Can Customers Change or Cancel Their Bookings?

Can Customers Change or Cancel Their Bookings?


Customers may be able to modify or cancel their bookings depending on your cancellation and rescheduling settings.

✅ You can configure these options in your service settings.
✅ Customers can only make or modify bookings within the allowed timeframe.
✅ Changes are made through the booking confirmation email or customer login (if enabled).


Check Your Booking Change & Cancellation Settings

1️⃣ Log into your Nabooki account.
2️⃣ Click Inventory from the left-hand menu.
3️⃣ Select Services to open your list of services.
4️⃣ Locate the service you want to adjust.
5️⃣ Click the Action menu (⋮) next to the service name.
6️⃣ Select Edit to open the service settings.
7️⃣ Navigate to the Booking Preferences tab.




📌 Under the Booking Settings section, configure the following:

  • Booking Cut-Off Time ⏳

    • Controls last-minute bookings: Determines how close to the appointment/schedule start time a customer can book.
    • None = Customers can book right before the session starts.
    • 24 hours = Customers must book at least one day in advance.

  • Allowable Cancellation Time ❌

    • Determines when customers can modify or cancel bookings.
    • No changes or cancellations permitted = Customers must contact you directly for changes.
    • No limit = Customers can cancel at any time, even right before the session starts.
    • Custom values: 1 hour to 30 days before the booking.

  • Booking Time Frame 📅

    • Controls how far into the future customers can book: Limits how many days ahead a booking can be made.
    • Default: 365 days (1 year).
    • Can be adjusted to 30 days if you only allow bookings up to a month in advance.

🔹 Click Update to save your settings.

InfoImportant: If modifications or cancellations are disabled, customers will need to contact your business directly to make changes.

How Customers Can Modify or Cancel a Booking


Option 1: Through the Booking Confirmation Email

1️⃣ When a customer makes a booking, they receive a confirmation email.
2️⃣ This email includes a Manage Booking button, which directs them to their booking details.
3️⃣ If modification or cancellation is within the allowed timeframe, they can proceed with rescheduling or cancelling their booking.
4️⃣ If they haven't already created an account, they will also see an option to set up an account for future access.






Option 2: Through Customer Login

1️⃣ Customers log into their account via your booking widget .
2️⃣ Once logged into the Customer Portal, navigate to Bookings.
3️⃣ Select the booking they want to modify from the Upcoming Bookings list in the side menu and select 'Manage'.
4️⃣ If allowed, they will see options to reschedule or cancel their booking.

InfoCustomers must follow your cancellation and modification rules, as set in the Booking Preferences tab.




Troubleshooting & FAQs

Why can’t a customer cancel or reschedule their booking?
🔹 Check the Allowable Cancellation Time setting in your Booking Preferences tab. If cancellation is restricted, customers will need to contact you directly.
🔹 Ensure the request is within the allowed timeframe (e.g., at least 24 hours before the booking).
A customer lost their confirmation email. How can they access their booking?
🔹 Direct them to your booking widget, where they can log into their customer account and manage their bookings.
🔹 If they haven’t created an account yet, they will need to set one up using the same email address used for the booking.
🔹 You can also send the confirmation email again from the booking window in the Calendar.
Can I override the cancellation policy for a specific customer?
Yes, you can manually cancel or reschedule bookings from the Calendar or Bookings list located in the Sales menu.
 ​

Need Help?

If you need assistance, contact our support team:
💬 Live Chat: Click the chat icon in the bottom-right corner of the screen.
📧 Email: support@nabooki.com


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