Confirm, Cancel & Reschedule
This article covers how to confirm, cancel, and reschedule appointments in the dashboard, and what customers can do on their own.
In this guide
- Confirm or cancel an appointment quickly from the row menu in the list
- Reschedule by dragging an appointment on the calendar, and choose whether to notify the customer
- Export the current appointment list as a CSV, and filter appointments by created date or booking channel
Who can do this
Only the Owner and Admins can handle all appointments. Members only see appointments assigned to them. They can confirm, complete, cancel, mark as no-show, and reschedule those appointments. Collecting payments, refunds, bulk actions, export, and Cancel all slots are visible only to the Owner and Admins (see Roles & Permissions).
Confirm or cancel an appointment
Appointment statuses change as shown below. Once an appointment is Completed, Canceled, or No-show, its status doesn't change again.
- Confirm: you confirm it, or Auto-confirm bookings is on (see Booking Rules & Policies).
- Cancel: you and the customer can both cancel. If the customer has paid (including a deposit), only you can cancel.
- Complete and No-show: only you can mark these.
Open Appointments and find the Pending list
Click Appointments in the sidebar. The tabs at the top 1 are Pending, Unpaid, and All. When there are Pending appointments, the list opens on Pending. The Hidden: Canceled tag 2 means the list doesn't show canceled appointments. Unpaid lists completed appointments that haven't been paid in full yet, including ones where only a deposit was paid.
Click ⋮ at the end of the row and select Confirm or Cancel
Click ⋮ at the far right of the appointment's row. Pending appointments show Confirm and Cancel, and Confirmed appointments show Cancel. If there's an unpaid amount, the menu also shows Collect. If there's a refundable payment, it also shows Refund. Only the Owner and Admins see these two. On the Pending tab, Confirm also appears directly at the end of the row, so you don't need to open ⋮.
Or use the appointment details
Click an appointment to open "Appointment details". The bottom of the panel shows what you can do next: before the appointment starts, there's Cancel appointment 1, plus Confirm 2 if it's Pending. After it starts, the left button becomes Mark as no-show, and Cancel appointment moves to the ⋮ menu at the top right.
The cancel dialog is the same in the list and in the details. You can fill in Reason for canceling (optional). Notify customer is on by default: the customer gets a cancellation notice with the reason. Turn it off to skip notifying the customer. Walk-ins, and appointments whose time has already passed, don't have this switch. Canceling doesn't refund the payment automatically. If the appointment is paid, click Refund in the dialog.
You can also select multiple appointments in the list to bulk confirm, complete, or cancel them. If any selected appointments are paid, refund each one individually after canceling. A series has a separate Cancel all slots action. See Multi-Slot Bookings.
Reschedule by dragging on the calendar
Switch to Week view
Click Calendar in the sidebar. Use the view switcher 1 at the top (Day, Week, Month, Schedule) to switch to Week.
Drag the appointment block to a new time
Drag the appointment block 3 onto a new time slot. When you drop it, a confirmation dialog opens. Group class session blocks and appointments that have ended can't be dragged.
When a time slot has more than two appointments, the rest are grouped under "+N" on the right. Click it to list every appointment in that time slot. Appointments under "+N" can't be dragged directly. To change the time, open the appointment and click Reschedule on the time card.
Check the new time and choose whether to notify the customer
The dialog shows the customer and the original and new times 1. If you dropped the appointment into another staff member's column, it also shows the original and new staff members. Notify customer 2 is on by default. If you turn it off, the customer isn't notified about this reschedule. Staff members are still notified.
Click Reschedule to change the time. Click Back to leave everything unchanged.
For walk-in appointments, when you only change the staff member and keep the same time, or when you move an appointment to a time that has already passed, Notify customer doesn't appear and the customer isn't notified. When you click Reschedule in the appointment details, you can also choose whether to notify the customer.
Reschedules you make aren't subject to the Reschedule limit for customers. If the new time overlaps another appointment, Dolyu warns you, but you can still save the change.
What customers can do
Under "My bookings" on the booking page, customers can:
- Cancel: cancel Pending or Confirmed appointments on their own. Paid appointments (including ones with a deposit) can't be canceled this way. The page and emails ask the customer to contact you.
- Reschedule: pick only time slots that haven't been booked yet. The staff member and headcount stay the same. The number of reschedules is limited by the Reschedule limit in Booking Rules & Policies (0 means unlimited). If Public booking page isn't turned on, customers can't reschedule on their own.
- Once the Cancellation / reschedule deadline passes, customers can't cancel or reschedule on their own. Changes you make in the dashboard aren't affected.
Hide canceled appointments
The Appointments list doesn't show canceled appointments by default, and a Hidden: Canceled tag appears at the top. Click the × on the tag to show canceled appointments again.
To see only certain statuses, open Filter and check one or more options under Status. For example, check Pending and Confirmed to show only upcoming appointments.
Appointment colors on the calendar
The calendar shows status through color and style, without a text label:
| Style | Status |
|---|---|
| White with an amber outline | Pending: not confirmed yet and needs your action |
| Solid blue | Confirmed |
| Green | Completed |
| Red | No-show |
| Gray with a dashed outline | Canceled (hidden by default) |
In Day and Week views, appointments that have ended (Completed, No-show, or Canceled) are striped.
Canceled appointments on the calendar
The Calendar also hides canceled appointments by default. No-shows still appear.
In the toolbar, Filter has a Status section 1 that lists each status with its color on the calendar. Only checked statuses appear on the calendar. By default, only Canceled is unchecked. Check Canceled to show canceled appointments with a dashed outline. You can temporarily hide other statuses the same way.
The status filter remembers your last selection.
Choose the columns in the list
Use Column manager at the top right of the table to show or hide columns; changes apply as soon as you tick a box. Time and Customer are always shown. By default the list also shows Services, Status, Total, and Payment, plus Resource once you have created a resource and Multi-slot once you have multi-slot appointments. No-show / cancellation history, Booking channel, and Created at are hidden by default.
Export appointment records
Open the More menu and select Export
Click More at the top right of the appointment list, then select Export.
The export uses the list's current filters, so canceled appointments are excluded by default. To include them, clear the Hidden: Canceled tag before exporting.
To see the appointments you received in a period, open the All tab, click Filter, choose the period under Created date, and click Apply filters. Created date is the date the appointment was submitted or added. Date range filters by the appointment date instead. You can apply both at the same time.
To see where appointments came from, open Filter and select Web, LINE App, LINE Chat, or Dashboard under Booking channel. The top of the appointment details shows the booking channel under the status. You can also turn on the Created at and Booking channel columns in the list from Column manager.
Exported columns: Date, Time, Status, Customer Name, Phone, Total, Payment Status, Services, Staff, Booking form answers, Booking Channel, and Created At.
The export takes a moment to prepare, and "Preparing your export" appears at the top of the screen. When it's ready, click Download .csv to download the file. You can also download it later from the notification center. The link is valid for 7 days. After that, export again. If you've added Dolyu to the home screen on an iPhone or iPad, tapping Download .csv opens the share sheet. Select "Save to Files".
Common questions
What happens when I drag an appointment to another staff member's column?
In Day view, when you drag an appointment to another staff member's column, the services the original staff member handled move to the new staff member. Services handled by other staff members stay the same. The new staff member must already be assigned to those services. Both the original and the new staff member are notified. The customer is notified only if the time also changes. Changing the staff member in the appointment details works the same way.
How do I set the customer reschedule limit, and does changing it affect existing appointments?
Set it in Booking Rules & Policies. 0 means unlimited. The new limit applies to all appointments right away, and reschedules a customer has already made still count.
What do I do if the list doesn't show Complete but the customer says they paid in cash?
In the list, Complete only appears when Dolyu has recorded full payment. The Owner or an Admin can open the appointment, click Complete & collect, and record the amount received to complete it at the same time. Members can't collect payments, but they can click Mark complete. The appointment then appears under Unpaid so the Owner or an Admin can record the payment.
Can I change prices or add notes after an appointment is completed?
If no payment has been collected yet, the Owner or an Admin can click Edit on the Services & staff card to change the price and cost of each service, or remove a service. You can't add services or change the staff, duration, or number of people, and the appointment time stays the same. Once a payment has been collected (even if it was later refunded), it can't be changed. Completed, canceled, and no-show appointments can all get service notes with Add note on the Notes card.
Can I bulk confirm, complete, or cancel appointments for different customers at once?
Yes. Bulk actions aren't limited to one customer. Each appointment still follows the rules for its own status. For example, bulk complete only applies to Confirmed appointments (including ones that aren't fully paid) and skips the rest. Completed appointments that aren't fully paid appear under Unpaid.
Can I use the exported CSV to bulk-update appointments?
No. Appointments can only be exported. There's no import.
Troubleshooting
| Issue | Cause and fix |
|---|---|
| Confirm or Cancel doesn't show in the menu | Completed, Canceled, and No-show appointments can't change status. Members can only handle appointments assigned to them |
| The time didn't change after dragging | After you drop the appointment, click Reschedule in the confirmation dialog to update the time |
| A customer says they didn't get the reschedule notice | Check whether Notify customer was turned off when you rescheduled. If it was on and the customer still didn't get it, see the common questions in Notification Settings |
| You want to reschedule one appointment in a series | Each appointment in a series is a separate appointment, so you can drag it to reschedule as usual |
| Can't find the "Export" option | Only the Owner and Admins can see it |