Incident review · Booking & onboarding

Why Julianne Wren received a booking email for a session that isn't in the system

Client: Lucy Gilbert · Order #33807 · Session date Mon 13 Jul 2026 · Reviewed 11 Jul 2026

Verdict — no system fault

The email was a genuine, correct FluentBooking host notification. It fired because a real booking existed on Julianne's calendar for ~6 minutes.

Root cause: a data-entry slip — Lucy's paid session was briefly created against the wrong therapist (Julianne Wren instead of Julia Loveridge), then corrected and the wrong one deleted. The correction left no booking behind, but the email had already been sent.

Lucy's real, paid session with Julia Loveridge is intact and correct. No client was affected.

Who's involved

Name	Role in this
Lucy Gilbert	The client (customer #2366)
Alex Sarkizova	Placement admin who ran Lucy's call and booked her sessions (user #1297)
talaadmin	Admin who onboarded Julianne — built her directory profile & booking calendar
Julia Loveridge	The correct therapist Lucy paid for (user #1386)
Julianne Wren	Therapist still onboarding — Inactive, not greenlit (user #2364) — received the stray email

Full timeline

All times UK local (BST). Reference IDs included so anything can be verified in the admin.

When	What happened	Who	Reference
Mon 6 Jul ~16:09	Lucy books a free 15-min placement call via the public placement-team page	Lucy Gilbert (self-serve)	Booking 12051 host: Alex Sarkizova
Thu 9 Jul ~10:50–10:58	Julianne Wren onboarded — WP user, therapist directory profile and FluentBooking calendar all created. Directory status set to Inactive; her booking calendar left Active	talaadmin	td_therapists id 95 = `inactive`; calendar 133 / events 622–628 = active
Thu 9 Jul ~18:30	Lucy's placement call takes place with Alex, then marked completed	Alex Sarkizova	Booking 12051 → completed
Thu 9 Jul 18:56	Lucy pays £60 for a Therapy Session. The order is already tagged to Julia Loveridge; Julia auto-notified "New sessions purchased"	Lucy Gilbert (payment)	Order 33807 therapist → Julia (#1386)
Thu 9 Jul 18:58	Alex books Lucy's follow-up 15-min with herself (15 Jul)	Alex Sarkizova	Booking 12188
Thu 9 Jul ~19:00	In FluentBooking admin, Alex searches the match tool for "julia", then opens an "Online Individual Therapy" event to create Lucy's session	Alex Sarkizova	Access log, Alex's session
Thu 9 Jul 19:01	✗ Alex creates the booking on the WRONG therapist — Julianne Wren (identical event name to Julia's). This fires the "New Booking" email to Julianne and a "confirmation with Julianne Wren" email to Lucy	Alex Sarkizova	Booking 12190, Julianne's event 623 — the flagged email
Thu 9 Jul 19:04	Alex edits that Julianne booking	Alex Sarkizova	Edit to booking 12190
Thu 9 Jul 19:07	✓ Alex creates the correct booking on Julia Loveridge. Julia notified; Lucy gets a second "confirmation with Julia Loveridge" email	Alex Sarkizova	Booking 12191, Julia's event 415 (survives today)
Thu 9 Jul just after 19:07	Alex deletes the Julianne booking (12190). The record is fully removed — but the email to Julianne had already been sent	Alex Sarkizova	Booking 12190 no longer exists

What this means — in plain English

Nothing in the software misfired. When a booking is created, FluentBooking emails the host — that's expected. Julianne got the email because a real booking sat on her calendar for ~6 minutes.
Root cause = a data-entry slip. Lucy's session was briefly created on Julianne Wren instead of Julia Loveridge. The two are almost impossible to tell apart in the picker — near-identical names.
Julianne's status was never the problem. She was Inactive on the morning of 9 July.

Reconstructed from WooCommerce, FluentBooking, the therapist directory tables, the email send log and the web-server access log. Every step above is backed by a database record or a logged request. UK Therapy Guide — internal.