MyFlo Partner Care
Playbook

What MyFlo Is

MyFlo is a platform built for wellness and lifestyle businesses. It brings bookings, client management, loyalty, events, sales, and performance reporting into one unified system — while also connecting businesses to consumers through the MyFlo consumer app.

What MyFlo Does for Businesses

• Manage bookings, schedules, and calendars
• Track clients and loyalty programmes
• Sell services and products via the mini POS
• Create and manage events
• View real-time sales and performance data
• Manage staff access and permissions
• Significantly reduce administrative overhead

Our Business Partners

What Support Must Do

The support team exists to help business partners use MyFlo properly, resolve issues quickly, and maintain the strength of the partner relationship. Every interaction should be clear, respectful, and solution-focused.

Support Channels

Support Priority Order

1. Payments and money issues — always first
2. Bookings issues — direct revenue impact
3. Access and login — blocks all platform use
4. Loyalty and client records — affects trust
5. General questions and small fixes — important but non-urgent

Support Standards

• Respond quickly — set expectations on timing
• Speak clearly and accessibly
• Stay calm, even if the partner is frustrated
• Never blame the partner or the client
• Keep the partner updated until the issue is fully resolved

Expected Response Behaviour

Every reply should include at least one of the following:

• Confirmation that the issue has been received and understood
• A request for any missing information needed to investigate
• A clear next step or action being taken
• Confirmation of whether the issue has been escalated
• A timeframe for when the partner can expect an update

Tone of Voice

MyFlo support should always sound: premium · calm · professional · human · solution-oriented

Writing Rules

• Keep messages short and purposeful
• Use plain English
• Always end with a clear next step
• Remain polite at all times, even under pressure
• Longer explanations are fine when complexity genuinely demands it — trim everything else

Purpose

Onboarding is the process of setting up a new business correctly so it can start using MyFlo without confusion, delays, or errors from day one.

New Partner Setup Checklist

• Business name confirmed
• Primary contact person and details
• Email address and phone number verified
• Location(s) added and confirmed
• Opening hours configured
• Full service list with descriptions
• Staff list with roles and permissions
• Pricing for all services
• Payment method connected
• Cancellation policy set
• Booking rules configured
• Loyalty rules configured
• Event settings (if applicable)
• POS settings (if applicable)

Onboarding Steps

Go-Live Checklist

• Bookings can be created, edited, and cancelled
• Booking confirmations are sent automatically
• Reminders are triggered correctly
• Payments are processing correctly
• Loyalty is recording and triggering correctly
• Dashboard loads and displays accurate data
• Admin user can log in without issues
• Partner knows how to reach support

First-Week Support

During the first seven days after launch, the support team should:

• Proactively check in with the business daily
• Review and log any issues as they arise
• Confirm bookings and payments are coming through
• Make sure the admin team understands the dashboard

Creating a Booking

1. Search for an existing client or add a new one
2. Select the service
3. Choose the staff member (if required)
4. Select the date and time
5. Save and confirm notification settings

Editing, Rescheduling & Cancelling

Common Booking Problems — First Checks

• Double bookings: Check staff schedule and location settings
• Missing confirmations: Check notification toggles and gateway status
• Time zone errors: Check location time zone configuration
• Cancelled bookings still visible: Check integration and calendar sync status

Client Profile Fields

• Name, phone, email
• Full booking history and visit frequency
• Loyalty balance and reward history
• Notes (preferences and booking preferences)
• Tags (e.g. VIP, inactive, high spender, late payer)

Fixing Client Data

If a business reports a missing or duplicated client, check the email and phone number first, then look for spelling differences. Confirm with the business whether two profiles should be merged or kept separate before taking action.

How Loyalty Works

Businesses set rules such as every 5 visits = free session or every X points = discount. The system tracks completed, attended visits and triggers rewards automatically.

Troubleshooting Loyalty Issues

• Confirm booking was marked as completed and attended
• Confirm the reward rule is active
• Check whether the reward was already redeemed
• Check whether the client has multiple profiles
• Escalate if the system logic appears incorrect

Payment Statuses

Refund Process

1. Confirm who approved the refund
2. Check whether refund is permitted under the business's policy
3. Confirm the original payment method
4. Process and confirm the status post-refund
5. Log the reason and outcome in the ticket

The Mini POS lets staff sell small retail items (water, towels, supplements, add-ons) inline with bookings. Staff select items, the cart updates instantly, and payment is taken by cash or card.

Common POS Issues — Check These First

• Incorrect price: Verify product setup and price configuration
• Discount not applied: Confirm discount rule is active and conditions are met
• Receipt not sent: Confirm receipt settings and client contact details

Event Entry Requirements

• Title, date, time, and location
• Description and imagery
• Price and capacity
• Cancellation rules

Common Event Issues

• Event not visible → check publication status
• Incorrect time → check time zone configuration
• Wrong capacity → update and republish
• Cancelled event still live → unpublish and notify attendees

Dashboard Overview

The dashboard shows total clients, paid vs unpaid clients, bookings, revenue, and trends. Support should be able to explain what each metric means and how it is calculated.

Common Analytics Issues

• Dashboard not loading: Check internet, browser, cache, and system status
• Numbers not matching: Check date range filter and whether data includes all locations
• Export not working: Check permissions and raise a ticket if persistent

MyFlo uses a role-based access model. Each team member should be assigned only the level of access they need for their day-to-day responsibilities. Admins are responsible for keeping role assignments up to date.

Resetting Access

1. Verify the correct email address
2. Send password reset
3. Confirm role permissions are correctly assigned
4. Confirm the account is active and not suspended

When to Raise a Ticket

• The issue cannot be resolved immediately
• Technical review is required
• Money or payments are involved
• Data is missing or incorrect
• The partner needs follow-up beyond this conversation

Required Ticket Fields

Good Ticket Writing

Ticket Workflow

Acknowledgement

Escalation Notice

Waiting for Details

Resolution

Daily Workflow

• Review all open tickets at the start of each shift
• Handle urgent and high-level issues first
• Follow up on all unresolved cases
• Update ticket notes after every interaction
• Hand over pending items to the next shift clearly

Shift Handover Must Include

• All open and unresolved issues
• Any critical or Level 3/4 tickets
• Issues waiting on partner replies
• Any unresolved payment cases
• Partner follow-ups due that day

Weekly Review

Each week, the team should review: response times · resolution times · recurring bugs · partner satisfaction signals · and any patterns in repeated issues.

• All partner data must be treated as confidential at all times
• Do not share passwords or give access without verified authorisation
• Any data export request must be verified, authorised, and logged
• Any suspected security issue must be escalated immediately — do not attempt to resolve alone

Support should also help businesses grow by demonstrating features clearly — including loyalty, events, analytics, and upgrade options where genuinely relevant. This should never feel pushy. The goal is always to help the partner succeed, not to sell.

Platform Downtime

Payment Gateway Failure

• Confirm whether the gateway is affected system-wide
• Switch to manual handling if needed
• Notify finance team immediately
• Inform all affected partners clearly with regular updates

Security Incident

• Lock access to affected area if possible
• Escalate to leadership immediately — no exceptions
• Stop all normal support handling until cleared