Change or cancel an appointment
Move, edit or cancel a booked appointment — and above all, who is told about it automatically and who is not.
Changing a booked appointment takes two clicks. The question worth asking every time is a different one: will the customer know?
The short answer: your team and your organisation are always notified automatically, your customer never is. For the customer, Schedulinq opens a window where you can review, edit and send the email — or skip it. That choice is yours every single time.
Changing an appointment
Open the appointment
Click it in your calendar, or find it under Appointments → Overview. The appointment details sit on the left, with the Add-ons, Location, Internal note and Communication cards on the right.
The Communication card at the bottom right shows what has already gone out to this customer and what is still scheduled.
Click Edit and change what needs changing
Every field becomes editable. To move the appointment, change Date & Time.
Save, then decide about the email
After saving, the Send notification window opens with the text that matches your change already filled in.
You can edit the text before sending, attach a file, or send it as an SMS or WhatsApp message — with the per-message cost shown next to each.
Two buttons, two outcomes:
- Send email — the customer is told.
- Do not notify customer — your change is saved, but the customer hears nothing.
Who is told about which change
Not every edit counts as a change anyone is told about. Schedulinq tracks five fields; change anything else and no email window appears and nothing reaches the customer.
| What you change | Your team | The customer |
|---|---|---|
| Date or time | automatically | only if you send the email |
| Duration | automatically | only if you send the email |
| Appointment type | automatically | only if you send the email |
| Add-ons | automatically | only if you send the email |
| Location or address | automatically | only if you send the email |
| Assigned staff member | the staff involved | never |
| Customer, internal note, custom fields | nobody | never |
Move the appointment or change its duration and the scheduled reminders shift with it automatically. You do not need to set them again.
Reschedule: letting the customer pick
Reschedule sits under Actions. Use it when you do not want to pick a new moment yourself.
What happens: the existing appointment is cancelled and the customer is invited to pick a new time from your available slots. Until they do, nothing sits in your calendar.
Cancelling an appointment
Choose Actions → Cancel appointment
Schedulinq asks for confirmation.
Note what it does not say: nothing is promised about an email to the customer. That step comes next, and like an edit it is optional.
Send the cancellation, or don't
Straight after cancelling the same window opens, now with the cancellation text. Send it or skip it — the same choice as for a change.
For an appointment with no customer (a block in your calendar) Schedulinq skips this step. There is nobody to tell.
The appointment gets the status Cancelled and disappears from your calendar immediately. The time is free again: customers can book that slot.
Where cancelled appointments live
They leave the calendar, but they are not gone. Go to Appointments → Overview and set the status filter to Cancelled.
You can still open the appointment to see what was agreed and what was communicated. Invoices attached to it also remain.
Frequently asked questions
I saved a change but no email window appeared. You changed something that does not count as a change — a different staff member, the internal note or a custom field. Or automatic opening is off; check Actions for a queued message.
Can I write to a customer without changing anything? Yes. Actions → Send confirmation opens the same window with no particular trigger, so you can write whatever you need to say.
Does the cancelled time free up immediately? Yes, right away.
What happens to the reminders for a cancelled appointment? They lapse. A customer never gets a reminder for an appointment that no longer exists.