How to Manage, Reschedule, and Cancel Bookings

    CategoryCalendars and Bookings
    Article typeDocumentation
    Estimated reading time 7 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Bookings can be viewed, managed, rescheduled, and cancelled from the Calendar view in your GEVADE CRM workspace. Customers may also reschedule or cancel through self-service links if this option is enabled for the calendar.

    Who this article is for

    This article is for business owners, administrators, and team members responsible for managing their own or their team's scheduled appointments.

    Overview

    Managing existing bookings is a routine part of running an appointment-based business. GEVADE CRM provides tools to view, edit, reschedule, and cancel appointments from within the workspace. Depending on your calendar configuration, customers may also be able to manage their own bookings through a self-service link. This guide covers the key steps for handling booking changes from both the admin side and the customer side. Behaviour may vary depending on your account configuration.

    Before you begin

    • Confirm you have the correct user permissions to view and edit calendar bookings.
    • Decide whether to enable self-service rescheduling and cancellation links for customers.
    • Prepare a cancellation or rescheduling notification message where relevant.
    • Test the reschedule and cancel flow with a test booking before relying on it for live appointments.

    Step 1: Access the Calendar view

    Navigate to Calendars in your GEVADE CRM workspace. Select the Calendar view to see all upcoming appointments. You can switch between day, week, and month views depending on your preference. You can also view bookings from the contact record timeline for a specific customer.

    Step 2: View appointment details

    Click on any appointment in the calendar to view its details, including the customer name, contact information, appointment time, calendar type, and any form responses collected during booking. You can also access the linked contact record directly from the appointment details.

    Step 3: Edit or update an appointment

    From the appointment details, you can update notes, adjust appointment status, or modify any editable fields. Not all fields may be editable depending on how the appointment was created and your account configuration. Contact support if a required field is not editable.

    Step 4: Reschedule an appointment

    To reschedule, open the appointment and select the reschedule option where available. Choose a new date and time from the available slots. The system will update the appointment and may send a rescheduling notification depending on your notification settings. If you are rescheduling a team calendar appointment, verify the new slot is available for the assigned team member. Reschedule behaviour may vary depending on your account configuration.

    Step 5: Cancel an appointment

    To cancel an appointment, open it and select the cancel option. Confirm the cancellation. A cancellation notification may be sent to the customer and the assigned team member depending on your notification settings. Cancelled slots will return to the available pool, allowing new bookings. Verify that cancellation notifications are configured correctly before processing live cancellations.

    Step 6: Enable customer self-service rescheduling and cancellation

    If you want customers to manage their own bookings, you can enable self-service rescheduling and cancellation links in your calendar settings where this feature is available. When enabled, customers receive a link in their confirmation message that allows them to reschedule or cancel without contacting your team. This option may vary depending on your account configuration.

    Step 7: Handle no-shows and follow-ups

    If a customer does not attend their appointment, you can mark the appointment as a no-show where this option is available. You can then trigger a follow-up message or workflow manually or via automation. No-show handling options may vary depending on your account configuration.

    Configuration note

    Rescheduling and cancellation options may vary depending on your account configuration, user permissions, and calendar type. Self-service rescheduling and cancellation links, where enabled, depend on the customer using the correct link and the new time slot being within your configured availability. We do not guarantee notification delivery for rescheduling or cancellation events. Always test notification flows before going live.

    Important clarification

    A common issue is cancelling an appointment without verifying whether a cancellation notification is configured. Customers may not be informed of the cancellation if notifications are not set up. Always check your notification settings and test the cancellation flow with a test booking first.

    Resolution guidance

    The reschedule option is not visible

    Verify that your user permissions include calendar management access. The reschedule option may not be available for all calendar types or account configurations. Contact support if this option should be available but is not visible.

    Customer did not receive a rescheduling or cancellation notification

    Check that the notification for rescheduling and cancellation events is configured in your calendar or notification settings. Confirm the customer is not marked as DND or opted out of the relevant channel. Message delivery depends on channel setup, sending status, and account configuration.

    Self-service rescheduling link is not working

    Verify that self-service rescheduling is enabled in your calendar settings. Check that the link in the customer's confirmation message is correct and has not expired. Contact support if the feature appears enabled but the link is not functioning correctly.

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