Canceling an Appointment

If a client wants to cancel a booked Appointment, you can cancel the Appointment from either the client’s profile or the schedule. If multiple clients are booked into an Appointment, canceling the Appointment booking for one client will not cancel it for the others. Clients can also cancel the Appointment themselves through either the Client Web App, the Achieve Client App, or the Appointment Confirmation email notification.

In this article:

To cancel a single Appointment booking from a client’s profile:

  1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
  2. In the list of clients displayed, click the client’s name.
  3. On the side menu, click Attendance.
  4. On the Attendance menu, click Upcoming Schedule.
  5. In the list, find the Appointment you want to cancel. You may have to browse or filter the list to find the Appointment.
  6. In the ACTION column, click the More button The more button displayed at the top of reports. The button is a square with three vertical blue dots and a blue border. and select Cancel Session.
  7. In the confirmation popup, click OK. The Appointment is canceled.

To cancel a recurring Appointment booking from a client’s profile:

  1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
  2. In the list of clients displayed, click the client’s name.
  3. On the side menu, click Attendance.
  4. On the Attendance menu, click Upcoming Schedule.
  5. In the list, find the recurring Appointment you want to cancel. You may have to browse or filter the list to find the Appointment.
  6. In the ACTION column, click the More button The more button displayed at the top of reports. The button is a square with three vertical blue dots and a blue border. and select Cancel All Recurring Sessions.
  7. In the cancellation wizard, select which Appointments in the series you are canceling or select the Cancel all recurring appointments checkbox to cancel all Appointments in the series.
  8. Click YES at the bottom of the screen.
  9. Make any required changes to the cancellation reason and click NEXT.
  10. Select the Send email to affected client and/or the Send sms to affected client checkboxes to notify the client of the cancellation.
    • To customize the notifications:
      1. Click Customize Email or Customize SMS depending on which notification you want to customize.
      2. Make any required changes to the notification template. For more information on customizing email notifications, see Automated email template settings and Email variables.
      3. Click SAVE.
  11. Click COMPLETE to finish cancelling the Appointments.

To cancel multiple Appointment bookings from a client’s profile:

  1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
  2. In the list of clients displayed, click the client’s name.
  3. On the side menu, click Attendance.
  4. On the Attendance menu, click Upcoming Schedule.
  5. In the list, select the checkboxes to the left of the Appointments you want to cancel. You may have to browse or filter the list to find the Appointments.
  6. Click Cancel Selected Sessions.
  7. In the confirmation popup, click OK. The bookings are canceled.

To cancel an Appointment booking from the schedule:

  1. Click the App Drawer button .
  2. In the App Drawer, click Schedule.
  3. Click the Appointment in the schedule.
  4. In the Appointment window, click either Early cancel or Late cancel as appropriate.
  5. Under SELECT REASON, select a reason for the cancellation. If you select other, enter the cancellation reason in the box.
    • You can view the reason for cancellation from the schedule. To perform this action, click the Appointment in the schedule and hover your cursor over the This Appointment was Cancelled bar in the Appointment window.
  6. Click Yes, Cancel.
  7. If the Appointment is a recurring Appointment, you must select which Appointments in the series you are cancelling:
    1. In the Cancellation wizard, select which appointments in the series you are canceling or select the Cancel all recurring appointments checkbox to cancel all appointments in the series.
    2. Click YES at the bottom of the screen.
    3. Make any required changes to the cancellation reason and click NEXT.
  8. Select the Send email to affected client and/or the Send sms to affected client checkboxes to notify the client of the cancellation.
    1. To customize the notifications, click Customize Email or Customize SMS depending on which notification you want to customize.
    2. Make any required changes to the notification template. For more information on customizing email notifications, see Automated email template settings and Email variables.
    3. Click SAVE.
  9. Click COMPLETE to finish canceling the appointment.
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