Rescheduling and Cancellation are only available to TimeZest subscribers on the TimeZest Professional plan.
TimeZest’s rescheduling and cancellation features give both your team and your clients the ability to adjust or cancel appointments when needed.
Enabling Client Rescheduling & Cancellation
Per Appointment Type: You can enable or disable rescheduling for each appointment type.
Minimum Notice for Changes: For on-site appointments, use this setting to prevent clients from rescheduling at the last minute.
Where to configure: Navigate to
Appointment Types ➝ [Choose Appointment Type] ➝ Appointment Type Settings ➝ Scheduling Options ➝ Rescheduling & Booking Rules.
What Clients See
When rescheduling and cancellation are enabled, clients will see two additional buttons on their appointment confirmation screen:
Reschedule – allows the client to pick a new time.
Cancel – allows the client to cancel the appointment.
When used, TimeZest will automatically:
Send all relevant emails to your client and your team.
Update the appointment entry in the PSA calendar.
Add internal notes to the ticket.
If a client cancels, they will be asked for an optional reason. This message is logged in the ticket’s internal notes.
Email Templates
The default TimeZest notification, confirmation, and cancellation emails already include all required information for clients.
If you use custom templates, make sure they include the correct variables for rescheduling and cancellation.
For detailed instructions, refer to our Starting with the WYSIWYG Email Editor
Team Cancellations
Your team can also cancel scheduling requests and appointments directly from the TimeZest pod, regardless of whether rescheduling is enabled for that appointment type.
Before a Client Schedules a Time
Locate the scheduling request you want to cancel.
Click the ellipsis (⋮) icon (three vertical dots) next to it.
Select Cancel.
TimeZest will place the request in a canceled state. If the client attempts to use the scheduling link afterward, they’ll see a cancellation message.
Note: TimeZest does not send an email notification to the client when a request is canceled before they’ve scheduled.
After a client has scheduled a time:
Your team will be prompted to provide a cancellation reason.
TimeZest sends an email to the client, including the cancellation reason.
An internal note is added to the ticket.
Internal Note:
Cancellation email sent to the client:
