Report an incident and share it with the pet parent

Things sometimes go wrong: a scratch in the play yard, an upset stomach, a chewed bed. An incident report records what happened and what you did about it. A manager reviews it, then shares it with the pet parent, who confirms they have read it.

Who can do this: anyone with the "Create / edit bookings" permission can report an incident and add photos. Only a Manager, Admin or Owner can mark it reviewed and share it with the pet parent. Everyone who can view the calendar can read reports.

Why honesty matters

Parents forgive accidents. They don't forgive finding out later. A clear, factual report, shared the same day, protects the pet, the parent's trust and your team. Write what you saw, not who was to blame, and never leave something out because it is uncomfortable.

Report an incident

1. 1On the stay sheet, tap Report an incident. Or open Incidents in the sidebar (/app/incidents) and tap Report an incident, then search for the customer and pick the pet.
2. 2Set the Date it happened and Time.
3. 3Choose a Severity: Minor (no treatment needed), Moderate (first aid or close watching) or Serious (vet visit or emergency).
4. 4Choose a Category: Injury, Illness, Behaviour, Escape, Property or Other.
5. 5Fill in What happened (at least 5 characters) and Action taken.
6. 6Tick A vet was contacted if that applies.
7. 7Tap Report incident.

The report is saved as a draft and every manager gets a notification. On the next screen, tap Add incident photos to attach pictures. Incident photos stay with the report and are not shown to the parent unless a manager shares them.

While the report is a draft, anyone who can report incidents can correct it with Edit report.

Manager review

Until a manager acts, the team sees Waiting for a manager to review.

1. 1Open the report from the notification or from Incidents.
2. 2Check the facts with the person who reported it.
3. 3Tap Mark reviewed. The report can no longer be edited.

Share it with the pet parent

1. 1Tap Share with pet parent.
2. 2Read the confirmation. It explains that the parent will get a WhatsApp alert with a link to the report and will be asked to acknowledge it.
3. 3Tap Share now.

The parent sees when it happened, the severity, the category, what happened, the action taken and whether a vet was contacted. A shared report can't be edited or un-shared.

Parent acknowledgement

The parent opens their link, reads the report and types their name to acknowledge it. Only the parent can do this. Staff can't acknowledge on their behalf.

• Until then, the report shows Shared, waiting for the parent to acknowledge and the list shows Waiting.
• When they acknowledge, you get an Incident acknowledged notification and the report shows their name and the time.

The incidents list

/app/incidents shows every report with when it happened, the pet and parent, a severity chip (grey for minor, amber for moderate, red for serious), the category, the status and whether it was acknowledged. At the top are two counts: Waiting for review and Shared, not acknowledged. Filter by status, severity and date range.

Good to know

• For anything serious, call the parent as well. Don't let the alert be the first they hear of it.
• If no WhatsApp alert could be sent (alert off, no phone number, or the parent opted out), the report still appears on their link and you are told to let them know yourself.
• Tap Print on a report for a paper copy for your records or the parent's vet.

Tip: chase anything under Shared, not acknowledged after a day. A quick call closes the loop.