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How to Allow Customers to Cancel Microsoft Bookings Appointments
Question details
Customers are unable to cancel their appointments in Microsoft Bookings due to the cancellation option being unavailable or hidden.
- Product
- Microsoft Bookings
- Device & OS
- not provided
- Scenario
- A customer needs to cancel a scheduled appointment but finds the 'Cancel Booking' option missing on the booking management page.
- Observed behavior
- The cancellation option is hidden from the customer because the appointment time falls within the restricted minimum lead time defined in the calendar settings.
Ensure you have administrator access to the specific Microsoft Bookings calendar to view and modify the scheduling policies.
Adjust Minimum Lead Time in Scheduling Policies
Modify the scheduling policies to reduce the lead time required for cancellations, allowing customers to cancel closer to the appointment time.
Microsoft Bookings restricts customers from canceling or modifying appointments if the scheduled time is too close to the current time. This restriction is controlled by the 'Minimum lead time' setting.
Currently, the system binds the lead time for both booking and canceling appointments together, meaning they cannot be configured as separate values.
Log in to your Microsoft 365 account, open Microsoft Bookings, and select the calendar you want to manage.
On the left-hand navigation pane, click on 'Booking page' to open the configuration settings.
Scroll down to the 'Scheduling policy' section. Locate the 'Minimum lead time' field, which dictates the minimum hours required for both bookings and cancellations.
Change the minimum lead time to a shorter duration (e.g., from 24 hours to 2 hours) so customers can cancel appointments closer to the start time.
Click 'Save' at the top of the page to apply the updated policy to your booking portal.
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Frequently Asked Questions
Why is the cancel option missing on my Microsoft Bookings page?
The cancel option disappears if the appointment time falls within the minimum lead time restricted period defined in your booking page's scheduling policies.
Can I set different times for booking and cancellation lead times?
No, Microsoft Bookings currently uses the same minimum lead time setting to govern both when a customer can book an appointment and when they can cancel it.
How do I bypass the lead time if a customer calls to cancel?
Administrators or staff members can bypass this restriction by manually canceling or rescheduling the appointment directly from the Microsoft Bookings calendar dashboard.
Who can change the cancellation lead time settings?
Only users with Administrator access to the specific Microsoft Bookings calendar can modify the scheduling policies and lead time settings.
