Appointment Cancellation Reasons

MyTime allows you to require cancellation reasons for appointments canceled in-store, regardless of whether a cancellation policy is enforced. This helps track why appointments are canceled and enhances your reporting insights.

Things to know:

• The ability to configure appointment cancellation reasons is controlled by the "Access Account Settings" access control setting.
• After cancellation reasons are set up, staff must choose a reason when canceling an appointment in-store or removing a client from the waitlist. 
• Clients canceling appointments online will not be prompted to provide a reason. 
• The first reason in the list appears as the default, but staff can select any other option from the dropdown menu. The chosen reason is saved and displayed in the Cancellations/No Shows report.
• The setup option displayed in the top-right user menu depends on how you access the account and your assigned role:
• When navigating from the Parent Account (Location Management tab):
• Admin: Displays Business Setup when viewing the location account.
• Login As: Displays Location Setup when viewing the location account.
• When logged in directly at the Location Level:
• Location Owners & Location Managers: Display Location Setup.
• Service Providers & All Other Roles: Display Profile Setup.

  
  

To enable appointment cancellation reasons:

1. Navigate to Business Setup / Location Setup > Settings
2. Scroll to the Cancellation Policy section
3. Toggle “Activate Cancellation Reasons” to YES
4. Click the +Add link to start entering your cancellation reasons
5. You can:
   • Add multiple reasons by clicking +Add
   • Delete any reason by clicking the red “X”
6. Once your reasons are entered, scroll to the bottom and click "Save."                                                                                                                

 Related Articles:

• Cancellation Policy Settings
• Customizing Cancellation Policy Message
• Cancellation Policy for Appointments
• Canceling Appointments
• Canceling Appointments on Scheduler App
• Canceling Appointments via the Guest App
• How Do Cancellation Fees Work for Appointments / Class Enrolments Covered by Packages or Memberships?
• Cancellations / No-Shows Report