What Happens If a Booking Session Expires on CBP

Your CBP online booking site uses a timed checkout session to temporarily hold availability. If that session expires before payment is completed, the booking is not confirmed.

Understanding this helps you explain why customers sometimes say their booking “disappeared.”

Why Sessions Expire

During checkout, a countdown timer appears on the payment page.

This timer exists to:

• Temporarily hold product line availability

• Prevent overbooking while a customer is entering details

• Automatically release inventory if checkout is abandoned

How Long Is the Timer?

The session timer length is configurable in your back office settings.

You can control:

• How long availability is held

• How much time customers have to complete payment

For instructions on adjusting the session timer, see:
Auto-Cancel

What Happens When the Timer Runs Out

If the session expires before payment is completed:

• The reservation is not confirmed

• The temporary hold on availability is released

• The customer must restart the booking process

No booking is created unless payment is successfully completed.

Cancellation Email (If Enabled)

If you have cancellation emails enabled in your back office settings, the system can automatically send a cancellation email when the session expires.

Important:

• This only applies if the email setting is enabled

• The email is sent to the address entered during checkout

• The reservation (if created) will show as cancelled

If this setting is not enabled, no email will be sent — the session simply expires and inventory is released.

For instructions on enabling session expiry emails, see:
Customer self service booking cancellation

What If the Customer Was Entering Card Details?

If the session expires:

• The checkout page will no longer allow payment

• The customer must start again

If payment was successfully processed before expiry, the booking will complete normally.

If there is uncertainty, check:

• The reservation list in the back office

• The payment record

Does Session Expiry Affect Availability?

Yes.

While the session is active:

• Availability is temporarily reduced

When the session expires:

• Availability is restored automatically

This prevents abandoned checkouts from blocking stock.

Common Customer Questions

“My booking disappeared.”
The session likely expired before payment was completed.

“I received a cancellation email but I didn’t cancel.”
This can happen if checkout expired and session expiry emails are enabled.

“Was I charged?”
Only successful payments create confirmed bookings. If unsure, check the reservation list and payment records.

Best Practice for Store Owners

• Set a reasonable session timer (not too short, not too long, minimum is 30 minutes)

• Enable and customise cancellation emails

• Make sure the email wording clearly explains why the booking was cancelled

• Train staff to check both reservations and payments if customers report issues