Applies to: All
Cancelling lets the customer know an appointment won't happen. It can't be undone, and cancelled appointments are hidden from the calendar by default, so the record stays available without cluttering your view.
Overview
Select Appointments from the left-hand navigation, then select the appointment.
Select the ⋯ menu, then Cancel. Or set the Status to Cancelled and select Save.
Add a cancellation note if it's useful.
Select Cancel appointment.
Step-by-step guide
1. Select Appointments from the left-hand navigation, then select the appointment you want to cancel. Its side panel opens.
2. Start the cancellation in either of two ways:
Select the ⋯ menu in the top-right corner of the panel, then select Cancel. This isn't the same as Cancel in the panel footer, which discards unsaved edits and leaves the appointment in place.
In the Status & Outcome section of the Appointment Details side panel, set Status to Cancelled, then select Save.
3. A dialog asks Cancel this appointment? You can add an optional cancellation note. The customer is notified of the cancellation and sees this note, so write it with them in mind.
4. Select Cancel appointment to confirm, or Keep it to go back without changing anything. A toast message confirms Appointment cancelled.
What happens after you cancel
It can't be undone. To rebook, create a new appointment.
The appointment is locked. Its status and details can't be changed. Customer Notes stays editable.
It's hidden from the calendar by default. To see cancelled appointments, check Cancelled in the Status section of the calendar sidebar. They show as an outline with the text struck through.
It's recorded in the appointment's history with who cancelled it and when.
It counts toward your cancellation rate.
If a customer declines the calendar invite for their appointment, the appointment is cancelled automatically and the history shows the customer made the change.
Booked by mistake?
If an appointment is a duplicate or a test, archive it instead. Archiving doesn't notify the customer and keeps the appointment out of your cancellation rate. See How to archive an appointment.
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