How do I set up Cancellation Reasons?
Cancellation Reasons allow you to collect customised information when cancelling Reservations. They can appear as options when a Reservation is cancelled internally by a team member, and online by a Customer.
To create a Cancellation Reason, click Manage > Services > Cancellation Reasons then click + Add Cancellation Reason
Complete the following fields:
| Field | Description |
| Name | Enter the reason name - this will display as an option to select during cancellation |
| Short Name | Enter a short name for the reason - this will display in the cancelled tag in the Reservation window and list of Reservations in the Customer Profile |
| Display Mode | Select where the reason is shown: Both - When Reservations are cancelled internally AND to the Customer when they cancel online Internal - ONLY internally when a team member cancels Customer - ONLY online when Customers cancels |
| Include in High Cancellation | Select this option if you wish this reason to be included in High Cancellation stats De-select this option to exclude this particular reasons from cancellation stats |
| Note Required | Select this option to require the Customer to add a note to their online cancellation reason Please note: Selecting this option does NOT require a note to be added for internal cancellations |
| Enabled | Select to enable this reason and it will show and work as per above settings Deselect to disabled this reason and will not appear anywhere |
Click Save when finished
The Cancellation Reason can be edited using the pencil icon
re-ordered by clicking and dragging the re-order icon
or removed by clicking the delete icon
Cancellation Reasons which have been enabled to display to the Customer online will appear on your book.app mini-site or widget when viewing the Reservation and clicking the Cancel button:
For customer online cancellations, there are additional settings in the Online Booking > Settings section (see this article). Here you can:
- Enable or disable customer online cancellations (Allow Customer Self-cancel)
- Specify the window within which a customer online cancellation can be made (Customer Self-cancel Window)
- Modify the warning text from "Are you sure you want to cancel this appointment", to a message of your choice (Customer Self-cancel Notice)
For internal (admin) cancellations, the Cancellation Reasons enabled for internal display will appear when viewing the Reservation window and clicking the Cancel button:
Once a reason is selected, a red tag will appear on the Reservation window, displaying the short name of the Cancellation Reason. Clicking the small (x) on the cancellation tag will un-cancel the Reservation.
Cancellation Reasons also display within your alerts, as well as in the Reservations Report when the Cancelled Reservation Status filter is selected