Let clients reschedule or cancel

Put a reschedule link in your confirmation and reminder emails, see what changed when a client uses it, and word your cancellation policy clearly.

Life happens. When this is set up, every confirmation and reminder carries a link your client can use to change their booking, and your policy is written where they'll see it.

Before you start

• Time: about 15 minutes.
• You need: branded confirmation and reminder emails, because that's where the link goes. See Send branded booking confirmations and reminder emails.
• Good to know: there's no notice window. Flourivate has no setting that stops clients changing a booking close to the session (there's no minimum notice or buffer setting on the calendar or a session's Hours tab). Your cancellation policy is something you state and enforce yourself.

Step 1: Add the reschedule link to your emails

1. Go to Workflows and open your confirmation workflow (the one with the Appointment Status trigger filtered to booked).
2. Click the Send Email step.
3. Add a line such as "Need to change your time? Reschedule here:" followed by the merge field {{appointment.manage_url}}. You can also use Insert Field to add it.
4. Add a line for cancelling too, for example "Can't make it at all? Reply to this email and let me know."
5. Do the same in your reminder emails.
6. Click Save. If the workflow is new, switch Inactive to Active.

For texts, the same field works in a Send SMS step. See Send appointment reminder texts.

Step 2: Write your policy where clients see it

Put a short, kind policy in three places: the session's Description (on its General tab), your confirmation email, and your coaching agreement. For example:

Need to move our session? Use the link in this email at least 24 hours ahead. Sessions cancelled or missed with less notice count as used.

Keep the wording identical everywhere, so there's never a question about what was agreed. See Create a session type: length, price, location and Send a contract or proposal for signature.

Step 3: See what changed

When a client changes a booking:

• Calendar > Appointments shows the session at its new time. If a session is cancelled, it moves to the Cancelled tab and its time opens up again.
• The Activity Log tab lists what changed, who changed it (some entries say System) and when. It's the place to look if a client says "I never cancelled that."

See See, reschedule and cancel your appointments.

When a client asks you instead

Open the appointment in Calendar > Appointments and use Reschedule or Cancel in its row. Use Cancel, not Delete, so you keep a record.

Check it worked

• Your test confirmation email shows a working link where {{appointment.manage_url}} was.
• After you use it, the test session shows its new time (or sits on the Cancelled tab) in Appointments.

If something's off

• The link comes out blank or as plain text: check the merge field is spelled exactly {{appointment.manage_url}}, and that the email is sent by an appointment workflow.
• Clients get two confirmations: turn off the built-in Send Confirmation Emails in Calendar > Settings. See Set confirmations, reminders and calendar defaults.
• You need a "no changes within 24 hours" rule: there's no setting for it. Send us a request and we'll talk through options.