Confirmations, reminders and cancellations

A few emails go out automatically around every booking, both to the customer and to you. Here's what happens and when.

The emails that are sent

• Confirmation to the customer. As soon as the customer has booked, they get an email with the time and a calendar file (.ics) they can add straight to their calendar.
• Notification to you. At the same time you get an email about the new booking. If you reply to it, the reply goes to the customer.
• Reminder to the customer. Within 24 hours before the appointment the customer gets an email reminder, so fewer people forget to show up.

All the emails are sent in the same language your booking page is set up in, Norwegian or English.

How the customer cancels on their own

The customer doesn't need to call to cancel. Both the confirmation and the reminder contain their own link to the booking. When they open it, they see the details and a "Need to cancel?" button.

A few things worth knowing:

• Cancellation must happen before the appointment starts. After the start time it can no longer be cancelled.
• Cancellation is final. When the customer confirms, the slot is freed immediately, so others can book it. If they change their mind, they have to book a new appointment.
• You're notified. When a customer cancels, you get an email about it.

There's no separate "reschedule" feature. If a customer needs to change the time, they cancel and book again.

Keep the confirmation

Since there's no login or "my bookings" list, the link in the email is the only way back to the booking. Ask customers to keep the confirmation until the appointment is done. The link stops working around 90 days after the appointment is over.

If you'd rather know how the customer books in the first place, see How your customers book a time.