Cancellations handled well often turn into rebooked sessions. The key is a self-service reschedule link, an immediate confirmation the cancellation was received, and an automated follow-up 24 hours later. All three together recover a meaningful percentage of cancelled sessions.
Steps
1
Set your cancellation window
In Calendars → Edit → Cancellation Settings, define how far ahead a client can cancel without issue. 24 hours for short sessions, 48 for longer ones is typical.
2
Enable self-service reschedule link
Toggle on the reschedule link in the booking confirmation email. Clients can pick a new time without contacting you directly.
3
Write the cancellation notification
Configure the email sent on cancellation. Include: acknowledgement, reschedule link, and a warm note leaving the door open. Keep it gracious, not punitive.
4
Set a workflow trigger on cancellation
In Automation → Workflows, create a workflow triggered by Appointment Cancelled. Send a follow-up 24 hours later with a direct reschedule link.
5
Review cancellation patterns monthly
A high cancellation rate often signals an expectation mismatch at the booking stage. Adjust your booking page copy or intake questions if you see it consistently.
Common Mistakes
- No reschedule link in the cancellation message. A client who wants to rebook will not search for a link. Put it in every cancellation message.
- No automated 24-hour follow-up. Manual follow-up to every cancellation is unsustainable. A single workflow handles this automatically.
- Cancellation window that is too strict. A hard 72-hour policy damages relationships more than it reduces cancellations. 24 hours is the right balance for most service businesses.
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