IN BRIEF:
Learn how to cancel or reschedule Appointment timeslots in the Office Portal, whether or not bookings are attached. This includes how notifications are sent, how group and multi-date appointments behave, and how cancellation fees are applied.

• Overview
• Accessing the Feature
• Step-by-Step Instructions
  • Canceling an Appointment Without Bookings
  • Canceling an Appointment With Bookings
    • Notification Details
    • Expected Behavior for Multi‑date or Group Appointments
  • Rescheduling an Existing Appointment Booking
    • Notification Details
    • Expected Behavior for Group Appointments
  • Cancellation Fees
• Troubleshooting & FAQs
• Related Articles

Interactive Demos for managing appointment bookings in the Office Portal 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 Office Portal" demo.

Overview

The APPOINTMENTS page in the Office Portal allows staff to manage individual appointment timeslots. Depending on the circumstance, you can:

• Cancel a timeslot that has no bookings.
• Cancel existing bookings on a timeslot.
• Reschedule existing bookings to a new date/time.

This article also explains how notifications are sent and how the System handles group or multi-date appointments. 

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Accessing the Feature

1. From the main navigation menu, go to Appointments.
2. Locate the desired timeslot on the APPOINTMENTS page.

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Step-by-Step Instructions

Canceling an Appointment Without Bookings

When the timeslot you wish to cancel has no active bookings:

1. From the APPOINTMENTS page, locate the timeslot to be canceled.
2. Select the hyperlinked timeslot to open the "Edit Timeslot" dialog.
   
3. Enable Cancel Timeslot.
   
4. Select Save. The System displays "Appointment Timeslot updated."
   
5. The row now shows a Cancelled indicator, and the Book button is removed.
   

If you need to re‑enable the timeslot, repeat these steps, and deselect Cancel Timeslot.

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Canceling an Appointment With Bookings

Use this workflow to cancel an appointment that already has one or more students booked:

1. On the APPOINTMENTS page, locate the timeslot that contains the booking.
2. From the Actions menu (three‑dots), choose Cancel Booking.
3. In the "Cancel Appointment" window, select the student(s) whose bookings you are canceling (if multiple students are listed).
4. Under Notification Method, choose Email, SMS/Text Message, or Push Notification.
   
5. Select Process to cancel, or Close to exit without changes.

Notification Details

• Email messages use the template found under SETTINGS>SETUP>GENERAL SETTINGS>COMMUNICATION TEMPLATES>ICLASSPRO > "Appointment Cancellation."
• SMS messages will send an SMS message stating: "Your [[appointment_name]] appointment at [[timeslot_start]] for [[student_name]] has been canceled."
  • NOTE: Choosing to send an SMS will expend credits. The System will display how many credits will be used before processing.
• Push notifications will send a Push notification message stating: "Your [[appointment_name]] appointment at [[timeslot_start]] for [[student_name]] has been canceled."

Expected Behavior for Multi‑date or Group Appointments

• For appointments scheduled to meet on multiple dates, the system will drop all remaining future timeslots (from the current date onward), thus making them available for new bookings.
• For group appointments, canceling the organizer’s booking cancels appointments for all participants.
  • Canceling bookings for an individual participant will only affect that specific participant and allow the organizer to invite another student to take their spot.

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Rescheduling an Existing Appointment Booking

To move an existing booking to a new timeslot:

1. On the APPOINTMENTS page, locate the timeslot that contains the booking.
2. From the Actions menu (three‑dots), choose Reschedule Booking.
3. In the "Reschedule Appointment" window, choose Email and/or SMS/Text Message in the Notification Method area.
4. Select the Date to which you wish to move the appointment.
5. Available timeslots for the same Service and Instructor on that date are listed.
6. Select a new timeslot.
7. Select Process to confirm, or Close to exit without changes.

Notification Details

• Email messages use the template found under SETTINGS>SETUP>GENERAL SETTINGS>COMMUNICATION TEMPLATES>ICLASSPRO > "Appointment Cancellation."
• SMS messages will send a message stating: "Your [[appointment_name]] appointment at [[timeslot_start]] for [[student_name]] has been canceled."
  • NOTE: Choosing to send an SMS will expend credits. The System will display how many credits will be used before processing.

Expected Behavior for Group Appointments

• For group appointments, rescheduling the organizer’s booking reschedules the appointment timelot for all participants
• Staff cannot reschedule timeslots for Individual participants in Group Appointment. If the participant will be unable to attend the timeslot scheduled by the organizer, staff will need to cancel the participant's booking 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’t I cancel a particular timeslot?
  • If bookings exist, you must cancel the individual bookings using the Actions menu before the timeslot can be fully canceled.
• What happens when I cancel a recurring or multi-date appointment?
  • The System removes all future timeslots from the current date forward and makes them available for booking.
• Can I reschedule a single student in a group appointment?
  • No. Group appointments must be managed at the organizer level. Individual participants must be canceled instead.
• Why was a cancellation fee applied when I rescheduled?
  • If Charge cancellation fee for rescheduled Appointments is enabled, the System applies a fee to the original appointment.
• Why did sending a notification reduce my SMS credits?
  • SMS/Text Message notifications use credits. The System displays the number of credits used before processing.

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Related Articles

• What is the Appointments Feature?
• How Do I Create/Edit Appointments and Appointment Timeslots?
• How Do I Create an Appointment Booking in the Office Portal?
• How Do I Configure the Appointments Feature for the Office Portal?
• Which Automated Email Templates are Available?
• How Do I Customize iClassPro’s Automated Emails?

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