...send an automatic email out to them "you finished everything but didn't complete the booking, follow the instructions if you still would like to make that appointment"

We have an issue that for some reason every 2 weeks at least 1 client comes in PER location who says they booked an appointment but we have no record of it. Our current procedure is to ask them to show us the appointment confirmation email then if they don't have that, let them know that they must not have booked the appointment all the way. This is highly awkward and although we or Boulevard are doing anything wrong, I feel adding this step/automation may cut these down and also could potentially increase bookings by taking a second chance.