Canceling Appointments

You can cancel any appointment directly from the appointment modal in just a few clicks. This article outlines key details and conditions related to canceling appointments.

Things to Know:

• The ability to cancel appointments is governed by the "Accessing Appointments" access control setting
• If payment has already been processed, canceling the appointment will trigger this error: "There was an error: This appointment has been paid for. Please refund or edit the ticket before canceling."  
• To cancel a paid appointment, you must first issue a full refund on the associated ticket. However, if the ticket value is $0 or was covered by a membership or package credit, no refund is required.
• Once canceled, the appointment is removed from the schedule
• When canceling an appointment that is part of a recurring series, you’ll be prompted to cancel only the selected appointment, or cancel all appointments in the series.
• Ticket Association:
  • If an appointment is not linked to a ticket, you will see a "Create Ticket" button
  • If an appointment is already linked to a ticket, you'll see the "View Ticket" option instead
• 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.
• Canceling In-Store
  • When an Appointment Booked Online is Canceled In-Store:
  • If the client booked online, their card on file will be automatically charged when the appointment is canceled.

  • The system automatically voids the associated ticket and updates the appointment value to $0.

  • If a cancellation fee is configured, the fee is automatically charged to the card on file.

  • Two tickets will appear on the appointment:

  • One voided ticket for the original appointment

  • One closed ticket for the cancellation fee that was charged

  • 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 will be created for the canceled appointment
  • A ticket for the cancellation fee will appear on the appointment modal
• Canceling Online
  • When an Appointment Booked Online is Canceled Online:
  • The system automatically voids the associated ticket and updates the appointment value to $0.
  • If a cancellation fee is configured, the fee is automatically charged to the card on file.
  • Two tickets will appear on the appointment:
  • One voided ticket for the original appointment
  • One active ticket for the cancellation fee that was charged
  • When an Appointment Booked In-Store is Canceled Online:
  • If a cancellation fee is configured, the card on file will be automatically charged.
  • No ticket will be created for the canceled appointment.
  • A ticket for the cancellation fee will appear on the appointment modal.
    
• When viewing the Closed Tickets report, appointments marked as No-Show or Cancelled will display the status as “Cancelled” in the Status column.

To cancel an appointment, simply:

1. Navigate to the schedule 
2. Locate the appointment you wish to cancel
3. Click on the appointment
4. Select the Cancel Appointment link at the bottom left of the modal
5. There is a confirmation box that will populate asking you to confirm this action. Confirm the cancellation by clicking Yes on the confirmation pop-up                                                                                                                                                                                                                                                                                                             

If the account has cancellation reasons defined, you will be prompted to select the cancellation reason.                                                                                                                                                                                                                                                                   

If a cancellation fee is set up, you will be asked to confirm if you want the fee to be charged.                                                                                                                                                                                                                                                                                                                                                                    

Related Articles:

• Rescheduling Appointments
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