The service agreement is what the customer agrees to before their pet stays with you. Until it is signed, skipped or added by hand, you cannot check the pet in.

If Check In is greyed out

An unsigned agreement is the usual reason. On a computer, rest your mouse on the Check In button and it will tell you:

Agreement not signed

If you see that, the booking is waiting on its agreement.

A booking whose check in date has not arrived yet is also greyed out, and that one is not about the agreement. If no message appears when you hover, check the date first.

Open the booking and look at Service Agreement in the side panel. Agreement Status tells you where it has got to, and underneath it you will see some of these.

Re-send sends the customer the link again, when they have one already and have lost it.

Add Manually lets you record the agreement yourself, for a paper form or for somebody signing at your counter.

Skip Agreement goes ahead without one.

Which of them you see depends on whether a link has already gone out, and on how your branch sends messages, so do not worry if one is missing. If Add Manually is the only button there, nothing has been sent to the customer yet.

Once any of them is done, Check In works straight away.

What each status means

Pending means nothing has gone out yet.

Sent means the customer has the link but has not signed.

Signed means they have signed. Nothing more to do.

Skipped means somebody chose to go ahead without an agreement. This counts as done, so Check In works.

Choosing what happens when you take the booking

On the last step of a new booking, under Send Service Agreement, pick one.

Send Service Agreement sends the customer a link to sign before they arrive. This is the usual choice.

Add Service Agreement on Arrival leaves it for the day itself, for customers who would rather sign at the counter.

Skip Service Agreement means no agreement for this booking at all.

You can change your mind later from the booking, so this is not a decision you are stuck with.

Signing on paper, or at the counter

Press Add Manually on the booking and fill in the agreement details yourself. Use this when a customer signs a paper form, or signs on your screen when they arrive.

Skipping the agreement

Press Skip Agreement on the booking. If it is not on the booking, go to the booking list instead, open the three dots menu on that row and press Skip Agreement there. Either way you will see:

Service agreement skipped successfully.

Skip is only offered while the booking is still Pending or Upcoming, and only when the agreement has not already been signed or skipped. There is nothing to skip once the pet is in.

Skipping cannot be undone from this screen, so use it when you have a real reason, not to get past the Check In button in a hurry. A skipped agreement means no signed record of what the customer agreed to.

What the customer sees

They get a link that opens a Service Agreement page showing the terms, with a Signature box to sign in. Once they press Sign Agreement, the booking turns to Signed on your side without you doing anything.

Bookings you cannot change

Skip Agreement and Add Manually are both turned off once a booking is Completed or Cancelled. The agreement is part of the booking's record by then and is left as it was.

Grooming appointments

Grooming works the same way with two differences, and nothing on a grooming appointment is blocked by the agreement. There is no greyed-out button to explain here, so this is only about what you choose when you book.

Mobile grooming does not offer Add Service Agreement on Arrival, because nobody arrives at your counter. You either send it or skip it.

An appointment on a date that has already passed offers only Add agreement manually or Skip Service Agreement. Sending a link to sign for something that already happened is no use, so those choices are taken away. If you had already picked Send for an appointment and its date passes, it moves itself to manual if you had recorded a signature, and to skipped if you had not.

In-house grooming on a date still to come offers all three, exactly like a boarding booking.