Reschedule, change staff or cancel a booking
Update the existing appointment and verify the new time or cancellation before communicating it to the customer.
Reviewed:
Open all bookingsButton names are shown in English and Vietnamese where useful. Your workspace language may differ from this guide.
Decide what the customer wants
Use rescheduling when they still intend to attend, and cancellation when they do not. A customer requesting another staff member is a change to the existing booking, not a reason to create a duplicate.
Change the time or staff
- Open the existing booking from Calendar or All Bookings. Confirm the customer and original date.
- Choose the reschedule/edit action available for its status.
- Select the new date/time and staff. Check service coverage and duration rather than assuming every empty slot can accept the booking.
- Confirm the new details with the customer and save once.
- Reopen the booking and check the new time, staff and status. A pending approval request remains pending when rescheduled.
Cancel the appointment
- Open the booking and select Cancel when available.
- Read the confirmation and enter a reason if requested. Make sure the customer wants to cancel rather than just arrive later.
- Confirm cancellation. Check that the booking displays Canceled before offering that time to someone else.
- Check Message History when you need to know the outcome of a notification; saving the change and successful delivery are separate results.
Customer self-service and problems
Customers can use their booking management link for the changes permitted by the current policy. If a change is not available there, review it from the workspace. Do not tell customers to reply C to confirm. If a change is blocked, read the state-specific explanation. Reload a booking changed by another person before trying again, and contact support if the saved details still disagree with the calendar.