What happens when a Treatwell booking is cancelled or rescheduled?
Treatwell sends Booking Connect an email when a customer cancels or moves a booking, and we make the matching change in Phorest so the slot is free for other clients.
Cancellations
When a cancellation email arrives, Booking Connect finds the original booking, cancels the appointment in Phorest and removes any breaks it created, and records the booking as cancelled in your dashboard.
Reschedules
For a reschedule, the appointment or breaks are moved by the same amount of time that the booking moved on Treatwell, so the diary stays correct.
When Phorest says it is too late to cancel
Phorest can have its own cancellation policy, for example a minimum notice period. If a customer cancels on Treatwell inside that period, Phorest refuses to cancel the appointment. This is Phorest's rule working as intended, not a fault.
In that case the booking stays in your Phorest diary, and Booking Connect emails you a warning that says what is still in the diary, so you can remove or keep it by hand.
When we cannot find the booking
If a cancellation or reschedule arrives for a booking Booking Connect has no record of, for example one made before you connected, we email you the details so you can update Phorest yourself.
Make sure you see these emails
Warnings go to your failure email address. You can change it on your dashboard. See Choosing where your Booking Connect emails go.