Issue with Booking Confirmation Page Not Displaying, Leading to Customer Anxiety and Unnecessary Support Calls

Issue with Booking Confirmation Page Not Displaying, Leading to Customer Anxiety and Unnecessary Support Calls

I am writing to express my growing concern regarding the confirmation process in Zoho Bookings, particularly the inconsistent display of the confirmation page after a successful payment. As a mobile service provider, I rely on Zoho Bookings platform for seamless scheduling and transactions, but this issue is increasingly impacting my operations and customer experience.

To provide context, I have encountered multiple instances where customers complete their booking and payment (including via PayPal), yet they do not see an on-screen confirmation. This leads to anxiety on their end, prompting them to call me directly to verify if the booking went through—despite the fact that I receive the confirmation email successfully on my side, and their card is charged without issue. I suspect factors like popup blockers or browser settings may contribute, but the core problem seems to stem from the platform's reliance on redirects or client-side elements that aren't robust enough.

I have already implemented workarounds to the best of my ability, including setting up a custom confirmation URL and manually configuring UTM parameters via Google Tag Manager to track and optimize the flow. Additionally, email confirmations are enabled as the primary method, but these often end up in spam folders or go unchecked by customers who expect immediate on-screen feedback. While the majority of my bookings process successfully without hiccups, this is becoming a more frequent complaint as my business scales, resulting in unnecessary phone calls that disrupt my workflow and erode trust.

I strongly urge the Zoho team to prioritize enhancements in this area, such as introducing in-page confirmations that aren't dependent on redirects, greater customization options for the post-payment experience (e.g., branded on-screen messages or multi-channel integrations), and better integration with payment gateways to ensure real-time acknowledgment. These improvements would align Zoho Bookings more closely with competing platforms that offer such flexibility, reducing friction for both providers and customers.

If this feature gap persists without a clear roadmap for resolution, I may regrettably need to consider canceling my subscription and migrating to an alternative service that better supports growing businesses like mine. I appreciate your attention to this matter and look forward to your insights or any available troubleshooting steps in the meantime.

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