Answer a ride request

When a rider asks for a ride, the request lands in Requests. Your job is to say yes (onto the ride they picked, another ride that day, or a new one) or to say no, quickly and kindly.

Requests come from riders in the app while Allow customers to request rides is on, and from visitors to your public schedule while Show public schedule is on. Both switches are in Settings → Booking & cancellation. Admins see every request. Instructors see the ones for rides they teach, or that name them.

Answer a request

1. Open Requests. New requests wait on the Pending tab. Use Period (for example Today or Urgent (>24h)) to see first the ones that need you most.
2. Tap a request to see the day, the time, the horse or instructor the rider would like, their message and how to reach them.
3. If the rider picked a specific ride, tap Confirm, on the row or in the panel, and they're on it.
4. If they didn't pick a specific ride, tap Schedule…. Under Matching rides on this day, tap Attach on the ride that suits them.
5. If no ride fits, tap Create a new ride. The instructor, ride type and time are already filled in from the request, so check them, add a location if you use locations, and tap Create & confirm. If nothing matches that day, this form is already open.
6. To say no, tap Decline, write a short reason if you like, and tap Decline again. The rider sees the reason, and "Saturday is full, how about Thursday?" helps more than silence.
7. To clear several at once, tick them, tap Decline selected, add a reason if you like and confirm. Everyone gets the same reason.

If something's off

• "Ride is at capacity": the ride filled up before you got to the request. Attach the rider to another ride, create a new one, or decline with a suggestion.
• The horse is over its work limit: Nose checks with you before putting the rider on that horse. Tap Assign anyway if that's fine, or Cancel and decline with a note suggesting another horse or day. See When a horse can't work.
• You declined by mistake: tap Undo in the message that pops up. It only stays for a few seconds. The rider has already been told, so drop them a line.
• An instructor can't see a request: instructors only see requests for their own rides or that name them. An admin can turn on the switch in the Requests 📨 column next to that instructor, on the Instructors tab of Pricing.

What happens by itself

• When you confirm or decline, the rider (or their parent) gets an email. A decline includes your reason, if you wrote one. Riders with an account also see the answer in the app.
• A confirmed rider shows up on the ride in the schedule, like any other booking.
• When a new request comes in, admins get a notification, and so does the instructor the request is for.
• A request nobody answers expires and moves to the Expired tab. The rider gets an email telling them.

Related

• Ride requests: everything on the Requests screen.
• Booking & cancellation: turn requests and the public schedule on or off.
• Take bookings online: where requests come from.
• When a horse can't work: rest a horse and swap it on today's rides.