Quick diagnostic checklists to resolve common front-desk operational questions regarding salon visibility, booking limits, chair locks, and notifications.
1. Salon Not Appearing in Customer Search
Observed Symptom: Clients cannot find your salon when searching nearby in the mobile app.
Verification Checklist:
Check Verification Status: Ensure your salon has completed merchant review and is marked 'Approved' by the MERKILLA onboarding team.
Verify Open Toggle: On your Salon Admin Home screen, verify that the master toggle is switched to 'Open for Bookings & Queue'. If switched to 'Closed', your listing is hidden from active discover feeds.
Review GPS Coordinates: Check your Salon Profile settings to confirm your pin location matches your physical street address.
Recommended Resolution: If your verification is still pending after 24 hours, contact merchant support with your Application Tracking ID for expedited review.
2. Customer Cannot Book an Open Slot
Observed Symptom: A client taps a time slot but encounters an error or sees slots blocked unexpectedly.
Verification Checklist:
Check Operating Hours & Breaks: Ensure the requested time does not fall into declared staff break hours or past your closing time.
Check Planned Closure Dates: Verify that you haven't declared a festival or maintenance holiday on that calendar date.
Check Service Duration: If a client selects an 80-minute treatment at 7:30 PM and your salon closes at 8:00 PM, the system prevents booking to prevent unfinished services.
Recommended Resolution: Clients should select an earlier slot or break down services if duration exceeds remaining operational hours.
3. Queue Status Showing 'Queue Unavailable'
Observed Symptom: Walk-ins or remote clients see 'Queue Temporarily Unavailable' on your salon profile.
Verification Checklist:
Queue Throttle Threshold: Check if your current waiting queue has reached your configured maximum capacity (e.g. 10 waiting guests).
Closing Time Proximity: The queue automatically stops accepting entries when the cumulative estimated wait time of existing tickets extends past your closing hour.
Manual Pause Toggle: Ensure a staff member hasn't accidentally engaged the 'Pause Queue' button during a sudden rush.
Recommended Resolution: As chairs turn over and waiting customers are seated, the queue automatically reopens for new admissions.
4. 'Chair Unavailable' Error When Seating a Customer
Observed Symptom: Staff attempts to click 'Seat at Chair' but receives an alert that the workstation cannot be assigned.
Verification Checklist:
Previous Service In Progress: Verify that the previous customer seated in that chair was marked 'Complete Service'. A chair cannot seat two customers simultaneously.
Upcoming Reservation Lock: If a confirmed reservation is scheduled for that chair within the next 15 minutes, the engine locks the station from queue walk-ins.
Chair Offline Flag: Check if the chair was marked 'Under Maintenance' in your Chair Settings.
Recommended Resolution: Tap 'Complete Service' on the preceding ticket to free the workstation, or assign the guest to an alternate open chair.
5. Reservation Conflict Detection Alerts
Observed Symptom: The admin screen warns of an overlapping reservation attempt.
Verification Checklist:
Same Stylist Requested: Two appointments cannot overlap with the same requested artist.
All Physical Chairs Full: Total active appointments at that time slot equal your total physical chair count.
Recommended Resolution: STYJOIN's conflict prevention engine deliberately protects your salon from overbooking. Approve the booking by offering an adjacent time slot or assigning an alternate stylist.
6. Notification Delivery & SMS Checks
Observed Symptom: A client mentions they did not receive their arrival SMS or call-to-station push alert.
Verification Checklist:
Phone Format: Ensure the customer entered a valid mobile phone number during queue entry.
Do-Not-Disturb (DND) Filters: Some telecom providers filter automated commercial SMS if the subscriber has enabled strict DND.
In-App Active Ticket: The customer's mobile screen always displays live position and real-time wait countdown even if external SMS is delayed.
Recommended Resolution: Advise clients to keep the STYJOIN ticket screen active or enable push notifications in their phone settings for guaranteed real-time alerts.
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