Ecommerce Platform | Making treatments bookable & Troubleshooting availability

Ecommerce Platform | Making treatments bookable & Troubleshooting availability

🔍 Summary

This article explains how to ensure that treatments and spa days are correctly set up and bookable within your ecommerce platform, and provides detailed troubleshooting guidance for common availability issues. As all treatment and spa day availability is determined by your Experience Management System (EMS) — previously known as Premier — this checklist will help you identify where configuration issues may lie and how to resolve them.

❓ Likely Scenario

You might use this guide if:

  • Individual treatments or spa days are not appearing as available online.

  • Availability is inconsistent or unreliable on your website.

  • Treatments cannot be added to the basket.

  • Availability for all treatments and spa days has suddenly disappeared.

🛠️ Process Overview

In this section, you’ll find a structured troubleshooting process for resolving booking and availability issues. You’ll start by checking configuration settings in EMS (Premier) and then review your ecommerce platform setup. The guide also includes steps for IT teams to check performance-related causes and instructions for when to contact Journey Support.

✅ Step-by-Step Instructions:

Issue One: Individual Treatments Not Showing Availability Consistently
If a treatment doesn’t show availability online once published:
  1. First, try booking it manually within EMS (via Reception).
    1. If it cannot be booked manually, look for a reason (e.g. No Rooms, No Staff Available, or insufficient time slots).
  2. If the diary shows availability, check the following EMS configuration points:
    1. Appointment Code is active, web bookable, has a start date in the past (or none), and no end date.
    2. Staff are allocated to the appointment code.
    3. A Room or Facility is assigned.
    4. Staff are web bookable and have valid rotas set.
    5. Columns don’t require extending.
    6. A Promotional Pricing Code has been applied.
    7. Automatic Reservation References are enabled (recommended after going live).
  3. Then, review your ecommerce platform configuration:
    1. Ensure no availability rule is blocking the dates/times you’re checking.
    2. Confirm that the treatment is published and visible to the public.
Issue Two: Treatments Have Intermittent Availability
If availability appears inconsistently:
  1. This typically means data isn’t being delivered from EMS to your ecommerce platform quickly enough.
If you are not on Premier Cloud, ask your IT team to check:
  1. The internet connection is fast and stable enough.
  2. There isn’t excessive network traffic.
  3. The server meets minimum EMS hardware standards (contact EMS support for the latest specs).
  4. No backups or heavy software processes are running during operating hours.
  5. The server has been recently rebooted.
  6. The proxy server connection is stable.
If you are on Premier Cloud, or if these checks don’t resolve the issue, contact Journey Support via live chat at support.journey.travel

Issue Three: Cannot Add Treatment to Basket

If a treatment can’t be added to the basket:
  1. It’s usually because Promotional Pricing isn’t set up in Premier (EMS).
To fix this:
  1. Review the setup following the guide: Setting Promotional Pricing in EMS.
  2. Check both the treatment and any extras (e.g. “Glass of Prosecco”) linked to the booking.
If the issue persists, contact Journey Support with:
  1. The spa item name,
  2. The date attempted, and
  3. The time or error message encountered.
Issue Four: No Availability for All Treatments and Spa Days

If everything has suddenly stopped showing availability:

If not on Premier Cloud:
  1. Ask your IT team to restart your Premier API services, as outlined in No Availability After Reboot.
  2. Ensure the API connection isn’t being refused.
If on Cloud, or if this doesn’t resolve the issue:
  1. Contact Journey Support immediately via live chat at support.journey.travel

🧠 Important Note

To help the Journey Support team troubleshoot efficiently, please provide:
  1. Time of day the issue occurred and how long it lasted.
  2. URL or page where the problem occurred (is it random or always the same?).
  3. Frequency of the issue — how often does it happen?
The more detail you can share, the quicker our team can identify and resolve the issue.

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