Keeping an internal note on a customer

An internal note lets your team record something about a customer — a preference, a past problem, an agreed exception — so whoever serves them next already knows.

Internal notes are staff-only. They are never shown to the customer, and never appear on an invoice, a booking confirmation, an email, or anywhere in the online booking pages.

Adding or editing a note

1. Open the customer, from Customers or from a booking.
2. Scroll to the Internal note section.
3. Click Add note, or Edit if there is already one.
4. Type the note and click Save note.

There is one note per customer, and saving replaces what was there before. If you want to add to a note rather than replace it, edit it and add to the existing text.

The note saves on its own — you do not need to save the rest of the customer record afterwards.

Who last changed it

Under the note you will see who last changed it and when, in your store's time.

That stamp only moves when the note text itself changes. Editing anything else about the customer, or opening the note and saving it unchanged, leaves it showing the person who really wrote it.

Clearing a note

Edit the note, delete all the text, and save. The note is removed and the section returns to its empty state.

The Lightspeed note is separate

If your store is connected to Lightspeed, you may also see a Lightspeed note below the internal note, marked Read-only.

That is the note held against the customer in Lightspeed, and it is brought across every time the customer syncs. It cannot be edited in Bike Reservation Manager, because the next sync would simply overwrite whatever you typed. To change it, change it in Lightspeed.

The two are completely separate. Your internal note is never sent to Lightspeed, and the Lightspeed note is never changed by anything you do here.

If a note will not load or save

If the note cannot be loaded you will see Couldn't load the internal note with a Try again button, rather than an empty section. This matters: an empty section means the customer genuinely has no note, so the two are deliberately shown differently. If you see the error, do not assume the customer has no note — try again, and check with support if it persists.

If a save fails you will see a message, and the text you typed stays in the editor so you can try again without retyping it. Do not close the panel until the save has succeeded, or you will lose what you wrote.

What customers can see

Nothing. Internal notes do not appear on invoices, emails, booking confirmations, waivers, or the online booking pages. They exist only inside Bike Reservation Manager, for your team.

They are visible to anyone on your team who can open the customer record, so write them as you would want a colleague — or the customer, if it were ever read aloud — to read them.