Cancellations, reschedules, and no-show handling
Customer-initiated cancellations and reschedules
Every confirmation email and SMS contains a unique cancel/reschedule link. Customers click it to manage their appointment without calling you.
Cancel link sends them to a page asking for an optional reason and confirms cancellation
Reschedule link shows your remaining availability and lets them pick a new slot
Cancellation policies (window, fees) are configured in calendar settings and shown on the cancel page
Set a cancellation policy
Calendar → Settings → Cancellation Policy
Set the cancellation window (e.g., 24 hours before appointment)
Set behavior outside the window: not allowed, requires manual approval, or fee charged
Customize the policy text shown to customers — keep it short, clear, and friendly
Cancellation fee enforcement
Cancellation fees can be auto-charged to the saved payment method (requires customer-saved card from booking)
Or queued for manual collection by your team
Be transparent: cancellation policies must be shown at the time of booking, not buried in confirmation emails
No-show handling
When an appointment time passes and the customer didn't show up:
Open the appointment in the calendar
Click "Mark No-Show"
Choose follow-up action: send reschedule offer, charge no-show fee, add to no-show smart list
System automatically tags the contact with "no-show" — useful for identifying repeat offenders
NOTE — No-show pattern detection
Build a smart list filtered by "no-show count >= 2 in last 90 days." These customers may need stronger pre-booking screening (require a deposit, require credit card on file). Repeat no-shows quietly drain hours of your team's time — having the data lets you make policy decisions based on facts, not feelings.
Reschedule by your team
Open the appointment — click "Reschedule"
Pick the new slot from the calendar view
System auto-notifies the customer via SMS and email with the new time
Original confirmation/reminder schedule shifts to the new time automatically
Mass reschedule (e.g., staff out sick)
Calendars → select the affected day or staff
Bulk-select appointments → "Reschedule"
Either offer self-service reschedule links to all affected customers, or pick alternative slots manually
Customers receive automatic notification of the change
