Confirm, Cancel & Reschedule
Dolyu appointment statuses follow: Pending → Confirmed → {Completed | Canceled | No-show} (a Pending appointment can also move directly to Canceled or No-show).
Merchant Actions
In the Appointments list, the menu at the end of each row provides:
| Action | Available when | Description |
|---|---|---|
| Confirm | Pending only | If the scheduled time has already passed and it's still unconfirmed, an extra confirmation prompt appears; otherwise it submits directly |
| Cancel | Pending only | A plain confirmation dialog — no reason field |
| Complete | Confirmed only, with payment fully collected | Cannot be marked complete while there's an outstanding amount |
| No-show | Confirmed only | See the next article, "Handling No-Shows" |
These four quick actions are limited to the Owner/Admin roles — the Member role cannot use them. The list also supports bulk confirm/complete/cancel; multi-slot bookings (recurring series) additionally have a separate "Cancel all slots" action.
INFO
The "Cancel" quick action only applies to Pending appointments. To change a Confirmed appointment, use "Reschedule" below instead of canceling and recreating it.
Opening a single appointment's detail page also gives you a separate cancel entry point — a different entry point from the row quick action above: the detail page's cancel action has an extra, optional "Reason for canceling" field that, when filled in, is sent to the customer; the row quick cancel keeps a plain confirmation dialog with no reason field. Both have the same status restrictions and the same end result — the only difference is whether a reason field is available.
Reschedule (Merchant)
Merchants can drag an appointment directly to a new time on the calendar; the system updates that appointment's time in place instead of creating a new record. Merchant-initiated reschedules aren't subject to the reschedule limit. If the slot you drag to conflicts with another appointment, the system shows a conflict warning but does not block the reschedule — whether to proceed anyway in a conflicting slot is left to the merchant's judgment.
Customer Actions
On the booking page, under "My Bookings," customers can:
- Cancel: Customers can cancel on their own from either Pending or Confirmed status.
- Reschedule: Customers can adjust the appointment time themselves, subject to the reschedule limit merchants set under "Booking settings" (0 means unlimited), and the system checks for slot conflicts.
Customers cannot mark an appointment as Complete or No-show themselves — both are merchant-only actions.
Hiding Canceled Appointments
The Appointments list doesn't show canceled appointments by default, and a "Hidden: Canceled" tag appears above the list. Click the × on that tag to bring them back.
To see only certain statuses, use the "Status" filter — it takes multiple selections. Selecting "Pending" and "Confirmed" together, for example, leaves only the appointments that are still going to happen.
Exporting Appointment Records
From the "More" menu at the top right of the Appointments list, click "Export" to download the current list — including any filters or search you've applied — as a CSV. This is limited to the Owner/Admin roles; the Member role's menu doesn't show the "Export" option.
The export follows the filters currently applied to the list, so canceled appointments are excluded by default. To include them, clear the "Hidden: Canceled" tag before exporting.
Exported columns: date, time, status, customer name, phone, total, payment status, services, and staff. When an appointment has multiple services or staff members, that column lists them comma-separated.
The export runs in the background. You'll get a notification when it's done — click the link in the notification to download the CSV.
Common Questions
I want to cancel a Confirmed appointment, but there's no "Cancel" button in the list — why? The quick "Cancel" action only shows for Pending appointments. To change a Confirmed appointment, use "Reschedule" to move it instead. If you truly need to void it, there's currently no quick action on the merchant side to cancel a Confirmed appointment directly — first check whether rescheduling solves your situation.
Will rescheduling into a slot that already has another appointment be blocked? No. The system only shows a conflict warning — whether to proceed with the reschedule into a conflicting slot is ultimately up to the merchant. This is by design: the merchant may know the two appointments can actually be handled in parallel (e.g., different staff, or services that can run concurrently).
How do I set the customer reschedule limit? What if I realize partway through that it's too strict? Set it under "Booking Rules & Policies" — 0 means unlimited. Changes only affect reschedules going forward; counts a customer has already used aren't recalculated or refunded just because you raise the limit.
I can't mark an appointment complete — the system says there's an outstanding amount, but the customer says they already paid cash. What's going on? The "Complete" payment check only looks at payments recorded in the system (AppointmentPayment) — it doesn't automatically reflect cash received verbally or off the books. First record the actual amount received in that appointment's payment records; once the balance reaches zero, you can mark it complete.
Can bulk confirm/complete/cancel select appointments across different customers? Yes. The list's bulk actions apply the same action to all selected rows at once, regardless of customer. Each row still follows that action's own status restrictions — for example, bulk "Complete" only takes effect on Confirmed appointments that are fully paid; rows that don't qualify are skipped.
Can I use the exported CSV to bulk-update appointments? No. Unlike services (see Adding Services & Pricing), appointment export is currently one-way only — there's no matching import, so it can't be used to bulk-update or create appointments.
Troubleshooting
- No actions show in the menu: Confirm you're signed in as Owner/Admin — the Member role doesn't have permission for these quick actions, so the menu will be empty or missing items.
- Nothing happens after dragging to reschedule: Confirm the target date isn't outside the calendar's currently displayed range. Dragging across pages/months isn't currently supported — switch to the target month first, then drag.
- I want to reschedule one slot in a multi-slot booking but can't find how: Each slot in a series is still an independent appointment under the hood, so normal drag-to-reschedule works on individual slots within a series. The only series-wide action is "Cancel all slots" — rescheduling isn't tied to the series.
- I can't find the "Export" option: Confirm you're signed in as Owner/Admin — the Member role's "More" menu doesn't show this option.