Canceling Appointments via the Guest App

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:
• Deposit Fee Configured: If a deposit is required for the service, canceling the appointment will automatically close the ticket.
• 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.

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

1. Clients must download your custom MyTime white-labeled app from the Google Play Store (for Android users) or the Apple App Store (for iOS users).

2. Upon downloading, navigate to the home screen and tap on the account icon located in the top right corner

3. On the sign-in page, clients can either log in using their MyTime consumer credentials or sign in using Facebook. For IOS users, they will also have the option to sign in using Apple                                                                                                               

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 Booking" option at the top of the screen

8. The following confirmation page will be displayed

9. Select "Yes, Cancel Appointment"

10. Once the appointment has been canceled, the confirmation will be displayed as shown below

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

If a payment has been successfully processed for an appointment that requires cancellation, the system will display the following error message when attempting to cancel the appointment

For more information contact us at support@mytime.com.     

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