Random Cancellations

Support › Random Cancellations

Dave asked 5 years ago

We are experiencing customers that call and say they are getting a cancellation email immediate after booking an appointment. Checking the schedule and their appointment is on the calendar. When exporting the logs it appears there are two appointments. One confirmed and one canceled. Any thoughts 5/22/2019 15:00:00 15:30:00 5/22/2019 confirmed 20 5/22/2019 15:00:00 15:30:00 5/22/2019 canceled 20 23.253.28.83 a06834cd0d271129cf3dd1ef5b65e457

2 Answers

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Nikola Loncar Staff answered 5 years ago

Hi Dave, this is because Mail Server for those addresses are opening links that are inside email and by doing that triggering cancel action. I will check if I can block such thing. Best regards, Nikola

dave.brill Staff replied 5 years ago

Nikola,

Are you referring to the emails that are sent to the customer or the admin emails? The emails sent to the customer do not have a link to cancel in them like the admin emails do. Do you suspect its a random thing happening with the admin emails?

Nikola Loncar Staff replied 5 years ago

Yes, try removing cancel link from admin email template as for testing purposes.

Best regards,
Nikola

dave.brill Staff replied 5 years ago

So its not in the admin email template…Its in the email that is sent with all the details. Is there a way to edit this template? I don’t see a way but i may be missing it somewhere.

Id 4124
Status confirmed
Location Test
Service Hair Cut
Worker Test
Date May 28, 2019
Start 9:00 am
End 9:30 am
Created 2019-05-27 06:07:55
Price 20.00
IP Test
EMail Test
Name Dave
Phone Test
Description test appt troubleshooting cancel issue
– Confirm appointment

– Cancel appointment

Nikola Loncar Staff replied 5 years ago

That is default if admin template is empty. Just alter that 🙂

Best regards,
Nikola

dave.brill Staff replied 5 years ago

Ok Perfect…Thanks. I will give it a try and let you know. Thanks for the awesome quick support.

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dave.brill Staff answered 5 years ago

So I removed the links in the admin email yesterday. We received a customer who received a cancellation without any one cancelling it. 4158 Location Specialty Cuts Rome 5/31/2019 17:15:00 18:00:00 5/31/2019 canceled 25 166.137.240.120 42a572b9777e1b0769811ba3fe45d93a The usual ya know!! phone Sheldon customer@gmail.com

Nikola Loncar Staff replied 5 years ago

Cancel is only passible via mail link. There is no other option for client to do that. Was that new event?

Best regards,
Nikola