Invoices and bookings

How do reschedules, cancellations and no-shows work?

A customer can move or cancel a booking with the Manage booking button in their messages, until the booking starts; your team can do the same from Bookings. A customer’s new time follows the same rules as a new booking, the link stays the same, and the reminders start again from the new time. When a customer books, moves or cancels, your team gets a notification unless you switch Tell your team off. The link stops working 30 days after the booking ends. Your team (agents and above) can Reschedule or Cancel any booking; a reason you give when cancelling goes into the customer’s cancellation email. The customer is told about a new time or a cancellation on WhatsApp and by email while the booking is still ahead; nothing is sent about a time that has passed. A cancelled booking can be brought back with Bring back while a place is still free at its time. Once a booking’s time has passed it is listed under How did these go? Mark it Completed or No-show so your records stay right; either can be undone. The customer is not messaged about these, and they are written on the lead’s timeline. For a walk-in or a late slot, your team can add a booking outside working hours, notice or a closed date with the Outside working hours switch. A time when you are already full is still refused. Where a booking has a paid advance: a no-show keeps it, and a customer who cancels in time, or a booking you cancel yourself, shows as Refund to make on the Bookings page. A customer who moves the booking after the free-cancellation time keeps the booking, but no longer gets the advance back if they cancel later; the page tells them before they move.