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Managing booking cancellations

Bookem allows both clients and team members to cancel bookings. You can customise your cancellation policy, decide who can cancel, and choose whether or not to notify clients. Here's how to manage cancellation settings and actions in Bookem:

Set your cancellation policy

Start by deciding whether clients should be able to cancel their own bookings

Follow these steps:

  1. Go to Settings > General preferences

  2. Toggle Disable client booking cancellations on or off depending on your preference

  3. Click Save

  • When disabled, only team members can cancel bookings

  • When enabled, clients can cancel via their booking link (see below)

How clients can cancel bookings

If client cancellations are enabled, clients can cancel their own bookings using the booking link in their messages

To check and/ or edit your automated message, follow these steps:

  1. Go to Settings > Automated messages

  2. Make sure your confirmation and reminder messages include the Link to booking variable

3. Clients can click the link and follow the prompts to cancel their booking

How team members can cancel bookings

Team members can cancel bookings directly from the calendar

Follow these steps:

  1. Go to your Calendar

  2. Click on the booking you'd like to cancel

  3. In the top right, click the drop-down menu

4. Select Cancel

5. Add a reason for cancellation (optional but recommended)

6. Untick Send notifications if you don’t want the client to be notified

Set up automated messages for cancellations

Bookem can automatically notify clients when a booking is cancelled

To manage your cancellation notifications:

  1. Go to Settings > Automated messages

  2. Look for the Booking cancellation notification message

  3. Make sure the message is active to be sent when a booking is cancelled, and customise the content if needed

This helps clients stay informed and reduces confusion if a booking is cancelled on short notice

Viewing cancelled bookings and history

You can easily check who cancelled a booking and view all cancelled bookings in your account

To see cancelled bookings in your calendar:

  1. Go to your Calendar

  2. Click the three dots in the top right corner

  3. Toggle Show hidden to on

  4. Cancelled bookings will now appear in the calendar

To see cancelled bookings for a client:

  1. Go to the Clients tab

  2. Open the client’s profile

  3. Go to the Bookings section

  4. Tick the Show hidden checkbox to view past or cancelled bookings

To view cancellation history for a specific booking:

  • Click on the cancelled button to view reason for cancellation

  • Open the booking to see the Booking history

  • You’ll see who cancelled it, when it was cancelled, and any status changes

This gives you full visibility into cancelled appointments for better tracking, reporting, and follow-up

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