Reschedule & Cancel

In the course of running your business, you'll inevitably encounter situations where a reservation needs to be rescheduled or cancelled entirely. Reservine provides tools for both scenarios - including the ability to compensate the customer.

All operations described on this page are performed from the reservation detail, which you open by clicking on a reservation in the calendar or the reservations table.

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Rescheduling (Changing the Date/Time)

Rescheduling allows you to move an existing reservation to a different day or time without changing any other details (service, customer, employee).

How to Reschedule a Reservation

1. Open the reservation detail by clicking on it in the calendar or table
2. Click the Reschedule button
3. A new time picker opens - a time grid similar to what the customer sees when booking
4. Select the new day and time
5. Confirm the change

After rescheduling:

• The reservation is moved to the new time in the calendar
• The original time slot is released for other customers
• The customer receives a notification about the time change via email
• The change is recorded in the activity journal in the reservation detail

Rescheduling from the Calendar (Drag and Drop)

Alternatively, you can reschedule a reservation directly in the calendar by dragging the block to a new time. This method is faster for simple moves within a single week.

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Cancelling a Reservation

Admin Cancellation

As an administrator, you can cancel any reservation:

1. Open the reservation detail
2. Click the status change button or directly click Cancel
3. Optionally fill in a cancellation reason - this reason is shown to the customer
4. Decide on compensation (see below)
5. Confirm the cancellation

After cancellation:

• The reservation status changes to Cancelled
• The time slot is released for other customers
• The reservation appears in red in the calendar
• The customer receives a cancellation notification including the reason (if provided)

Cancelling Individual Blocks

If a reservation contains multiple time blocks (e.g., two different hours in one day), you can cancel only the selected block while leaving the others unchanged. This is useful when the customer wants to cancel just part of their order.

1. Open the reservation detail
2. In the individual blocks section, find the specific block
3. Click the cancel option for that block
4. Confirm the cancellation of only this block

Customer Self-Cancellation

Customers can cancel their own reservation in two ways:

• From their profile - a logged-in customer finds the reservation in their account and clicks Cancel
• From the email - the confirmation email contains a link to manage the reservation

Customer self-cancellation is subject to the cancellation policy you set in the admin panel (see below).

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Customer Compensation

If you're cancelling a reservation on your end (e.g., due to employee illness, equipment failure, etc.), it's appropriate to compensate the customer. Reservine offers two compensation methods that you can choose directly when cancelling a reservation.

Option 1: Voucher (Credit)

Create a voucher for a given amount that the customer can use on their next reservation:

1. In the cancellation dialog, select Compensate with voucher
2. Set the amount of the voucher (can be the same or different from the reservation price)
3. Confirm the creation

The customer receives the voucher code via email and can use it in the cart on their next order.

Option 2: Stripe Refund

If the customer paid online by card, you can initiate a refund directly to their card:

1. In the cancellation dialog, select Refund to card
2. The system displays the amount to be refunded
3. Confirm the refund

Compensation Without Cancellation

You can also provide compensation without cancelling the entire reservation - for example, when something went wrong but the service was still completed. In that case, use the management tools in the reservation detail to create a standalone voucher.

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Cancellation Policy

The cancellation policy defines the rules under which a customer can cancel their own reservation. You configure it in your branch Settings.

What You Can Configure

Recommendations for Cancellation Policy Settings

• High-demand services (e.g., weekends): Set a longer time limit (e.g., 48 hours) and a higher fee
• Regular services: 24 hours is the standard time limit for free cancellation
• One-time events: Consider stricter terms, as a freed slot is harder to fill again

Related Pages

• Reservation Detail - where all operations are performed
• Calendar - visual drag-and-drop reservation rescheduling
• Cart & Checkout - where the customer uses a compensation voucher