Cancel or change a booking

Cancel or change a booking

Cancelling or changing booking

You can cancel or change an existing booking directly from your calendar or bookings list. This guide walks you through cancelling or changing from the bookings list. 

Before You Start

  1. Cancelling a booking won't trigger a refund payment automatically. You'll need to process this manually. 
  2. The cancellation policy on your service setting define how customers can modify or edit their own booking. 

Step-by-step instructions

These steps walk you through cancelling from the booking page, however you can cancel bookings in various areas on the platform by navigating to the booking detail. 
  1. Go to Sales > Bookings in the left-hand menu.
  2. Use the search bar to find the customer or booking reference.
  3. Click the booking, then select View booking
  4. Here, you can choose to:
    1. Cancel the booking - completely cancel the booking and send confirmation. 
    2. Change the booking - select a new date by rescheduling.
  5. Follow the prompt to confirm your changes. 


⚠️ Warning: Once cancelled, the booking will be removed from active bookings.
📝 Note: If payment was collected, you may need to process a refund manually.

Troubleshooting & FAQs

Can a customer modify or cancel their own booking?
Yes, if your Booking Preferences allow changes within a certain timeframe. Customers can modify or cancel their booking via the Manage Booking link in their confirmation email.
Can I restore a cancelled booking?
Yes, use the Reinstate Booking option if the cancellation placeholder is still visible in the calendar.
Will customers be notified of the cancellation?
You have the option to send a notification either via email or SMS when cancelling a booking. Alternatively, you may also prefer not to send a notification, which is also possible.
What happens if I cancel a booking with a payment?

Refunds are not processed automatically when a booking is cancelled. If a customer is eligible for a refund, you will need to manually process it through your payment gateway.

For step-by-step instructions, see 👉 How to Process a Refund.

 

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