Appointments not allowing clients to cancel an appointment, only allowing reschedule??

[tarynbrooke92]

Hi there! I have the setting turned on to allow clients to reschedule or cancel their own appointments, however when I have someone book it is not showing any option for them to cancel - only to reschedule. Could I have some other setting turned on that is causing this? 

[JessPoynter]

That's interesting. Do you have any way of seeing a screenshot of what your client saw when trying to cancel?

[tarynbrooke92]

I couldn't get the uploaded images to show but hopefully these dropbox links will show the screenshots - When my client gets the confirmation email it has a link to "reschedule or cancel" but once they click through and log in with their phone number it only gives the option to reschedule. Do you know if having the pre-payment set up could be causing issues with this? 

https://www.dropbox.com/s/x48h8ogk8tsvjj8/You%20have%20a%20new%20receipt%20from%20Endless%20Permanen...

-confirmation email screenshot (says reschedule and cancel)

https://www.dropbox.com/s/kip6m6vuc3pezqt/screenshot%201.JPEG?dl=0

-logged in view (only allows reschedule)

[JessPoynter]

After seeing those screenshots, I think you're right: I think the pre-payment is what is not allowing for the cancellation. If you want to change that setting really fast and I can do a test appointment let me know. But yes I think the pre-payment is what is causing the issue. 

[tarynbrooke92]

Thank you so much for the help! So yes it was definitely because I had pre-payment on...For now I'm just going to handle cancellations and refunds manually since I'm only taking appointments one day a month so it should be pretty manageable and it is important to me to keep that pre-pay on....thanks for the help everyone!