Once your offer has been published,
- the status at the top right is "Proposal sent".
- the presentation of the offer has changed to a time-stamped version of the services
On the right-hand side of the screen, there are new action buttons:
Put the file in reserved mode
There are 2 possible routes:
- Customers make their own booking requests on Backyou
- Your customer has requested a reservation by email or telephone
Case n°1: When a customer makes a booking request from their Backyou space, they must tick a box which states "I acknowledge that I have read and accept the Booking Conditions without reservation". A clickable link is available at this stage to enable customers to reread the Terms and Conditions, which are available in PDF or text format depending on the configuration chosen by the hotelier.
This validation is recorded in the History of the conversation with the customer on Backyou where the customer's electronic signature can be read: "You have accepted the booking conditions without reservation on xx/xx/xxxx at such and such a time with the IP address: xxxxxxxxxxxx".
AGAH - Backyou certifies that these data come from its databases and that they are inviolate."
This booking request triggers an email to the sales team and an alert in the "Booking to be confirmed" file management module.
The hotelier must then either confirm the reservation or decline it. If the booking is confirmed, the customer receives a proforma invoice listing the instalments to be paid and the payment dates.
Case n°2: The customer informs you that they wish to validate the sales proposal and make a reservation by e-mail or telephone. You must then change the status of the file to "Confirmed without payment", "Confirmed partial payment", "Confirmed full Payment", "Confirmed overpayment".
Billing information :
A window opens to edit the customer's billing information if these fields were not filled in when the request was created. If this is the case, the billing address will be the one in the customer file by default.
It is also possible to add a different billing address to that in the customer file.
Confirmation of terms and conditions:
To confirm the General Terms and Conditions (GTC), you must tick the box on the right-hand side. This means that you assume responsibility for collecting the signed GSC on behalf of the customer or the accepted Bon pour accord commercial offer.
Once you have made your booking request, you can confirm it.
The status of the file will change from "Booking requested" to "Confirmed without payment", "Confirmed partial payment", "Confirmed full Payment" or "Confirmed overpayment".
Ask for an option
- An option for the customer:
If your customer wishes to place an option on a space (thus blocking spaces and prices for a given period), a window will open. You will need to indicate the expiry date of the option and choose whether or not you wish to notify the customer by e-mail. You will also be able to select a template message to send.
- Option request by the customer on his Backyou space :
Customers can also request an option via their Backyou space.
Configuring options in your establishment:
To decide whether or not to include options in your establishment: Accommodation section > Accommodation file > Settings > Option and reminder request.
Once the option has been made, the status of the file will change from "In progress" to "Under option until [date specified]".
Modify my offer:
You can modify your sales proposal at any time. A window with 3 buttons will open:
- Modify quantities and prices: you can change prices and services, add new ones, etc.
- Change check-in date: you can change your customer's check-in date.
- Add nights: you can add nights before and after the initial check-in date.
Cancel my offer:
You can cancel your offer by indicating whether it was you or the customer who refused it. When cancelling, you will be able to select from the supporting documents offered by Backyou.
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There are also two new buttons underneath:
Return the offer to the customer:
You can send the offer back to your customer at any time, with a personalised message.
Change billing details:
The invoicing details must be completed so that the proforma invoice can be issued and so that the address can appear in the signature block of the General Terms and Conditions.
You can add several different billing addresses for the same customer.
Messages / History tab:
This section shows the history of exchanges with your customer since the initial request was created, as well as the different versions of the offer that you have presented to them. You can send messages to your customer at any time via this interface, even after the file has been closed.
By clicking on the blue bars, the corresponding information will be displayed on the screen. Previous versions of quotes are also downloadable if you wish to access them again.
All messages exchanged with the client through this “Messages / History” module are also available. If a message has been sent to the client, the line “Email sent to the client” will appear.
If you publish an offer and check the “notify the client” box:
If you publish an offer without checking the “notify the client” box:
The instant messaging feature of the module allows you to choose an existing message template from your list of templates (Settings > Templates), or to write a message you wish to send to the client. You can customize the formatting and font, attach a file, or even add a secondary contact to receive the messages sent from Backyou.
Customers can also use the interface when they are logged into their Backyou space to chat with you.
In addition, this section will allow you to track information relating to the validation of the General Terms and Conditions of Sale (GTCS) by the customer from their Backyou space at the time of booking requests.
Download tab:
Here you will find the quote in PDF format and the proforma invoice once you have confirmed the booking.
Details of errors when sending emails:
What is a soft bounce in an email?
A soft bounce is a temporary delivery failure. When an email soft bounces, it means that, in most cases, the email address is valid and your email has reached the mail server of the recipient, but the mail server rejected it. It means that your email has not been delivered to the inbox of your recipient (or any of their folders, whether it’s in promotions, spam, etc.).
Here are some common reasons why an email address may soft bounce:
- The mail server of the recipient is unavailable.
- The inbox is full (over quota).
- The domain name doesn't exist.
- The recipient's server does not accept emails sent by Backyou due to a configuration.
How does Backyou deal with soft bounces?
Before an email generates a soft bounce, it is deferred. We continue to try to resend the delayed email over the next 36 hours, until it is delivered. If it is still not delivered after these attempts, we stop trying to send the email and we mark it as a soft bounce in the file history and mark the customer account as an "email error".
What can I do about this?
You can contact your customer by telephone to inform them of the rejection or simply try to send an e-mail directly from your mailbox.
What is a hard bounce in email?
A hard bounce is a permanent delivery failure. In case of a hard bounce, it means that the email has been rejected either because:
- the email address of the recipient doesn't exist or is invalid.
- the mail server of the recipient has blocked the delivery.
What can I do?
You can contact your customer by telephone to inform them of the rejection.