How do clients cancel their own appointments?

[OldFox]

My clients cannot figure out how to cancle their appointments....help!

[Tom · Accepted solution]

Hey @OldFox, great question!

Your clients can cancel their appointments themselves directly from their confirmation email or text message as long as they are still within your cancellation window.

To cancel the appointment: open email or text > select "Reschedule or Cancel" > your client will be redirected to a page where they can reschedule or cancel their appointment.

Learn more about setting a custom cancellation policy with Square Appointments in our Support Center.

Hope this helps clear things up. Please let me know if you have any further questions. 🙂

[CMH-Sue]

What if they’ve lost the confirmation or cancellation text or email ?

[ShinAokiDC]

The "Reschedule or cancel" link has disappeared from my confirmation emails all of a sudden. Now patients cannot cancel or reschedule without my help.  Can you provide detailed instructions for how to restore that setting? 

[Ria]

Hi @ShinAokiDC - Welcome to The Seller Community, it's always nice to see a new face 😊

Due to the public nature of The Seller Community we are unable to access specific account details through The Community. For assistance with your account, Feel free to send send a message using this contact form. Our support team will be happy to assist in resolving the issue with your bookings. 

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[Johnsonaquillla]

I want to switch completely to square for my booking needs but I’m lost on how the clients can cancel and reschedule their own appointments 

[katieand]

Hi @Johnsonaquillla - I've merged your thread with this one on how clients can cancel their appointments since it looks similar.

Also @CMH-Sue I'm looking into resending those confirmation emails. They are automated so trying to learn from the team whether there's a way to retrigger it.

[Johnsonaquillla]

So Katie, when it sends the reminder text/email would they be able to cancel or reschedule from there as well?

[katieand]

Yes! The email does contain a link to Reschedule or Cancel if you have that box checked in your Appointment Settings.

[Johnsonaquillla]

Great! One last question Katie. As far as deposits. Is there a way that the deposits can be a set amount. For example: I currently have my deposits set up on my current scheduler for $30 to book an appointment

[EJ_]

Hi @Johnsonaquillla

You can change your payment requirements from your Appointments Dashboard in the Payments & Cancellation tab of your settings.  

@CMH-Sue Unfortunately there's no customer facing appointments page where they can view their appointments on their side. However, you can pull up your Appointments Dashboard Clients tab and view their Appointments history (both past and upcoming). 

[llewislac]

My confirmation texts/emails do not contain "reschedule or cancel" button. Only "add to calendar" and "share on twitter." How can I add the "reschedule or cancel" button and delete the twitter one?

[Arie]

Hey @llewislac,

Thanks for writing in! I noticed it's your first post, welcome to our community 👋 🙂

In order for the reschedule option to come up for your customer, you'll need to enable this under Calendar & Bookings in your Square Appointments Settings. From there, make sure the toggle next to "Clients may reschedule or cancel their own appointments" is turned on. 

Please let us know how you go!

[CMH-Sue]

Also, I have the scheduling embedded in my website which is where many clients schedule but am wondering if they can see there other appointments when they get in each time? 

[Mbliss]

I am wondering this too..... would be super helpful. 

[EJ_]

Hi @Mbliss and sorry for the late response @Johnsonaquillla

When your clients book an appointment with you, you can set up your notifications to send clients an email and text message reminder. You can also choose to give them the ability to cancel or reschedule the appointment from those messages. 

Check out the Best Answer in this thread for some details.

[Mbliss]

Right, but is there a way for them to look at all of their boiled appointments at once? I have several clients in recurrent appointments.  It would be helpful if they could see all appointments they are scheduled for in one place.  Other calendar systems have this option....

[Mbliss]

Hahaha

the joys of texting.  Boiled?! Not sure how that happened.  Meant to type/text “scheduled”.

[EJ_]

@Mbliss Update: Customer accounts for Appointments are now available!

There's no client facing app or page where they can view all of their appointments, but that's a great idea and would help for a better experience on the client side. 

I'll pass this along to our Appointments team and hopefully they come up with something that might help with this in the future.