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Cancel or Reschedule an Appointment

Cancel or Reschedule booked appointments

Rachel Shelswell avatar
Written by Rachel Shelswell
Updated over a week ago

Registrants Cancelling or Rescheduling

Does your organization allow registrants to self-cancel their appointments? This feature streamlines the cancellation or rescheduling process, eliminating the need for direct communication with the agency and saving your team time. Please note that this feature must be enabled in your organization's settings at a Calendar level.

Instructions for Registrants to Cancel or Reschedule appointments

  1. Find the email in your provider's inbox.

  2. Select the Cancel Appointment Button at the bottom of the email.

  3. Confirm your decision to cancel the appointment by selecting Yes.

  4. Provide Reason for Cancellation in the text box provided, briefly indicate the reason for cancelling the appointment.

  5. Finalize the cancellation by selecting Submit.

Both the registrant and service provider receive an email confirming the cancellation.

Caredove Users Cancelling or Rescheduling

Unbook to Cancel

If the client no longer wants service, or is unsure of a new appointment time, the appointment can be cancelled or unbooked. This frees up the appointment time so it can be booked by another registrant. Note: Referrers cannot unbook, and should send the provider a message.

How to Unbook:

  1. Locate the appointment you wish to unbook and access the options menu represented by three dots.

  2. Select the Unbook option from the dropdown menu.

  3. Select Unbook on the pop-up to confirm the cancellation and free up the appointment slot.


Reschedule If you and your client agree on a more convenient appointment time, and if the client does not have the Reschedule option available in their confirmation email.

How to Reschedule an Appointment:

  1. Select the Referrals tab located in the top menu of your Caredove dashboard. Depending on your role, choose either the Inbox or Outbox as necessary.

  2. Locate the appointment you wish to reschedule and access the options menu represented by three dots.

  3. Select Reschedule from the dropdown menu.

  4. Choose a new time from the available options provided.

🚨 When a Caredove user from your organization reschedules an appointment, the times that appear reflect availability for any provider with availability reflecting the correct the service and calendar.

  • In most workflows this setting causes no issues.

  • In some workflows, organizations prefer to try to reschedule with the same provider. The best current workaround is to ask the client to reschedule from their email; this will ensure the same provider is scheduled again.

Need Assistance?

Connect with us in the chat box on your Caredove system and we'll provide the support you need to optimize your service listings and streamline your client referral process 😄

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