Daily Operations

Cancelling and Rescheduling Bookings

Use this guide when a customer calls to change an appointment or the front desk needs to adjust the schedule.

Open bookings

Decide what needs to change

Do not cancel a booking when the customer only needs a different time. Reschedule first when the visit is still expected to happen.

Estimated time: about 3 minutes for a simple change.

  1. Open the booking from the calendar or booking list.
  2. Confirm the customer name and current appointment time.
  3. Ask whether the customer wants to move the booking or cancel it.
  4. Check the business policy if the change is close to the appointment time.
Open the booking details first so the team changes the correct appointment.

Reschedule a booking

Rescheduling keeps the customer history and booking trail together.

  1. Select Reschedule from the booking details.
  2. Choose the new date.
  3. Pick the service and staff options if the customer wants a different staff member.
  4. Choose an available time slot.
  5. Confirm the new time before saving.
  6. Tell the customer to check for the updated confirmation message if messaging is enabled.

Cancel a booking

Cancel only when the customer no longer plans to come in.

  1. Select Cancel from the booking details.
  2. Confirm that this is the correct booking.
  3. Add a short note if your team needs context.
  4. Save the cancellation.
  5. Check Message History if the customer asks whether a cancellation update was sent.

After the change

Make sure the calendar reflects the final plan.

  1. Return to Calendar Guide.
  2. Confirm the old time is no longer holding the customer.
  3. Confirm the new time appears if the booking was rescheduled.
  4. Review No-Shows only if the customer missed the appointment without notice.