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Cancellation Reasons
Cancellation Reasons

Turn on Cancellation Reasons to track how and why clients cancel their appointments

Trentenn avatar
Written by Trentenn
Updated over a week ago

Cancellation Reasons can be very helpful to a business, it allows you to know why clients cancel their appointments and set follow-up activities accordingly. When you Cancel/Delete an unpaid appointment, Better HQ gives you the option to state the cancellation reason. By default, the ability to document Cancellation Reasons is turned on. You can disable cancellation reasons in Settings.

To Create a Cancellation Reason Option:

  1. Go here

  2. Or go to Settings > Cancellation Reasons

  3. The following Cancellation Reasons have been provided for you: Just delete an appointment, No reason given, Don't need anymore, Sick, Away, and Rescheduled.

  4. To add a new cancellation reason click the red '+Add' button in the top right-hand corner of the box. A blank box will appear below the listed reasons for you to edit.

  5. Click 'Save'.

To Document a Cancellation Reason:

  1. Select the appointment you wish to delete or cancel from the calendar page.

  2. The appointment pop-up will appear. Click the green 'Edit' button.

  3. On the base of the pop-up is an image of a bin, click this to delete your appointment. To cancel an appointment, click the 'Cancellation' button.

  4. Once you click on the buttons to Delete or Cancel a pop-up box will appear asking "Why did the client cancel?".

  5. Select the Cancellation reason from the drop-down menu.

  6. Click Save.

Cancellation Report

You can select the Cancellations under the Calendar reports.

  1. Go here

  2. Select the 'Cancellations' report. This report shows all the deleted and canceled appointments and associated cancellation reasons.

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