Cancelling an Appointment
Sometimes a job needs to be called off. Driive makes it straightforward to cancel, records why it happened, and keeps everyone informed automatically — and if the customer changes their mind, the appointment can be reopened.
When you can cancel
You can cancel an appointment that is Scheduled. An appointment that hasn't been scheduled yet (Needs Scheduled) has nothing to call off — Archive it instead to move it out of your active pipeline. Completed appointments are final and can't be canceled.
How to cancel
- Open the appointment.
- Open the ⋯ menu and select Cancel (you'll also find a cancel option on the edit page).
- The Cancel Appointment dialog opens:
- Review the appointment — The dialog shows the appointment type, scheduled date and time, and customer name so you can confirm you're cancelling the right one.
- Add a reason (optional) — A short note about why. It's stored on the appointment and shown in the activity feed, and it's included in the customer's cancellation notification.
- Click Cancel Appointment to proceed, or Keep Appointment to back out without changes.
What Driive records
Every cancellation captures who canceled, when, the optional reason note, and a cancellation type — customer canceled, business canceled, no-show, weather, or other — so your records tell the full story later.
What notifications are sent
- The customer receives a cancellation notification via email and/or SMS (depending on your notification settings), including the reason if you provided one.
- Assigned users have the calendar event removed from their schedules.
- An entry is recorded in the appointment's activity feed with the reason and who canceled.
When the customer cancels
Customers can cancel through their booking link, too. When that happens:
- The appointment moves to Canceled, recorded as canceled by the customer.
- Driive raises a Customer canceled issue on the appointment in your Inbox so someone on your team sees it and can follow up — often that's your chance to reschedule instead of losing the job.
| You cancel | Customer cancels | |
|---|---|---|
| Who initiates | A user, from within Driive. | The customer, via their booking link. |
| Recorded as | Canceled by that user, with the type you chose. | Customer canceled. |
| Who's told | The customer is notified. No Inbox issue is raised — you already know. | A Customer canceled issue lands in your Inbox. |
After cancellation
- The time slot is freed up and becomes available for other bookings.
- The appointment remains in your records — nothing is deleted.
- If plans change again, open the canceled appointment and click Reschedule — it reopens at Needs Scheduled with every detail intact, ready to book a new time. Learn more.
Cancel vs. archive
- Cancel is for a Scheduled appointment that was confirmed but is being called off. The customer is notified and the history shows a cancellation.
- Archive is for a Needs Scheduled appointment you don't intend to book — a duplicate or a dead lead. It quietly hides the appointment from your active lists (find it again with Show archived). Archiving isn't a status and sends no notifications.
There is no delete — canceled and archived appointments always stay in your records.