Reschedule or cancel an appointment
How to move a booking (the customer approves the new time), how customers reschedule themselves, and what happens to payments.
You need to move it
- Open the appointment and tap Propose reschedule (also Propose new time).
- Pick the new date and time. Slots already taken are refused.
- Send request. The customer receives an email to approve or decline the new time.
Until they approve, the original booking stands, so nothing is lost if they say no. If there is no email on file for that customer, Ordina tells you, and you will need to contact them by phone.
The customer wants to move it
Every confirmation and reminder carries a reschedule link. The customer taps it, talks to the Secretary, picks a new free time, and both of you get the updated confirmation. No action needed from you.
Cancelling
Open the appointment and cancel it. For a booking paid online, you are offered a refund; the appointment then shows Refunded in the Cancelled tab and on the transaction. Prepayments follow your policy: if your knowledge base says payments inside 24 hours are kept, the Secretary tells customers that before they cancel, but the refund itself is always your decision and your click.
Blocking a day at short notice
If you need to clear a whole afternoon, the fastest route is your own Secretary: "Move my afternoon appointments to tomorrow, let the customers know, and block 2 to 4 PM today." It proposes new times to each customer, tells you who accepted, and leaves the ones who asked for a different day for you.