No Cancel option when client clicks through confirmation email

[carmenspagnola]

My client is trying to cancel an appointment by clicking their confirmation email where it says "Reschedule or Cancel", but when they click through the only option available is "reschedule". I am trying to figure out how my setting might be causing this but I don't get it. the appointment is for a couple of months away and my cancellation policy is pre-payment but they can cancel up to 48 hours prior to their appointment. What am I missing here?

[JustinC]

Hey there @carmenspagnola

Not sure what's going on here but I'm going to reach out to our Appointments Team to pick their brain. 

I'd come back when they give me an update! 

[JustinC]

@carmenspagnola - Update from the Appointments Team. They believe the time your reminders are set to send out are too close to your cancellation cut-off time making it too late for your clients to cancel if they wanted. 

You can adjust your notification settings to send reminders further in advance to avoid this.

I hope this helps! 

[carmenspagnola]

No, the time I have it set to is cancellations allowed up to 48 hours prior to the appointment and this was an attempted cancellation three weeks prior. So that's not the issue. I had already checked that. 

[carmenspagnola]

Wait – when it says, "Cut off time for allowing clients to cancel or reschedule" and I have it set to "2 days" that means "up to 2 days PRIOR to their appointment", right? Or does it actually mean, "Within 2 days of having booked the appointment"?

[JustinC]

@carmenspagnola

It means your clients can cancel up to 2 days prior to their appointment. If my post didn't help much, I'd reach out to our Appointments Team so they can take a look at your settings.

squ.re/contact