You can let customers move or cancel their own bookings, so you do not have to do it for them. This needs the Pro plan or higher, and you turn it on for each service.
Turn it on
- On the Dashboard, open the service.
- Click the Advanced tab.
- In Booking Management, check Allow customers to reschedule and cancel appointments.
- Set the two deadlines:
- Reschedule cutoff — how many hours before the appointment customers can still move it.
- Cancellation cutoff — how many hours before the appointment customers can still cancel.
- Click Save in the bar at the top of the page.
For example, type 24 to stop changes in the last 24 hours before an appointment.
- Type 0 to allow changes right up to the start time.
- In Reschedule cutoff only, type -1 to let customers reschedule even after the appointment time has passed.
What customers see
Every confirmation and reschedule email now has a Manage booking link. The customer clicks it and sees their booking with two buttons:
- Reschedule — opens your booking calendar. Only open times show.
- Cancel — cancels the booking after they confirm.
The booking changes right away, and the customer gets an email about the change.
If the deadline has passed, the page tells them to contact you. Make sure your emails show how to reach you.
Customers who sign in to your store
Customers with a Shopify customer account can also change bookings there, without the email link:
- the My Bookings page in their account
- the Manage Booking panel on the order page
The same deadlines apply. See Customer accounts.
Refunds when a customer cancels
A customer cancelling does not refund them, unless you turned on automatic refunds. With automatic refunds on, every cancellation is refunded, whether you or the customer cancels. See Refund customers automatically.
Turn it off
Uncheck Allow customers to reschedule and cancel appointments and click Save. Links in emails you already sent stop working, and customers are asked to contact you.