Cancelling an appointment records why it was cancelled and applies any cancellation fee you've set up in your cancellation rules. The appointment isn't deleted; you can view the reason and note from the appointment modal afterwards, and reinstate it if you need to.
This guide covers how to cancel an appointment, what happens to recurring appointments and invoices, how to reinstate a cancellation, and how to show or hide cancelled appointments on your calendar.
Before you begin
Cancelling an appointment sends your automated cancellation messages to the client, if you have them set up. If you don't want the client notified, archive the appointment instead.
Cancel an appointment
The steps below outline how to cancel an appointment from the calendar.
Go to the Calendar tab and select the appointment.
Click the Status drop-down.
Select Cancelled.
For a recurring appointment, choose This appointment, This and all following appointments or All appointments.
Select the cancellation reason.
Confirm the date and time.
Add a note if you need one.
Click Cancel.
On the calendar, the appointment will have a strike-through to indicate that it has been cancelled.
Reinstate a cancelled appointment
The steps below outline how to undo a cancellation.
Open the cancelled appointment.
Click the Cancelled drop-down.
Select No status, Arrived or Did not arrive.
Show or hide cancelled appointments
The steps below outline how to control whether cancelled appointments appear on your calendar.
Click the filter icon at the top of the calendar.
Toggle Show cancelled appointments on or off.
Click Save.
When the toggle is on, cancelled appointments show with a strike-through.
Things to note
If you've set cancellation rules with a fee, splose adds the fee to the attached invoice automatically.
After cancelling, you can view the cancellation reason and note from the appointment modal.
Cancelling isn't the same as archiving. Cancelling keeps the appointment on the calendar and sends your cancellation messages if you have them set up.
Archiving removes the appointment from the calendar and the client's file, sends nothing, and keeps it out of batch invoicing.
Troubleshooting and FAQs
Will the client be told I cancelled?
Will the client be told I cancelled?
Yes, if you have automated cancellation messages set up. To cancel without notifying them, archive the appointment instead.
I cancelled the wrong appointment, can I undo it?
I cancelled the wrong appointment, can I undo it?
Yes. Open the appointment, click the Cancelled drop-down and choose No status, Arrived or Did not arrive.
Why was my client charged a cancellation fee?
Why was my client charged a cancellation fee?
If you've set up cancellation rules, splose applies the fee automatically based on the cancellation reason you select and how much notice was given.
I don't want to invoice this cancellation.
I don't want to invoice this cancellation.
Mark the appointment as "Do Not Invoice?" in the appointment panel: see Mark appointments and support activities as Do not invoice. Your cancellation rules can also apply this automatically, based on how much notice was given.
Where have my cancelled appointments gone?
Where have my cancelled appointments gone?
They're hidden if Show cancelled appointments is toggled off in the calendar filter. Turn it back on to see them.