Cancel an appointment with less than 24 hours notice (with charge)

When a client makes a cancellation with less than 24 hours' notice, you can action this in the Quick View page. Cancelling an appointment with less than 24 hours' notice will deduct a session from the clients' session count. They are advised of this 24-hour cancellation policy in Converge’s T&Cs.

This guide is for Cancelling an appointment and charging for the appointment. For cancelling an appointment without charge as the client has provided more than 24 hours' notice, see the article here: Cancel an appointment with more than 24 hrs notice (no charge)

For no-show guidance, see the article here: Mark an appointment as "No Show" in Quick View

Step 1: Access Quick View

Login to the portal and make sure you are in the Quick View section, which can be selected from the left menu. For more information about accessing Quick View, click here.

Step 2: Find the appointment to cancel

In Quick View, find the upcoming appointment to cancel. This will be in the “Appointments not started” section. If you can’t find the appointment, you can search for it by following the instructions for searching here: Use filter tool to search

Step 3: Click cancel

Once you find the appointment in the “Appointments not started” section, click the “Cancel” button on the right side, near the other appointment action buttons.

If you can' see these buttons on the right side of the portal, you may need to adjust your browser settings

Step 4: Confirm cancellation reason and submit

On the pop-up window, confirm the cancelation source and other details:

Select “Client” as the cancellation source, or select “CVI” for anyone other than the client as the cancellation source
Select “Yes” for “Cancelled within 24 hours”. This will ensure a session count is deducted.
Select the appropriate reason from the drop down menu for “Reschedule/Cancellation reason” question
Click “Proceed to cancel” button to submit.