Canceling Appointments In-store

You can cancel appointments directly from the appointment modal in just a few clicks. This article outlines key details, conditions, and how tickets are handled when an appointment is canceled.

Things to Know:

• The ability to cancel appointments is controlled by the "Accessing Appointments" access control setting.
• Once canceled, the appointment is immediately removed from the calendar schedule.
• If the appointment is part of a recurring series, you can choose to cancel only the selected occurrence or all future appointments in the series.
• If payment has already been collected for an appointment, the system will prevent cancellation and display an error: “This appointment has been paid for. Please refund or edit the ticket before canceling.” To cancel a paid appointment, you must issue a full refund first.
• Exceptions: A refund is not required prior to cancellation if the ticket total is $0, or if the service was paid using a membership or package credit.
• Ticket Behaviors
  • When an appointment is canceled, the system updates the associated ticket status automatically:
  • No Ticket Created: The modal displays the Create Ticket button.
  • Ticket Already Exists: The modal displays the View Ticket link.
• No Fee Charged: If no cancellation fee is enforced, the original ticket will display on the appointment modal marked as Voided.
• Canceling In-Store
  • When an Appointment Booked Online is Canceled In-Store:
    • The system automatically updates the appointment value to $0
    • If no cancellation fee is charged, only the original ticket will appear on the appointment modal as voided.
    • If a cancellation fee is configured, the fee is automatically charged to the card on file, and two tickets will appear on the appointment modal:
      • One voided ticket for the original appointment
      • One closed ticket for the cancellation fee
  • When an Appointment Booked In-Store is Canceled In-Store:
  • If a cancellation fee is configured, you will be redirected to POS to manually process the payment. On the payment screen, you can choose to charge the card on file or select another payment method.
  • No ticket is created for the canceled appointment
  • A ticket for the cancellation fee will appear on the appointment modal
• 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 or routed to the POS for staff collection. 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, simply:

1. Navigate to the Scheduler
2. Filter by the desired date and location (if multiple locations exist)
3. Locate the appointment by:
   
   • Manually scanning the schedule, or
   • Using the search bar to find the client by name
4. Click the appointment tile to open the appointment modal
5. Click Cancel Appointment
6. Confirm the cancellation by clicking Yes on the confirmation pop-up
7.  If cancellation reasons are configured, select a reason from the list
8. If a cancellation fee is set up, confirm whether you would like to charge the fee

Related Articles:

Cancellation Policy for Appointments

Marking Appointments as No-Show

Canceling Appointments on Scheduler App

Rescheduling Appointments

Scheduling Multi-Staff Appointments

Scheduling Recurring Appointments

Appointments / Bookings Report

Booking Appointments for Multi-Client Services In-store

Booking Multi-Client Appointments Online

Booking Appointments for Multiple Pets Online

Scheduling Appointment for Pets

Scheduling Appointment for Family Members