Customers: Change or cancel my booking

Customers can change or cancel their own bookings from their confirmation email, or by using the customer portal. This article walks them through the steps to do this.

Before You Start:

If the customer wishes to use the customer portal, they need to create an account and login.
If the customer can't find their confirmation email, check it is in your CRM and update if necessary.

Change or cancel my booking

Through the booking confirmation email

1. The customer opens their booking confirmation email.

2. They click the Manage Booking button.

3. If the request is within the allowed timeframe, they can reschedule or cancel their booking.

Note: Customers who haven't created an account will also see an option to set one up for future access.

Through the Customer Portal

1. The customer logs in via your booking widget.

2. They go to Bookings in the Customer Portal.

3. They select the booking they want to change from the Upcoming Bookings list.

4. They click Manage.

5. If allowed, they can choose to reschedule or cancel.

📝 Note: If modifications and cancellations are turned off for a service, customers will need to contact your business directly to make any changes.

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