SMS Tipping

Modified on Fri, 19 Sep at 9:20 AM

To initiate tipping requests via SMS, it's essential to enable one or both of the "Request tips via SMS" options according to your business needs. In this guide, we will explore both options in detail.

Things to know:

Tip-related SMS messages are dispatched 5-10 minutes prior to the scheduled appointment, ensuring clients are informed beforehand about the opportunity to leave a tip via SMS following their appointment. This proactive method ensures clients are acquainted with the tipping process, improving convenience and delivering a smooth experience.
Clients are granted a 3-hour window post-appointment to submit their tip via SMS
Clients must reply to the tip request SMS with the exact tip amount they want to add. If they prefer to tip a percentage of the total, they must calculate the amount themselves and reply with that value. For example, if the service costs $50 and they want to tip 10%, they should reply with 5, as replying with 10 would result in a $10 tip.
Tips submitted via SMS are factored into your SMS billing. This means that any text messages related to tipping will contribute to the overall SMS charges associated with your account.
When clients send a tip by SMS, and the transaction failed, the client will receive a corresponding error message.

Contents:

SMS Tip Configuration
How Tips Are Applied Based on Ticket Status

SMS Tip Configuration

To enable SMS tipping:

Go to Business Setup > Settings
Scroll to the "Tipping" section and locate the "Allow clients to leave tips?" company setting
Toggle to YES
The additional options will be displayed:
- Request tips via SMS for prepaid appointments?: Toggling this setting to Yes will allow MyTime to send a text message to clients during their appointment, allowing them to add a tip if their appointment was booked and paid for online.
- Request tips via SMS for non-prepaid appointments?: Toggling this setting to Yes, will allow MyTime to send a text message during the appointment to clients who have a credit card on file but did not prepay.
Select the desired SMS tipping option
Save

Sample SMS Tip Request

Sample Confirmation

How Tips Are Applied Based on Ticket Status

Ticket Status	How The Tip Is Processed	Client Message Example
No Ticket Exists	The tip is recorded for the appointment it was meant for. When a ticket is created for the appointment, the tip is automatically added to the ticket	*“Thanks! We added your tip of $5.00. To edit your tip, just text back the new amount (e.g., ‘10’) within 3 hours of your appointment time."*
Ticket Exists and Is Already Closed	The system reopens the ticket and charges a new transaction for the tip.	“Thanks! We added your tip of $5.00. To edit your tip, just text back the new amount (e.g., ‘10’) within 3 hours of your appointment time.”
Ticket Is Open but Has No Transaction for the Appointment	The tip is added directly to the open ticket.	“Thanks! We added your tip of $5.00. To edit your tip, just text back the new amount (e.g., ‘10’) within 3 hours of your appointment time.”
Ticket Is Open and Already Has a Transaction	The tip is charged as a separate new transaction.	“Thanks! Your tip of $5.00 has been successfully charged.”
Tip Adjustment (Lower Amount Sent After a Higher Tip)	If the new tip is less than the original, the system attempts to refund the overpaid portion. Pending transaction: The capturable amount is adjusted down by the refund value. Captured transaction: A refund is applied to the client’s card for the refundable amount.	“Thanks! A refund of $2.00 has been successfully applied to your credit card.”

If you have any questions, please contact our support team at support@mytime.com.

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