IN BRIEF:
Customers can cancel or reschedule Appointment bookings directly from the Customer Portal. This article explains how to complete each action, what happens when an Appointment includes multiple dates or participants, and how Appointment cancellation fees are determined. 

• Overview
• Accessing the Feature
• Step-by-Step Instructions
  • Canceling an Appointment
    • Additional Details
  • Rescheduling an Appointment
    • Additional Details
  • Cancellation Fees
• Troubleshooting & FAQs
• Related Articles

Overview

The Customer Portal allows guardians and students to manage Appointment bookings without staff assistance. Depending on account permissions and Appointment settings, customers can cancel an Appointment entirely or reschedule it to a different available date and time.

Appointment behavior can vary based on whether the Appointment spans multiple dates, is part of a Group Appointment, or has cancellation fees enabled.

Interactive Demos for managing appointment bookings in the Customer Portal/Mobile App can be found in the Education Corner, accessible from the Office Portal's "Welcome" screen. Full details are included in the "Appointment Bookings in the Customer Portal/Mobile App" demo.

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Accessing the Feature

1. From MY ACCOUNT, select Enrollments to view the student’s current and future enrollments.
2. Locate the Appointment booking you want to cancel or reschedule.

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Step-by-Step Instructions

Canceling an Appointment

1. From MY ACCOUNT, select Enrollments to view the student’s current and future enrollments.
2. Locate the Appointment booking you wish to cancel.
   
3. Select Cancel Booking.
4. In the confirmation dialog, choose YES to cancel the Appointment or NO to keep it.

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Additional Details

• If an Appointment spans multiple dates and earlier timeslots have already been attended, the System drops the Appointment as of the last scheduled timeslot; all remaining timeslots become available for other students.
  • To cancel timeslots beginning on a different date, select View Full Schedule to display a list of dates.
• Canceling a Group Appointment as the organizer cancels the booking for all participants.
• Canceling a Group Appointment as an individual participant only cancels the Appointment slot for that particular participant, freeing up the slot so the organizer can invite someone else.

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Rescheduling an Appointment

1. From MY ACCOUNT, select Enrollments to view the student’s current and future enrollments.
2. Locate the Appointment booking you wish to reschedule.
3. Select Reschedule.
4. Choose the new date for the Appointment.
5. If any Appointments with available timeslots on that date are found, they will be listed.
   • NOTE: Only Appointments associated with the same Appointment Service and Instructor are shown.
6. Select the desired Appointment.
7. Select Reschedule to complete the process.

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Additional Details

• If the Appointment spans multiple dates, selecting Reschedule changes only the next meeting date.
  • To reschedule another date, choose View Full Schedule and select the desired date.
• Rescheduling a Group Appointment as the organizer reschedules the Appointment for all participants.
• Individual participants in Group Appointments cannot reschedule a timeslot. If they will be unable to attend the timeslot scheduled by the organizer, they need to cancel instead.

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Cancellation Fees

Staff can configure Appointment Cancellation Fees under SETTINGS > SETUP > APPOINTMENTS SETTINGS > General Appointments Settings:

• Charge Cancellation Fee – when enabled, a cancellation fee is charged for any canceled Appointment.
• Cancellation Fee Program – financial Program automatically assigned to cancellation fees.
• Cancellation Fee Charge Category – financial Charge Category automatically assigned to cancellation fees.
• Amount (% / $) – percentage of the Appointment cost or flat dollar amount charged as the fee.
• Charge cancellation fee for rescheduled Appointments – when enabled, a cancellation fee is applied to the original Appointment if it is rescheduled.

NOTE: For Group Appointments, only the organizer is charged the cancellation fee.

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Troubleshooting & FAQs

• Why can I only see certain Appointments when rescheduling?
  • Only Appointments associated with the same Appointment Service and Instructor are available when rescheduling.
• What happens if I cancel an Appointment with multiple dates?
  • The System cancels all remaining timeslots starting from the selected cancellation point. Any previously attended timeslots remain unchanged.
• Why was I charged a cancellation fee?
  • Cancellation fees are applied based on the account’s Appointment settings. If enabled, the fee is automatically added when an Appointment is canceled or rescheduled.
• Can a participant reschedule a Group Appointment?
  • No. Only the organizer can reschedule Group Appointments. Individual participants must cancel their slot if they cannot attend.

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Related Articles

• How Do I Create an Appointment Booking in the Customer Portal/Mobile App?
• How Do I Configure the Appointments Feature for the Office Portal?
• How Do I Configure the Appointments and Filters Settings for the Customer Portal? (Other Settings)
• How Do I Cancel or Reschedule an Appointment in the Mobile App?

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