The Treatwell Pro system checks every new booking you receive to work out whether the client is coming to you for the first time, or if they're returning. You can read about the ins and outs of how that works here.
If you believe someone has been incorrectly considered a new/repeat customer, you can contact us and we'll investigate for you.
You'll need to provide reasonable proof of the client being in your client list or alternative software prior to their Treatwell booking, or that they have had a successful appointment* within the last 365 days.
You can find the full definition of new and repeat customers in our Partner Terms of Business here.
*A Successful Appointment is an appointment in Treatwell Pro (whether booked on the Treatwell website or app, Widget or directly at your venue) in which you have successfully provided your services to the customer. This does not include consultations or patch tests.