How to allow customers to change or cancel their appointments online

Your customers can change their own appointments using a link included in their appointment confirmation email or by logging in to the client login. By default, customers won't be able to alter their appointments, so this will need to be enabled first.

  1. Allow customers to change their bookings online
  2. Don't allow customers to change bookings online
  3. Changing appointments via email
  4. Changing appointments via Client Login

1

Allow customers to change their bookings online

  1. Head to  Setup > Online Payments in the main menu.
  2. Scroll down to the Cancellation and changes section: 

  3. Check the box next to  "Include a link in emails for customers to change their booking": 

  4. Select the cut off time for appointment changes or cancellations. This can be set to a specific interval (like 24 hours before), or you can make changes possible at Anytime

  5. You can then enter any Additional cancellation terms if desired. These will appear in the online booking process and in the customer's emails.

  6. Click Save to update.

2

Don't allow customers to change bookings online

If you don't want customers to be able to change bookings online, then you can turn this feature off. This will allow them to make the initial booking, but they will need to contact the business to cancel or reschedule.
  1. Head to Setup > Online Payments in the main menu.
  2. Scroll down to the Cancellation and changes section.
  3. Uncheck the box next to Include a link...
  4. Set When appointments can be changed or cancelled to Never

  5. Click Save to apply.

  6. You can then turn off online bookings completely, if desired.


3

Changing appointments via email

  1.  If you have given your customer permission to change their bookings online and their booking contains a single service or a service group there will be a button containing a link looks at the bottom of a customer's email that says View or change my appointment
  2. Once they click this button it will take them to your online booking page and give them the option to change or cancel their appointment 
  3. If they click change this will take them to the online booking page to select a new date and time for this appointment 

  4. If they select cancel it will take them to the cancellation page, asking them to select a cancellation reason and then confirm the cancellation. 

  5. Please note: This will not appear in your clients emails if they have a booking with two or more services unless they have booked a service group


4

  Changing appointments via Client Login 

  1. If you have given your client permission to change their appointments online and they are logged in to Client Login they will be able to reschedule or cancel their booking regardless of whether they have booked a single or multiple service appointment! 
  2. Once logged in to the Client Login and in the My Appointment section they will be able to see all of their upcoming appointments
  3. If they choose to reschedule their appointment it will take them to the Online Booking page to select and confirm a new date and time

  4. If they choose to cancel their appointment it will take them to the cancellation page, asking them to select a cancellation reason and confirm the cancellation

Important information 

Now that this feature is enabled there are some rules that mean your customers won't always be able to alter their appointments. Instead they will get a message to contact the business. 

The following rules apply when a customer wishes to change or cancel a booking: 

  • Customer appointment changes must be enabled (as described above).
  • The appointment date must be in the future. 
  • The appointment date must be outside the policy period for changes (under Setup > Online payments).
  • Appointments can't be cancelled if an invoice exists for that appointment, but they can be changed.
  • Recurring appointments can't be changed by the customer.
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