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.

Before You Begin

• You must be logged in to your account at https://app.joinzipper.com
• You need permission to manage schedules (typically organization owners and admins have this permission)
• The appointment must exist and be in the future (you can't cancel past appointments)

Steps

Step 1: Navigate to the Appointment

1. Log in to your account at https://app.joinzipper.com/auth/login
2. From the dashboard, click Calendar in the left sidebar
3. Click Appointments (or go to the appointments view)
4. Find the appointment you want to cancel:
   • Browse your calendar view
   • Click on the appointment to open its details
   • Or search for the appointment by customer name or date

Step 2: Open the Appointment Details

1. Click on the appointment in your calendar
2. A modal or details panel will open showing:
   • Customer information
   • Provider and appointment type
   • Date and time
   • Payment status
   • Other appointment details

What happens next: You'll see the appointment details and available actions.

Step 3: Initiate Cancellation

1. In the appointment details, look for the Cancel button or action
2. Click Cancel (it may be red or labeled "Cancel appointment")
3. A cancellation confirmation modal will open

Note: If the appointment is already canceled or in the past, you may not see a cancel option.

Step 4: Choose Refund Option

1. In the cancellation modal, you'll see refund options:

   If the appointment was paid:

   • Cancel with refund as credit: Issues a refund as store credit
   • Cancel without refund: Cancels the appointment but keeps the payment

   If the appointment was free or unpaid:

   • Cancel: Simply cancels the appointment (no refund options)

2. Select your preferred option:

   • Choose Cancel with refund as credit if you want to refund the customer
   • Choose Cancel without refund if you want to keep the payment

Note: If a punch card credit was used, it will be automatically restored regardless of your refund choice.

Step 5: Configure Notification

1. Find the Notify user of cancellation toggle
2. If On: The customer will receive an email notification about the cancellation
3. If Off: No email will be sent

Recommendation: Keep notifications enabled so customers are informed of cancellations.

Step 6: Confirm Cancellation

1. Review your choices:
   • Refund option selected
   • Notification preference set
2. Click Confirm cancelation (or Cancel appointment)
   • The button will show a loading state while processing
   • You'll see "Appointment canceled!" when complete
3. The modal will close and the appointment will be removed from your calendar

What happens next: The appointment will be canceled and:

• Removed from your calendar
• Removed from the provider's calendar
• Time slot becomes available for other bookings
• Refund is processed (if you chose to refund)
• Punch card credit is restored (if one was used)
• Customer receives notification email (if enabled)

Tips

• Always notify customers when canceling appointments so they're aware
• Choose refund options carefully—refunds as credit are typically preferred
• Cancellations free up time slots immediately for other bookings
• You can cancel multiple appointments at once using bulk cancellation
• Past appointments cannot be canceled

Troubleshooting

Problem: I don't see a Cancel button Solution: Check that:

• The appointment is in the future (past appointments can't be canceled)
• The appointment isn't already canceled
• You have permission to manage schedules
• You're viewing the correct appointment

Problem: I can't cancel an appointment Solution: You might not be able to cancel if:

• You don't have "manage-schedule" permission
• The appointment is in the past
• The appointment has already been canceled

Solution: Check your permissions and make sure the appointment is in the future and not already canceled.

Problem: Refund options don't appear Solution: Refund options only appear for paid appointments. If the appointment was free or unpaid, you'll only see a simple cancel option.

Problem: Customer didn't receive cancellation notification Solution: Check that:

• The "Notify user of cancellation" toggle was enabled
• The customer's email address is valid
• Email notifications aren't disabled in your organization settings

Problem: Punch card credit wasn't restored Solution: Punch card credits are automatically restored when appointments are canceled. If you don't see the credit restored:

• Check the customer's punch card status
• Verify the appointment was actually canceled
• Contact support if the issue persists