVL-003) |
| "I can see dates but the guest cannot" | The dashboard shows every slot; the booking page filters them | the dashboard sees slots guests cannot (AVL-004) |
| "Our partner cannot see it" | Publishing to the vendor's own page does not offer it to partners | the vendor chooses what a partner may sell, experience by experience (OWN-004) |
| "It let someone book a slot that was full" | Availability is not enforced when a booking is created | availability is not actually enforced when a booking is created (AVL-006) |
| "Bookings arrive confirmed and we wanted to approve them" | Approval is set per availability slot, not per experience. Vendor-made bookings always skip it. | approval is decided per slot, and any one slot infects the booking (AVL-005), vendor bookings skip every check (AVL-007) |
Money looks wrong
| What they report | Likely explanation | Where to look |
|---|---|---|
| "The tax is wrong" | Tax is inside the price, not added on top | tax is inside the price (PRC-001) |
| "The commission is not what we agreed" | "From net" means after the platform fee in one place and after tax in another | "Net" means two different things (PRC-005) |
| "The invoice says Unpaid but it was refunded" | The invoice document works out its own status word and three statuses fall through to "Unpaid" | a refunded invoice document says "Unpaid" (BST-015) |
| "The partner payout looks too high" | A negative result is turned positive, so a loss shows as a profit | negative vendor income is turned positive (PRC-004) |
Reports and numbers look off
| What they report | Likely explanation | Where to look |
|---|---|---|
| "Confirmation numbers are too high" | Rejected bookings also get a confirmation time recorded. | rejected bookings get a confirmation time (BST-009) |
| "A booking shows as completed but isn't" | The completion time is never cleared if the booking is reopened. | a finished booking can be reopened (BST-003), timestamps are written once and never cleared (BST-008) |
If it isn't here
Add it. A symptom that reached Support twice and is not on this list is a gap in the handbook, not in the person asking.
If no rule explains it, raise it in Open questions.