Effect of rescheduling

This section outlines the effects of rescheduling in different lifecycle phases. Learn more about the different lifecycle phases

Reschedule initiated by Customer

When a reschedule is initiated by the Customer, the following actions take place:

  • The Customer submits the rescheduled booking.
  • In the Activity stream, the original activity is updated with a Canceled status, a new Rescheduled Activity is created, and the Activity counter is incremented.
  • The User who the booking is made with, any additional stakeholders, and the Customer all receive an email notification with the new booking details.
  • The original User and any additional stakeholders are notified of the canceled booking and are informed of who the Customer rescheduled with.
  • The previously booked time slot is made available.
  • When using ScheduleOnce with a connected calendar:

    • If the Customer is added to the original calendar event, the Customer will receive an updated calendar invite email with "CANCELED" in the title. The status of the calendar event will be automatically changed to "Available" or "Free."
    • The original User's calendar event changes its status to "Free" or "Available." This frees up the slot to accept new bookings.
    • The original calendar event includes "CANCELED" in the title, so that it is easy to spot that this booking was canceled. However, the calendar event is not deleted.

      NoteWhen the Customer reschedules with the same Booking page, the original event is simply updated with the new time and moved in the calendar as a Rescheduled activity. There is no canceled activity and one calendar event is used for the entire booking lifecycle, keeping your records more consistent and efficient. This doesn't apply to Booking pages in Group session mode integrated with Zoom, GoToMeeting, or WebEx.

  • When using Payment integration, payment can be collected automatically via ScheduleOnce and the Customer can be charged a reschedule fee when rescheduling the booking. In this case, a PAYMENT (RESCHEDULE) transaction is added to the Payment details tab of the rescheduled activity.

Reschedule initiated by User

A User can initiate a reschedule using either of these methods:

  1. Send the Customer a reschedule request (with Event types or without Event types), asking them to reschedule the booking themselves.
  2. Reschedule on behalf of the Customer directly in the connected Google Calendar or Outlook Calendar.

When a reschedule request is sent by the User to the Customer, the following actions take place:

  • The previously booked time slot becomes available.
  • The User, any additional stakeholders, and the Customer receive an email notification with the reschedule request details.
  • The Customer will make a new booking for the same Event type or any Event type, depending on what the User specified.
  • In the Activity stream, the original activity is updated with a Canceled status.
  • When using ScheduleOnce with a connected calendar:

    1. The original calendar event includes "CANCELED" in the title, so that it is easy to spot that this booking was canceled. However, the calendar event is not deleted.
    2. The User's calendar event changes its status to "Free" or "Available." This frees up the slot to accept new bookings.
    3. If the Customer is added to the original calendar event, the Customer will receive an updated calendar invite email with "CANCELED" in the title. The status of the calendar event will be automatically changed to "Available" or "Free."

  • When using Payment integration, the following cases can occur:

    1. When the User reschedules with the same Event type, the Customer will not be asked to pay a reschedule fee when rescheduling the booking.
    2. When the User reschedules with any Event type, payment can be collected automatically via ScheduleOnce and the Customer can be charged for a reschedule fee when rescheduling the booking. In this case, a PAYMENT (RESCHEDULE) transaction is added to the Payment details tab of the rescheduled activity.
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