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How to Cancel an Appointment

Learn how to cancel appointments and handle refunds. You can cancel appointments with or without refunds, and choose whether to notify customers. Cancellations free up time slots for other bookings.

How to Cancel an Appointment

Before You Begin

  • Ensure you have owner or admin permissions
  • Appointments must be in the future — past appointments cannot be canceled

Steps

Step 1: Open the appointment

  1. Go to Schedule > Calendar
  2. Click the appointment to open its details

Step 2: Initiate cancellation and choose a refund option

  1. Click Cancel (labeled “Cancel appointment”)
  2. If the appointment was paid, choose:
    • Cancel with refund as credit — issues a refund as store credit
    • Cancel without refund — keeps the payment
  3. If booking credits were used, they are restored automatically regardless of your refund choice

Step 3: Configure notification and confirm

  1. Toggle Notify user of cancellation if you want the customer emailed
  2. Click Confirm cancellation

Troubleshooting

No Cancel button? The appointment must be in the future and not already canceled; confirm you have manage-schedule permission.

Refund options not showing? Refund options only appear for paid appointments.

Customer didn’t receive notification? Confirm the notify toggle was on and the customer’s email address is valid.

Booking credits not restored? Credits are restored automatically on cancellation — check the customer’s booking credits and verify the appointment was fully canceled; contact support if not resolved.

Need a hand?

Email our team at support@joinzipper.com and we'll usually reply within a few hours.

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