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Overview

The Product shop (sometimes called a product store) lets your clients buy products directly through your online booking page. Each order is paid online, and you fulfil it from the Sales → Client orders screen - there’s no extra integration to maintain. Two fulfilment modes are supported:
  • Collect in business - the client pays online and pops in during opening hours to pick up.
  • Reserve for next appointment - the client buys the product and reserves it against an upcoming appointment, so it’s ready at the front desk when they arrive.
With Reserve for next appointment on, clients can also add products while they book an appointment - see Products added during booking. Online payments must be set up before clients can buy - orders are paid online. You can turn the shop on beforehand, but purchases are refused until payments are ready, so finish that first. See Payments.

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Turn the shop on

  1. Open Settings → Product shop.
  2. Toggle Enable product shop on.
  3. Under Fulfilment modes, choose which options you support - leave at least one enabled.
  4. Optionally add Pickup instructions (e.g. “Ask at the front desk on arrival”). These are surfaced on the order confirmation page and in the ready-for-collection notification.
  5. Save.
Once the shop is on and you have at least one product clients can actually buy - marked Available online, in stock if you track inventory, and offered through a fulfilment mode you support - your booking page changes in three ways:
  • A Shop products strip appears on your landing page, showing your product photos with a Shop all button.
  • The hero gains a Shop products button beside Book now.
  • Want products to lead your page? Drag the grip on the Products row above Services in Settings → Online booking → Section order. The strip grows into a full product grid - photos and prices right on your landing page - and Shop products becomes the main hero button, with Book now beside it. Services always stay on the page.
Until a product is buyable, the strip and the Products link stay hidden, so nobody lands on an empty shop. Your Online booking page tells you when that’s why they’re missing.

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Make a product available online

Each product opts in individually. From Products:
  1. Edit a product.
  2. In the Online availability section, turn on Available online.
  3. By default the product inherits your business fulfilment settings. To set per-product behaviour, turn on Override per-product defaults and pick which of Collect in business / Reserve for next appointment apply to this product.
  4. Add a product image - clients see this on the shop page and in the product detail sheet.
  5. Save.
Products with Manage inventory disabled always appear in the shop regardless of stock. Products with inventory tracked are hidden when stock hits zero.
Use Product categories to group what shows on the shop - categories with no available products are hidden automatically.

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How the client journey works

  1. Client visits your online booking page and clicks Shop products.
  2. They browse by category, open a product, pick a quantity, and add it to the cart.
  3. In the cart they choose How will you collect this? - Collect when you visit or Reserve for my next appointment. Reserve mode also asks them to pick the appointment to attach the order to.
  4. They check out securely online (logging in or signing up if they haven’t already).
  5. On payment success they land on the order confirmation page and receive an Order received email/SMS (configurable in Automated messages).
Promoting one product? Share a link that opens that product, rather than sending clients to your shop to find it.
  1. Open Products from the sidebar.
  2. Find the product and open its ⋯ menu.
  3. Choose Copy product link.
The link opens a page for that product alone: photo, brand, name, price, description, quantity and Add to cart. From there the client checks out exactly as they would from the shop. Because it is a page of its own, pasting it into Instagram, WhatsApp, an SMS or a Google Business post previews the product - its photo, name and price. A link to the whole shop can only ever preview your business banner, which is the difference this makes. Your booking page’s featured products link the same way: a client who taps one lands on that product.

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When the option isn’t there

Copy product link only appears when a client could actually open the product, so a link you copy always works. It is hidden when:
  • your product shop is switched off, or online booking is off
  • the product isn’t marked Available online
  • the product is archived
  • you track inventory for it and it is out of stock (it is hidden from the shop too, even though you can still sell it at the till)
  • neither of the fulfilment modes you offer applies to the product
Turn the shop back on, restock, or mark the product available online, and the option comes back.
If you have more than one location, copy the link at the location that stocks the product. Each location has its own booking page, its own shop and its own products, so the link is always for the location you copied it from.

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Products added during booking

Clients don’t have to visit the shop separately - when the shop is on and Reserve for next appointment is enabled, a Products step appears in the online booking flow between picking a time and confirming, so they can add products to collect at their appointment while they book. How those products are paid is up to you. Once Reserve for next appointment is on, Settings → Product shop shows a Products added during booking setting with two options:
  • Full payment when booking - products are paid online in the same booking journey, exactly like a shop purchase. On businesses that take a deposit or save a card at booking, the client makes one combined payment covering both. The paid order lands in Sales → Client orders as a reserve order, and the appointment shows the usual Reserved products card so your team knows to have the items ready at handover.
  • Pay at the appointment (the default) - products ride the appointment unpaid. The client sees “Pay at your appointment”, the appointment shows the lines with a Stock secured chip, and they pre-fill at the till checkout to settle with the rest of the bill.
In both modes, stock for inventory-tracked products comes off the moment the booking is made, so the items can’t sell elsewhere in the meantime. Deposits and cancellation or no-show fees are always calculated on the services only - products on the bill never inflate them. If the appointment is cancelled. Products the client hasn’t paid for are released back to stock and never charged; the cancellation message tells them so. Products they have paid for (Full payment when booking) stay theirs - the order is not cancelled with the appointment, and the message says they’re still there to collect. Because that’s real money either way, cancelling an appointment that carries a paid product order asks you first: keep the order (the client collects) or cancel and refund it. Bulk cancels - including the sweep that runs when you archive a team member, service or bundle - ask the same question once for the whole batch, and report back which appointments were left with an order to chase.
Gift cards behave differently between the two modes. With Full payment when booking, products are charged in full - a gift card applied at booking covers the services side, not the retail. With Pay at the appointment, products settle at the till, where a gift card can cover them like any other part of the bill.
The standalone paid reserve is unchanged - clients can still buy a product through the shop at any time and reserve it against an upcoming appointment.

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Member pricing in the shop

If a client is signed in and their membership includes a product - free or at a discount - the shop shows their price on the product card, with the list price struck through, before they order. The discount is locked in when the order is placed, so a plan change between ordering and paying never changes what they were quoted. An order a membership covers in full has nothing to pay, so it completes straight away with no payment step: the client lands on the confirmation and the order appears in Client orders ready to collect. Cancelling or refunding an order returns the stock and the client’s included item, so they can use it again in the same cycle.

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Fulfil orders in the dashboard

Open Sales → Client orders to manage the fulfilment queue. The page is split into four tabs:
  • Awaiting pickup - new paid orders, plus the rare order badged Confirming payment (see below).
  • Ready - orders you’ve marked ready for collection.
  • Picked up - collected, archive view.
  • Cancelled / refunded - cancelled orders (full refunds go here too).
“Confirming payment” orders. Very occasionally a client’s card is charged but the payment doesn’t finish recording. Those orders appear in Awaiting pickup badged Confirming payment rather than “Pending payment”, because the money has been taken. Don’t ask the client to pay again and don’t hand the goods over yet - the order’s actions stay unavailable until the payment finishes recording, which usually resolves on its own. If one sits there, contact support to reconcile it.
Click an order to open the detail page. From there you can: None of the three actions are available on an order badged Confirming payment - its payment hasn’t finished recording, so it can’t be handed over or refunded until it has.

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Notifications you can customise

Three notification types power the order flow. Edit them in Settings → Automated messages → Product shop:
  • Order received (client) - sent when payment succeeds. Variables include {{OrderNumber}}, {{LineItems}}, {{TotalPrice}}, {{FulfilmentMode}}, {{PickupInstructions}}.
  • Order ready for collection (client) - sent when you click Mark ready for collection. Variables: {{OrderNumber}}, {{LineItems}}, {{PickupInstructions}}.
  • New product order (business) - sent to the business and assigned team members when a paid order comes in, so the team knows to prep it.
All three respect the recipient’s contact preferences and your SMS quota.

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Auto-send a form when a product is purchased

If a product needs intake details - a written plan prepared from a questionnaire, a programme that starts with an assessment - link a form to it and every paid order sends it automatically:
  1. Open Forms and edit (or create) the form.
  2. In Settings -> Product linking, click Select and tick the products (several at once, or tick a category or brand heading to take the whole group).
  3. Make sure Auto-send is on and the form is Active.
When a client’s order is paid, they receive the form link by email/SMS (the same notification used for appointment forms), and the order confirmation page shows a Start form button. The Once per client frequency is honoured - a client who has already completed the form isn’t asked again. See Forms for the full auto-send rules.

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Where shop revenue shows up in reports

Online product orders create Sales records the same way in-person sales do, so all the standard sales reports include them automatically.
  • Reserve-for-appointment orders are credited to the team member servicing the appointment.
  • Collect-in-business orders appear in a House / Online row on the Team member sales and Service & product sales reports - explicit “no team member attribution” rather than a misleading default.
  • The Sales summary always shows blended totals regardless of channel.

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Common questions

Why isn’t my Shop card showing on my booking page? Because there’s nothing in it yet. The shop needs at least one product that is Available online, in stock if you track inventory, and offered through a fulfilment mode you support - with none, the card and the Products link stay hidden rather than sending clients to an empty page. Check the Online booking page: it names this as the reason when it applies. Can I disable the shop temporarily? Yes - toggle off Enable product shop in Settings. The promo card disappears and the shop URL returns clients to the landing page. What happens if the client doesn’t finish paying? The order’s stock comes off your inventory the moment the order is created, so two pending checkouts can’t oversell the last unit - and it’s released again automatically within a few hours when the checkout is abandoned. The unfinished order is cancelled at the same time; nothing reaches your fulfilment queue and no notifications are sent. Can clients return products? Use the cancel flow up until the order is picked up - that refunds and restocks automatically. After collection, process a refund from the linked Sale record.