Cancel/reschedule policy when payment is collected via ScheduleOnce

ScheduleOnce enables you to specify when a cancellation or a reschedule can be made by your Customers. When you link your Booking page to services, the Cancel/reschedule section is moved to the Service, under the Payment and Cancel/Reschedule section. For each service, you can define the time frame during which customers are permitted to cancel or reschedule a booking.

When you display a price for your Service but collect payment via ScheduleOnce, your ScheduleOnce account is connected to PayPal and payments are collected automatically when Customers schedule or reschedule a booking. Depending on your Refund settings, you can also enable the automatic processing of refunds via ScheduleOnce when Customers cancel a booking. This allows you to streamline your payment and refund processes and provide a seamless customer experience.

In the Payment & cancel/reschedule section, you automate the payment and refund processes that occur on the Cancel/reschedule page by defining the amount of refund Customers will receive upon cancelling, or the reschedule fee they will be charged upon rescheduling.

In this article, you will learn how to configure the Customer Cancellation policy and Reschedule policy when displaying a price for your services when collecting payment via ScheduleOnce.

The following rules apply to the Customer Cancel/reschedule policy:

Requirements

To configure the Customer Cancel/reschedule policy for your services, you must:

Configuring the Customer Cancellation and Reschedule policy

To configure the Cancel/reschedule policy:

  1. Log in to your ScheduleOnce account.
  2. Go to Configuration > Services and locate the Service.
  3. Edit the Payment & cancel/reschedule section.
  4. In the Payment & pricing step, select Display a price and collect payment via ScheduleOnce.
  5. Select the Customer Cancellation policy settings:

    • Anytime: This means that Customers can cancel right before the scheduled meeting time. This can be in a matter of minutes. You can set the amount of refunds Customers will receive if they cancel the booking. Note that you can process refunds automatically via ScheduleOnce if you set your Refund settings to Automatic Enable manual and automatic processing of refunds via ScheduleOnce.
    • Up until a certain time before the meeting: In this case, you can select how long before the scheduled meeting time the Customer can cancel. Values range from 15 minutes to 14 days. You can set the amount of refunds Customers will receive if they cancel the booking before and after the milestone. Note that you can process refunds automatically via ScheduleOnce if you set your Refund settings to Automatic Enable manual and automatic processing of refunds via ScheduleOnce.
    • โ€‹Never: In this case, the Customer will never be able to cancel the booking.

Note: When working with Session packages, Customers can cancel each session independently and each session is subject to the Cancellation policy. In the Payment & cancel/reschedule settings, you set the package price and the refund amount that Customers will receive if they cancel each session independently.

  1. Define the Cancellation policy description that is visible to Customers on the Customer Cancel/reschedule page. By default, ScheduleOnce generates an automatic text based on your selection. You can decide to use a custom text instead if you want to customize the Customer cancellation policy description.

  2. Choose to ask your Customers to provide a Cancellation reason on the Customer Cancel/reschedule page. You can choose to make the Cancellation reason required, optional, or not display the field on the Customer Cancel/reschedule page.

  3. Select the Customer Reschedule policy settings:

    • Anytime: This means that Customers can reschedule right before the scheduled meeting time. This can be in a matter of minutes. You can set the Reschedule fee that you will collect automatically if Customers reschedule the booking.
    • Up until a certain time before the meeting: In this case, you can select how long before the scheduled meeting time the Customer can reschedule. Values range from 15 minutes to 14 days. You can set the Reschedule fee that you will collect automatically if Customers reschedule the booking before or after the milestone.
    • Never: In this case, the Customer will never be able to reschedule the booking.
       

      Note: When working with Session packages, Customers can reschedule each session independently and each session is subject to the Reschedule policy. In the Payment & cancel/reschedule settings, you set the package price and the reschedule fee that Customers will be required to pay if they reschedule each session independently.

  4. Define the Reschedule policy description that is visible to Customers on the Customer Cancel/reschedule page. By default, ScheduleOnce generates an automatic text based on your selection. You can decide to use a custom text instead if you want to customize the Customer reschedule policy description.

  5. Choose to ask your Customers to provide a Reschedule reason on the Booking form. You can choose to make the Reschedule reason required, optional, or not display the field on the Booking form.

Congratulations! You have set the Customer cancellation and Reschedule policy displayed on the Cancel/reschedule page for your service when you display a price and collect payment via ScheduleOnce.

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