Canceling an appointment booking

If a client wants to cancel a booked appointment, you can cancel the appointment from either the client’s profile or the schedule. If multiple clients are booked into an appointment, canceling the appointment booking for one client won’t cancel it for the others. Clients can also cancel the appointment themselves through either the Client Web App, the Achieve Client App, or the Appointment Confirmation email notification.

When canceling an appointment booking, keep the following information in mind:

  • If a visit that is paid for with a session pass or a membership is marked as Early Cancel, the visit will return to the session pass or membership. Returned visits won’t automatically pay for existing unpaid visits. To use a session pass or membership to pay for an unpaid visit you must reconcile the visit. For more information, see Reconciling unpaid visits.
  • If you cancel an appointment after a client has been marked as Late Cancel, the client’s cancellation status will automatically be changed to Early Cancel. Purchase Option visits that are used to pay for the service will be returned to the client, but late cancellation fees charged based on your business policies won’t be automatically refunded. To refund these fees, you must manually issue the refund to the client.
  • If a staff member cancels an appointment booking outside of the early cancellation window, on behalf of a client, the staff member can override the late fee and manually mark the appointment booking as Early Cancel. For more information, see Changing a client’s attendance status.
  • Enabling the Appointment Canceled by Staff notification will automatically select the checkbox to send the related notification to the affected clients when a staff member is canceling an appointment booking. If the Appointment Canceled by Staff notification is disabled, the staff member must manually select which notifications to send to the affected clients.

In this article:

    To cancel an appointment booking from a client’s profile:

    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Attendance.
    4. On the Attendance menu, click Upcoming Schedule.
    5. In the list, find the appointment you want to cancel. You may have to browse the list or filter the list to find the appointment.
    6. In the Action column, click the Actions button  and select Cancel Session.

    To cancel appointments in a recurring booking from a client’s profile:

    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Attendance.
    4. On the Attendance menu, click Upcoming Schedule.
    5. In the list, find an appointment in the recurring booking you want to cancel. You may have to browse the list or filter the list to find the appointment.
    6. In the Action column, click the Actions button  and select Cancel Appointments in Recurring Booking.
    7. In the cancellation wizard, select which appointments in the series you are canceling or select the Cancel all recurring appointments checkbox to cancel all appointments in the series.
    8. At the bottom of the screen, click Yes.
    9. Under Select reason, select the reason for the cancellation.
    10. To notify the client of the cancellation, select the Send email to affected client, the Send sms to affected client, and/or the Send push to affected client checkboxes.
      • To customize the notifications:
        1. Click Customize Email, Customize SMS, or Customize Push depending on which notification you want to customize.
        2. Make any required changes to the notification template. For more information on customizing email notifications, see Automated email template settings and Email variables.
        3. Click Save.
    11. Click Complete. The appointment bookings are canceled.

    To cancel multiple appointment bookings from a client’s profile:

    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Attendance.
    4. On the Attendance menu, click Upcoming Schedule.
    5. In the list, select the checkboxes to the left of the appointments you want to cancel. You may have to browse the list or filter the list to find the appointment.
    6. Click Early Cancel Selected.
    7. In the confirmation popup, click OK. The appointment bookings are canceled.

    To cancel an appointment booking from the schedule:

    1. Click the App Drawer button .
    2. In the App Drawer, click View All.
    3. In the list, click Schedule. You can filter the list by entering Schedule into the Search field.
    4. Cancel the appointment:
      • If you’re in calendar view:
        1. Click the appointment on the schedule.
        2. In the appointment window, click Early Cancel, Late Cancel, or No-Show.
          • If you change a client’s attendance status to No-Show or Late Cancel, the client may be charged a fee based on your cancellation policies. If you have the appropriate staff role permissions, you can decide whether to charge the client the fee. Your choices are:
            • Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
            • No, don’t charge the fee — The client won’t be charged any amount.
            • For more information, see Late cancel and no-show fees.
        3. Under Reason, enter the reason for the cancellation.
        4. Determine how to notify the client of the cancellation:
          • To send the client an email notification, set the Send email notification option to ON.
          • To send the client an SMS notification, set Send SMS notification option to ON.
          • To send the client a push notification, set Send push notification to ON.
            • Click the Edit button next to any toggle to edit the notification that is sent to the client.
        5. Click Confirm.
      • If you’re in list view:
          1. Click the Options button and select Cancel Appointment.
          2. Under Update status, select the appropriate status.
            • If you change a client’s attendance status to No-Show or Late Cancel, the client may be charged a fee based on your cancellation policies. But if you have the appropriate staff role permissions, you can decide whether to charge the client the fee. Your choices are:
              • Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
              • No, don’t charge the fee — The client won’t be charged any amount.
              • For more information, see Late cancel and no-show fees.
          3. Under Reason, enter the reason for the cancellation.
          4. Determine how to notify the client of the cancellation:
            • To send the client an email notification, set the Send email notification option to ON.
            • To send the client an SMS notification, set Send SMS notification option to ON.
            • To send the client a push notification, set Send push notification to ON.
              • Click the Edit button next to any toggle to edit the notification that is sent to the client.
          5. Click Cancel appointment.

    To cancel appointments in a recurring booking from the schedule:

    1. Click the App Drawer button .
    2. In the App Drawer, click View All.
    3. In the list, click Schedule. You can filter the list by entering Schedule into the Search field.
    4. Make sure the schedule is in list view. If the schedule is not already in list view, click the List button A screenshot of the List View buttonto change the schedule to list view.
    5. Find one instance of the recurring appointment you want to cancel, then click the Options button and select Cancel Recurring Appointments.
    6. Under Update status, select the appropriate status.
      • If you change a client’s attendance status to No-Show or Late Cancel, the client may be charged a fee based on your cancellation policies. But if you have the appropriate staff role permissions, you can decide whether to charge the client the fee. Your choices are:
        • Yes, charge the fee — The client will be charged the amount set in your cancellation policies.
        • No, don’t charge the fee — The client won’t be charged any amount.
        • For more information, see Late cancel and no-show fees.
    7. Under Reason, enter the reason for the cancellation.
    8. Under CANCELLATION DETAILS, select one of the following options:
      • All appointments going forward — If you select this option, all upcoming appointments in this recurring booking will be canceled.
      • Select specific appointments — If you select this option, you must choose the appointments in the recurring booking you want to cancel:
        1. Under From date and To date, set a date range. Appointments from this recurring booking that occur in this date range will be displayed under Scheduled appointment(s).
        2. Under Scheduled appointment(s), select the appointments that you want to cancel.
        3. Determine how to notify the client of the cancellation:
          • To send the client an email notification, set the Send email notification option to ON.
          • To send the client an SMS notification, set Send SMS notification option to ON.
          • To send the client a push notification, set Send push notification to ON.
            • Click the Edit button next to any toggle to edit the notification that is sent to the client.
        4. Click Cancel appointment(s).
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