Client Confirmation

[JRHousekeeping]

I run a service based business where appointments are located within a clients home. I require to travel in order to make it to appointments on time. I've recently had a situation where I never received confirmation via square for a booking. I sent the client a text informing them that due to not confirming the appointment it would now be cancelled and a cancelation fee would now be issued. They then went to the automated text and confirmed the appointment 1 HOUR PRIOR to the booking. Is there a setting where confirmations times are cut off?? I send out confirmation messages 2 days prior to a booking. Is it possible to have a 12 hour cut off for confirmation required, so if I don't get that confirmation before 12 hours prior to the booking, its automatically cancelled and they can no longer confirm. Hope this makes sense, thank you. 

[Laurie_ · Accepted solution]

Hi @JRHousekeeping!

Sorry to hear you had a last-minute mishap with one of your appointments!

Unfortunately, Square Appointments doesn’t currently support a built-in confirmation cut-off or automatic cancellation based on late confirmations.

What You Can Do:

Manual Confirmation Policy

Include a clear message in your reminder texts like:

“Please confirm at least 12 hours before your appointment or it will be cancelled and subject to our cancellation policy.”

Then cancel manually if confirmation isn’t received in time.

Booking Policies

Add your confirmation cut-off and cancellation terms under Appointments → Settings → Calendar & booking, so clients see it when booking.

In the meantime, these manual steps should help reduce the chances of this happening again. While I haven’t encountered this situation personally, I’ve shared your use case with our Appointments Team for consideration in future updates.

If anything else comes up, don’t hesitate to reach out!