This page covers the admin processes that run automatically at Inner Space. For each situation, you simply send an email to [email protected] with the right subject line and the system handles the rest.
For client confidentiality, always use client initials only (e.g. J.G.) in your emails, never full names. Include the appointment date and time so the right session can be identified.
When the system runs
The admin system runs automatic checks throughout every day, including weekends. Here is what happens and when:
| Time | What happens |
|---|---|
| 8am, 10am and 4pm every day |
|
| 8am, 12:30pm, 4pm and 6pm every day |
|
In practice, an invoice is usually created within a few hours of a new appointment being added to Cliniko. Payments received by bank transfer are reflected in Cliniko within the same day.
1. Client hasn’t received their invoice
If a client tells you they haven’t received their invoice and would like it resent:
- Email: [email protected]
- Subject: Invoice resend
- Include in the body: The client’s initials and the appointment date and time
Example: “Could you resend the invoice for J.G., Tuesday 24 June at 2pm”
The system will locate the invoice, resend it to the email address on file for that client, and you’ll receive a confirmation once done. Claire and Dawn are copied on the confirmation.
2. Cancellation where no fee is due
If a client cancels and no charge applies:
- Email: [email protected]
- Subject: Cancellation no charge
- Include in the body: The client’s initials and the appointment date and time
The system will void any existing invoice, archive the appointment in Cliniko, and send an acknowledgement. Dawn is copied for visibility.
3. Late cancellation where the session fee still applies
If a client cancels late and the fee is still due, there is nothing you need to do. Leave the appointment and invoice as they are. The system will monitor for payment and send reminders automatically.
4. Cancellation where the client has already paid
If a client cancels after having already paid for the session, the payment is held as a credit and applied to their next booking automatically.
- Email: [email protected]
- Subject: Cancellation credit
- Include in the body: The client’s initials and the appointment date and time
The system will void the invoice, record the credit in Xero and Cliniko, and apply it when the client next books. Dawn will be copied for visibility.
5. Rescheduled sessions
Important: please do not move or edit appointments directly in Cliniko. Doing so will cause the invoice records to get out of sync. Instead, use the email process below and the system will handle everything safely.
Client has not yet paid
Treat the original appointment as a no-charge cancellation, then book the new appointment in Cliniko as normal.
- Email: [email protected]
- Subject: Cancellation no charge
- Include in the body: The client’s initials and the original appointment date and time
Once the new appointment is added to Cliniko, a new invoice is created automatically.
Client has already paid
If the client has already paid for the session they are moving, their payment is held as a credit and applied automatically to the new booking.
- Email: [email protected]
- Subject: Cancellation credit
- Include in the body: The client’s initials and the original appointment date and time
Then book the new appointment in Cliniko as normal. The credit will be applied automatically to the new invoice, so there is nothing extra for the client to pay.
6. Couples therapy: first-time billing
For new couples where we haven’t invoiced before, the system needs to know which client to bill. You will receive an email from [email protected] with the subject Couples Invoice Query asking you to confirm the billing contact.
Reply to that email (as a new email, not a reply) confirming which client by initials should receive the invoice. The system will create the invoice and keep that preference for all future sessions with that couple.
If you don’t reply within 24 hours you’ll receive a reminder. If there’s still no reply after a further 24 hours, the invoice is raised automatically, billed alphabetically by last name.
7. Unpaid invoice reminders
If a client’s invoice is unpaid, you will receive an automatic reminder from [email protected] asking you to follow up with them.
Do not reply to the reminder email. Instead, once the client has paid, no further action is needed on your part. The system picks up the payment automatically via the bank feed and updates Cliniko.
If there is no payment after 4 days, the case is escalated to Dawn automatically.
If you become aware of a problem with a payment (e.g. a client disputes the fee or has a query), email [email protected] directly to let us know.
Questions?
If anything isn’t covered here or you’re unsure which process to follow, email [email protected] and we’ll get it sorted.