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# 🔄 How Customers Reschedule or Cancel Appointments

Letting customers reschedule or cancel their own appointments saves you time and reduces back-and-forth emails. Instead of contacting your team, customers can update their booking directly from the confirmation email.

This guide explains how to configure the reschedule and cancel settings, and what the customer experience looks like.

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# **⚠️ Before You Begin**

Before enabling reschedule and cancel options, make sure you have:

* The **Hoppy Appointments** app installed on your Shopify store  
* At least one active service  
* Booking confirmation emails set up and enabled

💡 The reschedule and cancel links are sent to customers inside booking emails. If email notifications are turned off, customers won’t receive the links.

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# **🛠️ Step 1 — Configure Service-Level Reschedule and Cancel Rules**

These settings control what customers can do and how much advance notice they need.

1. Open the **Hoppy Appointments** app  
2. Go to **Services**  
3. Click the service you want to configure  
4. Click the **Advanced** tab  
5. Scroll down to the **Booking options** card

## **Show cancel and reschedule buttons in emails**

Use these toggles to control whether customers see the action buttons in their booking emails:

* **Show cancel button in emails**  
* **Show reschedule button in emails**

ℹ️ These links are rendered through the **\[Booking Actions Block\]** in your email templates. Make sure your templates include this block so the buttons appear.

## **Minimum advance notice**

Set how close to the appointment customers can still make changes:

* **Minimum rescheduling notice** — the minimum number of hours before the appointment that a customer can reschedule  
* **Minimum cancelling notice** — the minimum number of hours before the appointment that a customer can cancel

For example, if you set the minimum cancelling notice to **24 hours**, customers cannot cancel appointments that start in less than 24 hours.

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# **🛠️ Step 2 — Configure Refund and Cancellation Settings**

If your bookings are connected to Shopify orders and payments, you can choose what happens when a booking is cancelled.

1. Go to **Settings → General**  
2. Scroll down to **Refund and Cancellation settings**

## **Customer cancellations**

* **Cancel order on customer cancel** — automatically cancels the linked Shopify order when a customer cancels their booking  
* **Refund customer on customer cancel** — automatically refunds the customer when they cancel

## **Admin cancellations**

* **Cancel order on admin cancel** — automatically cancels the linked Shopify order when you cancel a booking from the admin  
* **Refund customer on admin cancel** — automatically refunds the customer when you cancel from the admin

⚠️ Refund options only work if the corresponding **Cancel order** toggle is enabled. Enable both if you want the customer to be refunded automatically.

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# **🛠️ Step 3 — Enable Reschedule and Cancel Email Notifications**

Make sure customers and your team are notified when a booking is changed.

1. Go to **Settings → Email settings**  
2. Under **Customer email notification**, enable:  
   * **Send email on update** — sent when a booking is rescheduled  
   * **Send email on cancel** — sent when a booking is cancelled  
3. Under **Admin email notification**, enable the same options if you want your team to be notified too

💡 The default email templates already include the **\[Booking Actions Block\]**, which generates the reschedule and cancel links. If you customized your templates, double-check that this block is still included.

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# **🛠️ Step 4 — Style the Rescheduling and Cancel Pages (Optional)**

When customers click the reschedule or cancel link, they land on a branded page. You can customize the look of these pages under the service **Design** tab.

1. Go to **Services → \[Service\] → Design**  
2. Click the **Rescheduling Page** tab to style the reschedule screen  
3. Click the **Cancel Page** tab to style the cancel screen

For full details on colors, fonts, and layout options, see **Appointment Bookings — Design & Styling Options**.

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# **🔄 How Customers Reschedule an Appointment**

Once configured, here is what customers experience.

1. The customer opens their booking confirmation email  
2. They click the **Reschedule** button or link  
3. They are taken to a page showing the existing appointment details  
4. They select a new date and time from the available slots  
5. They click **Reschedule Booking**  
6. The booking is updated, and both the customer and admin receive a confirmation email

ℹ️ If the customer tries to reschedule too close to the appointment time, they will see a message based on your **Minimum rescheduling notice** setting.

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# **❌ How Customers Cancel an Appointment**

1. The customer opens their booking confirmation email  
2. They click the **Cancel** button or link  
3. They are taken to a page showing the appointment details  
4. They click **Cancel Booking**  
5. The booking is cancelled, and both the customer and admin receive a confirmation email

If you enabled **Cancel order on customer cancel** and **Refund customer on customer cancel**, the linked Shopify order is also cancelled and refunded automatically.

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# **⚠️ Important Notes**

* **Minimum notice applies to customers only** — admin cancel and reschedule links bypass the minimum notice check.  
* **Paid bookings need refund settings enabled** — cancellation alone does not refund the customer unless you turn on the refund toggle.  
* **Multiday bookings have reschedule limits** — customers cannot reschedule a multiday booking to more days than they originally paid for.  
* **Email templates must include the action block** — if your custom email template does not include **\[Booking Actions Block\]**, customers won’t see reschedule or cancel links.  
* **Each service is configured separately** — reschedule and cancel rules are set per service, not globally.

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# **🐞 Troubleshooting**

## **Customers don’t see reschedule or cancel links in emails**

1. Make sure **Show cancel button in emails** and **Show reschedule button in emails** are enabled on the service  
2. Check that the email template includes **\[Booking Actions Block\]**  
3. Make sure the customer email notifications for **Update** and **Cancel** are enabled in **Settings → Email settings**

## **Customers get an error saying they can’t reschedule or cancel**

Check the **Minimum rescheduling notice** and **Minimum cancelling notice** values. The customer may be inside the restricted window.

## **Cancelled bookings are not refunded**

1. Go to **Settings → General → Refund and Cancellation settings**  
2. Make sure **Cancel order on customer cancel** is enabled  
3. Make sure **Refund customer on customer cancel** is also enabled

## **The reschedule or cancel page looks off-brand**

Update the styling under **Services → \[Service\] → Design → Rescheduling Page / Cancel Page**. For advanced styling, use Custom CSS.

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# **🎉 Final Result**

Once configured:

✅ Customers can reschedule or cancel from their booking emails  
✅ Advance notice rules protect your schedule from last-minute changes  
✅ Paid bookings can be cancelled and refunded automatically  
✅ Both customers and your team receive confirmation emails  
✅ Rescheduling and cancel pages match your brand

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# **📚 Related Articles**

* **Appointment Bookings — Design & Styling Options**  
* **How to Configure Email Notifications for Appointment Bookings**  
* **Appointment Bookings — Translation**  
* **How to Set Up Appointment Booking Services**