Reschedule, cancel & no-shows
Every appointment opens in the same booking panel, from the Calendar, the Bookings page or a client's record. That is where you move it, cancel it or record a no-show, on the console and in the mobile app.
Reschedule#
- Open the appointment and change its Start (the end follows the length of the service).
- Click Save. Lorenly asks Save the new time? with a Notify client by email box, ticked by default.
- Untick it if you have already told the client, then confirm.
On a computer you can also drag the card to a new time on the calendar and choose Notify and save or Just save, see Calendar views, staff columns & filters.
Cancel#
- Open the appointment and set Status to cancelled.
- Optionally add a Cancellation reason (kept on the booking for your team).
- Click Save. In Cancel this booking?, keep or untick Notify client by email and confirm.
To cancel several at once, select them on the Bookings page and choose Cancel; the same notify choice applies to the whole selection (Find bookings & manage scheduled messages). In the mobile app, tap Cancel booking, add an optional reason and choose whether to notify the client.
The freed time becomes bookable again, and if you use the waitlist, clients waiting for that service are told a spot has opened. Refunds are handled separately, see Review & refund payments.
No-shows#
If the client does not turn up, switch on No-show (in the app, Mark as no-show). This applies your no-show policy, for example keeping the deposit or charging a card on file, and the client's record counts it. Switch it off to undo. A client with past no-shows shows a warning on their bookings and in the Bookings list, so you can ask for a deposit or confirm with them first.
Cancel or delete?#
Cancel keeps the appointment in the client's history and your reports. Delete removes it permanently and cannot be undone; use it only for mistakes such as a test or duplicate booking. Deleting needs its own permission, see Team members, roles & permissions.