Frequently Asked Questions

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About Wellbooki

What is Wellbooki?

Wellbooki is an online wellness marketplace, connecting practitioners with thousands of customers who want to better their health and wellbeing. We are the easiest way to book all your wellness needs online and in one place.

What is a marketplace?

A marketplace is an online platform where you can search for the services you want to book. Think of flight booking websites like skyscanner or webjet, they are marketplaces for booking flights. Wellbooki is the marketplace for booking wellness services.

Who will use the Wellbooki marketplace?

The marketplace is accessed by millions of people who are members of Australia’s leading loyalty and reward programs. These are members who want to see value in their loyalty program so proactively engage in the rewards they provide.

Can I opt out of the marketplace?

Whilst we will be sad to see you go, at any point you can de-activate or remove your listing on Wellbooki. Simply email support@wellbooki.com

Bookings and Payment

How do I Access Network Discounts?

The Wellbooki network is used by a number of corporate partners as part of their loyalty and rewards programs. From time to time these partners may negotiate exclusive special deals or discounts that can be used across the network. To access these special deals you will need to enter a promotional code or voucher provided by a corporate partner on the Wellbooki site at the time of making a booking and payment.
Promotional codes cannot be applied retrospectively after a booking is made.

When do I know a booking has been made?

You will be immediately notified via email every time you receive a booking from Wellbooki.

Do bookings need to be confirmed by me?

When creating your account, you can select if you would like to receive instant bookings, i.e. a client can book instantly when they have found you on the wellbooki marketplace and there is a time slot available. You can also choose to receive booking requests which means you will receive an email asking you to accept a booking requested by a customer. Either way you have complete control over your availability

How do I search for a customer booking?

You can search by name, phone, email, or booking id on the ‘search box’ in the top right corner of the ‘Calendar’. A list of matches will be displayed and you can click on the specific booking for details.

How do I change my Wellbooki e-mail address for notifications?

You can define both the business and staff email notifications and add a secondary email address in the ‘Notifications’ section of ‘Setup’.

  • Log in to your Wellbooki account here
  • Navigate to Set Up > Notifications.
  • Define email address to which you wish to receive notifications
How do I reschedule a booking?

Did you receive a double booking? It happens to the best of us!

Please ensure you re-schedule the appointment after speaking with your customer, so you can agree on a suitable time. We recommend merchants to keep an updated calendar to avoid double bookings and disappointed customers. To set up your calendar, please see instructions on how to setup your calendar sync or block off reoccurring appointments.

To change the category your service appear in:

  • Log in to your Wellbooki account here
  • Navigate to CRM > Bookings
  • Click on the green icon to the left of your customer name
  • Click reschedule booking.

To change the category your service appear in:

  • Navigate to Online Bookings > Wellbooki
  • Click Services
  • Click on the three lines to the right of your service, select category or subcategory.

 

How can I ensure I don’t get double bookings?

By creating an account, you will be given access to a dedicated appointment calendar. This will ensure only your available times are shown. You can also block out times when you are not available to take appointments (e.g. if you have a scheduled appointment from outside the marketplace) or sync with your Google calendar.

Please see FAQ’s:
How do I amend my calendar
I already have a calendar with another program, can I integrate this?
How do I create a reoccurring appointment?

How do I create a reoccurring appointment?
  • Log in to your Wellbooki account here
  • Navigate to Setup > Services.
  • Create a service by clicking on the Green plus sign.
  • Fill in details. Click Advanced Settings.
  • Select Invisible Online. 
  • Once created, click on Availability tab and change “Service Bookable” drop-down value to “At specific times only”
  • Create schedules by clicking on a timeslot against the relevant day of the week.This will create recurring weekly schedules, which will automatically block out availability on the Diary for the relevant days/times.
  • If your reoccurring sessions have different durations e.g. 1 hour and 30 min, please create 2 options for the same service – one for 1 hour another for 30 min.
Am I charged for business that I receive from the marketplace?
It is free for you to be listed on our marketplace and you are only charged when you receive a booking. The charge is 20% of the appointment value plus PayPal standard fees. The commission on payment is shared with our partners in order for them to incentivise their customers to book your services.
How do I receive payment for a service?
Full payment net of commission will be automatically paid into your PayPal account at the time when the booking is made.

Set-Up Guide

How do I amend my services?

Did you notice something wasn’t quite right? Listing your services in a way that makes sense to someone who has never heard of your business before is essential for customers to understand what your business can offer.

To change your services:

  • Log in to your Wellbooki account here
  • Navigate to Set Up > Services.
  • Find the service you wish to amend and click Edit on right side.

To change the category your service appear in:

  • Navigate to Online Bookings > Wellbooki
  • Click Services
  • Click on the three lines to the right of your service, select category or subcategory.

 

How do I amend my calendar?

Bookings made on Wellbooki will automatically be added to your calendar. If you receive bookings outside the marketplace, we recommend that you block these times off in your calendar to prevent disappointed customers or double-bookings. You have complete control over your availability and can select the times and days you’re available for new bookings. If you currently use a google calendar for your appointments this can be synchronised with your Wellbooki calendar 

To block off days or times in your calendar:

  • Log in to your Wellbooki account here
  • Navigate to Calendar.
  • If you wish to block off full days, click “Blockout” to the left of your business name. 
  • If you wish to block off specific times of the day, click on the hour and select Busy Time. If you wish to block off more than one hour, click edit and specify your time. 

To Sync your Google Calendar to Wellbooki:

  • Log in to your Wellbooki account here
  • Navigate Add-Ons > Google Calendar.
  • Turn integration on. 
  • Log in to your Gmail account.
  • Click Allow.
  • Log back in to your Wellbooki account.
I already have a calendar with another program, can I integrate this?

Most booking system providers do not share booking data with external systems, however, you can set up a two-way synchronization with Google Calendar to update your availability in real-time. Please note, nabooki is unable to guarantee uninterrupted functionality of this feature as this a 3rd party service.

How do I change my cancellation period?

We understand that businesses have different policies for cancellations. You have full control over your policies, and we have made it easy for you to set these options. Our system automatically sets your cancellation time to 48 hours before an appointment, however you can amend this any time by following the steps below:

  • Log in to your Wellbooki account here
  • Navigate to Set Up > Services.
  • Select the service you wish to change
  • Go to Booking preferences > Booking Settings
  • Set Allowable Cancellation time

 

How do I change my booking cut-off time?
Booking cut-off time sets the time limit on how far in the future a customer can make a booking. Our system automatically sets your Booking cut-off time to 24 hours, however you can amend this at any time following the steps below:

  • Log in to your Wellbooki account here
  • Navigate to Set Up > Services.
  • Select the service you wish to change (you will need to change this on each service you have created)
  • Go to Booking preferences > Booking Settings
  • Set Booking cut-off time

 

How do I collect information before an appointment?

If you wish to collect customer information before an appointment, such as dietary or medical history, you can add this under your Services and Booking Preferences. Select what information you wish to receive, or upload your own form if you already have one in place. Your customer will be asked to complete this information at the time of booking. Alternatively, if you have uploaded a form, this will be sent automatically when they make their booking and your customer will be asked to provide these details before their first appointment. For a simple and fast checkout experience, we recommend practitioners to limit the number of fields a customer must fill in before their appointment. If you wish to collect more in-depth information, we recommend uploading an online form in your confirmation e-mail (instructions below). 

To add fields for specific service:

  • Log in to your Wellbooki account here
  • Navigate to Set Up > Services
  • Select the service you wish to amend
  • Go to Booking Preferences and scroll down to Booking Form
  • Add custom fields to your booking form > Yes 
  • Select from Existing Form > Select the option you wish to add
  • If you wish to create a new field, follow the steps below or click Add Field

To add the same fields for all services and how to add new field:

  • Log in to your Wellbooki account here
  • Navigate to Set up > Custom Field
  • Select the green + symbol
  • Show on the booking form of the following services: Select All if you wish to collect the same information on each bookable service. Alternatively select the service you wish to include this information
  • Field Type: Select what information you wish to collect such as birthday, disclaimer fields, lists etc
  • Mandatory: Yes/No
  • In CRM: Yes/No. CRM stands for customer relationship management. This is where you will find contact details for your customer and information about their past or future appointments.
  • Field Label: Type the name of your field (this name will be visible for your customer)

To include an online form in your confirmation e-mail:

  • Log in to your Wellbooki account here
  • Navigate to Set up > Services
  • Select the service you wish to amend
  • Go to Booking Preferences and scroll down to Customer notification
  • Add a message you wish to be displyed to the customer. If you have an online form, please include the link here with instructions to complete the form before their first appointment. You can setup an online form using Google Forms
How do I create a reoccurring appointment?
  • Log in to your Wellbooki account here
  • Navigate to Set Up > Services.
  • Create a service by clicking on the Green plus sign.
  • Fill in details. Click Advanced Settings.
  • Select Invisible Online.
  • Once created, click on Availability tab and change “Service Bookable” drop-down value to “At specific times only”>
  • Create schedules by clicking on a timeslot against the relevant day of the week.This will create recurring weekly schedules, which will automatically block out availability on the Diary for the relevant days/times.
  • If your reoccurring sessions have different durations e.g. 1 hour and 30 min, please create 2 options for the same service – one for 1 hour another for 30 min.

Make changes to your Wellbooki Profile

How do I change my images?

Get members to notice your business by using high-quality images. Visually appealing images will be your customers’ first impression of your business and will invite them to find out more. It’s essential to make sure your images are recent and give justice to the wonderful and professional services you offer. 

To add images:

  • Log in to your Wellbooki account here
  • Navigate to Online Bookings > Wellbooki. 
  • Go to settings and navigate to Images & Description.
  • Add new images (up to 5 images, including logo). 
  • To remove an image, click Remove Image. 

For best results we recommend using images 600x400px in jpg or png format.

How do I hide my business address?

If you work at various locations or offer your services from the comfort of your home, you may want to hide your business address on your listing. We will still show your postcode so customers know what area your business operates in. 

To hide your address:

  • Log in to your Wellbooki account here
  • Navigate to Online Bookings > Wellbooki.
  • Go to settings and navigate to Marketplace Settings.
  • Select Yes to hide your address.
  • Scroll down to bottom right and select update.
How do I change my business description?

High-quality images will draw visitors to your profile, but your words will convert them to customers. Take time to write a well-thought-out description for your business and what type of services you offer. Keep in mind that too much text can be overwhelming and it’s sometimes better to keep the text concise. Also give them an idea of who you are, people love getting to know the person behind a business!

To change your business description:

  • Log in to your Wellbooki account here
  • Navigate to Online Bookings > Wellbooki.
  • Go to settings and navigate to Images & Description.
  • Amend or add to your description at any time.
How do I add my qualifications, awards and member associations?

You’ve worked hard for your qualifications, so make sure you include them on your listing. Including information such as awards, qualifications and associations show customers you’re an experienced practitioner and qualified in the services you provide.

To add your qualifications and awards:

  • Log in to your Wellbooki account here
  • Navigate to Online Bookings > Wellbooki.
  • Go to settings and navigate to Marketplace Details.
  • List your qualifications and awards.
  • Under the list “Member of”, select any member associations you are a member of.
How do I add a free consultation?

Are you a practitioner who offers a free consultation as part of your services? What a great way to market your business! Whilst you can’t list a service at $0 on Wellbooki, you can mention a free consultation in your business description or create an Introduction Consultation for a small charge.