Reschedule & cancel

Plans change. A client asks for another time, a stylist calls in sick, someone goes quiet all day. Mountify gives you three ways to move an appointment and one way to cancel it — and the difference matters, because one is reversible and the other is not.

In short: moving is safe and reversible. Cancelling is not. Cancelling voids any loyalty applied to the booking, returns package credits and is recorded as a one-way action. If the client simply wants another day, move the booking — don’t cancel it.

1. The three ways to move an appointment

Way	Where	What it can change
Drag and drop	The schedule grid	Time, staff member, and (in Day view) the day
The Reschedule section in the panel	The detail panel	Date, time, and every required resource
Changing the status	—	Nothing. A status is not a reschedule

Dragging in the schedule

1. Open Schedule.
2. Grab the card and drop it where it belongs — another time in the same column, or another person’s column.
3. The change is saved immediately.
4. A message appears: Booking moved. with an Undo button.

That Undo button matters: a drag is a single gesture that changes a real client’s appointment. If you dropped it in the wrong place, press it straight away — the booking goes back and the old time is restored.

In Day view the page scrolls through the days, so you can drag into another day too. If the move fails you get Couldn’t move the booking. and the card snaps back on its own.

Classes are the exception. A group class can only be moved within the same day. Drag it to another date and you get Classes can only be moved within the same day. and nothing changes. For another date, use the series editor.

The «Reschedule» section in the panel

If you’d rather not drag — or the new time is far away and dragging is awkward — open the booking and look at the Reschedule section near the top of the panel.

It contains:

• Date and time — one control with a calendar and a time picker.
• One dropdown for every required resource kind (for example Stylist, Chair), pre-set to the current one.
• A Move booking button that only appears once you change something. If nothing has changed, there is no button — that’s normal.

The section is not shown for:

• group classes;
• bookings with the status Cancelled, Completed or No-show.

In other words: what’s finished doesn’t move. If you genuinely need to correct a past visit, create a new back-dated booking.

2. Moving and double-booking

The admin side is deliberately permissive here too:

Moving does NOT check whether the slot is free. Drop a card on an already-taken hour and the move goes through; the booking then carries a Conflict badge — a red hatched border in the grid and a red block in the panel: “This booking overlaps another on the same resource. Move one of them to resolve it.”

There is exactly one hard exception: you cannot move a booking onto a scheduled class that uses the same staff member, room or equipment. That move is rejected.

If you want a strict check, use Quick book for a new time and cancel the old one — Quick book only offers genuinely free times.

3. What else changes when you move a booking

• The branch is recalculated. If the new resource works at a different branch on that date, the booking is tagged with that branch.
• Class → ordinary appointment. If a class participant is moved to another time, they are detached from the class and their seat is released.
• The reminder is re-aimed. For bookings made through the public page: if the reminder already went out for the old time and the booking moves later, a corrected reminder is sent for the new time.
• The client gets a “rescheduled” email — but only if the booking came from the public page. Manual bookings send nothing, including on a reschedule.
• The status does not change. A moved booking keeps whatever status it had.

A Rescheduled row appears in Activity at the bottom of the panel.

4. Cancelling

Cancelling from the panel

1. Open the booking.
2. Open the ⋯ menu at the top right and choose Cancel.
3. A confirmation appears:

Cancel this booking? “The customer’s loyalty applications for this booking will be voided. This cannot be undone.” → Cancel booking · Keep

Cancelling by dragging

Drag the card into the Drop here to cancel zone that appears at the bottom of the schedule. Dropping it opens a confirmation: the client’s slot is released, the booking is kept as cancelled, and the action can’t be undone.

Cancelling in bulk

On the Bookings page, tick several rows and press Cancel in the floating bar. The confirm tells you how many bookings will be cancelled and that it can’t be undone.

5. What cancelling actually does

Effect	Detail
Frees the slot	The time is immediately available to book again
Keeps the booking	Nothing is deleted. You’ll find it on Bookings with the Cancelled filter, and on the client card
Records who cancelled	Staff, the client or the system. In Activity: “Cancelled by staff / by the client / by the system”
Voids loyalty	Every discount applied to this booking stops counting. The price is recomputed
Returns the package credit	A credit, a bundle item or a gift-card amount goes back to the client, and a used-up package becomes active again
Releases a class seat	And offers it to the first person on the waitlist
Sends a “cancelled” email	Only for bookings made through the public page
Does NOT refund money	Refunding is a separate action. See below

6. Cancelling and money are two different actions

Cancelling does not refund anything. Ever. If the client has paid (cash, card on site, or online), the money stays recorded against the booking until you refund it by hand.

So the order is:

1. Cancel the booking.
2. Open the Payment block in the same booking’s panel.
3. Press Refund and pick a channel: Online (card) — up to <amount> or Cash / manual — up to <amount>.

If the payment was an online card payment, the refund really does go back to the client’s card. If it was cash, the refund is only a bookkeeping entry — you hand the money over yourself.

The details are in Refunds & cancellations and Fixing a payment mistake.

The cancellation policy you set on a service is informational. It is shown to the client at checkout, but the system does not enforce it and never withholds part of a deposit automatically. You decide how much to give back.

7. A cancelled booking is not restored

Technically you can press Confirmed in the Status block of a cancelled booking — the system will warn you that this is an unusual step and then do it. But:

• voided loyalty does not return to its previous state — the rules are recomputed from scratch;
• if the class seat has already gone to someone from the waitlist, it’s taken;
• Activity keeps both the cancellation and the restore.

In some places the interface says it outright: A cancelled booking can’t be re-opened — create a new one.

The practical rule: make a new booking. It takes twenty seconds and leaves a clean history.

8. Who can move and cancel

Moving and cancelling are part of the booking permissions. If you don’t see the buttons, or you get an error, your role doesn’t include editing bookings. See Roles & permissions.

The client can also cancel and reschedule — but only for a booking that came through the public page, and only via the link in their email. Activity then reads “Cancelled by the client”. Finished visits (completed, no-show) can’t be cancelled by the client.

9. Troubleshooting

Symptom	Cause	Fix
I don’t see a Reschedule section	The booking is a group class, or it’s finished (completed / no-show / cancelled)	For a finished one, create a new booking
The Move booking button isn’t there	You haven’t changed anything in the section	Change the date, time or a resource
Couldn’t move the booking.	A network problem or a server refusal	Try again; the card returns to its old place by itself
Classes can only be moved within the same day.	You’re dragging a class to another date	Use the series editor
I moved it and got Conflict	The new time is taken — the admin side doesn’t block	Move one of the two bookings
I cancelled and the client says they got no email	The booking was manual — manual bookings send nothing	Phone them
I cancelled but the money is still recorded	Cancelling doesn’t refund	Make a refund from the Payment block
I cancelled but the package credit didn’t come back	It did — check the Packages tab on the client card	Look at the credits left

What’s next

• The calendar (Schedule) — dragging and the cancel zone.
• Booking statuses — why Cancelled is a terminal status.
• Refunds & cancellations — how money goes back.
• Check-in & no-show — what to do when the client simply doesn’t turn up.