There may be times where you need to cancel an upcoming appointment in Quick View and do not intend to deduct a session (a charge) from the client - this is known as a “cancellation with no charge”. For example, you are rescheduling the client as you are no longer available, or the client has contacted you outside of 24 hours to cancel. It’s important you follow the steps in this guide accurately to ensure no charge is made.
This guide is for cancelling an appointment without charging for the appointment without deducting it from the client’s session entitlements. For cancelling an appointment with charge as the client has not provided more than 24 hours' notice, see the article here: Cancel an appointment with less than 24 hours notice (with 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.
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.
Step 4: Confirm cancellation reason and submit
On the pop-up window, confirm the cancelation source and other details:
Select CVI as the cancellation source (CVI is anyone except the Client).
Select “Yes” for “Cancelled within 24 hours”
Select the appropriate reason from the drop down menu for “Reschedule/Cancellation reason” question
Click “Proceed to cancel” button to submit.
