At present, online bookings perform matching on customer name and one of phone number or email address.
This means that a booking may not match if the customer name is spelt or formatted differently, or the booking was made by another person (e.g. family member).
If there is no match on customer, and a patient is specified, try and locate the customer based on the patient name and one of the phone or email address. Include the original customer name in the notes.