Letting Customers Reschedule or Cancel

Instead of fielding every change request yourself, you can let customers reschedule or cancel their own bookings through a secure, personalized link. The link is included automatically in their confirmation email.

Enabling self-service reschedule and cancel

This setting is controlled per service, so you can enable it for some services and not others.

1. In Easy Appointment Booking, go to the service you want to configure.
2. Click Edit.
3. Go to the Availability tab.
4. Scroll to the Reschedule & Cancel section.
5. Check Allow customers to reschedule and cancel appointments.
6. Click Save.

Once enabled, a Manage booking link is automatically included in every confirmation email and reschedule email sent for that service.

Setting a reschedule and cancellation deadline

You can control how far in advance customers must act. This prevents last-minute changes that disrupt your schedule.

With the Allow customers to reschedule and cancel appointments checkbox enabled, two cutoff fields appear:

• Reschedule cutoff — how many hours before the appointment customers can still reschedule. For example, entering 24 means customers can only reschedule if their appointment is more than 24 hours away.
• Cancellation cutoff — same idea, but for cancellations.

Special values:

• 0 — customers can reschedule or cancel right up until the appointment start time.
• -1 (reschedule only) — customers can reschedule even after the appointment has passed. Use this for flexible or flexible-date services.

What customers see when they click the link

When a customer clicks the Manage booking link in their confirmation email, they land on a self-service page that shows:

• The service name, date, and time of their booking.
• A Reschedule button that opens the same availability calendar they saw at checkout — only open slots are shown, so they cannot accidentally double-book.
• A Cancel button with a confirmation step.

The customer picks a new time (or confirms cancellation) and the booking updates immediately. They receive an email confirming the change, just like when you reschedule from the dashboard.

Do auto-refunds apply to customer-initiated cancellations?

Yes — if you have Automatically refund the Shopify Order enabled in Settings → General → Shopify Workflow, a refund will be triggered whenever a booking is cancelled, regardless of whether the customer or you initiated it.

If you want to offer self-service cancellation but handle refunds case-by-case, leave automatic refunds turned off. Customers can still cancel their booking, but the refund won't happen automatically — you'll need to process it manually in Shopify Admin.

See Automatic refunds for full details on configuring your refund policy.

How to disable self-service if you change your mind

To turn off customer self-service for a service:

1. Go to Edit Service → Availability.
2. Uncheck Allow customers to reschedule and cancel appointments.
3. Click Save.

The Manage booking link will still appear in any confirmation emails that were already sent, but customers who click it will see a message saying self-service is not available and will be directed to contact you.

Next steps

• Editing, cancelling, and rescheduling bookings — how to make changes yourself from the dashboard
• Automatic refunds — set up your cancellation and refund policy
• Email notifications & reminders — customize the emails that include the self-service link