Canceling Appointments on Guest App

Modified on Fri, 13 Nov at 8:16 AM

This article will walk you through the steps for canceling appointments via the guest app.

Things to know:

Clients can only cancel an appointment outside the cancellation window if it is still in a pending state. Once the appointment is accepted, the cancel link disappears.
The cancellation policy is always displayed to the client during cancellation.
If a cancellation fee is configured:
It only applies if the client cancels within the specified cancellation window.
The card on file is charged automatically when the fee applies.
The Appointment Confirmation page will show the fee charged.
Two tickets are generated: one voided for the original appointment and one active for the fee.
If the appointment was booked in-store but canceled online, no ticket is created for the original appointment, but a ticket for the fee appears.
The bookings page will display "canceled" next to any recently canceled appointment
When an appointment is booked online, a ticket is automatically generated. If the appointment is later canceled (either online or in-store), the system will handle the associated ticket based on the service configuration:
Prepaid Appointments: If the appointment is prepaid and canceled within the cancellation policy, the ticket is automatically voided.
If the cancellation occurs outside the policy and a cancellation fee is charged, the ticket will be automatically closed instead.
Cancellation Fee Applied: Whether or not the appointment was prepaid, if a cancellation fee is applied at the time of cancellation, the ticket will be automatically closed.
Appointments with Tax Applied: If tax is applied to the appointment, canceling it will result in the ticket being automatically voided.
No Deposit, Prepayment, Cancellation Fee, or Tax: If none of the above conditions apply, the ticket will be automatically voided upon cancellation.
Deposit Rules & Cancellation Fees
- By default, when an appointment is canceled or marked as a no-show, the collected deposit automatically converts into the cancellation fee, and no additional payment is collected—even if the deposit amount is less than your configured cancellation policy fee.
- When the "Collect the remaining cancellation fee when the deposit doesn't cover it"setting is enabled, your account can collect the outstanding difference whenever a deposit is less than the total cancellation fee. Once settled and closed, the ticket itemizes the charges into two distinct line items: Deposit Fee and Appointment Cancellation Fee, alongside any applicable taxes and surcharges.
  - Example: A client books a service valued at $100, subject to a 50% cancellation policy ($50) and a $15 upfront deposit:
  - Default Behavior: When canceled, the $15.00 deposit converts into the cancellation fee, the ticket closes, and no additional balance ($0.00) is charged.
  - Setting Enabled: When canceled, the system calculates the remaining balance:
    - Cancellation Fee: $50.00
    - Deposit Paid: -$15.00
    - Remaining Balance Due: $35.00 (plus applicable taxes & surcharges)
    - The $35.00 balance is charged to the client's card on file
    - Once settled, the closed ticket displays two separate line items: Deposit Fee ($15.00) and Appointment Cancellation Fee ($35.00).
- Appointment Cancellations Without an Upfront Deposit: If a staff member waives or skips deposit collection at booking, cancellation fees are processed based on who cancels the appointment:
  - Online Cancellations (by Client): The client’s card on file is automatically charged the applicable cancellation fee.
  - In-Store Cancellations (by Staff): The system prompts the staff member to collect the cancellation fee. However, staff members can choose to manually waive the fee.
- Converted deposits appear as "Appointment Cancellation Fee" on the client's ticket and is displayed under the Cancellation Fee column in reports
- If Cancellation Fees Tax is enabled at the location, the configured tax rate dynamically applies to the converted deposit amount:
- Non-VAT (Exclusive Tax): With a 3% tax and a $30.00 deposit:
  - Cancellation Fee: $29.13
  - Cancellation Tax (3%): $0.87
  - Total: $30.00 (No extra charge collected)
- VAT-Inclusive Tax: With a 5% VAT-inclusive tax and a $10.00 deposit:
  - Cancellation Fee: $10.00
  - Sales Tax (5% Incl.): $0.48
  - Total: $10.00 (Tax is absorbed into the original deposit)

To cancel an appointment via the guest app, Client should:

1. Download the guest app from either the Google Play Store (for Android users) or the Apple Store (for iOS users)
2. Upon downloading, navigate to the home screen and tap on the account icon located in the top right corner, tap sign in

3. Choose their login method:

Standard: Enter their registered email address and password, then click 'Sign In'.
Social Login: Select 'Continue with Google,' 'Continue with Apple,' or 'Continue with Facebook' to use their existing social media credentials.

4. Upon signing in, clients will be directed to the My Account page, providing them access to view and manage their account details

5. Select "Bookings" located at the bottom of the screen

6. From the "Upcoming" tab, locate and select the appointment you wish to cancel

7. Select the "Cancel Appointment" option at the top of the screen

8. On the confirmation page that appears, select "Yes, Cancel Appointment"

9. Once the appointment has been successfully canceled, a confirmation will be displayed

10. The bookings page will now reflect "(canceled)" next to the recently canceled appointment.

Troubleshooting & Cancellation Errors

When canceling appointments, you may encounter the following system blocks depending on your setup:

Paid Appointments: If a payment has already been successfully processed for an appointment that requires cancellation, the system will display an error message and block the cancellation until the payment is refunded.

Missing Credit Cards: If your business has a cancellation policy configured but the client does not have a credit card saved to their account, the system will trigger an error message when they attempt to process the cancellation fee.