Canceling Appointments In-store

Modified on Mon, 8 Jun at 1:16 PM

You can cancel appointments directly from the appointment modal in just a few clicks. This article outlines key details, conditions, and how tickets are handled when an appointment is canceled.

Things to Know:

The ability to cancel appointments is controlled by the "Accessing Appointments" access control setting.
If payment has already been processed, canceling the appointment will trigger the following error: “This appointment has been paid for. Please refund or edit the ticket before canceling.”
To cancel a paid appointment, a full refund must be issued first, unless the ticket total is $0, or the service was covered by a membership or package credit
Once canceled, the appointment is removed from the schedule
If the appointment is part of a recurring series, you can cancel only the selected appointment, or all appointments in the series.
When an appointment is canceled, the system updates the associated ticket based on how the appointment was booked and configured.
Ticket Association
If no ticket exists → Create Ticket button is shown
If a ticket exists → View Ticket option is shown
The system automatically updates the appointment value to $0
If no cancellation fee is charged, only the original ticket will appear on the appointment modal as voided.
Canceling In-Store
When an Appointment Booked Online is Canceled In-Store:
The system automatically updates the appointment value to $0
If no cancellation fee is charged, only the original ticket will appear on the appointment modal as voided.
If a cancellation fee is configured, the fee is automatically charged to the card on file, and two tickets will appear on the appointment modal:
One voided ticket for the original appointment
One closed ticket for the cancellation fee
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 is 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 updates the appointment value to $0
If no cancellation fee is charged, only the original ticket will appear on the appointment modal as voided.
If a cancellation fee is configured, the fee is automatically charged to the card on file, and two tickets will appear on the appointment modal:
One voided ticket for the original appointment
One closed ticket for the cancellation fee
When an Appointment Booked In-Store is Canceled Online:
If a cancellation fee is configured, the card on file will be automatically charged
A ticket for the cancellation fee will appear on the appointment modal

To cancel an appointment, simply:

Navigate to the Scheduler
Filter by the desired date and location (if multiple locations exist)
Locate the appointment by:
- Manually scanning the schedule, or
- Using the search bar to find the client by name
Click the appointment tile to open the appointment modal
Click Cancel Appointment
Confirm the cancellation by clicking Yes on the confirmation pop-up
If cancellation reasons are configured, select a reason from the list
If a cancellation fee is set up, confirm whether you would like to charge the fee