Rescheduling service with a different provider

[pm8]

When a customer has a recurring appointment but they want to reschedule the appointment, is there a way for them to see and book any staff member who services that type of appointment? I'm playing around with square right now and it looks like it keeps defaulting to the same staff that they were initially booked with. 

[Stacelyn24]

Hi there!

When a customer has a recurring appointment and wants to reschedule, they can indeed reschedule with the same staff member. However, if they would like to switch to a different staff member, they may need to cancel the existing appointment and then rebook with the new staff member. This ensures that they can choose from the available times for any staff member who services that type of appointment.

Hope this helps! Let me know if you have any other questions.

[pm8]

In that case is there a way to disable the rescheduling option (and keep the cancelling option)? We would like for clients to always see all available providers so if we need to not allow them to reschedule and only allow them to cancel that is fine.

[Stacelyn24]

Yes there is.  Go to your dashboard.  Go under "Appointments" then "Payments & Cancellations".  You should be able to toggle the option on and off.

But I think this may toggle off canceling also.

Try going under "Calendar & Booking" and making sure that you have the option "Book with any available" toggled on

[pm8]

Thank you! is there a way when a customer cancels a recurring appointment to automatically credit their account for one class? Or automatically send them a discount code to book a new class?

[Stacelyn24]

Square Appointments has features to manage appointments and client communications, but it doesn’t directly offer automated crediting of accounts or sending discount codes specifically for cancellations of recurring appointments. However, you can achieve this using a combination of Square Appointments and Square Marketing or Square Loyalty features.

Here's a possible way to set this up:

Step 1: Set Up Recurring Appointments

Ensure your recurring appointments are set up correctly in Square Appointments.

Step 2: Use Square Marketing for Discount Codes

1. Create Discount Codes: In Square Marketing, create discount codes that you can send to clients who cancel a recurring appointment.
2. Automate Emails: Set up automated email campaigns that can be triggered when an appointment is canceled. You might need to manually input these triggers initially, as Square does not automatically detect cancellations for marketing emails.

Step 3: Use Square Loyalty for Credits

1. Set Up a Loyalty Program: If you have a loyalty program, you can manually add points or credits to a client's account when they cancel a recurring appointment.
2. Notify Clients: Use Square Marketing to send an email or text notification to the client informing them about the credited points and how to use them.

Manual Process

Until more automated solutions are integrated, you might need to manually manage some aspects:

1. Monitor Cancellations: Regularly check for cancellations of recurring appointments.
2. Credit Accounts: Manually credit their account for one class in your loyalty program or apply the discount code to their profile.
3. Send Notifications: Use Square Marketing to inform clients about their credits or discount codes.

Example Workflow

1. Client Cancels Appointment: You receive a notification of the cancellation.
2. Credit Client's Account: Manually add the credit for one class to the client’s account in your loyalty program or prepare a discount code.
3. Send Automated Email: Use Square Marketing to send an email to the client with details about the credit or discount code.

This semi-automated process can help maintain customer satisfaction while ensuring you keep track of credits and discount codes provided due to cancellations. For a fully automated solution, consider using third-party integrations or custom scripts with Square's APIs 🙂