Managing Cancellations and Rescheduling

Understanding Cancellation Policies

A clear cancellation policy protects your business and sets expectations with customers. Consider factors like advance notice requirements, refund policies, and rescheduling options.

Setting Up Cancellation Rules

1. Navigate to Settings > Booking Rules > Cancellations
2. Set minimum cancellation notice (e.g., 24 hours)
3. Define refund policies for different time frames
4. Configure automatic notifications for cancellations

Handling Rescheduling Requests

Make it easy for customers to reschedule rather than cancel completely:

• Enable self-service rescheduling through customer portal
• Set limits on how many times appointments can be rescheduled
• Require advance notice for rescheduling requests
• Offer alternative time slots when possible

Waitlist Management

Turn cancellations into opportunities by maintaining a waitlist:

1. Enable waitlist feature in booking settings
2. Automatically notify waitlisted customers when slots become available
3. Give waitlisted customers priority for cancelled appointments
4. Set time limits for waitlist responses

Communication Best Practices

• Send confirmation emails for all cancellations and reschedules
• Provide clear instructions for refund processing
• Maintain professional tone even with last-minute cancellations
• Follow up with customers who frequently cancel or reschedule