Option to block rescheduling or cancelling

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27 comments

  • Official comment
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    Hannah McIntosh

    Hello,

    Happy to let you know that you can now remove the cancel and reschedule links from your events and/or add a cancellation policy as seen in this guide. If you need further assistance, please contact support@calendly.com.

    Best,

    Hannah at Calendly

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    Sam Chandler

    Adding on to that - it would be helpful to be able to limit the #Reschedules a client can make on their own

    15
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    Michael Katwaroo

    I second this! Would like to block interviewees from rescheduling at the last minute!

    7
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    Suzi Hixon, Esq., Hixon Law PLLC

    would like to be able to block certain email addresses as well

    11
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    Christian Reinhard

    I support that! An option to disable or set a time limit for reschedules would be very helpful.

    8
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    Bryan Kreuzberger

    I'm with you guys. If we have an option where they can't reschedule more than once if they reschedule the day of the event, that would be most helpful. No shows are an issue.

    3
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    Zenfolio Customer Success

    The ability to block an email for a certain amount of time would be great.

    4
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    Rootworks - TJ (Edited )

    Brief on our use-case:  We are connecting all of the data and the calls that are being scheduled back into our CRM.  The problem with this is that a reschedule in Calendly is actually a Cancel and a new scheduled event, not just moving the already scheduled event.  When this happens, there is no way for us to pass data from the scheduled call to this new "rescheduled" call.  We are using one of our fields to pass data on to Calendly so that we can retrieve it via the webhooks.  The problem is we can't pass that data through on a Reschedule.  We have found a way to do Reschedules through our online platform, but with the link existing in the email, we're afraid too many people will use that link to reschedule and will cause many complications within our CRM.

    Update: We are noticing that the vast majority of "Reschedule" requests are coming within an hour or so of their appointment.  The way it's setup now, they can just schedule a new appointment, as long as it's not within 24 hours of the current time.  Now they have a new time, and have wasted an hour of my coach's time since they won't be showing up.

    The reschedule function within Calendly needs addressed.  Reschedule needs to modify a current event, not cancel and create a new event. Then we can set rules around when and how Reschedules can happen.

    5
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    Scott Brown

    For some businesses, when clients cancel and reschedule, it's no big deal - a minor inconvenience. For others, like ours, we schedule people and resources around those meetings so it's very costly. The last thing we want to do is make it easy for our clients to cancel or reschedule a meeting.  In the past 14 months, we've scheduled hundreds of meetings using Outlook invites with only one or two that were rescheduled.  Probably because we didin't offer them a way to do it by clicking a link.  They had to pick up the phone and call us or send us a revised meeting request.  In the past 2 weeks since using Calendly, we've had multiple meetings get rescheduled and some more than once.  Calendly does a great job of allowing you to customize how it works for you so I can't understand the logic behind forcing you to offer something you don't wish to offer, which in our case, is very expensive.

    4
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    Amanda Lynn

    Thank you all for sharing your own specific use cases. We are actively looking into a solution for this. Be on the lookout soon for updates. :)

    - Amanda 

    8
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    Gina Daniels

    I agree.  There should be a function where you can limit the time frame before an appointment that a customer can cancel.  i.e. 72 hours and perhaps a space there if they need to cancel last minute that you can put in instructions i.e.  They have to call etc.

    5
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    Grand Rapids Healthcare

    Blocking an e-mail address from booking or re-booking is something that should be a priority.  I spend an hour of wasted time only to find out later that they are booking again, and potentially blocking off another hour that others could have used with me.

    5
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    Anna Vital

    Any update on this?
    Last minute rescheduling is very annoying.

    5
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    Chris Gerding

    YES!

    If we set a policy when users fill out our forms, they still will break policy and cancel/reschedule just before their conversation. Because people don't read instructions anymore and they just try clicking things to see if they still work, they think that they're allowed to reschedule/cancel at the last minute because Calendly lets them.

    It would be AWESOME if when they try to click cancel, it would prevent them and hit them with a "Sorry, this is within 24 hours of your scheduled time, so you're request to cancel is too close to your schedule time per the scheduling policy."

    4
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    Tom Grant, DC

    Yes, preventing free-wheeling rescheduling will be especially helpful when the calendared events are billable.

    4
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    PM Interview Prep

    Please make it possible to disable rescheduling or even better, disable rescheduling if the meeting is in the next 24 hours.

    8
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    Sight of Light

    please add an option to disable rescheduling and cancelling in the invite email.

    1
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    Erin Childs, LCSW

    This issue doesn’t appear to be resolved. I have a 24hr cancellation policy or the client forfeits the cost of the service. This gets confused/muddled when the client is able to reschedule up until their appointment time. This leaves me to enforce the policy without the infrastructure to support me in doing so.

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    Robert Fen Photography

    Me too love the product so far but major problem was letting peopke reschedule with out asking. It should be a request to reschedule or at least not let anyone reschedule just like you can prevent an event from being booked in so many hours. causing me lots of issues trying to stop people from changein schedule

    2
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    Eve Hudson, Ph.D.

    Has anything been done to address this issue? It's still a pain point for me.

    1
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    Ingka Enyan

    Same here, would really need a way to deal with last minute cancellations. My ideal solution would be to make certain types of events billable when the client reschedules less than 24h before the event.

     

    2
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    Inés Ramos

    Any news on this???
    My policies state that I give no refunds less than 24h before the event. Are you going to implement a way to avoid this?

    0
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  • Avatar
    Scott Brown

    Per the post by Hannah McIntosh at the top of this page, you now have the ability to NOT include the links that allow your clients to cancel or reschedule.  Problem solved.

    0
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    Inés Ramos

    Problem NOT solved.
    I'd like to offer them the possibility to cancel or reschedule BEFORE 24h before the event. But not after.
    The problem hasn't been solved, even though people have been asking for this option for years.

    -1
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    Scott Brown

    Remove the cancel and reschedule links and require that people call in (or email) to cancel or reschedule.  The number of cancellations and reschedules will go down dramatically.  Trust me.

    1
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    House Of Healing

    It is a must to avoid last minute cancellations or rescheduling. 

    0
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    Branding Office Hours

    Going to chime in here and give a +1 to this feature. This was posted four years ago, y'all. Not sure how this hasn't been solved. Why provide a place to put our cancelation/rescheduling policy if users can still late-cancel/reschedule without a problem? 

    One workaround that at least solves some issues that I'm trying, in case it's useful to anyone:

    • Interstitial spreadsheet in Google Drive, where Zapier sends all of my booking data from Calendly client intake forms. (I have to do this because Zapier doesn't yet allow for triggering events from different Calendly booking types.)
    • Zap that then creates a new record in Airtable with all of that data. That spreadsheet has a few fields: Date and time of Initial Call, Date and time of Cancelation, and then a third field with a formula that calculates the difference in time between those two fields, in minutes.
    • Another Zap that includes a Path condition where it finds the record associated with that client and, if the time between the call and the time canceled is less than my policy (48 or 72 hours), it sends an email to the client, letting them know they won't get a refund. If it's equal to or more than my policy, in minutes, they and I both get an email, saying they'll get a full or partial refund (dependent on my policy). That way, I'm alerted when someone has canceled in an appropriate amount of time and I have a new task reminder to issue a refund.

    Though, since I have just started using Calendly, I'm actually not totally sure if canceled events already issue an automatic refund from Stripe. Does anyone know? 

    Anyway—maybe that Zap situation will work well for someone.

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