Rescheduling Appointments Online

MyTime allows you to configure online rescheduling so clients can manage their own bookings — reducing admin work for your staff while keeping your calendar organized.

Things to know:

• Online rescheduling is managed by a hidden account setting. To have it enabled, contact the MyTime Support team at support@mytime.com.
• Before a client can reschedule online, the appointment must meet the following conditions:
  
• Future-dated: Only upcoming appointments are eligible. Past appointments cannot be rescheduled online.
• Valid status: Appointments marked as Completed, Cancelled, or No-Show cannot be rescheduled. Pending appointments (not yet accepted by the business) can be rescheduled at any time, as normal cancellation rules don't apply.
• Within your cancellation policy: Rescheduling is only permitted outside your configured cancellation window, preventing clients from moving appointments at the last minute to avoid fees.
• You control when clients can reschedule via your Cancellation Policy settings:
  
• Up until appointment: Clients can reschedule any time before the appointment starts.
• Never: Online rescheduling is disabled; clients must contact you directly to make changes.
• Custom: Set a specific notice period required before changes can be made (e.g., 24 or 48 hours).
  
• The system also enforces any advance notice window you've configured. For example, if a 4-hour notice is required, clients cannot reschedule to a time slot sooner than 4 hours from the moment they make the change.
• Clients can reschedule regardless of whether the service is in-store or at their home.
• If a client selects a specific staff member, a star icon will indicate they've made a preference request. This selection overrides any preferred staff gender set during the original booking.
• If an appointment requires two staff members, the system will confirm both are available before allowing the client to choose a new time.
• You cannot switch the appointment to a different client, family member, or pet when rescheduling.
• Rescheduled appointments are labeled as Rescheduled under My Account > Bookings.
• If a selected time slot is taken before the reschedule is confirmed, clients will see the message: "Time is no longer available."

• Eligibility for Rescheduling
• To ensure your schedule remains organized and your policies are respected, online rescheduling is subject to the following requirements:
• Account Configuration: Online rescheduling is managed by a hidden setting. Please contact the MyTime Support team at support@mytime.com to have this feature enabled for your account.
• Appointment Status: 
• Once an appointment is marked as Completed, Cancelled, or No-Show, it can no longer be rescheduled.
• Clients can reschedule a "pending" appointment at any time. Because the business hasn't accepted it yet, normal cancellation rules don't apply.
• Future-Dated: The appointment must be set for a future date; past appointments are not eligible for online rescheduling
• Policy Compliance: Rescheduling is only permitted if it falls outside your business’s configured Cancellation Window. This prevents clients from moving appointments at the last minute to avoid cancellation fees.
• You can control when and if clients can reschedule via the Cancellation Policy settings:
• Up until appointment: Clients can reschedule their appointment any time prior to the start time
• Never: Online rescheduling is disabled; clients must contact you directly
• Custom: Set a specific timeframe (e.g., 24 hours or 48 hours) required for a client to make changes online
• Any Location Allowed: Clients can reschedule appointments regardless of whether the service takes place at their own home or in-store.
• You cannot switch the appointment to a different client, family member, or pet when rescheduling.
• The system automatically manages financial updates so you don't have to manually process refunds or new charges:
• Deposit Transfers: Deposits are automatically transferred during the rescheduling process. The client will see a message stating: "Your deposit of x amount will automatically transfer to the new appointment. No additional payment is required at this time."
• Price Adjustments: If the new time slot has a higher price (e.g., peak pricing), the system will place a new authorization on the card for the higher amount. If the new slot is cheaper, the price is updated, and the final balance is handled at checkout.
• Package Validation: If a package was used for the original booking, the system re-verifies that the package is still valid for the new date.
• Expired Rewards and Gift Cards: If a client used loyalty points, a referral credits, or a gift card for the original booking, but they expired by the time they reschedule, they will be required to use a different payment method to complete the change.
  
• The system enforces the company's required advance notice window for all rescheduled appointments. For instance, if a 4-hour advance notice is required, a client cannot reschedule to a time slot sooner than 4 hours from the moment the change is made.
• If mandatory custom fields are added to an intake form after a client has booked an appointment, the system will not force the client to fill out those new fields when rescheduling.
• Clients can still reschedule an appointment even after the ticket has been closed, as long as they meet the cancellation and advance notice requirements.
•  If a client selects a specific staff member while rescheduling, a star icon will appear to show that they requested that person.
•  If a client manually picks a specific staff member, the system will allow them to book that person regardless of any preferred staff gender they chose during the initial booking.
•  If an appointment requires two staff members, the system will ensure both team members are available before letting the client choose a new time.
• Rescheduled appointments are automatically labeled as "Rescheduled" under My Account > Bookings
• If a selected time slot is taken by another client before the reschedule is confirmed, an error message will appear stating: "Time is no longer available."

To reschedule an appointment online simply:

1. Navigate to your business website or booking widget
2. If your business has multiple sites, select their preferred location to ensure they are viewing the correct booking calendar
3. Click the "Sign In" button at the top of the page
4. 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
5. Click the dropdown next to your initials and select Account
6. In the left sidebar, select Bookings
7. Click View Details next to the appointment you want to change
8. Click the Reschedule link
9. On the Pick a Time page, a banner will display your current appointment details — select a new date and time from the available options
10. Click Confirm Reschedule

    
    

For more information, contact us at support@mytime.com or (385) 233-6964.    

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