If you want customers to reschedule or cancel appointments on their own, we've introduced a feature to let them do exactly that!
✅ This feature is available to our Pro Plan customers.
Enabling Customer Rescheduling and Cancellations
From the Dashboard, on your event click Edit > Advanced > “Booking Management” section. You can check a box to enable customer rescheduling & cancellations for each event. You can set cut-off times to prevent customers from cancelling or rescheduling too close to their timeslot.
Once enabled and your next booking comes in, this will generate a reschedule link in the customer's email. Now when customers need to cancel, they can in three clicks! You and the customer will be notified when changes happen via an email notification.
If the reschedule link isn't appearing in your emails
1. Head to Settings > Email & Text Settings > Edit the email you wish
2. Add this snippet in your confirmation email.
{{#if reschedule_booking_link}}
Need to reschedule?
You can reschedule or cancel your booking here. {{/if}}
2. When you hover over "here" you can use the link {{reschedule_booking_link}}
3. Click Save. If you wish, you can add this to your automatic reminder emails too.
What if I want customers to reschedule, but not cancel?
On the event, set the cancel hours to a very high window. Now customers will see the reschedule, but not the cancel button. In place of the cancel button, text will appear to set expectations with the customer to reach out to cancel.
To change that text that appears in place of the button, go to Settings > Text & Language Settings and edit the placeholder text
Your cancellation and reschedule windows apply to bookings made with packages and bundles too!
Setting a reschedule and cancellation deadline
You can control how late a customer may act, so a last-minute change does not wreck your day. With Allow customers to reschedule and cancel appointments turned on, two fields appear:
Reschedule cutoff — how many hours before the appointment a customer can still reschedule. Enter 24 and they can only reschedule while the appointment is more than 24 hours away.
Cancellation cutoff — the same, for cancelling.
Two values behave specially:
0 — the customer can act right up to the start time.
-1 — no deadline at all. The customer can still act after the appointment has passed. Useful for flexible or open-dated services.
Past the cutoff, the customer is told the deadline has passed and to contact you. Make sure your confirmation email gives them a way to reach you.
Customers who are signed in
A customer signed in to their Shopify account does not need the email link. They can act in two places:
My Bookings, a page in their account listing every booking they have with you. Bookings you added by hand appear here too.
The order status page, where an order with a booking shows a Manage Booking panel.
Both respect the cutoffs above. Once an appointment has passed, the order status page hides the buttons and shows a short notice instead, so nobody is left clicking something that will refuse.
What happens after I cancel the booking?
If the booking is paid, the Shopify Order will be automatically refunded if you're on the Pro Plus plan (Settings > General > Shopify Workflows > Automatic Refunds). Otherwise a manual refund is required.
Cancelled bookings appear in the Bookings tab